WiFi Troubleshooting Tips

If you are having issues connecting your frame to WiFi, don't worry! This article is designed to help you get your frame up and running as soon as possible. Scroll the underlined text below to find helpful troubleshooting tips.

I don't see a 4 digit code on 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, simply reset your frame using a paperclip (link to reset page).

My frame says it is connecting to a captive portal, but I am not connecting it to a captive portal.

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. Click here for instructions on how to reset your frame with a paperclip.

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.

My app cannot find the frame.

If your app gets stuck "Looking for the Frame" on the pairing page 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 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

    Your phone must fall into one of the above categories for initial frame setup to work. Once your frame is set up you will be able to use the app on any iOS or Android device (ie to add pictures, invite family members etc).

I don't see my WiFi in the list of networks in the Aura app.

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 2.4 ghz version of the network. Aura frames only connect to 2.4 ghz networks (as opposed to 5 ghz).

  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 2.4 ghz WiFi option, please call your network provider.

My frame won't connect to my WiFi.

If your frame is unable to connect to your WiFi network, 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 2.4 ghz connection:

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

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.

Need help or have a specific question not answered here? Email help@auraframes.com or call (646) 630-7237. For the quickest response time, please submit a request and an Aura expert will be in touch.

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