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Troubleshooting
1. I'm not able to register, the app says my frame has Invalid serial number?
2. How to find my cloud frame serial number?
Only Sungale cloud products can be registered with Sungale cloud. If you have a regular
digital photo frame, which doesn't have cloud feature, it cannot be registered with Sungale
cloud, please just use SD card or USB flash drive to display photo (and videos).
On your cloud frame, click Settings at the lower right corner, then click
"Settings"
again,
scroll down to find
"About device"
or
"Device info"
, you'll find your device serial number
starts with
"SU***"
.
3. Why my cloud pictures are not showing on my cloud frame?
Please first check if your cloud album has been pushed to your cloud frame. Login to your
Sungale cloud app, tab
"Manage Frame"
from the menu options, then tab your cloud
frame showing on the top, you'll see which cloud albums have been pushed your frame.
If an album has been pushed, but not showing on our frame, please check Wi-Fi connection
on your frame, check if it is connected to Internet, please go to your frame home screen,
and go to Online Photo or Online Video backup list, see if the backup list can show up.
If all of above are all confirmed with no problem, it still cannot receive photos, it is a rare
case. Then please try to do following operation, go to
Settings > Apps > All> find
"Wififrame" app
(the app could be named same as your cloud frame model number) >
press
"clear data"
button >
reboot frame.
This would re-download everything you've
pushed from the cloud.
4. I haven't received activation code for registration.
Please check your junk folder, if still haven't received anything, please email
[email protected], we'll push through the registration for you within 24 hours.
5. How to update my cloud account email? What if I have a typo?
Your account email cannot be changed once it's registered, you'll need to contact
[email protected] to update it.
