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Look and Find Elmo Support

FAQs (For further assistance click the Contact link above)

Why don’t I hear any sound?

If you do not hear any sound while playing this app, try the following:
1) Check the volume buttons on the outside edge of your device to make sure the volume is not set to the lowest setting.
2) Check the Ring/Silent switch (or Side Switch on the iPad) on the outside edge of your device to make sure it is not set to silent (mute).
3) If #2 above does not work, please note that on an iPad, the Side Switch can be used in two different ways—as a Mute button or as a Rotation Lock button (so the screen doesn’t rotate when you tilt the device). It is possible that the sound was muted, and then the functionality of the switch was changed to Rotation Lock. In this case, flipping the switch back and forth will not turn the sound on and off. It will only affect the rotation of the screen.
To change the functionality of the switch back to Mute On/Off, go into your Settings. Under the category General, find the “Use Side Switch to” box, and check Mute. Then exit Settings and return to the app. Now the Side Switch should work to turn the audio on or off.
Once you turn on the audio, you can change the Side Switch back to a Rotation Lock button, and the audio will remain on.

How do I switch scenes?

You can navigate from one scene to another (or to any other place in the app) through the Menu button, which always appears in the lower right-hand corner of the screen. When you tap this button, a Menu tray slides out with five options. To go to a different Look and Find scene, tap the scene selector button on the far left. To go to Super Duper Sticker Book, tap the Sticker Book button. To play the Look-Look Memory Game, tap the Game button. To turn off/on the music and sounds, tap the Settings button. For Help, Parent Tips, What’s New, and Credits, tap the Information button.

How can I skip the five Find’ems in the box and load another set of five?

To pull up a new random set of five Find’ems, just select the scene again. To do this, tap the Menu button, then the scene selector button, then choose the scene you are currently in (it will be the one scene that is faded out). The scene will reload, with a new set of five random Find’ems from the pool of 15 Find’ems per scene.

How do I collect stickers?

Tap around each Look and Find scene to find three additional objects or characters that animate. After the animation plays, a sticker will be added to your Super Duper Sticker Book. Then you can continue searching for Find’ems and other stickers.

There are 18 of these hidden animations to discover and add to your Sticker book. You will earn stickers only the first time each of the 18 hidden animations is touched. Your Sticker book is accessible through the Menu tray. Once you open the Sticker book, you can always see which stickers you’ve collected and which ones you still need to find. To start over and collect stickers again, go to the Super Duper Sticker Book and tap the Clear Stickers button. A pop-up will appear to confirm that you want to start over.

How do I turn off the background music?

You can turn off the background music via the Menu tray. Tap the Menu button. When the Menu tray opens, select the Settings button. This will open a pop-up that allows you to turn off/on the music, and/or turn off/on the sound effects and narration.

Tap the Menu button or the screen to close the Menu tray and return to your play.

How can I restrict my child from making additional purchases from the App Store?

Apple devices have built-in parental controls that you can access through the Settings button. By default, you have 15 minutes to continue making purchases after you type in your password. But you can change this default setting to eliminate the 15-minute timeframe and force a password for each purchase. To do this, go to Settings and select “General.” Scroll down and select “Restrictions.” Then select “Enable Restrictions.” (You will be asked to enter a Restrictions Passcode.) Then, scroll down again and select “Require Password.” Select “Immediately”.

For more information on iOS parental controls, go to:

More Troubleshooting

*If you are unfamiliar with any of the terms used in the following section, please see Apple definitions for your specific device at:
Follow these steps to force an app to close (iOS):

  1. From the Home screen, double-click the Home button. (This is the circular concave button on the face of the device.)
  2. Touch and hold on the app icon.
  3. When the app icon starts to jiggle, tap the minus sign to close it.
  4. Double-click the Home button and try opening the app again.

Follow these steps to restart your device (iPhone, iPad, iPod Touch):    

  1. Press and hold the Sleep/Wake button on the side edge of your device for a few seconds until the red “slide to power off” slider appears. Then slide the slider.
  2. Press and hold the Sleep/Wake button until the Apple logo appears.

Follow this step to reset your device:

Note: Reset your device only if it is no longer responding and the steps above do not work.

Press and hold the Sleep/Wake button and the Home button together for at least ten seconds, until the Apple logo appears.
If the steps above do not help you, try the following:
Delete the app from your device and then restart your device (as explained above). Then re-download Look and Find Elmo on Sesame Street directly to your device via Wi-Fi and not from your sync computer. Please let us know how it goes.

For further assistance, e-mail us at