Frame Has Disconnected

If the frame gets disconnected or frequently disconnects from your Wi-Fi, it's probably due to either a weak Wi-Fi connection or being connected to a guest network with a time limit.

Below are helpful troubleshooting steps that you can try to fix this issue.

Step 1: Reset Wi-Fi

For optimal performance, begin by resetting the frame's Wi-Fi. Follow these steps:

  1. Navigate to Settings → Wi-Fi.
  2. Tap the three dots located in the upper-right corner.
  3. Choose "Reset Wi-Fi".

The frame will then reset its Wi-Fi settings and restart. You can then attempt to reconnect it to the Wi-Fi network.


Step 2: Move the frame

To improve the frame's Wi-Fi connection, consider relocating the frame closer to your WiFi, or follow these steps to test for better placement:

  1. Move it about 2 meters (6 feet) from the router.
  2. Clear any obstacles between the frame and router.
  3. If possible, place it 1–2 meters (3–6 feet) above the floor. 

Step 3: Try another Wi-Fi

If the problem still occurs at this point, try connecting the frame to a different Wi-Fi network (or you can use a hotspot).

If the problem gets resolved using the alternate Wi-Fi, it likely indicates an issue with your own Wi-Fi setup.

Step 4: Is your Wi-Fi a guest network?

Guest networks often feature time-limited connections, typically lasting between 30 minutes and 24 hours.

Unfortunately, there's no workaround for this limitation, as it's determined by the network configuration. If you encounter difficulties, seek assistance from the network administrator or your internet service provider.

Step 5: Is your Wi-Fi a mesh network?

In a mesh network, multiple nodes spread throughout the home aim to provide seamless connectivity. However, some frames may struggle if they connect to distant nodes or switch between nodes too frequently.

Here are two possible solutions for this problem:

  1. Optimize node placement to ensure one node is notably stronger.
  2. Consider binding the frame to a specific node, a feature available in most mesh networks.

If none of the above seem to solve the problem, please get in touch with our support team via this link. 

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