If this happens to you, long press the on/off button (if you have one), until the screen turns off (to force the device to turn off). Turn on the device again.
Next, if the problem persists, we advise you to restore the factory settings. To do this, check if your device has this functionality, by going to the manual or to the menu of the device itself or the application.
If the problem continues, contact our technical assistance service. We will be happy to help you.
Note: Remember that when you perform a reset you do not lose all the information stored in the server, just the counters on your device reset to zero.