If a frame has been unplugged while running, or if there has been a power outage or power surge, problems can occur with the touch screen of the frame. If your frame is not responding to touch gestures, please take a look at the troubleshooting steps below.
1. Check if Screen Protecting Film Is Covering the Display
Some frames are shipped with a see-through screen protecting film to cover the screen. This is meant to be peeled off upon set up of the frame, as the film can make it harder for the frame to respond to touch gestures.
2. Reboot and Unplug the Frame
Try to power off the frame from the menu of the screen if possible.
Then unplug the power cord for the frame in both ends (from both the frame and from the outlet) for 10 minutes before plugging it back in again.
3. Rotate the Frame
In case, the frame has one or more distinct spots on the screen that are unresponsive, it can help to rotate the screen 90 degrees to either side (landscape to portrait / portrait to landscape) and see if that changes anything.
4. Reset Frame
As a last resort, you can try to reset the frame using the small reset hole on the back of the frame. Use a small object (e.g. a toothpick) to push the reset button in the hole. Hold it for 5 seconds before releasing.
NB! Please notice that this will delete all friends, settings, and photos from your frame. If you have a backup of your frame, you can use this to restore the frame afterward.
Did None of the Suggestions Help?
If none of the steps above helped, the only way to move forward is to either contact the brand that made your frame or the store where the frame was purchased. At Frameo, we only make the software on the frame - we don't make nor sell frames or their hardware. As opposed to us here at Frameo, the brand that made your frame or the store will know exactly what options you have when it comes to repairs, replacements, and returns.
How to Find the Seller or Brand
You should be able to find the seller or the brand's name on the back of your frame, on the box or on the receipt/order confirmation.
If the Frame Was a Gift
If the frame was a gift, and you do not have access to the purchase details, we suggest that you contact the person who gave you the gift.
If the Frame Was Purchased on Amazon
If the frame has been purchased on Amazon you can report a problem with the order to the seller or the brand from your Amazon account. Here's a guide:
- Go to Your Orders.
- Find your order in the list.
- Select Problem with order.
- Choose your topic from list displayed.
- Select Contact seller.
You can read more here:
https://www.amazon.com/gp/help/customer/display.html?nodeId=GLC8ZMBWMBTR6QZZ
Why Can’t Frameo Replace My Frame?
We have no shop, no warehouse, no factory and no stock of frames. The warranty, return, and replacement policy for your frame is entirely up to the seller (and in a few cases the brand behind the frame).
If it seems confusing, it might help to compare our role to that of Microsoft and how they provide the Windows operating system for various different laptop brands worldwide. While Microsoft may provide the software for your laptop, it is entirely up to the seller of your laptop (or perhaps the individual laptop brands in some cases) to manage returns and replacements.
The same applies to Frameo - we only provide the software, which is just one of the many components that constitute a digital photo frame.