Strand 10 Troubleshooting

Most Strand 10 issues come down to Wi-Fi, connection codes or a setting. Start with the topic that matches what you're seeing.

Wi-Fi

The frame won't connect to my Wi-Fi

Strand 10 connects to 2.4 GHz networks only. Many routers broadcast both 2.4 GHz and 5 GHz, sometimes under the same name. If your network isn't connecting:

Look for a network name ending in "2.4G" or similar, or turn on 2.4 GHz in your router's settings.
Check the password. Wi-Fi passwords are case-sensitive.
Move the frame closer to the router while you set it up.

It says Wi-Fi login is required

Some networks, such as in hotels or offices, need you to sign in on a web page. Tap the login icon on the Wi-Fi screen to open the login page and enter your details.

I changed my router or Wi-Fi password

Open the quick menu, tap Wi-Fi and connect to the new network. To clear all saved networks, use Settings > Wi-Fi > Reset Wi-Fi; the frame then restarts.

Sending photos

The connection code doesn't work

Codes expire after 12 hours. Tap Add friend on the frame to make a new code, and enter it in the Frameo app straight away.

Someone can't send photos anymore

Check Settings > My friends to see if they're still in the list. If they were removed, tap Add friend and send them a new code.

Videos get cut short

With the free Frameo app, each video clip can be up to 15 seconds. Frameo+, an optional subscription, allows clips up to 2 minutes.

A photo isn't showing in the slideshow

It may be hidden, or a different album may be selected. Open My photos to show hidden photos, and check the album selector in the quick menu.

Screen and slideshow

The screen turns off at night

That's Sleep mode, which turns the screen off from 11 pm to 7 am by default. Change or turn off the schedule in Settings > Display > Sleep mode. The frame keeps receiving photos while asleep.

Photos are cropped

Turn off Fill frame in Settings > Slideshow to show whole photos, or adjust a single photo from the quick menu with Adjust photo.

Videos don't play on their own, or they're too loud

Go to Settings > Slideshow to turn on Autoplay, set Video volume, or turn on Auto mute.

The time or date is wrong

Check the time zone in Settings > My frame. When the frame is online, it sets the date and time automatically.

Storage and memory cards

The frame is running out of space

Settings > Manage photos shows how much space is used. Delete photos you no longer need, or back them up to a memory card first.

My memory card isn't recognized

Use a microSD card formatted as FAT32, 32GB or smaller, and check that it's fully inserted.

Restore, reset and moving frames

Restore my photos onto a new or reset frame

On the old frame, make a fresh backup: Settings > Backup and Restore > Backup frame to external storage.
Update both frames to the latest version if you want to keep using both.
Insert the card into the frame you're restoring. If it's already set up, reset it first (see below).
On the setup screen, tap Restore from backup. If you don't see it, check that the card is inserted correctly.

Reset the frame

Settings > Backup and Restore > Reset frame removes all photos, friends and settings, and can't be undone. Make a backup first.

Contacting us

Tell us what you're seeing and include your frame's Peer ID, found in Settings > About. For questions about the Frameo app itself, the Frameo help center is also a good resource.