Xueersi Learning Device Login Outage Prompts Apology, Queue Hits 6,143

On the evening of August 11, 2026, Xueersi learning machines experienced a large-scale login anomaly. Multiple users reported on social media that their devices suddenly logged out, and the Xueersi Qinzi app also showed login and code-scanning errors. The issue occurred around 8:40 pm and affected users in multiple regions. Some users calling customer service encountered unanswered calls or dropped connections after being transferred.

At 11:49 pm, the Xueersi Qinzi app pushed a notice titled "Explanation on Login Anomaly." The Xueersi learning machine team said that starting at 8:30 pm, some learning machines experienced login issues due to server network fluctuations. The system had gradually recovered, and users could log in normally via code scanning. The team apologized to users but did not specify the number of affected devices or users, nor did it disclose the specific cause of the network fluctuations.

User feedback showed that when requesting to be transferred to a human agent, the page indicated a long queue, with one user's screenshot showing 6,143 people ahead. In the comments, other users reported seeing wait counts exceeding 2,000, 4,000, or 6,000. These figures reflected the pressure on customer service during the outage.

The anomaly occurred about a month after the official sale of Xueersi's new flagship learning machines. On June 30, Xueersi released the T6 series, which went on sale across all platforms on July 9. The initial prices for the T6 standard, T6 international, and T6 Max were RMB 6,899, RMB 8,699, and RMB 11,999, respectively. Xueersi also launched features such as Peiyou AI tutoring, and said some new functions would later be pushed to older models. Some users reported that their devices, which had been purchased recently, experienced logouts.