Imagix Crystal Ball – Frequently Asked Questions

No. The Crystal Ball is not always listening. Ellie and Ember only wake up when you say “Hi Ellie!” or “Hey Ember!” or when you press the Action Button.

The wake word detection runs locally on the device, not in the cloud, meaning your conversations stay private and safe.

All audio stays on the device until a wake word is detected. After that, speech is processed securely within your own profile account using encrypted servers that comply with U.S. and E.U. child-data protection laws (COPPA & GDPR-Kids).

At this time, an active internet connection is required for use of Ellie & Ember.

The experience is designed for ages 6 and up. Younger kids can enjoy the visuals with guidance from an adult.

No. Imagix runs on power through the included USB-C cable. You can leave it plugged in — that’s how it receives automatic story and performance updates.

At this time, Imagix only supports one child per device. We are currently working on adding multi-user functionality in an upcoming update in early 2026.

Updates download automatically while plugged in and connected to Wi-Fi. The Imagix team is regularly improving the performance of the device, and adding new features. Please check the updates section of our website or social media channels for news about upcoming feature updates.

You’ll see the LEDs swirl white when a new update installs, and a notification in the Imagix app.

Simply say “Hi Ellie!” or “Hey Ember!” or tap the front action button once.

When you hear them respond, then it’s your turn to talk.

You can ask to do all sorts of things, like play a riddle, tell a story, learn something new, or just chat.

Try phrases like:

• “Let’s create a story about castles!”
• "Tell me a joke about dragons.”
• “Teach me about the solar system.”

Right now, your Crystal Ball can only be paired with one companion at a time. To switch characters, you’ll need to factory reset the device and delete your profile in the Imagix Portal app before creating a new one.

✨ Coming soon: In late 2025, you’ll be able to switch between Ellie and Ember directly through the Imagix Portal app — no reset required.

And the truly magical part? Starting in early 2026, Ellie and Ember will finally meet in the story. Once that happens, you’ll be able to switch between them anytime just by saying a simple voice command.

Turn it off and unplug it first.

Wipe the globe and base gently with a dry microfiber cloth. For heavy dust, use a soft electronics brush, never water, sprays, or compressed air.

Yes. Hold the front button for six seconds until the light fades.

You can also say “Ellie, turn off” or “Ember, take a nap.”

If you truly want Imagix to be unpowered, you can safely unplug at any time, you will not lose any data or progress.

You can re-pair easily through the Imagix Portal app:

• Turn on the device
• In the app, go to Settings → Wi-Fi Networks → Click the "+ Symbol"
• Follow the on-screen instructions to reconnect (press and hold Vol - and Vol + at the same time for 6 seconds to activate pairing mode)
• Ellie or Ember will pick up where they left off.

View Step-by-Step Walkthrough

Yes. Like a smart speaker, Imagix is designed to stay plugged in.

This ensures fast startup, daily updates, and smoother conversations. When Imagix is in standby mode, it is not listening to any audio; if you'd like extra privacy, the Mic On/Off switch will also disable the microphone.

No. Most updates install automatically while your device is connected to Wi-Fi. You’ll only need to keep it plugged in during the process.

• Software updates: Run silently in the background. Instant and automatic.
  
• Firmware updates: Display “Device is updating” on the hologram screen. This process usually takes 3-5 minutes.
  
• Animation updates: Show a blue circle while new animations are being added. This process can take up to 20 minutes.

First, open your Imagix portal app and try to repair your device to the WiFi network:

• In the app, go to Settings → Wi-Fi Networks → Click the "+ Symbol"
• Follow the on-screen instructions to reconnect (press and hold Vol - and Vol + at the same time for 6 seconds to activate pairing mode)
• Ellie or Ember will pick up where they left off.

If you are still having issues, you can try a factory reset:

1. Unplug the device.
2. Hold the front action button while plugging it back in.
3. When the light turns red then blinks white, let go.
4. The device will reset and guide you through setup again.
5. Follow this step-by-step walkthrough to re-pair your device with the app.

Wait a few seconds, sometimes they’re “thinking.”

If they remain silent, press the front button once or say the wake word again.

If that doesn’t help, unplug Imagix and plug it back in.

The fan display that projects Ellie or Ember relies on precise rotation speed. If power is weak or inconsistent—such as from overloaded outlets, multi-device power strips, or long extension cords—the motor speed fluctuates and the image can invert or tilt.

To correct it:

1. Disconnect the Crystal Ball.
   
2. Plug it directly into a wall outlet or a high-quality USB power adapter (5 V 2 A min).
   
3. Turn it back on after 10 seconds.
   
4. If the hologram still looks off, move the power adapter to another outlet to confirm stable current.
   

Tip: For best results, dedicate one outlet to your Crystal Ball and avoid plugging it into hubs or extension cords with other high-draw devices.

• Wait at least 30 minutes to ensure the update has time to finish.
• If it still hasn’t completed, unplug your Imagix device, wait 10 seconds, and plug it back in.
• Reopen the app to check the update status.
• If you are still having trouble, you can try a "Factory Reset"

• Make sure Bluetooth and GPS are enabled on your phone.
• Confirm the device light is yellow or blinking white (pairing mode).
• Use a 2.4 GHz Wi-Fi network , not 5 GHz or a guest network.

• Keep the device within 10 ft (3 m) of your router during setup.
• Avoid networks that require a browser login (like hotels or schools).
• If using a phone hotspot, it must be a different phone than the one running the app.

• Wait for the beep before speaking.
• Try rephrasing or speaking a little slower.
• If it happens often, move the device to a quieter room (below 60 dB).

Hold the (Vol -) button for 6 seconds or tell Ellie or Ember to “Turn off.","Go to Sleep" or similar.

They will say goodnight to you, and power off.

We are also building a new feature to schedule Night Mode in the Imagix Portal app and expect this to be available in early 2026.

Visit myimagix.com/support or email support@artificial-imagery.com

Our global support team is here to assist and respond to you within 24 hours!