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Troubleshooting
1. Cannot pass the "User registration" message box on the frame
1) Make sure your cloud frame is a touch screen model or a remote control model.
For 10" or smaller models, they are touch screen models, they do not have a RC,
what you need to do is to touch on the screen to do operation. For 14" above
models, they are remote control models, please make sure you have plugged in
the RC receiver into the USB port.
2) Make sure you have setup Wi-Fi connection correctly. You can try to turn on/off the
Wi-Fi switch, re-input right password. Sometimes you can try to reboot frame to get
Wi-Fi connection.
3) If you have set Wi-Fi correctly, but still stuck at
"Authenticate Registration"
message
box, it could be that you have had a serial number typo during registration, which will
make the cloud server cannot find matched frame. In this situation, please take a
photo of the serial number showed on the frame
’
screen and send it to
to ask for assistance.
4) In rare case, customer may set Wi-Fi connection to a hotspot Wi-Fi or a public Wi-Fi
surrounding such as in bank, library, restaurant etc., where it needs to open browser
to establish connection. Such Wi-Fi surrounding won't work for initial frame setup,
please move the frame to a private network to finish initial frame setup.
2. Pictures are not showing on frame
1) This problem may result in you have not gone to the cloud frame service platform
www.cloud.sungale.com
to setup a slide show corresponding to the album and
you have not push the slide show to your frame. Usually, we suggest customers firstly
to go to the platform to create album, slide show, and push the slide show to the frame.
2) If you have created an album with using smart phone app, you still need to logon to
the frame service platform
https://cloud.sungale.com
to create a slide show,
and push the album you have created to a slide show, then push the slide show to the
frame. Then, your cloud frame will be able to receive photos you have pushed to the
album. The frame service platform setting is necessary.
3) Make sure the frame has good Wi-Fi connection, you can try to open browser to
open a website to verify it. As long as your Wi-Fi connection is well, you should be
able to receive photos you have pushed.
