This article describes what you can do if you are unable to connect your new frame to your WiFi network. If your frame had previously worked on that network, and now lost the connection, please look at this support article instead.  

1) I can't see a 4-digit code when setting up my frame 

When you plug in your frame, the frame will display an Aura logo and eventually a four digit code.

Here is what you should do if you don't see a 4 digit code:

• 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 display mode. To get the Aura out of display mode, please submit a help request so we can help you reset your frame. 
  
  

2) My Aura App cannot find the frame ("Looking for Frame")  

If your app gets stuck "Looking for the Frame" during the setup process, here are some troubleshooting tips. 

1. Try rebooting your phone or tablet (turn it off and back on).
   

2. Make sure you have activated your device's Bluetooth - here is a helpful article to go through. 

3. Make sure the device is compatible with the frame setup.
   
   

   • Supported iOS Devices include:

     • iPhone 4S and above

     • iPad 3rd Generation and above

     • iPod Touch 5th Generation and above

     • Aura requires iOS 11+ or higher
       
       

   • Supported Android Devices include:
     
     • Android OS Lollipop (5.0) or higher with bluetooth LE capabilities 
       
       

    

3) Error message "Couldn't join the network 'xxxx'. Please try again in the Aura app" 

If you see this message together with the 4-digit code on your frame, there are usually two reasons for this: 

1. You may have added the WiFi network information incorrectly 
   
2. If you received your frame as a gift, it is possible that it had been set up on another network 

Please carefully reenter the WiFi network credentials and follow the steps to change your WiFi network if the issue persists. 

4) I don't see my WiFi in the Aura app's list of networks 

If you are using an iOS device and you do not see your WiFi network listed after tapping "Connect Now," it could be that your wifi is not broadcasting a 2.4GHz version of the network. Aura frames only connect to 2.4GHz networks (as opposed to 5GHz) and you can find more information in this article. 

1. Navigate to your phone's Settings.

2. Tap on WiFi settings and check that you can see two versions of your network.

3. If you do not see a 2.4GHz WiFi option, please call your network provider.

5) My frame says it's connecting to a Captive Portal - this is not the case

If your frame connects to a captive portal even though you are not connecting to one, you can easily reset your frame to start the setup process from scratch. Please submit a help request so we can help you reset your frame. 

Once you have reset your frame, you will notice a fresh setup page on the Aura with a new four digit code. Before you connect your frame again using the app, go into the settings of your phone or tablet and make sure you are connected to the correct 2.4 ghz network. This will help ensure that your frame will connect to the right network.

6) My frame won't connect to my WiFi network 

If the Aura App is able to see your WiFi network but the frame is unable to connect to it, here are some troubleshooting tips:

Make sure you have the correct WiFi password:

1. Go to the settings of your phone.

2. Forget your WiFi network and try reconnecting to it.

3. If you are unable to reconnect, it is most likely because you are entering an incorrect WiFi password.

Make sure your WiFi is broadcasting a 2.4GHz connection:

If you do not see a 2.4GHz version of your network, please call your internet provider to make sure your network broadcasts at 2.4GHz.  

Try rebooting your router:

1. Unplug your router from power, and wait approximately 20 seconds.

2. Then plug the router back in.

3. Once your phone or tablet regains access to the internet, try connecting the frame again using the Aura app.

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