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.

Troubleshooting

Believe it or not, the most common solution for this issue is to simply restart your frame! To do this, press/hold your finger on the power button and then select "Restart/Reboot". We understand this sounds silly, but trying this first will solve most cases of this issue. This should only be necessary one time, if at all, and was caused by server maintenance that occurred earlier this year causing certain frames to disconnect and not realize it - restarting the frame is an easy way to force a reconnect and should not be needed again. If this does not resolve the issue for you, or you've had to restart more than once (reoccurring issue), please check out the steps below.

Check for Updates

  • 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.

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 red Xs, please refer to our detailed Wi-Fi Troubleshooting Guide .

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.

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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