| This article provides troubleshooting steps if your frame has suddenly lost connection to a previously working WiFi network. If you had never managed to connect to your network in the first place, please visit this article for help. |
If your frame loses its WiFi connection, it will either display an "Offline" or "Couldn't join network [network name]" message on the screen. After 24 hours, your frame's screen will show the setup screen with the 4-digit code and a message alerting you that the frame has lost its WiFi connection. This doesn't mean your frame has been reset.
If you have set up a new WiFi network or set up a new WiFi router, please follow this link to our article for changing your frame's WiFi network.
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Note: To ensure that our frames are always secure:
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Please try the following steps to reconnect your Aura frame.
Please don't factory reset your frame unless our Customer Care team asks you to.
1. Reboot your frame
Unplug and replug the power cord. Wait for your frame to power back on and initiate its connection with your WiFi network before troubleshooting further.
2. Check that your frame is attempting to connect to the correct WiFi network.
You can view the network details in the Aura App:
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First, open the app to your frame and tap on the "Settings" icon on the top right corner
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Next, scroll down to where you'll see the option "WiFi Network" and you'll see the network name that the frame has most recently connected to.
- Do not tap on the Network Name unless you wish to change WiFi networks, as clicking this will disconnect the frame from its current network and prompt you to enter network details for a new WiFi network.
3. Reboot your router
Unplugging your router and plugging it back in restarts it, which can help your frame re-establish its connection to the correct 2.4GHz network (5GHz for Walden & Aspen only). Once your router is back online, try reconnecting your frame.
When rebooting most in-home routers, it may take up to 10 minutes for the router to finish rebooting. The best way to check that your router has fully rebooted is by verifying your WiFi connection in your smart device's WiFi settings. During this time, you can also assess whether moving the frame closer to the router will help with the network connection.
4. Re-add the frame in the Aura App
Don't worry - this won't actually add a new frame! Tap the menu icon in the top left-hand corner of the Aura app home screen. Scroll down and click "+ New Frame" and follow the steps to "Set Up A New Frame." When prompted, select "It's for me". Once your frame is connected to WiFi, your photos should start to display again. If they don't, contact us with your frame's serial number and we'll restore them.
5. Forget the WiFi network on your device:
| For iOS Devices | For Android Devices |
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Then, follow this article to change the WiFi network
6. Check your network connection.
Use this iOS app or open your Android device's WiFi settings to check your WiFi connection. If the network is weak, contact your Internet Service Provider who can provide additional information on improving your network or replace your router. This can make a significant difference in regards to your frame's functionality and ability to stay connected to WiFi.
If the information in this article hasn't helped you resolve your problem, please submit a detailed support request and Aura's Customer Care Team will help.