Welcome to the Help Center
Have questions? You’re not alone. See our answers to frequently asked questions about our products and process. If you don’t find what you’re looking for there, try our Instructions and Resources section below.
Frequently Asked Questions
What is NunoErin’s standard warranty?
Standard 1 year warranty. Please refer to NunoErin Terms and Conditions of Sale.
Can a Ucreate be powered down without needing to unplug the unit or flip the power breaker?
At the present time, no.
Is Ucreate Designed for Outdoor Use?
The standard Ucreate is designed for interior use only. Any outdoor use is not supported and other unusual applications or installation should be discussed with NunoErin. If you are interested in a custom outdoor Ucreate, please NunoErin to discuss if further detail.
On Ucreate products, how are performance and usage data tracked?
When a Ucreate product is connected to the internet via Wi-Fi, performance data will be collected and and transmitted to NunoErin for remote monitoring of the system.
What is the management console on Ucreate products?
A management console is provided for system information and basic settings and is protected with a username and password. Volume controls, manual software updates, software, view firmware version, view current software, set time and location, view product serial number may all be accessed through the Management Console. The username and password for each unit is provided on the installation guidelines that ship with box.
Is an internet connection required on Ucreate products?
Ucreate connects to the internet through WIFI and does not require CAT 5 or CAT 6 cables. An internet connection is not required for gameplay; however connecting the system enables software updates to be automatically downloaded and installed to the system. WiFi connectivity may be disabled during normal operations and re-enabled when a software update is desired as the update will automatically be uploaded to the device when it establishes internet connectivity.
What are the power requirements for Ucreate products?
All Ucreate systems have a universal power that supports 110 VAC – 240 VAC, making it suitable for commercial installations around the world. The required plug type and country of installation should be noted on the purchase order of any products specified for international installation and NunoErin will install grounded power plugs on the unit.
How is the Ucreate software and firmware updated?
Periodic software updates are made by NunoErin to any Ucreate systems connected to the internet via Wi-Fi. The software is automatically pushed out to the system and uploaded to the device. The device will automatically restart after installing the update and the software and hardware version numbers will reflect the current versions.
How are repairs handled?
Any product issues will be diagnosed during a remote troubleshooting session. Any repairs or replacements will be coordinated by phone and managed by the Happiness Coordinator. Overseas support will be scheduled during local customer business hours. Customer phone support is available in English, Spanish, and Portuguese.
Who should I call for assistance with a product?
Do you offer custom programming for Sparkle products?
Yes. We can customize the interactive light behaviors to your brand colors and incorporate interactive motion graphics. Please contact us for additional details.
Do Sparkle products require an internet connection?
What are Sparkle product power requirements?
All Sparkle products have a universal power that supports 110 VAC – 240 VAC, making it suitable for commercial installations around the world. The required plug type and country of installation should be noted on the purchase order of any products specified for international installation and NunoErin will install grounded power plugs on the unit.
When will my order ship?
Once full payment including shipping charges is received, order will ship on the next shipping day – a Wednesday or Friday.
Can your products be used outdoors?
NunoErin products are designed for interior use only. Any outdoor is not supported and other unusual applications or installation should be discussed with NunoErin. We may be able to meet your needs with a customer solution.
What is NunoErin standard warranty?
Standard 1 year warranty. Please refer to NunoErin Terms and Conditions of Sale. (link to download)
What payment types do you accept?
We accept payment by E-check/ACH, Check, Mastercard, Visa, Discover and American Express. Please note that charges may apply for credit card purchases.
What are your standard lead times?
Our standard product lead times are 6 – 8 weeks. Custom products have longer lead times and projects can take 12 – 15 weeks. Please contact us early in your design process to ensure we can meet your deadlines.
Do you ship internationally?
Yes. We work with clients across the globe and our experienced logistics team will work with our freight forwarders or yours on air or ocean freight ranging from a single box to container size shipments.
Can we work together?
We are always looking for great people to join our team and partners to collaborate with. Feel free to contacts us with a proposal, resume, or idea on what we can do together.
I’m in the early stages of a project researching interactives. Can you make some suggestions?
We’d be happy to! Feel free to email any concepts, renderings or site plans to us at email@example.com and request a complimentary consultation call with our designers. We’ll learn about your goals and and budget and give you some recommendations and ideas on bringing interactivity to your project.