Why does my frame say "Offline"?

If your frame loses its WiFi connection, it will display a message on the screen saying "Offline." This means the frame is unable to communicate with the internet and therefore unable to retrieve photos. The frame will continue to display photos for 24 hours without WiFi, then it will revert to the setup screen with the four numbers and a message alerting you that the frame has lost connection. This can happen if your WiFi network information has changed or if you set up the frame in one place and then move to a new location.

To reconnect the frame to WiFi, first make sure you have Bluetooth enabled on your device and you are near the frame. Open the Aura App and tap on Settings in the upper right corner of the screen. Select the frame you are using, then tap "WiFi Network." You will be prompted to enter your new network name and password. Once you are connected, your frame should start displaying photos immediately.

You can also see if a frame is offline by opening the Aura App and checking the frame controller bar at the bottom of the screen. If the frame is offline or otherwise disconnected, you will see the message "Failed to Connect" in the center of the frame icon instead of a photo.

"Failed to Connect" in the Aura App may mean the frame is offline and needs to be reconnected to WiFi, or it could be unrelated to the internet connection and the frame could simply be unplugged or otherwise not in use. If you're not nearby the frame and you see it says "Failed to Connect" in the app, confirm with the frame owner that the frame is online and displaying images. If the frame is working properly but the app still says it's offline, please contact support at help@auraframes.com and we'll troubleshoot the issue.

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