No Internet or Unknown Internet

Sometimes, the frame may successfully connect to Wi-Fi but fails to access the internet, typically due to incompatible network settings.

You will then be prompted with the error message 'No Internet' or 'Unknown Internet'.

Here are some helpful troubleshooting steps to fix this.

Step 1: Reboot network and frame

Reboot or power cycle all your network devices, such as the modem, router, and access points, along with the frame, and allow a 10-minute interval before restarting them.

Step 2: Ensure that network uses IPv4/DHCPv4

The frame only works on a local IPv4 address; it will not be able to use a local IPv6 address.

If you're uncertain about this or if the frame isn't acquiring a local IPv4 address, it's advisable to reach out to someone tech-savvy or your internet provider to enable local IPv4 addresses.

Step 3: Ensure that frame is connected to 2.4 GHz

The frame is only compatible with a 2.4GHz WiFi at this stage. 

Some networks merge the 2.4 GHz and 5 GHz bandwidth (usually referred to as band steering, smart connect or SON) which can cause issues for some frames. To troubleshoot this, create a separate SSID for your 2.4 GHz network to avoid compatibility problems.

If none of the above seem to solve the problem, please get in touch with our support team at or submit a ticket here.


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