eco4life TROUBLESHOOTING / FAQ

WiFi Frame connect troubleshooting 

1. Make sure that your wifi network and password match

Your SSID (Wi-Fi network) and password must match to ensure a secure connection to the server. The password serves as a security measure for any intruders who might hack crucial personal information from you.

 Note: Wi-Fi passwords are case-sensitive. (i.e 'Abcd1234' is different from 'abcd1234')

Be sure that you enter the exact password for your Wi-Fi connection.

2. Determine if there are other devices connected to your wifi other than your eco4life frame and your personal computer

Be sure that there are no other devices connected to your Wi-Fi network to prevent data from being accessed by another device connected to you. The more number of devices connected to your network means more devices borrowing bandwidth from your network, thus making it slower in comparison and affecting your upload of photos into your album.

3. Be sure that you have a strong WIFI signal strength

You should be aware of your signal strength. The further the distance, the weaker signal strength you get thus affecting the quality. Try to position the frame nearer to the Wi-Fi router and avoid any obstructions like walls, metal bookcases, etc. that may affect the signal strength between the router and the frame. If your router is located above or below the frame on different floors of a structure, position the frame directly where the signal is located for stronger signal strength.

4. Router firewall and MAC address filtering

Some routers have default firewalls that prevent other devices from connecting to the network, this also applies to MAC Address Filtering. The network selects what devices it will allow to connect to it. In this case, you might want to go to the router's settings and check whether the firewall is on and disable it. By default, this feature is not enabled on most routers except those with the second level of security implemented on it.

5. Connect to another WIFI network​​

Try connecting to other Wi-Fi networks to diagnose the problem. If the frame still cannot establish a connection with other networks, that means that the frame is most likely to be the issue that should be addressed. If your frame is able to connect using another Wi-Fi network, your own connection is the one that needs to be configured.

How to create an account 

Creating your eco4life Account is very easy. You need to download the eco4life app from the google play store or Apple app store.  After finishing, the app installation,  follow the app guide step to create your app account. 

create the account to be able to pair your Frame with the account and be able to manage it remotely.

How to pair your frame to the app

The eco4life photo frame is super easy to pair to your app account.  

Before pairing the frame,  please make sure to follow

  1. your app account created, 

  2. your frame connects to the wifi successfully. If wifi connects successfully, the frame screen will show you a pair of QR codes.

Then open your app -> add device -> select “wifi digital photo frame” -> scan the frame screen QR code.

Stuck on Loading/Booting Screen

Try turning the frame off, then turning it on again. If this fixes the issue, make sure your frame's software is updated to the latest version.

If restarting the frame doesn't work: You can try performing a factory reset on your frame. Follow these instructions to reset your frame. You should see a blue progress bar on the frame's screen.
 

Note:  Kindly make sure that the frame is near/next to the router during the process. 

*This usually works after 1 to 3 attempts*

Troubleshooting guide for possible hardware issue

Frame not turning on

Check if the adapter is properly plugged in.

Unplug all the memory devices and power adapter from the frame.

Plug the power adapter back, do not plug in the storage devices yet.

Turn on the frame using the power button. 

If the frame still won’t turn on, plug the frame into a different known working power outlet.

If the above step still can not turn on the frame, please email cs@sonicgracehome.com  to ask for support. 

The frame is on a Black / White screen 

Check your app if the frame is online, and check if you see a faint display:

If yes,

Please check the frame’s brightness settings.  If the brightness is set to highest try to perform a factory reset for the wifi frame.

If no,  

Identify if the frame is not having issues with power.

 

Please try to unplug the AC adapter at the back of the frame.

Remove all external storage plugged into the frame like USB/SD card.

Press the power button at the back of the frame for 10 seconds.

Plugin the AC adapter back to the frame and check if the frame will display incorrectly.

Frame screen is flickering 

Check if the issue is caused by the memory device.

If the screen does not flicker without a USB/SD card connected to the frame, try a different memory device. 

Go to the frame menu or settings page and check if the screen is still flickering.

If the issue is still there, please send an email to cs@sonicgracehome.com to ask for support.

 

Note:  A memory device could cause a flickering screen if it draws too much power - for example plugging in an external hard drive. Other root causes could be an aging panel, user-inflicted damage, etc

Frame discoloration / distorted screen

Check if the issue is happening on selected photos.

If the issue is happening on selected photos, check for possible file corruption or issue.

Try to upload different new sets of photos and check if the same issue.

If the issue persists on test photos, try to use a different USB/SD card to check for possible USB/SD card issues.

If the display is still distorted, check if the issue is happening on the frame’s menu screen.

If the discoloration or distortion is not happening on the frame menu or setting page tries to perform a factory reset.

If the same issue is still there, please send an email to cs@sonicgracehome.com to ask for support.

What is the difference between 2.4GHz and 5GHz wireless frequencies

The primary differences between the two frequencies are the range (coverage) and bandwidth (speed) that the bands provide. The 2.4 GHz band provides coverage at a longer range but transmits data at slower speeds. The 5 GHz band provides less coverage but transmits data at faster speeds.

The range is lower in the 5 GHz band because higher frequencies cannot penetrate solid objects, such as walls and floors. However, higher frequencies allow data to be transmitted faster than lower frequencies, so the 5 GHz band allows you to upload and download files faster.

Your WiFi connection on a particular frequency band can also be faster or slower because of interference from other devices. Many WiFi-enabled technologies and other household devices use the 2.4 GHz band, including microwaves and garage door openers. When multiple devices attempt to use the same radio space, overcrowding occurs. The 5 GHz band tends to have less overcrowding than the 2.4GHz band because fewer devices use it and because it has 23 channels for devices to use, while the 2.4GHz band has only 11 channels. The number of channels that are available to you depends on the regulatory domain. If you’re experiencing a lot of interference from other devices, consider using the 5 GHz band.

What works with the eco4life photo frame

Eco4life frames are compatible with 2.4 GHz networks.

Most modern routers can broadcast 2.4 GHz and 5 GHz networks with different SSIDs. However, some routers that are provided by ISPs broadcast only on 5 GHz or simultaneously broadcast 2.4 GHz and 5 GHz. This might cause an issue when trying to connect your eco4life frame.

Workarounds:

·       Enable 2.4 GHz broadcast on your router.

·       Assign each frequency with its own SSID.

·       Set up a completely new SSID on a 2.4 GHz only frequency.

·       Make sure you have the same passphrase for both 2.4 GHz and 5 GHz SSIDs.

 

Note: If you are not comfortable configuring your router, we recommend that you contact your ISP/IT and ask for assistance

How do I know my eco4life frame has the latest software updates?

All software updates come to the frame automatically as long as it is connected to the wifi.

If the frame is not connected to the wifi it will get the update once it connects back. If ever a manual update is needed just follow the steps below:

1. Touch the screen of the frame and select “Settings” (The middle icon that looks like a gear).

2. Touch “System setting”

3. Touch “Check for update” to manually update your software to the latest version.

Note: if the frame software is already the latest,  will show you “no update available”