Issue

Your device is frozen on the message "Please wait while we prepare your device"

Cause

Internal error

Resolution

Allow the device up to 10 minutes on the frozen screen before attempting troubleshooting.

Try these solutions in order.

• Solution 1: Reset the device
• Solution 2: Connect an Ethernet cable

Solution 1: Reset the device

1. Disconnect the power cord from the back of the machine.
2. Wait ten seconds.
3. Plug the cord back in firmly.
4. Tap the power button.

If your device freezes on that screen again, go to the next step.

Solution 2: Connect an Ethernet cable

1. Tap Settings.
2. Connect the device using an available Ethernet connection (if you were using wireless, this is only temporary until the unit is restored).
3. Plug the power cord back in firmly.
4. (Optional) Once the issue is resolved, device can be put back on a wireless connection.