Codi Troubleshooting

Codi device issues

The following problems may occur with the Codi device, with their recommended solutions listed below

If possible, please first ensure that your Codi firmware version is up to date by connecting your Codi to Wi-Fi, and checking the Codi info bar on the top of the Codi screen. Please update to the latest firmware if it is out to date, as issues may be present in outdated Codi firmware

If these troubleshooting instructions do not solve your problem, please email support@pillarlearning.com

  1. Codi does not do anything when turned on (no sounds or lights)
  • Codi may be out of batteries
    • Please charge Codi with the included micro-usb cable and try again after a few minutes of charging
    • We recommend charging Codi to full first before extensive use (until the red charging indicator on the back of Codi changes)
  1. Codi turns on (lights up), but there is no sound
  • Codi’s volume knob may be set too low
    • Turn Codi’s volume knob all the way counter clockwise to see if the sound will work
  • Codi’s max volume limiter may be set to zero or very low in the Codi parent app
    • Connect Codi to Wi-Fi and open the Codi parent app
    • Click on the lower left button in the playback bar of the Codi parent app and check to see that the max volume limiter is not on zero or low
  • Codi may be paired to your phone’s Bluetooth
    • Check your phone’s Bluetooth settings to see if there is a Bluetooth connection connected to it
    • Disconnected the Codi device from Bluetooth to resume normal operation
  1. Codi content playback is low quality, laggy, or has other noticeable issues
  • Codi may have been in use for too long of a session
    • Turn off Codi using Codi’s power knob and wait at least 10 seconds before restarting again
  • Codi’s playlist may have been corrupted
    • Make sure Codi is connected to Wi-Fi
    • Open the Codi parent app and confirm the Codi playlists are as expected
    • Codi should automatically update its onboard playlist and content
  1. Codi does not play or automatically skips certain items in the playlist in the Codi parent app
  • Codi was offline when the playlist was changed may not yet have been updated
    • Make sure Codi is connected to Wi-Fi
    • Codi should automatically update the latest playlist saved on the Codi parents app
  • The playlist item has not completed downloading yet – new items on the playlist may take up to a few minutes to download before they can be played. During this time the item will be skipped to avoid disrupting your child’s playtime
    • Make sure Codi is connected to Wi-Fi
    • Wait up to 10 minutes for all new items to finish downloading
    • If this still does not work, try removing the item from the playlist an adding it back again and waiting a few minutes for the download
  1. Codi’s buttons do not work
  • Codi may be in parental lock mode
    • Make sure Codi is connected to Wi-Fi
    • Open the Codi parent app and go to the Codi settings page
    • Make sure that parental lock mode is toggled off
  • Codi may be paired to your phone’s Bluetooth
    • Check your phone’s Bluetooth settings to see if there is a Bluetooth connection connected to it
    • Disconnected the Codi device from Bluetooth to resume normal operation
  1. Codi’s voice functions do not work
  • Codi may be offline – voice functions do not work offline
    • Open the Codi parent app and follow instructions to connect to Wi-Fi
  • Codi’s voice lock may be on
    • Make sure Codi is connected to Wi-Fi
    • Open the Codi parent app and go to the Codi settings page
    • Make sure that voice lock mode is toggled off

Codi connection issues

The following problems may occur with Codi’s connection to Wi-Fi, with their recommended solutions listed below

If possible, please first ensure that your Codi firmware version is up to date by connecting your Codi to Wi-Fi, and checking the Codi info bar on the top of the Codi screen. Please update to the latest firmware if it is out to date, as issues may be present in outdated Codi firmware

If these troubleshooting instructions do not solve your problem, please email support@pillarlearning.com

  1. Cannot or do not know how to find Codi’s Pillar-XXX Wi-Fi access point
  • To connect to Codi for Wi-Fi setup, you must connect through your phone’s Wi-Fi, not through the app
    • Follow the instructions in the Codi parent app to set up a new Wi-Fi connection
    • When prompted, hold Codi’s top and bottom buttons until Codi says it is “connecting to your parent app”
    • Return to the home screen on your phone (do not shut down the Codi app)
    • Click on your settings and go into Wi-Fi settings
    • You should see a network called “Pillar-XXX”, where “XXX” is a set of three random unique numbers and/or letters identifying your Codi device
    • Connect to the Pillar-XXX network
    • Once connected, return to the Codi parent app and continue to follow the on-screen instructions
  • Codi’s Pillar-XXX access point may not be ready yet – it may take a second or two to prepare
    • While in your phone’s Wi-Fi network settings, refresh the Wi-Fi list by turning off and on your phone’s Wi-Fi to see if Pillar-XXX appears
  1. Codi is unable to find my desired Wi-Fi network
  • Particularly in areas with many competing Wi-Fi networks, Codi may have trouble finding your desired network
    • You may attempt to restart the connection process again by restarting the set up
    • Or you may input your Wi-Fi network information manually
  1. Codi is unable to connect to a Wi-Fi network (says password is incorrect) after multiple tries
    • The Wi-Fi network is a 5 Ghz network
    • Unfortunately, Codi is unable to connect to a 5 Ghz network. Please try again with a 2.4 Ghz network
    • The Wi-Fi network is a mobile hotspot
    • Unfortunately, mobile hotspots do not support a connection with Codi. Please try again with a standard Wi-Fi network
  • The Wi-Fi network requires additional login credentials to access (eg a hotel network)
    • Unfortunately, Codi is unable to connect to a network that requires additional credentials. Please try again with another standard Wi-Fi network
  1. Codi says it is connected but my Codi parent app does allow not me to complete setup
  • The connection process might have been interrupted or the steps were completed too quickly
    • Restart the Wi-Fi connection from the beginning, but spend a few seconds longer on each step, carefully following the instructions on screen
  1. I believe Codi is connected to Wi-Fi but I see the “Codi is not connected” banner in the Codi parent app
  • There may be a slight delay of up to 10 seconds between Codi connection and the status being updated in the parent app
    • Confirm that Codi is connected to Wi-Fi
    • Wait up to 10 seconds (changing between a couple of the app screens may help refresh the status bar to update faster)
  • The parent app may be out of sync
    • Confirm that Codi is connected to Wi-Fi
    • Close out of the Codi parent app
    • Open the Codi parent app and login again with your parent email