There are several reasons you may see a system message on the screen of your Aura Frame. These are designed to inform you, and to help you get the best out of your frame. 

Here are the most common messages that can be seen, what they mean, and some advice on each one! If your message includes a four-digit code, this is simply the Bluetooth pairing code used when the frame is being set up on your WiFi network (Where to enter the 4-digit Code)

If you still require help after following the advice for the message you see, please contact us via our help center with your frame's serial number and as much detail as possible regarding the issue you need help with.

This is a message which will show when your frame is set up to indicate a successful connection to your WiFi network. If you see this message after your frame was already showing photos, please follow this advice:

• Please disconnect your Aura Frame from the power, wait for 30 seconds, and then connect it again. If this does not address the issue within 5-10 minutes of the frame coming back on, please do the following, as these steps should force your frame back onto your WiFi network:
  
  
  • Open the Aura Frames app and tap on the "A" icon in the top left corner
  • Select "+New Frame" and follow the steps to set up the frame again
  • Once the frame is connected, it should start to show your photos again.
  • If you do not see your photos, please send us the serial number of your frame and we will restore them for you (There is no risk of losing your photos as long as you do not remove your Aura Frame from the Aura app.)  

This can appear during the initial frame setup, once the frame is already connected to your network, and if you’re moving the frame to a new network and the frame is looking for the previous network. This message lets you know that something is preventing your frame from connecting to the network, such as the security of your network, a weak signal, or signal interference. If you see this message, please follow the appropriate steps in this article: New frame doesn't connect to the WiFi network

If your signal strength has dropped, consider if you have made any changes in the frame's environment. Several factors can cause signal drop, including building materials, electrical devices, and high use of multiple devices. Even having the frame too close to the router can cause signal interference. (as a rule of thumb, at least five feet away from your router is generally reasonable) If nothing has changed, you can try rebooting the frame (unplug and replug after approximately 20 seconds) and rebooting your router. Further advice can be found here: Loss of WiFi Connection

The WiFi connection to your frame has been lost - first, check your other devices to see if your router has lost service. If not, you can try rebooting the frame (unplug and replug after 15-20 seconds), and rebooting your router. Further advice can be found here: Loss of WiFi Connection

If you see this message, please contact our Customer Care team directly by clicking here

This simply means that your frame has noticed a period of inactivity during its setup and is waiting for you to continue the setup process. To do so, follow the steps in this article: Setting up a new Aura Frame (VIDEO)

During system maintenance or in the rare event that our secure cloud servers experience a temporary connection outage, the most important thing to know is - your photos and details are safe! We have secure servers with backups. Simply pop to this page for the latest updates: Aura Frames: Systems Status. 

If there is not a current update, please check back in 10 minutes since we may be in the process of updating the status information.