Issue Your device is frozen on the message “Please wait while we prepare your device”. Cause Internal error. Solution 1: Reset the device Allow the device up to 10 minutes on the frozen screen before attempting troubleshooting. 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.