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 router is too far away from the frame. 
2. The frame and the smart device have not been successfully paired via Bluetooth. 
3. The smart device is not compatible with the Aura app and frame. 
4. The WiFi login password was typed in incorrectly (wrong password or typing mistake).
5. 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).
6. The router doesn’t support the 2.4GHz WiFi band, or you selected its 5GHz dual band. 
7. You are trying to connect to a Captive Portal which requires a special setup 
8. Your smart device and frame are connected to different WiFi networks or network bands. 
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).

Before going through the below troubleshooting section, please ensure you followed these setup steps: 

1) My app tells me the frame "Failed 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. 

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 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: 

• Move the frame closer to your WiFi router 
• Close your Aura app, reboot the frame and your phone or table (turn it off and back on) 
• Make sure you have activated your device’s Bluetooth. For some Android devices, you need to grant the Aura app “Location” permissions in the device settings (find out more in this article)
• Ensure that your device is compatible with the Aura app and frame 
• Reboot the router and wait until it has restarted (usually 30 seconds)
• 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:

Please restart the Aura app and your frame before trying the WiFi setup again. With some routers (Comcast in particular), it can take 2-3 attempts until the network is displayed in the app. 

Here’s what you need to do: 

• Reboot the router first (until it has fully restarted), then reboot your frame 
• In the Aura app WiFi list, select “other” and manually input the WiFi name and password (which will be case sensitive)
• 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. 
• Contact Customer Care if you still can’t see the WiFi network 

5) “Couldn’t join network XXXXX” message displayed in the app 

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 and enter it again. Passwords are case sensitive!
• Restart your phone and move the frame closer to your router 
• 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 to release any static build-up  
• 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. If you don’t think that you have a Captive Portal, please contact Customer Care so we can reset your frame. 

7) “Can’t reach Aura Cloud” message displayed in the app 

This message implies that your app is unable to reach our servers. This is usually related to a weak home network or a firewall blocking the access. 

Here’s what you need to do: 

• Check that your smart device (that runs the app) is connect to WiFi or cellular internet and that you can access the interest from your phone's web browser.
• If your device cannot access the internet, turn off the WiFi on your device and turn it on again. 
• Check that your phone is connected to the right network.
• Reboot your phone if none of the above steps have helped. 
• Then, check if other devices in your home are able to connect to the internet to rule out a general problem (e.g. internet outage) or settings issue with your router.  
• If you are using a WiFi connection at a business or in a public place, you may be experiencing content restrictions or enhanced security settings that are  blocking https port 443. Please contact your IT department for help
• Contact Customer Care if you still receive this message 
  
  

8) 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 or an Enterprise Network.

If the information in this article hasn't helped you resolve your setup problem, please submit a detailed support request and Aura's Customer Care Team will help.