The Go's firmware is not updating, or the update is taking too long.

If your Go is not connecting to WiFi nor updating, try manually updating the device's firmware. For the best experience, we recommend using a Windows machine, since MacOS doesn't natively support MTP.


For Windows OS:

  1. Download this firmware file here.
  2. Then, factory reset the Go by following this procedure:
    1. Unplug the Go from USB-C power.
    2. Hold the power button.
    3. Plug in the USB-C power to the Go.
    4. Continue holding the power button for 10 seconds.
    5. Release the power button after 10 seconds.
    6. Your LED should flash yellow if you’ve successfully activated the factory reset.

    7. Leave the Go running until the LED stops flashing yellow.

      The LED will flash yellow for approximately 1 minute.

      Do note that if you factory reset your Go, you will lose connection to your WiFi network and your uploaded holograms will be removed from your playlist until you connect to WiFi again.

  3. Plug the Go into a Windows computer and turn it on, from there you should see the Go show up under My Computer .
  4. Drag the firmware file you downloaded into the Go's root storage folder.
  5. Turn the Go off.

  6. Reconnect the Go to wall power and turn it on.

    This will start the firmware update, please wait until the Go's LED changes from purple to white.

    This can take about 10-20 minutes. Once that happens the firmware update is complete!​​


For MacOS:

  1. You'll need a software called OpenMTP to access the Go's storage. MTP on MacOS is a bit finicky and can be interrupted by other programs like Google Drive, Dropbox and even Google Chrome.
  2. Then, factory reset the Go:
    1. Unplug the Go from USB-C power.
    2. Hold the power button.
    3. Plug in the USB-C power to the Go.
    4. Continue holding the power button for 10 seconds.
    5. Release the power button after 10 seconds.
    6. Your LED should flash yellow if you’ve successfully activated the factory reset.

    7. Leave the Go running until the LED stops flashing yellow.

      The LED will flash yellow for approximately 1 minute.

      Do note that if you factory reset your Go, you will lose connection to your WiFi network and your uploaded holograms will be removed from your playlist until you next connect to WiFi.

  3. Once you have OpenMTP working, connect your Go to your Mac and turn it on. You should then see the storage drive show up in OpenMTP, from there you can drag the firmware onto the Go.

  4. Once this has copied over correctly, you'll need to unplug your Go and connect it to wall power via the included adapter and USB-C cable. turn it on and wait for the light to change from purple to white, this will take about 10-20 minutes.


Please note: When connecting your Looking Glass Go to WiFi for the first time, it will need to be updated to the latest firmware. This can take anywhere from 5 minutes to 1 hour depending on your WiFi connection speed. Follow the instructions on your mobile app and do not touch your Looking Glass Go as the firmware is being updated. During the update, the screen might look like it's switched off and the LED might switch off temporarily.

When updating, the LED on your Looking Glass will be breathing purple when the firmware has been downloaded successfully and is updated.

If more than 1 hour has passed and your Looking Glass Go has not fully completed the firmware update process, please reach out to support@lookingglassfactory.com with the subject line "Firmware Update" and provide us with your serial number (which appears on the bottom of your device and on the app and looks like: LKG-E#####) and order number.

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