Nintendo DSi & Nintendo DSi XL - System Problems

If you are experiencing issues with your Nintendo DSi system, please use the links below for specific troubleshooting information that may resolve the problem you are experiencing. If troubleshooting does not resolve the issue, repair options will be presented. If you cannot find your issue listed, select "All other problems" at the bottom of the list below.



Power and battery problems
For assistance with power and battery issues, please click here.




Game locks up or freezes
Occasional lockups with video games can happen from time-to-time and do not necessarily indicate a need for repair or replacement. If you are experiencing frequent lockups, or a particular game always locks up in the same area, please see the information below.

  • Make sure you are using only licensed accessories. Unlicensed products and accessories do not undergo Nintendo's testing and evaluation process. They may not work at all with our game systems, and they may have compatibility problems with certain games or accessories.
  • Check for visible contamination or foreign material on the connector pins of your Game Cards or Game Paks. If you see contamination or foreign material on a Game Card, please click here for replacement information.
  • Does the problem occur frequently with multiple games? If so, it may be difficult to determine if the problem is with the system itself, the games, or a combination of both. Please call (800) 255-3700 so that we may assist you further.
  • If possible, try the Game Card in any other Nintendo DS system (including Nintendo DS and Nintendo DS Lite systems).
  • If the game still does not work in another system, it is likely a problem with the Game Card. Please review our Nintendo DSi Game Card replacement options to determine how to get your game replaced.
  • If the game works properly in another system, the problem is with your Nintendo DSi and it will need to be repaired. Please click here for repair options.

If you are not able to try the game in another system, or the above troubleshooting steps haven't narrowed the problem down, it is impossible to determine for certain whether the problem is the Nintendo DSi or the Game Card. Please contact Nintendo's Consumer Service Department at (800) 255-3700 for assistance.





Buttons do not respond
Because some games may not use all or some of the Nintendo DSi buttons during game play, consult the game instruction manual.

If you are still experiencing difficulty with buttons not responding and you are confident it is not an issue with how a particular game plays, then your system will need to be repaired. Please click here for repair options.






Liquid spilled on system
If liquid of any kind has been spilled in the Nintendo DSi system, remove the battery cover and battery and allow the system to dry. If a significant amount of liquid touched the battery, it must be replaced. Please check with your local retailer that sells Nintendo products. If allowing the system to dry and replacing the battery do not solve the problem, your system will need to be repaired. Please click here for repair options.





Buttons are sticky or are stuck down
Having difficulty only pressing the "Power" button down? If so, click here. For all other buttons, try the steps below:

What you will need:

  • 1 clean, dry toothbrush (no toothpaste on it)

    How to clean the buttons:
  1. Turn off the Nintendo DSi system. Remove the AC adapter, and any Game Paks and SD Cards.
  2. Turn the system screen-side down.
  3. Using a clean, dry toothbrush, gently and thoroughly scrub the area around the buttons, working the bristles around the sides of the buttons.
  4. Test the system for proper response.
  5. Repeat the process if necessary. If cleaning doesn't solve a sticky button problem, the unit will need to be repaired. We do not advise opening the system or using liquid cleaners at any time.

If the steps above don't solve the problem, your system will need to be repaired. Please click here for repair options.





Power button is sticky or difficult to press down
The power button on the Nintendo DSi was designed to be somewhat difficult to press down to help prevent accidentally shutting the system off during use. Make sure you are pressing down with enough pressure.

If you feel it takes an excessive amount of pressure to adequately turn on the Nintendo DSi, then your system will need repair. Please click here for repair options.





Physical damage (including plastic housing)
If your Nintendo DSi system has been physically damaged and is in need of repair, Nintendo does offer repair options. Please note that because physical damage is not covered under the manufacturer's warranty, there may be a charge for the repair. Please click here for your repair options.





System doesn't recognize a Game Card is inserted
If a game is inserted into the Nintendo DS Lite, but you are not able to get it started, try the following:

  • Make sure the Game Card is is fully inserted by pressing firmly until you hear a "click."
  • How are you trying to start the game? You must select the Game Card's icon from the Nintendo DSi menu to start it.
  • Does this issue only happen with one game? If so, it appears there is a problem with that particular Game Card. Click here for replacement options.

If your Nintendo DSi system is unable to recognize inserted Game Cards, then it will need to be repaired. Please click here for your repair options.





All other system problems
If the problem you are experiencing is not described above, please try the following:

  • Check our "screen" troubleshooting to see if it might be listed there.
  • If you are having an issue with just one particular game, consult the manual for that game. Some games have unique features or settings that can be adjusted that may resolve the issue you are experiencing.

If the information on this page or in our system troubleshooting does not resolve your issue and you feel the system may need to be repaired, please call 1-800-255-3700 so that we may assist you further.