My Supernote screen is frozen. What should I do?

  Quick response  

If your Supernote screen is frozen or does not respond to touch or buttons, the device is usually stuck due to a temporary system freeze or a power-related issue.

• This does not usually indicate hardware damage.
• Most frozen screens can be resolved with a restart.
• Follow the steps below in order, without skipping any.

Important to know (before troubleshooting)

E-Ink screens do not refresh automatically
A frozen image does not always mean the device is off
Restarting the device does not delete any data

Step 1 – Forced reboot (recommended)

This is the most effective solution in most cases.

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

ℹ️ This operation does not delete any data.

Step 2 – Restart using the reset hole

If the forced reboot does not work:

1. Take a pin or an unfolded paper clip.
2. Gently 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 – Charge the device and restart

If the screen remains frozen or the device will not turn on:

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

The Supernote logo or a boot progress bar should appear.

You can also swipe down from the top of the screen to check the battery icon in the top right corner.

If nothing appears after 30 minutes:

• check the charging port
• try another USB-C cable
• try another charger or wall outlet

Step 4 – Fully discharge the battery (last resort)

If none of the previous steps work:

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

This step allows the battery to fully discharge and can recover the device in rare cases.

What is NORMAL (and not a bug)

• The image stays visible while the system is restarting
• No immediate visual change when the device is charging
• A short delay before the screen refreshes after reboot

ℹ️ These behaviours are normal on E-Ink devices.

When should you contact support?

Only contact customer support if:

1. the screen remains frozen after completing all steps above
2. no logo appears even after charging with multiple cables and chargers
3. the device does not respond to the reset hole
4. the Supernote is new or was received recently

Remember to specify:

• your device model (A5 X / A6 X / A6 X2 Nomad)
• what the screen is showing (frozen page, blank screen, logo)
• what steps you have already tried