Your Aura frame won’t connect to WiFi, and setup has hit a wall, or a frame that worked yesterday has gone offline. Start with the network band, saved connection, and pairing permissions to get it connected again. Keep your frame and account intact while you troubleshoot; reconnecting doesn’t require deleting your photos.
Start with a compatible WiFi band
An incompatible WiFi band stops your Aura frame from connecting even when your phone connects successfully.
Use a 2.4GHz network for Carver, Carver Mat, and every model other than Walden, Aspen, and Ink. Walden, Aspen, and Ink support both 2.4GHz and 5GHz.
If your router gives each band a separate network name, connect your setup phone to the compatible network before setting up the frame.
Enable 2.4GHz in your router’s configuration if your frame requires it and it’s switched off. Use your router manual or internet provider’s instructions for the exact controls.
Update the saved WiFi connection
Moved house, replaced your router, or changed its password? Update the saved connection while beside the frame, using an Aura account that is already a frame member. WiFi changes require local access.
Open your frame’s settings icon > WiFi Network > Change WiFi Network in Aura.
Allow Bluetooth access when prompted so the app can communicate with the nearby frame.
Complete the connection with your network name and credentials, finishing with Save or Join. After Bluetooth pairing, you can select the network from the list or enter its name manually.
Check for an Aura service outage
Before changing anything else on a previously working setup, open Aura’s system-status page. An outage needs time to recover.
If an outage message appears, leave the frame powered. Avoid resetting it, deleting the frame or account, or logging out.
Check the status page again after 60 minutes.
If the problem persists after 24 hours, contact Aura through Email our team in the Help Center. If no outage is reported, or service has recovered but your frame remains offline, restart the frame and router next.
Restart the frame and router
A restart addresses connection trouble on plug-powered Aura LCD frames and home routers.
Disconnect the frame’s power cable.
Wait approximately 20 seconds, or 30 seconds if a previously working frame now asks you to add photos.
Reconnect the frame’s power cable.
Allow 5–10 minutes for recovery if the frame unexpectedly requested photos.
If the frame remains disconnected, unplug your router.
Reconnect the router’s power.
Wait until your phone confirms WiFi has returned; router startup can take 10 minutes.
Retry the frame’s connection promptly after the router finishes starting.
For an LCD frame with a black display and no pairing code, reseat the power cable at the frame.
Try another electrical outlet if the display stays black.
Contact Aura if neither power check restores the display.
For battery-powered Aura Ink, ask Aura for model-specific recovery instructions. Unplugging Ink does not perform this LCD restart procedure.
Restore pairing access on your phone
If Aura can’t find your frame, restart pairing inside the app and check your phone’s permissions.
- 1.Close the Aura app.
- 2.Restart your plug-powered LCD frame using the procedure above. For Ink, get model-specific recovery help from Aura.
- 3.Enable your phone’s Bluetooth. On iPhone or iPad, open Settings > Privacy & Security > Bluetooth and enable Aura, then turn on Bluetooth under Settings > Bluetooth.
- 4.On Android versions before Android 12, search for Location in Settings and enable it, then allow Location access for Aura in app permissions. Aura’s Bluetooth article says Android 12 and later don’t need Location for the app’s Bluetooth access, but Aura’s setup requirements still list Location Services for Android setup. Turn Location on anyway if pairing keeps failing on Android 12 or later.
- 5.Reopen Aura and pair using the four-digit code on the frame. Enter it inside Aura, rather than pairing through your phone’s Bluetooth device list.
Improve the signal and find missing networks
These checks address weak connectivity, missing network names, and stalled mesh-network setup.
Move the frame closer to the router, keeping at least five feet between them. Account for walls, electrical interference, and competing devices when choosing its position.
Back out of the app’s connection screen.
Retry network discovery, repeating this back-out-and-retry sequence up to three times.
Restart the router if your network still doesn’t appear.
Retry discovery after the router finishes starting.
For setup trouble on a mesh network, unplug the additional mesh access points.
Complete the frame’s connection through the main router.
Reconnect the additional mesh access points once setup succeeds.
Test the password on your phone
Your phone already being online doesn’t test the password you’re typing into Aura. Reconnect it with that password to check the credentials.
On iPhone, forget the network through Settings > Wi-Fi > your connected network > Forget This Network > Forget.
On Android, forget it through Settings > Connections or Network & Internet > Wi-Fi > your connected network > Forget. Android labels vary by manufacturer.
Reconnect your phone to that network by entering the password.
Repeat Aura’s WiFi setup with the confirmed password.
If changing WiFi through the frame’s settings still fails, try the new-frame setup flow below.
Reconnect through the new-frame setup flow
Despite its name, + New Frame also reconnects an existing frame while retaining its photos and contributors.
- 1.Open Aura beside the frame using an account that is already a frame member.
- 2.Open the three-line menu.
- 3.Select + New Frame.
- 4.Choose It's for me.
- 5.Complete the pairing and WiFi prompts. Contact Aura if your existing photos and contributors fail to reappear.
Get help with persistent connection failures
These final checks address internet access, app updates, and problems that need Aura’s help.
Test internet access on another device connected to the same network.
Contact your internet provider if household internet is unavailable.
Install any available Aura Frames update from the Apple App Store or Google Play Store.
Select Email our team in the Aura Help Center if the frame still won’t connect.
Describe your frame model, error message, network, and the fixes you’ve tried.
Include a photo of the display if it shows stock photos without a pairing code or setup text. Aura provides assistance for frames stuck in retail demo mode.
Keep your frame membership and account intact while support helps. The app’s factory-reset removal process permanently erases content and membership.
Attempt a troubleshooting factory reset only when Aura support directs it. Aura Ink is excluded from Aura’s hardware-reset procedure.
Frequently Asked Questions
Can an Aura frame connect to 5G home internet?
Yes, when its router provides a compatible WiFi band. Cellular 5G service and 5GHz WiFi are different things. Carver, Carver Mat, and models other than Walden, Aspen, and Ink require 2.4GHz; Walden, Aspen, and Ink also support 5GHz.
Can I use a mobile hotspot for my Aura frame?
Yes. Use one device to provide a hotspot on a compatible WiFi band and a separate device to run Aura. Connect the setup device to the hotspot and enable Bluetooth. With the frame powered and nearby, open Aura’s three-line menu > + New Frame > It's for me and complete setup. Aura warns of substantial data use and the need to reconnect when the hotspot is deactivated.
What phone or tablet do I need to set up an Aura frame?
Aura specifies iOS or iPadOS 15 or later, or a native Android device running Android 8.0 or later with Bluetooth Low Energy. Check the current app-store compatibility listing before installing Aura Frames. Enable WiFi and Bluetooth and run the app beside the frame.
Can a firmware update fix the frame while it’s offline?
No. Firmware updates require working internet. Once the frame reconnects, leave it powered and connected so updates can install automatically, generally during sleep. If an update message appears, wait for the frame to restart.