Arcade can't get into bootloader mode

Arcade Help
1

Hi,

We have two new Retro Arcade units, but neither is detected when connected to a Chromebook or on multiple Windows 11 laptops.

We have tried several known-good USB data cables and multiple computers. The devices do not appear in Windows Device Manager or in the MakeCode USB pairing window.

We have also tried the following button sequence:

  1. Hold the Reset button.
  2. Briefly press A or B.
  3. Continue holding Reset for another 3–5 seconds.
  4. Release Reset.

The result is always the same: the screen briefly flashes grey, then the device boots back into the car game with the red background. A brief press of Reset also causes the screen to go blank or grey momentarily before returning to the same game.

As this is happening with two separate new units, are we missing a particular step for entering download or programming mode?

Thanks.