In this troubleshooting article we will specifically discuss an issue with certain GNARBOXs that exhibit a "failed bootup". A failed bootup will display as a line underneath the GNARBOX and can be caused by a number of issues. The best way to fix is attempting to update using the SD card method as this will both solve the issue and patch the issue in one step. We have put a number of updates out to solve for certain bootup crashes since our first release with the latest in release 2.8.0. 

Detailed below are steps to solve the issue on your own.

• Fix #1: Software stack reset
• Fix #2: Updating with SD Card
• Fix #3: Battery pull 

NOTE: If your GNARBOX is "looping" on bootup, contact support immediately to replace your unit. 

Fix#1: Software stack reset 

There exists a bug in our old software that could exhibit this problem. A quick fix solution exists in the application and by updating your GNARBOX this issue will not happen. Even though a new unit was just recently purchased, this inventory may still have original software on it. 

1. New units that have never been updated
2. The WiFi is available on bootup

Solution: Perform a software stack reset using the App

1. Power your GNARBOX on and wait up 5 minutes for the WiFi to become available.

2. Even though your GNARBOX screen shows it is not fully booted, the WiFi should be available to connect to on your mobile device.  Connect to the GNARBOX WiFi using your iOS or Android device. (default password = gnarbox!)

3. Launch the GNARBOX App.  The app will show it's disconnected with a yellow bar on the top, this is normal. Navigate to the Settings page.

4. Scroll to the bottom of the page and tap "Software Stack Reset"

5. Tap "Reset Software Stack" and wait about 1-2mins.

After 1-2mins, the app should connect and the GNARBOX should fully boot up. From here, you should immediately update your GNARBOX using the SD card method or in HOME mode. 

Fix#2: Updating with SD Card 

If your unit is up to date, exhibiting a "failed bootup", and not "looping" (ie the line is going full, then back to beginning after 60seconds) then it is plausible to solve your issue by updating using the SD card method. NOTE: you will not lose your files by updating this way. 

Solution: Updating with SD Card

To get started with erasing your GNARBOX, please do the following using a computer and an SD card (16GB or larger):

1. Download this file.  Do not unzip the file.
2. Download BalenaEtcher, a free software for loading an Operating System on an SD card.
3. Connect your SD card to your computer.
4. Format the SD card to exFat using Disk Utility or other formatting software.
5. Launch BalenaEtcher.
6. Click Flash From File.  Choose the downloaded zip file and click Open.
7. Click Select Target.  Choose your formatted SD card and click Continue.
8. Press Flash!.  BalenaEtcher will inform you when the process is complete and the SD card will be ejected.

Next, follow these instructions using your GNARBOX:

1. Ensure your GNARBOX is powered OFF and connected to the charger. Insert the SD card into the GNARBOX.

2. Power your GNARBOX on.  

3. Once the GNARBOX has powered on, you'll be prompted with the option to format the internal SSD.  If you select YES: WIPE DATA all data will be erased from the media partition.  

4. The screen will show the installation taking place.  

5. Once prompted, remove the SD card and continue by pressing any button.

6. Once the installation is complete and the GNARBOX boots up, hold the right button and power the GNARBOX down.

You may now power on the GNARBOX and the update process is complete.

Fix#3: Battery pull

If your unit is up to date, exhibiting a "failed bootup", and not "looping" (ie the line is going full, then back to beginning after 60seconds) then it is possible to solve your issue by updating using the SD card method. If it is looping, contact support for a replacement unit. NOTE: you will not lose your files by updating this way. 

Solution: Battery pull 

1. Power on your GNARBOX

2. Once the progress bar gets to the end, wait ~3 seconds for the unit to power on.

3. If it does not power on fully, eject the battery and start over at step 1.

Please try this about 3-15 times or until a successful boot up takes place. We have generally seen a success rate after 3-5 boot ups. If the unit does successfully boot, please safely power the GNARBOX down using the on-board screen and buttons. Once you have safely powered the GNARBOX down, please power back on and utilize the GNARBOX as you'd like.

It's important to power the GNARBOX down safely using the on-board screen and buttons during any and all uses with the GNARBOX. When the GNARBOX shuts off due to lack of battery or if you eject the battery, this can cause an unsafe shutdown.