We’re very sorry that you’ve encountered this issue, and we completely understand how frustrating it must be — especially when you just want to enjoy those cherished memories on your frame.
To help fix the problem, please check the following links to recover your frame:
Video Tutorials for Mac:
Repair Tool for Mac: https://d19beyfi6z5mit.cloudfront.net/repair/AppUpdate.zip
Classic 10 Elite:
https://d19beyfi6z5mit.cloudfront.net/repair/AppUpdate1.0.1.zip
Video Tutorials for Windows:
Repair Tool for Windows: https://d19beyfi6z5mit.cloudfront.net/repair/WinUpdate.zip
Classic 10 Elite:
https://d19beyfi6z5mit.cloudfront.net/repair/Windows1.0.1.zip
Disassembly Video Tutorial
Classic10 Elite:
https://youtube.com/shorts/0NU3VNWL2N0?
Modern10 Aqua:
To connect the frame (Classic 10) , we suggest using a USB-C to USB mini-B cable:
If convenient, could you kindly assist us by providing the following information for our records?
1. A photo of the label on the back of the frame;
2. Photos illustrating the issue with the frame;
3. Your phone number or email address
We will contact you within 24 hours with any updates.
Need Assistance?
If you have any questions or encounter any problem, please don't hesitate to get in touch with us!
You may submit a ticket here, and we'll get back to you as soon as possible.
Or make a phone call on:
Phone Support: (888) 811-1140(US)
Hours: Monday – Friday, 9:00 AM – 5:00 PM
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