Articles in this section

The Luniistore ™ does not detect my Fabulous Storyteller.

  • Updated

Typical signs:

 

luniistor.png

When I connect My Fabulous Storyteller to my computer, the USB icon only appears on the device for a few seconds and then disappears.

If, after connecting My Fabulous Storyteller to your computer using a USB cable, the Luniistore™ does not recognize your device and the USB icon is not continuously displayed on the device (see illustration below), please follow the steps detailed below.

 

animiertes-gif-von-online-umwandeln-de__8_.gif

N.B.: If, after performing one of the operations described below, the USB icon appears continuously when the device is connected, please visit the Luniistore™ and proceed to the next section if the Storyteller is still not detected.
  • Check that the device is switched on and sufficiently charged. If in doubt, let it charge (with the device switched off) for at least 20 minutes.
  • Close the Luniistore™
  • Check that you are using the original USB cable.
N.B.: the original cable is a specific (black) micro-USB cable that can transfer data (some other cables are charge-only cables: they do not allow the Luniistore™ to communicate with the device). If in doubt about the cable, don't hesitate to test other cables in your possession (the cables provided with smartphones are generally compatible).
  • Unplug all USB accessories that are not essential to the use of your computer, with the exception of My Fabulous Storyteller.
  • Try each USB port to see if any of them work.
  • If you are using a USB hub or an adapter, try unplugging it and connecting your cable directly to the USB port. Should you still require an adapter (depending on your computer’s connectivity), try using a different adapter if you have one.
  • If you have a desktop computer with a tower, try plugging the device into one of the USB ports on the back of the tower.
  • If none of the above actions were successful, restart your computer.
  • Finally, try connecting your device to another computer.

If in doubt, don’t hesitate to try several other cables you may have. In the vast majority of cases, this type of USB connection problem is related to the cable used.

next.png If the device’s LED charge indicator blinks, regardless of the cable used, please contact us.

 

When I connect My Fabulous Storyteller to my computer, the USB icon is displayed continuously. Still, the Luniistore™ does not detect it.

If your Fabulous Storyteller displays the USB icon correctly but is still not detected by the Luniistore™, this may be due to a faulty installation of the software or the device driver required for your computer to communicate with the device.

If this is the case, please proceed as follows, and try to re-connect your device after each step:

  • Make sure you have the latest version of the Luniistore™.
  • Make sure the device is turned on and try to plug it in and turn it on before running the Luniistore™. If it is still not detected by the software, close and reopen the Luniistore™ and try to re-connect the device.
  • Make sure you are using the original USB cable, and don't hesitate to test other cables in your possession.
  • Follow this guide to solve a potential driver installation problem.
  • Finally, try connecting your device to another computer.
next.png If the device is detected as a drive named "LUNII" (see screenshot below) and your operating system is Windows or macOs, it means that the driver enabling the device to communicate with your computer has not been installed correctly.
Follow this step-by-step guide to solve this installation problem.
driver_dossier_manuel.PNG


If you encounter the same problem on another computer after having followed the advice detailed above, please contact us. Remember to include in your message all the files contained in the "error reports" folder (click here for more information on the location of this folder).

 

When I connect My Fabulous Storyteller, an error message appears on the Luniistore™.

The Luniistore™ may display an error message when the device is connected. This type of message may have several causes (temporary malfunction, damaged or unsuitable cable, incorrect software installation, USB port, malfunction of the device's SD card, etc.).

Depending on the type of problem encountered, the error message will prompt you to perform several troubleshooting operations. In all cases, we generally recommend that you first try to reinstall the Luniistore™ and then follow the steps described in this section.

next.png If the below error message appears, there may be a problem with the installation of the device driver. In this case, please follow this guide.
                                         error_message_bd.png

 

Is the problem still not solved?

Of course, if the problem persists, we invite you to contact us. Please explain the problem, the actions taken so far, and whether or not the USB icon is displayed continuously when the device is connected to your computer. To help us identify the problem, please include in your message all the files contained in the "Error reports" (click here for more information on the location of this folder).
Your information and these files will enable us to rapidly understand the cause of the problem and provide you with solutions as quickly as possible.

Fichier_39.png

Related articles