On very rare occasions, you may need to obtain your Aura frame's MAC ('Media Access Control') address to give it access to a WiFi network (usually in an office environment or care home). In order to find your frame's unique MAC address, please follow the steps in the applicable scenario: 

NEW frame that hasn't been set up yet: 

The MAC address is located in the Aura app and can be found during the initial frame setup. Set up the frame and follow the in-app instructions to enter the 4-digit code to establish a Bluetooth connection between the frame and your smart device. 

Next, the app will show you a list of available WiFi networks and the MAC address is listed at the very bottom of the list: 

Frame already connected to a WiFi network 

If the frame had already been connected to a WiFi network, either in a different location or as part of Aura's Gift Preparation option, you will need to access the Aura app's 'frame settings' (1) to select the 'WiFi network' (2) menu:

Next, tap on "Change WiFi Network." The remaining process for finding the MAC address differs slightly depending on whether you are using an iOS or Android device.

iOS

1. Your device will now automatically search for your frame via Bluetooth, and should automatically fill in the four numbers on the display (if it does not, enter them manually). Tap "Connect."

2. The frame MAC address will display on the bottom of the list of available networks:

3. Make sure to reconnect your frame to Wi-Fi by selecting your network and entering the credentials.

Android

1. The app will display "Looking For Frame" while it connects to your frame via Bluetooth.

2. Once connected, you'll arrive at the New Wifi Settings screen. Tap "Advanced."

3. Your MAC address will display at the bottom of the Advanced Settings pop-up.

4. Remember to reconnect to Wi-Fi after writing down your MAC address.

Issue:  Selecting "WiFi Network" asks me to connect the frame 

If you select 'WiFi Network' in the Aura app 'Frame Settings' menu and the app guides you to this screen, the frame is currently in "Gift Mode" and you will have to follow slightly different steps: 

A) You have the frame in your possession

• Select the "Connect Now" option.
• Important: Select whether you ARE or whether you ARE NOT at the final frame destination. 
• Follow the in-app instructions to enter the 4-digit code to establish a Bluetooth connection between the frame and your smart device. 
• Next, the app will show you a list of available WiFi networks and the MAC address is listed at the very bottom of the list: 
  
   

B) You DON'T have the frame in your possession  

• If the frame is at a different location you won't be able to remotely check the MAC address. 
• However, you can update the frame so that the current frame owner can access this information with their Aura app. 
• To do so, select "Connect Later" 
• The frame owner is now able to use their Aura app to follow the setup process.
• Once they have paired the frame with their smart device, they will see a list of all available WiFi networks and the MAC address is listed at the very bottom of the list: 
  
   

Here are a few articles that may be useful, particularly if the network that the frame is trying to connect to uses a Captive Portal or Enterprise Network:

• Connecting to a Captive Portal 
• Connecting to an Enterprise Network