Any Aura frame that is given as a present can be personalised with special Gift Preparation options that allow the giver to pre-load a gift message and photos.
The recipient of a prepared gift frame should then follow the normal frame setup steps as explained in this Video FAQ. Once the frame connects to their WiFi network, either of the following will happen, depending on how the gift was prepared:
- The gift content will be immediately displayed on the frame once the frame has connected to the WiFi network.
- The Aura Frames app will ask for a unique Gift Claim Code that the giver should have shared with the recipient. Once entered, the gift will be displayed.
| Although the gift preparation process is very reliable, mistakes during the configuration can stop the recipient from connecting to their new frame. |
Issue 1: Recipient's frame displays "Can't connect to network [NETWORK NAME]"
If the recipient's frame immediately shows this error message when they connect it to power, it was prepared with either of the following mistakes:
- The person who prepared the frame wanted to test it and connected it to their own network, thus claiming the gift and saving their own network connection.
- The person who prepared the frame used the "pre-set WiFi" option but made a typing mistake or entered the recipient's WiFi credentials incorrectly.
This means that the frame is now looking for a WiFi network that doesn't exist or doesn't let the frame connect due to a wrong/incorrect password.
| Since protecting our customers' frames and uploaded data is our priority, it is not possible to remotely change a frame's WiFi settings. This protects our frames against unauthorized access and is common practice with any connected consumer products. |
In order to change the frame's incorrect WiFi information the giver - or an invited frame member - needs to use their device and the Aura Frames app to connect to the frame onsite (= at the recipient's home).
If the giver is unable to visit the recipient, they can invite the recipient or a trustworthy friend/relative to the frame as described in this FAQ.
How an invited frame member can change the WiFi settings onsite:
- Make sure you are invited and have accepted the frame invite.
- Open the Aura Frames app and select the frame
- Tap on the Frame Settings in the top right corner
- Tap on "WiFi Network"
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Depending on the original gift configuration, the app will offer one of these options:
- Change the WiFi network to the recipient's network:
- Choose the "Connect Now" option to connect to the recipient's network, making sure you confirm that you are "at the final location":
- Change the WiFi network to the recipient's network:
- The frame will then allow you to input the recipient's WiFi credentials
- Once connected, the frame will display the pre-loaded photos
If the recipient has a smart device, it is a good idea to make sure they are invited to the frame anyway, since this will allow them to control the settings.
Issue 2: Recipient experiences other connection issues
If the recipient's frame does not immediately display a "Can't connect to network [NETWORK NAME]" message when plugged into power, the issue is not linked to a configuration issue during the gift preparation.
Please ask them to do the following:
- Ensure they are following the steps in our Frame Setup Video FAQ
- If the issues persist, ask them to read the Frame Connection Issues FAQ
- Otherwise, please submit a detailed support request to Aura Customer Care