My Frame Isn't Receiving Photos - Troubleshooting Guide

My Frame Isn't Receiving Photos - Troubleshooting Guide

Overview

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

Step-by-Step Troubleshooting

Step 1: Update Frame Software

  • Ensure your frame’s application is up to date by going to  Settings  >  System  >  Application Update  on your frame.
  • Follow the prompts to install any available updates for the application.
  • For detailed instructions on updating your frame’s application, please refer to our Application Update Guide, which includes steps similar to those for updating firmware.
  • 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's software is already up-to-date. There's no need to worry; your frame is running the latest software version.

Step 2: Check Wi-Fi 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 issues, please refer to our detailed Wi-Fi Troubleshooting Guide .


Step 3: 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.

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

Step 4: 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 .

Step 5: Check ISP Restrictions

Some ISPs may impose restrictions that affect your PhotoShare Frame's ability to connect. Common ISPs with such limitations include:

  • AT&T
  • Verizon
  • Spectrum
  • Cox
  • Comcast
  • T-Mobile
See our  ISP Restrictions and Photo Frame Use guide for more information.

Additional Help

Follow these steps to remedy common issues with your photo frame. Should you need further assistance, our customer support team is ready to help.

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