If your frame is not turning on and the screen remains black, this could be caused by severals factors, including the frame's timer settings, a defective power cable or power socket. To resolve the issue, we recommend the following steps:
Quick Solution: Use Our Chatbot for Instant Help
For the fastest resolution, try using our automated chatbot by clicking on the "Help" icon in the bottom right corner of this page. Simply type "Black Screen" and follow the chatbot’s prompts. In just two minutes, it will assess your issue and quickly direct you to the right solution. If further assistance is needed, the chatbot will automatically forward your request to our support team.
Alternative Solution: Manual Troubleshooting
If you prefer a more hands-on approach, follow these steps to troubleshoot:
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Unplug your frame: Disconnect the power cable from both the frame and the wall socket.
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Check the power source: Plug the frame back into a different, known working electrical outlet. Ensure that the socket is fully functional by testing it with another device (such as a phone charger or lamp).
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Check connections: Ensure that the power cable is securely connected to both the frame and the power outlet.
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Power cycle: After ensuring the frame is connected to a working power source, check if it responds in any way.
- Check the timer settings: In the Aura App, you can review your timer settings as explained here
Need More Help?
If the issue persists after trying these steps, please submit a detailed support request. Make sure to include your frame’s serial number so we can assist you more efficiently. You can find instructions on locating your frame’s serial number in this guide: How to find your frame's serial number.