Wi-Fi and connection issues can be caused by various factors, including a poor Wi-Fi signal, certain network and Wi-Fi settings, or even a faulty Wi-Fi antenna in the frame. If the frame doesn't connect to your Wi-Fi, here's a guide to narrow down and hopefully solve the Wi-Fi problem.
1.Wi-Fi Does Not Show Up on Frame
If your Wi-Fi is not hidden but still not showing up in the list of available networks, it is most likely due to lack of compatibility between your frame and Wi-Fi.
Step 1: Check if the frame finds any network
If your frame finds other Wi-Fi (such as mobile hotspot or neighbor's Wi-Fi), it means the frame's Wi-Fi is available. You can skip step 2.
We have shared a simple video for you to use as a reference to how to use the mobile hotspot.
Ourphoto frame:
Vphoto frame:
Step 2: Make sure your Wi-Fi is running 2.4 GHz or 5 GHz
The vast majority of frames running DT only support the 2.4 GHz network band. Therefore, if your Wi-Fi uses the 5 GHz network band, your frame will most likely not be able to find and connect to Wi-Fi.
To enable the 2.4 GHz network band, you need to seek help from a tech-savvy person or contact your Internet Service Provider.
For the network frequency bands supported by the DT Frame, you can refer to the table below.
Step 3: Reset the frame
Before resetting the frame,you could use SD card、USB cable or USB flash drive to export the pictures.You could click this article link to check the details.How to export photos in Digital frame
2.Frame Has Disconnected or couldn't connect wifi
If your frame frequently disconnects from Wi-Fi, it may be due to a poor Wi-Fi connection or a time-limited guest network.
Step 1: Reset Wi-Fi
To give your frame the best conditions for success, reset its Wi-Fi first. To do this:
- Go to Settings → Wi-Fi
- Tap on the Wi-Fi option that you're connected to
- Select Forget Wi-Fi
The frame will forget its Wi-Fi configuration and restart, and you can try to connect to Wi-Fi again.
Step 2: Move your frame
Try moving your frame to a suitable location to ensure it has the best conditions to stay connected to Wi-Fi. To test if placement is causing the problem, we recommend trying the following:
- Move the frame about 2 meters / about 6 feet away from the router
- Avoid any furniture, walls, floors, or electronics that would obstruct the space between the frame and the router
- If possible, place it 1-2 meters / 3-6 feet off the ground
Step 3: Try another Wi-Fi
If the problem persists at this point, it's time to rule out the Wi-Fi or the frame as the culprit. This can be done by connecting the frame to a completely different Wi-Fi, such as at a family or friend's house.
This can also be done by connecting the frame to a mobile hotspot. You can read more about how to set up a mobile hotspot here: Video about how to use smartphone hostpot to connect frame
If the problem goes away on another Wi-Fi, the problem is probably with your Wi-Fi.
Step 4: Is your Wi-Fi a guest network?
Most guest networks use time-limited connections, usually 30 minutes to 24 hours.
There is no way to fix this, as it all depends on how the network is configured. You can ask your network administrator or internet service provider for help if needed.
If the issue remains, please provide some information for us:
1.The WIFI interface of frame;
2.The About interface of frame;
3. A brief wifi connection video.
3.No Internet or Unknown Internet
In some cases, the frame will be able to connect to Wi-Fi but not the Internet. This is usually due to incompatible network settings.
Step 1: Restart the Network and the Frame
Restart all network equipment (i.e. modem, router, access point) as well as the frame and wait 10 minutes.
Step 2: Make Sure the Frame is Connected to 2.4 GHz
Some networks combine 2.4 GHz and 5 GHz signals into a combined network. This is also called band steering, Smart Connect, or SON. While most frames work fine on most such networks, this automatic band steering can occasionally cause some issues.
Step 3: Try Another Wi-Fi
If the problem persists at this point, it's time to rule out the Wi-Fi or the frame as the culprit. This can be done by connecting the frame to a completely different Wi-Fi, such as at a family or friend's house. It can also be done by connecting the frame to a mobile hotspot.
If the problem still occurs on another Wi-Fi device, it indicates that there may be an issue with the frame's software and we will contact our technicians to share a repair package to help you fix it. Please kindly share the WIFI interface and About interface of frame for us, such as these pictures.
4.Wi-Fi Requirements
The Wi-Fi signal must meet a specific set of requirements in order to connect to the frame. Here is a list of the most common Wi-Fi requirements.
A quick list of the most common Wi-Fi requirements:
- Wi-Fi needs to use the 2.4 GHz network band
- Wi-Fi cannot be hidden
- Wi-Fi cannot use WPA3 or enterprise encryption
If your Wi-Fi doesn't meet the requirements, or if you have questions, contact your Internet Service Provider. They are usually able to check and change the Wi-Fi very quickly.
If you don't know who your ISP is, here's a quick link to find out: https://www.whoismyisp.org/
Some of our frames are compatible with both 2.4 GHz and 5GHz, you can refer to the table below for specific information.
Email:cs@dragontouch.com
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