G350 stuck on loading screen or won't turn on: what to try

Start with charging, even if the battery seemed full

A completely flat battery can look like a fault: a black screen, no response to the Power button, sometimes a start-up that stops partway. So before trying anything else, plug the console in. The USB-C port is on the top edge, on the left, marked DC/OTG. It's the G350's only charging port. The cable in the box is USB-A to USB-C, but no charger is included. Use a 5 V mains adapter that supplies at least 1.3 A. An old computer USB port or an adapter that's too weak may not be enough to revive a flat battery.

Then look at the two small indicator lights in the middle of the top edge. There's no need to decode a colour scheme: what matters is whether either of them reacts when you plug in. If nothing lights up, change one thing at a time: another cable, another adapter, another socket. Also unplug any accessory using the port instead of the cable, such as a USB Wi-Fi module sold separately, as it occupies the only charging port. If a light does react, leave it to charge for a good while, then try the Power button again.

Check the system card is pushed fully in

The G350 has no internal memory. Its system starts from the microSD card in the TF1/INT slot on the left side. The second slot, TF2/EXT on the right side, is for games. If the system card has shifted slightly, after a drop, a trip in a bag or some hurried handling, the console may stay on a black screen or stop halfway through loading. Switch the G350 off completely, remove the card from the left slot, then reinsert it all the way, the right way round, without forcing it.

While it's out, have a look at the card in good light. A crack, a crushed edge or scratched gold contacts are signs of wear. Never remove a card while the console is switched on: it's an easy way to damage what's on it. Also check that the two cards haven't been swapped between the left and right slots, an easy mix-up after putting things away.

Restart the console with the Reset button

If charging is fine and the card is properly seated but the screen stays frozen, the Reset button may get things moving. It's on the right side, next to the Power button, and forces a restart when the console stops responding. Press it once, release it, then give the G350 time to restart without touching any buttons. If the loading screen comes back and freezes at the same point, there's no point repeating it: the problem probably lies elsewhere, most often with the card.

A useful clue: according to the manual, the console vibrates when it starts. If you feel that vibration after pressing Power, the G350 is getting power and has begun its start-up sequence. The problem is then more likely to be with reading the system than with the power supply. With no vibration and no light, go back to the charging step before going any further.

Frozen loading screen: why the card is often to blame

When the G350 switches on but stops at the loading screen, the system card is the most common suspect. The factory Linux system and its EmulationStation menu are stored entirely on it. If some of those files become unreadable, start-up begins and then stops, sometimes always at the same moment. A published setup guide also notes that the microSD cards supplied with this type of console can be fragile. That doesn't mean failure is inevitable, but it explains why the card comes before any other theory.

Several things can damage what's on it: the battery cutting out during a write, a card removed while the console is on, files changed on a computer without ejecting the card properly, or simply wear. Don't look for an error code: the most visible symptom is still loading that never finishes. That's why it helps to have a backup copy ready.

Test with a backup copy of the system card

The most telling test is to start up from another card holding a copy of the system. Ideally, make that copy in the first few days, while the console is working well. On a computer, a card reader and disk imaging software let you save the full contents of the TF1/INT card to a file, then write it to a second, good-quality microSD card. Keep the original card and that file somewhere safe.

For the test, switch the G350 off, replace the card in the left slot with the copy and switch it on. If the console starts normally, the original card is very likely the cause. If it still freezes with a healthy copy, the problem lies elsewhere and is worth raising with the seller. If you don't have a copy yet, don't rush to reformat the original card: leave it untouched, as it may still hold your files.

• Copy the system card while everything is working.
• Choose a second good-quality microSD card of at least the same capacity.
• Keep the disk image on a computer or an external drive.
• Test with the console switched off, changing only the card in the TF1/INT slot.

When to contact the seller

If the console still doesn't respond with a suitable adapter and a different cable, or stays frozen even with a healthy copy of the system card, it's time to ask the seller for help. These checks don't guarantee a repair, but they make the conversation quicker. Note down what you tried, in what order, with which adapter, and what the lights and screen do. A short video of the start-up often helps. Stop using the console if the shell is warped, it gets unusually hot or you notice an unusual smell.

The G350 shop is an independent retailer of the console: for help with your G350, write to customer service at contact@r36s-console.com, which replies within 24 business hours. The shop doesn't support community systems such as ArkOS or ROCKNIX: installing them is at your own risk, after backing up your cards.