To fix a Skylight Frame that won't connect to Wi-Fi, re-enter the network password, unplug the frame for five seconds, and retry closer to your router. If the connection still fails, reset the frame’s Wi-Fi connection and try another network or a mobile hotspot. Save a factory reset for after the Wi-Fi fixes, because it restores factory settings and unlinks account data from the physical frame.
The short version
- Start with the password: Select your network and carefully enter its Wi-Fi password again.
- Restart and move closer: Disconnect the frame’s power for five seconds, then retry near the router.
- Reset the connection: Use the Wi-Fi reset control that matches your frame’s menus.
- Compare networks: A successful connection to another network or hotspot points toward a problem with the original network.
- Save factory reset for last: You will need to reactivate the frame afterward using the Skylight app.
| Option | When to use it | What to expect |
|---|---|---|
| Re-enter the password | Your network is listed | A connection attempt with the correct password |
| Rescan for networks | Your network is missing during setup | Existing networks forgotten and a new scan |
| Power-cycle the frame | The connection still fails | A restart after five seconds without power |
| Move closer | Reception is weak or intermittent | Another connection attempt within 15 feet of the router |
| Restart the router and modem | You are troubleshooting your home network | Another attempt after a couple of minutes without router and modem power |
| Reset through the submenu | Your frame shows Settings > WiFi | Network selection and password entry again |
| Reset through the top menu | Your frame shows Reset Wi-Fi directly under Settings | Network selection and password entry again |
| Try another network or hotspot | You need to narrow down the cause | A comparison with the original network |
| Perform a deeper Wi-Fi reset | Basic fixes fail and your frame has Reset WiFi | Cleared Wi-Fi settings and a frame restart |
| Connect to public Wi-Fi directly | The network requires no separate sign-in or acceptance of terms | Connection through the frame’s Wi-Fi menu |
| Request MAC address approval | A public or managed network requires a login portal | Administrator approval if the network permits it |
| Factory-reset the frame | You are considering a final recovery step | Factory settings restored and account data unlinked from the frame |
| Get the companion app | You need the app for reactivation | An activation code through the Skylight app |
| Contact Skylight support | The frame still cannot connect | Further help with the troubleshooting you have attempted |
Check the network and password
During setup, power on the frame and wait for WiFi Settings, then select your network from the list on the right. Enter the Wi-Fi password using the touchscreen keyboard, check for typing errors, and tap Connect.
If your network is missing from the setup list, wait 30 seconds for it to appear. On setup screens with Forget All Networks And Rescan, you can then start another scan. This control forgets all networks and rescans for them. Tap Forget All Networks And Rescan, select your network when it appears, and enter its password.
If your setup screen does not show that control, continue with the frame restart and signal checks below. You can also try another available network or a mobile hotspot if your network remains missing.
Restart the frame and check its location
Disconnect the frame’s power adapter from the wall, wait five seconds, then reconnect it. Once the frame is back on, retry the Wi-Fi connection.
For weak or intermittent reception, move the frame closer to your router and try again. Skylight suggests placing it within 15 feet of the router. Start your effort to fix a weak Wi-Fi signal with this placement check.
Restart your home router and modem
Disconnect power from your home Wi-Fi router and modem for a couple of minutes, then reconnect them. Retry the frame’s connection afterward. If it still fails, reset the Wi-Fi connection on the frame.
Reset the WiFi connection on the frame
A Wi-Fi reset requires you to select a network and enter its password again. On a frame with a WiFi submenu, tap Settings > WiFi, then tap Reset WiFi. Select your network and enter its password again.
Some frames put the reset control directly under Settings, and this reset also requires you to select a network and re-enter its password. For that layout, tap the screen to reveal the top menu, tap Settings, then tap Reset Wi-Fi. Choose your network from the list on the right and enter its password.
Follow the path that matches the controls on your frame. If reconnecting after that reset does not work, try another network to help distinguish a problem with the original network from a problem with the frame.
Try another network or a mobile hotspot
Connect the frame to another available Wi-Fi network or a mobile hotspot. If it connects successfully, that suggests the original network’s router settings, signal, or restrictions are causing the problem. You can also use the other network or hotspot as an alternative connection when the original network cannot accommodate the frame.
If the frame fails to connect to both networks, continue with device troubleshooting using the deeper Wi-Fi reset below. Include the result of the alternate-network attempt if you need to contact Skylight support.
Use the deeper WiFi reset if needed
On a frame with the Reset WiFi control, open Settings > WiFi. The deeper reset clears Wi-Fi settings and restarts the frame. Press and hold Reset WiFi three times, then reconnect to your network after the frame restarts.
Use this procedure only on a frame that displays that control. If your frame instead has Reset Wi-Fi directly under Settings, follow that reset path above and contact Skylight if the connection continues to fail.
Check for a public network login requirement
You can connect directly to public Wi-Fi when it does not require a separate sign-in or acceptance of terms. Select that network in the frame’s Wi-Fi menu. If the network requires a login portal, ask its administrator whether they can approve individual devices.
For a public or managed network whose administrator can approve devices, first activate the frame using another network or hotspot. Find the frame’s MAC address using the steps below, then give it to the network’s IT or security administrator and ask them to approve the frame so it can bypass the login portal. Reconnect to the network after approval. If approval cannot bypass its restrictions, use another network or hotspot.
Consider a factory reset or contact Skylight
If the frame still cannot connect, email [email protected] and include the troubleshooting you have already attempted. You can contact Skylight before trying a factory reset, particularly if your frame is completely offline.
A factory reset restores factory settings and unlinks account data from the physical frame, but it does not delete data in your Skylight Account. On a frame with Reset device, tap the screen, open Settings > Advanced Features, and scroll to the bottom. Tap Reset device, tap Reset, then tap Reset again.
After the reset, reactivate the frame using an activation code from the Skylight app. If you need the app, use Skylight’s download page linked below. If your frame does not show Reset device, or you cannot reconnect to complete reactivation, contact Skylight support and include whether another network worked.
Frequently Asked Questions
How can you tell whether the frame connected successfully?
Check for the connection message beside the network after you tap Connect. That is where you can check the result of the connection attempt.
How long should you keep retrying after moving the frame closer?
Skylight recommends making a couple more connection attempts over five minutes if necessary. Use that retry window when troubleshooting weak or intermittent reception.
Where can you find the MAC address for public Wi-Fi approval?
After activating the frame on another network or hotspot, tap its screen and select Settings > How it Works. Find the MAC address at the bottom left of the pop-up, then give it to the network administrator for device approval.
Where should you get the Skylight app for reactivation?
Open Skylight’s official app download page, then select Skylight Mobile App for iOS or Skylight Mobile App for Android and follow the App Store or Google Play link on the page that opens. You can use the app for account setup and reactivation.
Can you request help without sending an email?
On Skylight’s Wi-Fi troubleshooting page, select Submit a Help Request. Include the troubleshooting you have already attempted.