Hey everyone,

Energize Lab is a start-up company where we develop and design Eilik as its faithful player. Our team puts all the enthusiasm and vision into Eilik, committed to making Eilik grow up and make it better. Therefore, we are gravely concerned about recent SD card and update issues plaguing our customers. We do hope you will not panic too much about it. 

The following is our conclusion and solution. Thank you for your time in going through this statement!

First, we're not using cheap memory cards. We tested samples from at least 20 suppliers before adopting an existing solution. We purchase SD cards from regular manufacturers, and the memory particles are wafers produced by Samsung. If we intended to save on the costs of SD cards, we could have used smaller-capacity SD cards. However, we apply larger-capacity SD cards to Eilik to ensure that our users can perform long-term updates and obtain more fun content in the future.

According to our investigation, there is a small probability of poor contact in the application of SD cards. Among the robots returned to the warehouse for maintenance, more than half can be restored to normal use after unplugging the SD card and inserting it back. Based on this analysis and discovery, we have replaced the material of SD card slots and have taken other measures, such as fixing the SD card with glue and so on. Every unit of Eilik has been tested by machine equipment before it leaves the factory. We will continue to improve the production process and testing process in the future. What's important, our technical team is planning a new storage solution, using SD NAND as the storage medium, in order to avoid poor contact. It is currently being tested!

Our team also attaches importance to the feedback on slow firmware updates. The number of files added for Eilik is numerous in each update. And the firmware data is transmitted through the serial port. The speed of the serial port is limited, about 200k/s, which leads to more execution time and relatively slow updates. Due to some restrictions of macOS, the update runs relatively slow on an Apple Macbook or iMac than on a Windows computer. In individual regions or countries, the speed of the server network is not very speedy. We are working on increasing regional servers to advance in the update speed. We would appreciate it if you would be patient in carrying out the update.

If you have any problems using or updating Eilik, don't hesitate to contact our team through the support link and we promise to give you a solution or a replacement as soon as possible. As a start-up, our company doesn't consist of many members. Since China eased Zero-COVID policies, a number of team members have been infected with COVID-19, which has a lot of impact on our overall work efficiency. We are beyond grateful for your patience and time waiting for our response! 

Again, we are here to extend our gratitude for your valuable support, love, input and feedback for Eilik. And we will strive to give something meaningful back to you all!!    

Hope you are doing great. Be safe and stay healthy!

Warm regards,

Energize Lab Team