New frame doesn't connect to the WiFi network

This article describes what you can do if you are unable to connect your new Aura frame to your WiFi network.

WiFi connection issues are usually caused by one of the following reasons: 

1. The WiFi login password was typed in incorrectly (wrong password or typing mistake).
2. The frame is too far away from the router. 
3. The frame and the smart device have not been successfully paired via Bluetooth. 
4. The smart device is not compatible with the Aura app and frame. 
5. The smart device and frame are trying to connect to different WiFi networks or network bandwidths. 
6. The frame had previously been connected to a different WiFi network and is still trying to connect to that network (This can happen if a frame was given as a gift).
7. The router doesn’t support the 2.4GHz WiFi band (99% support it), or you selected the 5GHz WiFi network. Find more info on 2.4GHz vs 5GHz HERE
8. You are trying to connect to a Captive Portal which requires a special setup 
9. You are using a WiFi extender/booster that causes connection issues. 
10. Your firewall (particular in office environments) may filter or block certain traffic or domains that impair the frame's functionality (including https port 443). 

1) My app tells me the frame "Unable to Connect" 

In most cases, your Aura app will show this message when the frame is turned off, so there is usually no network issue problem involved. Simply power on the frame (if you are the owner) and make sure that the frame is connected to the WiFi network.

If you struggle to connect your frame to the network or if the frame itself displays any error messages, please look at the following scenarios for help. 

2) I never saw the 4-digit code on the frame 

In order for you to connect your frame to a WiFi network, your frame first needs to be paired - via Bluetooth - to your smart device. This is done by inputting the 4-digit code into the Aura app. (You DO NOT need to pair with the frame via Bluetooth in your devices settings. Only via the Aura app)

If you can’t see the 4-digit code, here is what you need to do: 

• If the screen is black, try unplugging and replugging the power cord from the back of the frame. If this still does not help, try plugging the frame into a different outlet. Contact us if neither of these suggestions work.
  
  
• If the screen is displaying stock images but no writing or numbers, it could be in a retail store demo mode. To get the Aura out of this demo mode, please submit a help request and include a photo of your frame screen so we can help you reset your frame.
  
  

3) “Looking for frame” message displayed in the app 

This can happen when the Aura app is unable to connect to the frame, which usually occurs during the Bluetooth pairing stage (before you connect the frame to the WiFi network). 

Here’s what you need to do: 

• Close your Aura app, reboot the frame, and ensure your device's Bluetooth is turned on.
  
  
  • For Android devices, you need to ensure Location Services are turned on for setup.
    
    
  • For iOS devices, you need to ensure the Bluetooth Privacy permission is enabled for the Aura app. Find out more in this article.
    
    
• Ensure that your device is compatible with the Aura app and frame 
  Contact Customer Care if you still receive this message since the frame may be defective. 

4) The Aura app doesn’t list your WiFi network to connect the frame to:

This will happen if your Aura frame cannot sense your WiFi network. In the Aura app, please back out of the connection screen and restart the process. In some cases, this can take 2-3 attempts until the network is displayed in the app. 

Here’s what you need to do: 

• First, unplug your router and plug it back. Once the router has fully rebooted(may take up to 10 min), reboot your frame and go through the connection process again.
  
  
• If your WiFi network still doesn't appear, please read this article for additional help troubleshooting 2.4GHz (802.11 b/g/n) vs 5GHz (802.11 ac) networks (Please note: Only our Walden, Aspen and Ink frames supports both 2.4GHz and 5Ghz bands). 
  
  
• Contact Aura Customer Care if you still can’t see your WiFi network. 

5) “Unable to connect to WiFi network.” message displayed in the app

Note: Only our Walden, Aspen and Ink frame can connect to both 2.4Ghz and 5Ghz networks.

This message is usually displayed when a wrong password is entered or when the frame had previously been connected to a different WiFi network (and is still looking for it).

Here’s what you need to do: 

• Rule out any network issues or changes by checking that any of your other devices (phone, computer) are able to connect to the WiFi network.
  
  
• Please check the router / WiFi password. You can verify this by going to your WiFi settings and forgetting the network on you device, then reconnecting to it. Remember, passwords are case sensitive!
  
  
  • Follow these steps to forget your device network:

    For iOS Devices

    For Android Devices

    Open your phone settings Tap "Wi-Fi" Tap the network that your device is connected to (there will be a blue checkmark to the left of the name) Tap "Forget This Network" in blue text Tap "Forget" Tap the network you would like to connect your frame to under the list of networks Re-enter the password for that network If your device connects to the network, then you have been using the correct password. If it does not connect, the password you are using is incorrect and you will need to reach out to your Internet Service Provider for additional assistance

    Open your phone settings Tap "Connections" Tap "Wi-Fi" Tap the network under "Current Network" (the name should be highlighted in blue and has the word "Connected" in gray text) Tap "Forget" in blue text on the bottom right corner Locate and select the network that you would like to connect your frame under "Available Networks" Re-enter the password for that network If your device connects to the network, then you have been using the correct password. If it does not connect, the password you are using is incorrect and you will need to reach out to your Internet Service Provider for additional assistance

• Follow this article to change the WiFi network (Note: if you received the frame as a gift, you may not be able to do this until the person who gifted the frame invited you to it).  
  
  
• If the issue continues, reboot the router first (until it has fully restarted), then reboot the frame.
   
• Contact Customer Care if you still receive this message
  
  

6) “The frame uses a Captive Portal” message displayed in the app 

If you see this message, you need to follow this special setup flow to connect your frame. This type of network setup is usually required at non-residential facilities, including airports, assisted living facilities, hospitals or workplaces. If you don’t think that you have a Captive Portal, please contact Customer Care so we can reset your frame. 

7) Message: "The network XXXXXX has no internet connection. Please contact your service provider for help" 

This message is displayed when the frame successfully connected to the WiFi network but was not able to then also connect to the actual internet. In most cases, this happens in an office / corporate environment where certain network filters block certain domains or traffic that the frame requires to function. 

Here’s what you need to do: 

• Check if other devices (e.g. your phone) are able to connect to the internet.
   
• Talk to your IT contact to check the network filters and firewall settings.
   
• Read these FAQs if your office uses a Captive Portal Network or an Enterprise Network.