Troubleshooting Steps:
Cancel the Sending
If you are able to send new photos to the frame without problems, you can try to cancel the photo/video stuck in ongoing deliveries, by tapping the small “X” in the queue.
Please try to force close the Frameo app on your smartphone and see if that helps.
- Guide to force close an app on an iPhone:
- Guide to force close an app on an Android phone:
If force closing does not work for you, please try to stay on the Delivery Queue screen for 2 minutes. Then the transfer should "time out" and allow you to cancel the transfer.
Make Sure That the Frame and Phone Is Online
You can check if a frame is online and connected to the internet by following this guide: Is My Frame Online?
You can check if your phone is online and connected to the internet by opening a different app on your phone. You can for instance try to load a video from the internet, or search the web.
Reboot Phone and Frame
Try to reboot your phone as well as the frame (turning it off and on again).
To power off your Frameo correctly you can use the physical power button on your frame. This is usually located either on the side or on the back of the frame. Hold this button down until a window appears on the screen and select "Power Off".
Alternatively, you can use the power button on the screen. Tap the screen once and press the "Power" button in the upper-right corner and then select "Power Off".
Lost Connection Between Phone and Frame
If none of the above troubleshooting has helped, your smartphone might have lost its connection with the frame. Please try to add it again by generating a new code on the frame and entering it on your phone.
You can read more on how you generate a code and add a friend here: How to Add Friends
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.