Hi,
Seems that the console has experienced corruption on the unit, If the reformatting did not do anything to fix the problem then something is wrong with the unit, How long did your grandson have the unit? if it still in warranty better contact Leapfrog for further info possible they can have the unit serviced or replaced with the issue.
Leapfrog contact service
Troubleshooting guides
After checking most anything related to the issue it shows that the unit is most likely a lemon as they say busted, seems something has failed in the unit that may have caused it to malfunction, or it is possible that when it asked to be connected to the computer and when the updates was done possible it may have downloaded a corrupted file that can be a cause of the failure.
Call Leapfrog so they can check what happened during the download.
Here are Error Messages see the list and see more info what could have caused the issue.
Unless there is another way of resetting the unit
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