Resolving Frozen Slideshow Issues on PhotoShare Frames

Resolving Frozen Slideshow Issues on PhotoShare Frames

Overview

Some users have reported incidents of their digital frames freezing during slideshows. This article provides steps you can follow to troubleshoot and resolve this issue while our team works on a permanent fix.

Troubleshooting Steps

If your slideshow freezes, please perform the following steps to mitigate the issue:

1. Check for Firmware/Application Updates

Outdated firmware or application versions can lead to performance issues, including freezes.

  • To update your firmware/application:
    • Access the main menu and select "Settings."
    • Navigate to "System" followed by "Firmware/Application Update."
    • Follow the on-screen instructions to complete the update process.

2. Upload System Logs

Your frame's system logs are crucial for our development team to diagnose and address the freezing issue.

  • To upload system logs:
    • If the frame freezes, unplug it and then plug it back in to reboot.
    • Once it restarts, go to "Settings" and select "Help."
    • Press "OK" multiple times until you receive a confirmation message indicating that the logs have been uploaded.

3. Notify Support with Frame ID

After uploading the logs, inform our support team and provide your frame's 10-digit ID for further assistance.

  • To find your frame ID:
    • Go to "Settings."
    • Navigate to "About" or "System Information."
    • Locate and note the 10-digit ID (it may also be referred to as "Frame ID" or "Device ID").

Ongoing Resolution Efforts

Our development team is proactively working to identify and rectify the root cause of the slideshow freezing issue. An application update is being developed as a definitive solution.

We ask for your patience during this time and apologize for any inconvenience caused. Rest assured, our goal is to deliver a seamless and enjoyable digital framing experience.

Contacting Support

For additional support or if you have other concerns, please reach out to the Simply Smart Product Support team. 

Our support team is dedicated to ensuring that your experience with our digital frames is nothing short of excellent. Your satisfaction is our priority.

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