Question 1

Why does this toy keep reminding me to connect to the internet and network when I open it for the first time, but the mobile phone app cannot find the device and cannot connect to the network?

Accepted Answer

When you first turn it on, the toy may not have enough power, which can cause this problem. It is recommended that you charge the toy for about half an hour first. Restart the computer to reconfigure the network.

Question 2

Why can’t I download the app?

Accepted Answer

In most cases, you can directly search for "2XL Connect" in your mobile phone's app store and download it. iPhones can download it from the app store, and other phones can download it directly from Google Play.
You can also scan the QR code below to download it.
https://static.wixstatic.com/media/df427b_3f24351f27f64e9daaa16254163b4d23~mv2.png

Question 3

What should I do if the app can’t find the device during pairing and I’m unable to configure the network?

Accepted Answer

If the app is unable to discover the device, it’s usually because the toy in your hand is not running the latest firmware. Products with the newest firmware typically include a voice prompt, the toy will speak setup instructions as soon as it’s powered on. In any case, when you try to add a device and the app fails to detect it, showing the reminder screen illustrated below, you can resolve the issue by configuring the network via QR-code scan. The detailed steps are as follows:

https://static.wixstatic.com/media/df427b_ead4ff6725934993bdb95a302834c839~mv2.png

A. Check and confirm whether the toy has entered network configuration mode. As shown in the figure below, if the expression on the screen appears on the toy, it indicates that the toy has entered network configuration mode. If the expression does not appear, you need to long-press the square button for 3-5 seconds to make the toy enter the network configuration mode, and the toy will also give a voice reminder "I have entered the network configuration mode..." Then you can continue with the following steps
Notice：If you do not hear a voice prompt, the toy is running old firmware; in that case, proceed directly to Step 2 (Part B) below.

https://static.wixstatic.com/media/df427b_db27df5fe40940baafeecbb2571f29d6~mv2.png

At this point, open the app again, add a device, and you can "discover the device". Note: This step requires ensuring that your phone's Bluetooth is turned on，The phone is connected to 2.4G Wi-Fi. Then you can discover the device. 
B. If the above methods are ineffective, you can use the "manual addition" method to manually scan the QR code. That is, scan the QR code shown in the figure below. Then simply configure it according to the app's instructions.

https://static.wixstatic.com/media/df427b_6bb1b1f309b24137ae7d899fd66a4ef2~mv2.png

Question 4

How do I switch the language of the toy?

Accepted Answer

A. Language Setup Logic
When you first configure the toy’s network, the app will attempt to detect the language of your phone’s operating system and sync it to the toy. In other words, the toy will initially speak in the same language as your phone system at the time of configuration.

B. Why the Language May Appear Incorrect at First
If your phone’s system language during configuration was different from the language you actually prefer, the toy will follow the phone’s system language at that stage.

C. What should I do if the toy’s language is not my preferred one when I first set it up?
Please confirm what language your phone’s system was set to when you performed the initial network configuration. If it was not your preferred language, you can try changing your phone’s system language and then re-configure the toy.The detailed steps for changing the system language on your phone are as follows:
Steps to Switch System Language on iPhone
1. Open "Settings"
2. Find and tap the "Settings" icon on the home screen.
3.  Enter "General"
4. Scroll down and click the "General" option. 
5. Select "Language & Region"
6. In the "General" menu, find and click "Language & Region".
7. Change iPhone Language
8. Tap "iPhone Language", then select the desired language from the list.
9. Confirm Changes
10. Click "Done" in the top right corner to confirm your selection. The system will make the changes and may need to restart.
Steps to change the system language on an Android phone
(Depending on different brands and versions, the interface may vary slightly; the following steps are based on general procedures) 
1. Open "Settings"
2. Find and tap the "Settings" icon on the home screen or in the app list.
3.  Select "System" or "General Management".
4. Scroll down to find "System" or a similar option (such as "General Management"). 
5.  Enter "Language and Input Method".
6. Click "Language and Input Method" or "Language & Input". 
7. Change Language
8. Click "Language" or "Add Language" and select the desired language from the list. If necessary, follow the instructions to add a new language.
9. Confirm Changes
10. After selecting the language, return to the main interface. The system will automatically apply the new language settings.

Precautions 
 • After switching languages, most interfaces on the phone will change immediately, but some apps may need to be restarted to display the new language. 
 • The setting names of different mobile phone brands may vary, and the specific steps may also differ. Please operate according to the actual situation.

Question 5

Note on not receiving the verification code during phone number registration

Accepted Answer

Due to varying policies of local carriers in different countries and regions, you may occasionally fail to receive the SMS verification code when registering with a mobile number. We recommend using email registration instead.
If you do not see the code in your inbox when registering by email, please check the “Spam” or “Blocked” folders.

Question 6

Unable to connect when trying to connect to the network?

Accepted Answer

If the device cannot connect to the Internet after being added, you can first check one by one according to the following steps: 
 • Ensure that the phone has connected to WiFi or a mobile hotspot, and that Bluetooth is turned on.
 • Router Frequency Band Setting: Please ensure that the router's frequency band is set to 2.4G.
 • Wi-Fi Password Input: Please enter the Wi-Fi password manually, ensure the password is correct, avoid spaces, and do not include special symbols in the password.
 • Turn off the firewall: Please turn off the firewall to ensure that the device can access the network.
 • Avoid using signal amplifiers: Please do not use signal amplifiers to ensure signal stability. 
By following the above steps and precautions for device configuration, you will be able to successfully complete the network connection. 
If all the above items have been checked and the network still cannot be connected, you can check whether the optical modem acting as a router has caused the device to fail to configure or chat to be unstable. 
A. Determine whether the optical modem is acting as a router
The Wi-Fi signals emitted by optical modems typically use the following types of names:
Default name: The Wi-Fi signal name (SSID) of many optical modems will default to a name related to the device brand or model. These default names usually include the name of the carrier and a random suffix.
Carrier-customized name: Some optical modems provided by carriers may include words such as "Telecom", "Unicom", or "Mobile" in their Wi-Fi signal names.
 Currently, many network providers offer integrated optical modem and router devices, which to some extent facilitate users' network applications and avoid the hassle of separately configuring a router. However, due to the relatively limited performance of optical modems, when used as an integrated optical modem and router device, there will be certain limitations on the number of connected devices. Usually, the number of connected devices is limited to 4-6. If the number of connected devices exceeds this range, problems such as network instability, device disconnection, or chat latency may occur.
C. Final resolution steps
  To address device configuration issues or chat instability problems caused by the integrated optical modem and router device, the following steps can be taken: 
    a. Install a router behind the optical modem
      Install an additional router, and a router priced around 100 yuan on the market will suffice to meet the requirements. This will help share the load of the optical modem router and improve the stability of device connections. 
    b. Modify the dialing method
      Contact your network provider and change the dialing method to router dialing instead of using the optical modem for dialing. It should be noted that you should try to avoid using bridge mode. Because in bridge mode, the router's functionality will still actually depend on the optical modem, unable to fully relieve the load on the optical modem, and stability issues may still occur.
    c. Separate 5G and 2.4G frequency bands
      In router settings, it is recommended to have the technician separate the 5G and 2.4G frequency bands. This way, smart devices at home can prioritize connecting to the 2.4G frequency band, as the 2.4G frequency band is more suitable for devices far from the router or those with lower bandwidth requirements, which can improve device stability and network performance.

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