My Supernote is slow or unresponsive

  Quick response  

If your Supernote is slow, frozen, or unresponsive, it is most often due to:

• a temporary system freeze
• a battery-related issue
• or deep sleep mode

Follow the steps below in order, without skipping any.

Important to know (before troubleshooting)

E-Ink screens are slower than conventional screens
A slight delay may be normal
However, a completely frozen screen is not normal

Step 1 – Forced restart (most effective solution)

This is the recommended solution.

1. Press and hold the power button for approximately 8 seconds.
2. Release the button.
3. Press and hold the power button again for 8 seconds.
4. Release when the Supernote logo appears.

ℹ️ This operation does not delete any data.

Step 2 – Restart via the reset hole

If the forced restart does not work:

1. Take a pin or an unfolded paper clip.
2. Insert it into the reset hole next to the power button.
3. Press for about 5 seconds.
4. Remove the pin and wait for the device to restart.

Step 3 – Check and restart charging

A low battery level may cause the system to freeze.

1. Connect your Supernote using a USB-C cable.
2. Use a mains charger (avoid computer USB ports).
3. Leave the device charging for at least 30 minutes.

ℹ️ The Supernote logo or a progress bar should appear.

If nothing appears after 30 minutes:

Check:

• the charging port
• the USB-C cable
• the power adapter

Try another cable or charger.

Step 4 – Fully discharge the battery (last resort)

If the Supernote remains slow or frozen despite the previous steps:

1. Leave the device unused for up to 3 days
   without using it
   without pressing any buttons
2. After this period:
   charge it overnight
   using another USB-C cable or charger

This step allows for a complete reset of the power supply, which is sometimes necessary.

What is NORMAL (and not a bug)

• Slight slowness when opening a document
• Visible screen refresh time
• Short delay during synchronisation

ℹ️ These behaviours are normal on E-Ink screens.

When should you contact support?

Only contact customer service if:

1. no logo appears after completing all of the above steps
2. the device does not respond even after trying several chargers and cables
3. the Supernote is new or was received recently

Remember to specify:

• the model (A5 X / A6 X)
• what you have already tried