Troubleshooting

1. Annie is not switching ON.

Check the following:

  1. If Annie's ON/OFF indicator LED is glowing and your Annie vibrates when you touch the repeat button, your Annie is switched ON. Refer to "Annie is ON but not responding" below.
  2. Annie is connected to the power source using the adapter provided; check for loose connections.
  3. The two parts of the adapter are connected properly.
  4. The power switch on Annie is switched on (The lower side of the switch i.e the side away from the power cord should be pressed closer to Annie's body).

2. Annie is ON but not responding.

Check the following:

  1. If Annie's ON/OFF indicator LED is not glowing your Annie is switched OFF. Refer to "Annie is not switching ON" above.
  2. If Annie does not vibrate when you touch the repeat button your Annie is switched OFF.
  3. Increase volume by turning the volume control scroll towards you.
  4. Double tap (touch in quick succession) the repeat button to repeat the last instruction. Annie may be waiting for some user interaction.
  5. Press some braille keys.
  6. Press some navigation keys.
  7. Press the spacebar, the left key and the right key simultaneously to check if Annie goes to the main menu.

3. Annie is continuously vibrating.

Check the following:

  1. The dots on the large braille display are not pressed down.
  2. Nothing is in contact with the repeat button.
  3. The keys are not pressed down continuously.
  4. Annie is not under external stress on any side.
  5. Try restarting (turn it off and then on again) your Annie.

4. Standard braille cells do not display correct braille.

Check the following:

  1. Make sure you do not touch the standard braille cell when the display is refreshing.
  2. Try refreshing the display by placing your finger on the repeat button till it refreshes.

5. Annie says it is not connected to the internet.

Check the following:

  1. If Annie is connected to any Wi-Fi network by going to Settings > Network Settings > Connected Wi-Fi Name in the Main Menu.
  2. If your Wi-Fi network credentials are correctly configured by going to Settings > Network Settings > Modify Wi-Fi Network in the Main Menu.
  3. If internet is unrestricted on the connected Wi-Fi network i.e. login not required after connecting to Wi-Fi to get internet access.
  4. Refer to Setting up Annie network.

6. Annie is not logging the learner in.

Check the following:

  1. The learner is registered on Helios, and
    • If single sign-on is OFF, the learner is using the correct user-key.
    • If single sign-on is ON, default Annie is set for the learner.
  2. Your Annie is connected to the internet. (Check "Annie says it’s not connected to the internet")
  3. Refer to Logging on to Annie.

7. Issue is not listed above!

Please contact our support team at [email protected], and we'll get back to you!

Customer Support

While we’ve built Annie with the utmost care, we acknowledge that you might need more help to get the most out of your Annie experience.

Please reach out to us for any concerns/queries that you might face and our team will be there for you. Feel free to contact us at [email protected].