Although our frames are manufactured to the highest quality standards, on rare occasions it can happen that individual frames develop a problem. If your frame no longer turns on, this could be related to a failed power cable or a hardware issue with the frame itself.

As an initial troubleshooting step: Unplug the power cable from the back of the frame and the wall socket, and then plug it back into a different wall socket.

For the fastest resolution please use our automated chatbot by clicking on the "Help" icon in the bottom right corner. Simply type "Black Screen" and our chatbot will perform troubleshooting and send a request to our team if more help is needed!

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.