My RGB Critter doesn't hold a charge (it won't turn on)
Important: Only use the USB charging cable supplied with your order to charge your Critter. Use of any other charging cable may cause damage to your Critter and will void the warranty.
1. Have you checked to make sure the buttons on your Critter aren't locked? To unlock/lock the buttons on the RGB Critter 2.0, press the Arrow and Power buttons at the same time. You will see the color green for unlocked buttons and the color red for locked buttons.
2. When charging the RGB Critter, are you making sure that the battery door is fully latched when charging? The battery door must be fully latched prior to charging the battery. Please see the image below showing a fully latched battery door.
3. Check to make sure the battery is facing the correct direction. The positive side should be facing the front of the flashlight.
4. Try using a different power source to charge your Critter (make sure to use the USB charging cable provided with your order).
IMPORTANT: If your USB charging port is not working:
A possible reason is that this particular USB wall port adapter has a USB PD (Power Delivery) protocol. The presence of this protocol does not allow us to identify a device that does not have the same protocol and therefore the flashlight does not charge (we checked this in our office).
If the troubleshooting steps above did not solve your problem, please do the following:
1. Check to see if your Critter powers on when plugged into a power source. If it does not turn on, please repeat step 4 above.
If your Critter does not turn on when plugged into a power source, please send us a video showing this issue to firstname.lastname@example.org
2. If your Critter turns on when plugged into a power source and you have already followed the steps above, your Battery Door might be broken (please see the section titled "RGB Critter will only turn on when plugged into a power source").
The buttons on my RGB Critter don't work properly (example: on/off button doesn't work when pressed)
The silicone Shell on the Critter is not permanently attached to the aluminum housing and it can move around depending on how the product is used. If the silicone Shell moves around, the buttons on the bottom of the Shell may not align properly with the buttons on the flashlight. Please try massaging the Shell around a bit so that the buttons properly align and let us know if you're still having issues.
If this does not solve the problem, please send us a video that demonstrates the issue you're experiencing.
Email your video to email@example.com
RGB Critter will only turn on when plugged into a power source (broken Battery Door)
If your Critter will only turn on when plugged into a power source, it's possible that there is a loose electrical connection due to a broken Battery Door part.
Here's an example of what the Battery Door part should look like.
If the End Cap is not fully installed into the back side of the RGB Critter, and the Critter happens to be dropped, then the plastic on the Battery Door may become damaged. If this part is damaged, there will likely be issues with powering the Critter when it is not plugged into a power source.
If you find that the Battery Door part is damaged, you can purchase a replacement on our website here.
If you're unsure if your Battery Door part is broken or not, please send us a close-up picture of your Battery Door to firstname.lastname@example.org. Here's an example of what the picture should show.
The button LEDs are flickering when plugged when charging
1. Press the power button on/off. this should resolve the issue.
2. Check to make sure the battery is facing the correct direction. The positive side should be facing the front of the Critter.
3. Try initiating a factory reset. (see instructions below)
If these troubleshooting steps do not work, please send us a video showing a successful factory reset and the button LEDs blinking while charging.
Send the video to: email@example.com
I dropped my Critter and the End Cap is stuck in the aluminum housing
I fully charged my Critter and the next time I used it the battery was dead
If left within the RGB Critter, the 18650 battery will continue to discharge at a slow rate. If stored for more than 2–3 weeks, the battery should be removed from the RGB Critter and stored around the 50% charge level in a cool environment.
You can find more information on proper battery handling techniques on our website here.
Where can I buy a replacement End Cap?
Here's the product page for the replacement End Cap.