If your frame does not work, fails to boot, seems to load Frameo forever, has a black screen, freezes up or in any other way seems to have a problem turning, please take a look at the following suggestions.
1. Unplug Frame
If possible, please turn off the frame and then unplug the power cord in both ends for at least 5 minutes before plugging it back in.
If you are not able to turn the frame off properly, just unplug the power cord in both ends for 5 minutes before plugging it back in.
While unplugging the frame while it's running is not recommended (since it can cause damage to the frame's file system), it is the only option if the frame is frozen.
2. Try Another Power Outlet
Please try to plug the frame into a different power outlet to eliminate the outlet as the potential culprit.
3. Try Another Power Cord
If you own a similar or identical power cord(e.g. from another Frameo device), please try to use that with the frame to see if the cord could be the culprit.
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
- 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.