If your frame gives you an error screen saying that "A critical error has occurred" with error code 1002, it means that your frame has had multiple errors within a short amount of time. Below are a few steps to try to resolve the problem.
Reboot and Unplug the Frame
Try to power off the frame by holding pressing and holding down the power button on the back/side of the frame for a few seconds until the option to power off appears on the screen.
Once the frame has shut down, unplug the power cord for the frame in both ends (from both the frame and from the outlet) for 5 minutes before plugging it back in again.
Backup and Restore
If rebooting the frame did not solve the problem, you can press the RESET FRAME button. NB! Please notice that this will delete all friends, settings, and photos from your frame.
(Optional)
Before pressing RESET FRAME you can choose to BACKUP TO EXTERNAL STORAGE. This requires a micro SD card of 32 GB or less storage, and in the format FAT32 (which most SD cards of that size are by default) inserted to the frame. If you need to format the SD Card, we have a guide for that here: How to Format an SD Card.
Once your photos are backed up, you can try to reset the frame.
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.