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The Wii U Console Will Not Turn On

Important Note:

If there is physical damage to the AC adapter or system, it will require replacement. Please contact Nintendo Customer Service Monday to Friday, 9:00am to 5:00pm Australian Eastern standard time on: 03 9730 9822 or New Zealand customers please call: 0800 743 056 so that we may provide you with further assistance.

What to Do:

  • First, attempt to use a different electrical outlet, one that is known to work. Do not use any power boards, surge protectors, or extension cords. If this does not work, follow these steps:
  • Ensure that the Wii U console is not exposed to high temperatures and that it has proper ventilation (at least 10 cm away from obstructions).
  • Check to see if the AC adapter is a licensed accessory by verifying the model number (WUP-002(AUS)). If the AC adapter is unlicensed, and a licensed accessory is available, it may resolve the issue.
  • Check for physical damage to the AC adapter. If you find evidence of cracks, frayed cords, or other damage, it will require replacement.
  • If none of the troubleshooting above corrects your problem, perform the following: 
  1. Unplug all accessories from the Wii U console, including any external hard drives or other storage devices.
  2. Unplug the AC adapter from the electrical outlet and from the back of the Wii U console.
  3. Wait at least 90 seconds. This will cause the AC adapter to reset.
    • It is extremely important to wait the full 90 seconds. The AC adapter will not reset if you do not wait the full amount of time.
  4. After 90 seconds has passed, plug the AC adapter into the Wii U console and electrical outlet. Do not use any power boards, surge protectors, or extension cords.

If your problem is still not resolved, please contact Nintendo Customer Service Monday to Friday, 9:00am to 5:00pm Australian Eastern standard time on: 03 9730 9822 or New Zealand customers please call: 0800 743 056 so that we may provide you with further assistance.
 

Does the Wii U Support AV/Component Video?

Yes, the compatible video cables include HDMI™, Wii Component Video, and Wii AV.

My Television Does Not Support HDMI

What to do:

If you have purchased a Wii U console, but your television does not support HDMI, you have alternative options to connect your Wii U console to your display:

  • A Wii AV cable
  • A Wii Component Video cable

If you currently use any of these cables to connect a Wii to your TV, simply switch the cable plugged into the AV Multi Out Connector on the back of the Wii console to the same connector on the back of the Wii U console.

  • If you do not have access to a Wii AV cable or a Wii Component Video cable, you will need to purchase one before you can connect your Wii U to your television.

    For more information please contact Nintendo Customer Service Monday to Friday, 9:00am to 5:00pm Australian Eastern standard time on: 03 9730 9822 or New Zealand customers please call: 0800 743 056 so that we may provide you with further assistance. 

Video Issues with Virtual Console Games in Wii Mode

Are there black bars or flickering colors that appear around the game image on the sides of the television screen?

  • This is a result of the way in which larger TVs, particularly widescreen TVs, process the image. The images would also appear if you had the original NES connected to your television. Although there is not a way to adjust this image to reduce the effect, the game is still playable.  

How to Turn Auto Power-Down On or Off

What to do:

  1. From the Wii U Menu, select "System Settings."
  2. Using the Left Stick, scroll to the "Auto Power-Down" icon and press the A Button.
  3. Select "Use" or "Don't Use" to toggle the Auto Power-Down function.

System Freezes Unexpectedly While In Use

What to do:

Instances of system freezing are rare and unlikely to occur. If your system has frozen unexpectedly, do the following:

  • Reset your system by unplugging it from the electrical outlet for 10 seconds.
  • Ensure your system is kept current with available system updates.

How to Perform a System Update
Important: Please do not power off your Wii U Console during the System Update.

  1. From the Wii U Menu, select "System Settings".
    • The current menu version will be displayed in the top right corner.
  2. Using the Left Stick, scroll to the "System Update" icon and press the A Button.

     
  3. Tap "Update" to connect to the Internet and begin the update process.

If your problem is still not resolved, please contact Nintendo Customer Service Monday to Friday, 9:00am to 5:00pm Australian Eastern standard time on: 03 9730 9822 or New Zealand customers please call: 0800 743 056 so that we may provide you with further assistance.
 

How to Adjust Auto Power-Down Duration

What to do:

  1. From the Wii U Menu, select "System Settings."
  2. Using the Left Stick, scroll to the "Auto Power-Down" icon and press the A Button.

     
  3. Select "Use" then tap "OK."
  4. Use the up and down arrow to select the desired duration (in hours) before the Wii U will automatically power-down when idle.
  5. Tap "Confirm."
  6. Tap "OK.

The SD Card is Not Recognised

What to do:

  1. Reinsert the SD card:
    1. Make sure the Wii U is off and remove the SD card.

      Check that the SD Card is compatible.

      Compatible Cards:
      SD memory cards up to 2 GB
      SDHC memory cards up to 32 GB
      SDXC and fast-transfer UHS-type memory cards are not compatible.

    2. Check the SD card and ensure it is unlocked.
    3. Re-insert the SD card and turn the system on.
  2. If you are comfortable with deleting the data on the SD card, try reformatting it.
  3. Try another SD card or try the SD card in another device, such as a PC or other compatible device.

If your problem is still not resolved, please contact Nintendo Customer Service Monday to Friday, 9:00am to 5:00pm Australian Eastern standard time on: 03 9730 9822 or New Zealand customers please call: 0800 743 056 so that we may provide you with further assistance.

Warranty Service Information
Customer Service