TROUBLESHOOTING GUIDE Difficulty installing apps on LeapFrog Epic tablet Q: While purchased apps appear in the App Manager on the "Not installed" tab, the Install button is grayed out. How can I install these apps? A: The "Install" button on the App Manager may be grayed out if there is a pending device update which has not yet installed. To verify this: 1. Go to the Parent Settings menu by tapping the icon of a parent and child: 2. After entering your four digit Parent Lock code at the prompt, you will be brought to the Parent Settings menu. Tap the System Info icon:
3. Tap on "System Updates":
4. If there is a pending system update available, it will download and install now. The system will reboot itself and once the system reboots, you should now be able to download and install any uninstalled apps. Why won't my LeapFrog Epic tablet power on? The LeapFrog Epic tablet has a "sleep" mode and an "off" mode, it is also possible the battery charge is exhausted. When the tablet is powered down with a single touch of the power button it goes into "sleep" mode. When in "sleep" mode the tablet can be powered back up with a single touch. If the tablet was fully turned off by pressing and holding the power button for two to three seconds, it will need to be powered on by pressing and holding the power button for three to five seconds. If the tablet doesn't power up even when pressing and holding the power button for three to five seconds, it is likely the battery is fully discharged.
To check if the battery is charging, or if there is a potential issue with the battery or charger, try the following: 1. Plug the wall charger into a live outlet and connect it to the Epic tablet. 2. With the wall charger connected, press and release the power button on the tablet. The tablet screen should display a charging indicator which looks like this: 3. If you see the charging indicator, allow the Epic to charge for a few hours, then disconnect from the charger and power the tablet on by pressing and holding the power button for 3 to 5 seconds. 4. If the charging indicator does not display when the power button is tapped while connected to the wall charger, disconnect the Epic tablet from the wall charger and connect it to a computer using the included USB cord. While connected to a running computer, tap the power button on the Epic tablet again and see if the charging indicator image appears on the screen. If the Epic tablet appears to be charging with the USB connection but not with the wall charger, contact our customer support team for a replacement charger.
My LeapFrog Epic tablet is not responding correctly, what should I do? The vast majority of issues with the tablet (such as a freezing or unresponsive screen) can be resolved by fully shutting down, and then re-starting the tablet. A single touch to the power button puts the LeapFrog Epic tablet into sleep mode, it does not fully power the device down. To fully power cycle the tablet: 1. Press and hold the Power button for 2 to 3 seconds 2. Choose "Power off" 3. Confirm by selecting "OK" 4. After the device has powered off, hold the power button for 3-5 seconds to power it back on LeapFrog Epic tablet not connecting to Wi-Fi If your connection to a Wi-Fi router fails, you will see an exclamation point next to the router name in your Wi-Fi settings. Beneath the router name you will see "Saved, secured with...". This means the tablet has saved the password you entered, even if that password is incorrect.
By far the most common reason for this error would be an incorrect password. Any time you see this error the first step in troubleshooting would be to forget and then enter the router password again. To forget the network password, tap the router name, then tap "Forget":
If you are certain the router password you are entering is correct, but you continue to fail to connect to the router after forgetting and re-entering the password, there are several less common reasons the Wi-Fi connection could fail: The LeapFrog Epic can only connect to routers on a 2.4 GHz frequency. Most Wi-Fi routers run at 2.4 GHz, and most routers that run at 5 GHz will run on both 2.4 GHz and 5 GHz at the same time. Verify your Wi-Fi router is not set to run at 5 GHz only. You may be too far from the router. Move closer to the router, then try connecting again.
Some routers have settings to limit the number of devices that may connect to the router at the same time. To test this, completely shut down one of your other devices that is connected to the router, then try connecting to the router with the Epic tablet again. Temporarily turn off wireless encryption or security on your router. By eliminating the password requirement, you can rule out any encryption issues. If the Epic tablet connects to the router once the wireless encryption is turned off, this would verify the password was the issue causing the failed connection. Try restarting the Epic tablet, then go to the Wi-Fi settings and try connecting to the router again. Try restarting the Wi-Fi router. While most routers simply need to be unplugged and plugged back in to restart them, refer to your router's manual for specific instructions. Once your router is restarted, verify it is working by connecting a computer, phone or other Wi-Fi device, then try connecting the Epic tablet again. Check for wireless interference. Other devices that operate on the same 2.4 GHz frequency as your Wi-Fi router may interfere with the Epic tablet's ability to connect to your router. Try turning off any of these devices which may cause interference: cordless phones, baby monitors, microwave ovens, bluetooth devices, wireless video equipment. Message indicating I don't have a license to use this app This message pop-up may appear on the LeapFrog Epic tablet:
If you see this message, verify the app is not already installed on 5 other devices. Apps purchased on the LeapFrog App Center may be installed on up to 5 devices at a time. If the app is already installed on 5 other devices, remove it from one device and you will be able to install it on this device. If the app is not installed on 5 other devices, try the following steps to resolve this error message: 1. Check if you have a Wi-Fi connection, and establish a new Wi-Fi connection if you do not currently have one. Once the Epic tablet is able to communicate with LeapFrog's servers via Wi-Fi, it will be able to confirm the license to use this app is on your account. 2. If step one doesn't resolve the issue, verify your Epic tablet is signed in to your LeapFrog parent account. Go to the Parents menu, then Device > LeapFrog Account, then sign in to your account. 3. If the error message persists, go to the App Manager in the Parents menu and uninstall then reinstall the app. How can I reset the LeapFrog Epic tablet to factory settings? The tablet may be reset to factory settings in the Parent Settings menu. 1. Go to the Parent Settings by tapping the icon of a parent and child
2. You will be prompted for your four digit Parent Lock Code. After entering the Parent Lock Code, you will be brought to the Parent Settings menu. In the Parent Settings menu, tap on "Device"
3. On the next screen, tap "Device Settings"
4. Tap Reset
5. Tap "Factory data reset"
6. Tap Reset Tablet
Error message "DRM license seems corrupt" If this message appears during the first few seconds of a video app: In most cases this error this can be resolved by simply exiting out of the video and launching the video again while the Epic tablet is connected to Wi-Fi.
If the error message persists, verify the Epic tablet has a Wi-Fi connection, then proceed with the following steps: 1. Go to the Parent Settings by tapping the icon of a parent and child: 2. You will be prompted for your four digit Parent Lock Code. After entering the Parent Lock Code, you will be brought to the Parent Settings menu. In the Parent Settings menu, tap on "Device": 3. On the next screen, tap "Device Settings":
4. Tap Reset 5. Tap DRM Reset:
6. After tapping "DRM Reset", go back to the kid's home screen. While you are connected to WiFi, launch each video app that was displaying the error message (Note, video apps have a purple colored circle around the app icon). Play one video from the app for at least 30 seconds. Error message "DRM check failed, please connect to internet" If a video app on the LeapFrog Epic tablet displays the message:
this error can be resolved with the below steps. 1. Power on the LeapFrog Epic tablet 2. Verify you have a Wi-Fi connection 3. Launch the video app that displayed this error message. 4. The app may consist of several video episodes. The error will be resolved by playing any one video episode in the app for at least 30 seconds while connected to Wi-Fi:
5. If you have received the DRM error on multiple video apps, launch each video app and play one video from each app for at least 30 seconds while connected to Wi-Fi. Video apps can be identified by the purple colored ring around the app icon: