If your frame indicates that it is connected to your WiFi, but the connection status says “No internet” or “Unknown”, there is most likely a compatibility issue between the frame and the WiFi.
This often requires that there are made configurations to the WiFi. We suggest that you get in contact with your Internet Service Provider or someone tech savvy to assist you in configuring the WiFi if necessary.
We recommend that you test if the frame is able to connect to a smartphone hotspot to ensure that the frame is working properly. Please follow this guide: How to Connect the Frame to a Smartphone Hotspot
Troubleshooting steps:
Reboot Frame and Network Equipment
Please try to reboot your network equipment (modem, router, access points etc.) as well as the frame.
Then wait 15 minutes, and see if it solves the problem.
IPv4 or IPv6?
There are two different kinds of IP addresses in modern networks: IPv4 and IPv6.
The frame does not support IPv6. It only works with an IPv4 address.
Dual stack (mix of IPv6 and IPv4) usually works, but you can try to disable IPv6 entirely to see if that solves the problem.
2.4 GHz or 5 GHz?
All frames support the 2.4 GHz WiFi band, while only very few support the 5 GHz WiFi band.
Most modern WiFi equipment use a mix (dual band). This usually works without any problems, but problems can occur with band steering. So please make sure that the frame only uses the 2.4GHz signal.
WiFi Channels
Please ensure that your 2.4 GHz WiFi signal uses channels between 1 - 11.
Please avoid using channel 12, 13 and 14 for your WiFi signal as those channels are banned in some regions (including the United States). The frame may not work on those specific channels.
Contact Your Internet Service Provider
Usually, a router has a log in which all networking details and errors are logged automatically. This log can often reveal the reason for many errors, and your Internet Service Provider may be able to let you know exactly what goes wrong and how to fix it.
Need Assistance?
If you have any questions, encounter any problems, or discover a bug, please do not hesitate to get in touch with us! You can submit a ticket here, and we'll get back to you as soon as possible.
Note: Please attach a photo of your frame's Wi-Fi details - simply press the 🛈 button in the upper right corner of the Wi-Fi Settings (see photo below for reference).
