Overview

Experiencing issues with your PhotoShare Frame not receiving photos even though photos were sent? This comprehensive guide offers step-by-step instructions to troubleshoot and resolve common problems.

Troubleshooting

August 2026 - NOTICE: If you are receiving a constant error whenever you try sending to Frames via the App, and you originally installed the PhotoShare app on your phone more than 3-4 years ago, you are likely on our legacy Phone App. In that case, installing the new ("v2") App will solve the problem right away, CLICK HERE for Instructions. 

This article is primarily meant for cases when Photos/Videos were sent successfully from the App or Email, but the Frame never receives it.
If you're instead experiencing an error when attempting to send the photo (it never successfully sends), see above warning if applicable, or contact our Support Team.

Check for Updates

• Ensure your frame’s Firmware is up to date by going to  Settings  >  System  >  Firmware Update  on your frame.
• Follow the prompts to install any available updates for the Firmware (if any).
  
• Ensure your frame’s Application is up to date by going to  Settings  >  System  >  Application Update on your frame (If you do not see Application Update, skip this step), and following the prompts if an update is available. 
  
• Note on Application Updates: It's normal for some frames not to display the "Application Update" option in the menu. If this option isn't visible, it simply indicates that your frame doesn't have an Application Update (prior generation frames).
  
• (After an Update) Make sure to go back to the Settings > System page to double check no more updates are available.

Check Wi-Fi & Online Connectivity

• Navigate to Settings > About > Network Diagnostics on your frame.
  
• Confirm that there are four checkmarks indicating a stable connection to a 2.4GHz Wi-Fi network.
• If there are any red Xs, please refer to our detailed Wi-Fi Troubleshooting Guide .
  
• The first failing red X/step signals the problem:
  
• "Checking WiFi State" checks if your Frame is connected to WiFi or not. If not, you need to connect to a WiFi Network.
  
• "Checking the Network Connection" checks if your Frame can reach the Internet. If this fails but WiFi State is Green, it means your frame is connected to WiFi but has no internet connection. This usually happens in cases where you are on a Corporate or Filtered WiFi Network - you should contact your WiFi provider.
  
• "Checking Server Connection" checks if your Frame can reach the PhotoShare System. If this is failing (but WiFi + Network Connection are green), it is either a temporary issue OR it could be your network blocking certain protocols needed for the Frame to function (MQTT, etc.) - check with your WiFi/Network Provider first, and if they cannot confirm "network filtering" as the issue, contact our Support.
  
• "Checking Frame and Account Sync" checks if your Frame and Account are currently in Sync. If this is failing (but the rest are green), try restarting your Frame.
  

If you are sending via Email, Confirm Photo Format and Size

• Make sure photos meet the minimum size requirement of 500x500 pixels and are in JPEG or PNG format.
• For instructions on checking and adjusting photo dimensions, see our guides for  iOS  and   Android  devices.
  
• Would recommend checking our Article with more specific Information on emailing: How do I Email Photos to the Frame?

This photo is too small. The minimum size is 500x500, but it is only 854x480.

Verify Approved Sender List

• Access Settings > Manage Users on your frame to confirm the sender is approved.
• If the sender is not listed, please see how to manage your sender list in the Approved Senders Guide .
  

Check ISP or Network Restrictions

Some ISP's or Networks may impose restrictions on what devices can connect, or can impact connectivity in general.
Most commonly this occurs with certain bundled WiFi Routers from Xfinity which encourage use of WiFi 6 by default at the expense of IoT devices compatibility (no 2.4ghz, or WPA3 Requirements), and in cases of shared/public networks (Dorms, Care Facilities, Public WiFi) which impose strict limits on the network. In these cases it's recommended to check with your network provider, but if you need help let us know.

Additional Help