Troubleshooting Guide: Stuck on Loading/Booting Screen

For Nixplay Wi-Fi Frames:

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*
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Original frames

1. Unpair the frame
2. Unplug the power cord from the side of the frame.
3. Locate the reset button at the back of your Frame. It is in a tiny hole located below the power plugin.
4. Using a paper clip, insert it into the hole and press and hold the reset button inside it.
5. While holding the reset button, plug the cord back into the Frame.
6. Wait until a blue loading/progress bar appears on the screen before letting go of the reset button. The blue progress bar is the indicator that you are resetting the frame.
7. Wait for the Frame to finish the setup. This might take a couple of minutes.
   
   Video Guide: https://www.youtube.com/watch?v=fKuM8JC3W7Q&t
   Once the frame boots up, it will require you to connect it to a network.

Edge frames

1. Unpair the frame
2. Unplug the power cord from the side of the frame.
3. Locate the reset button at the back of your Frame. It is in a tiny hole located above the SD card port.
4. Using a paper clip, insert it into the hole and press and hold the reset button inside it.
5. While holding the reset button, plug the cord back into the Frame.
6. Wait until a blue loading/progress bar appears on the screen before letting go of the reset button. The blue progress bar is the indicator that you are resetting the frame.
7. Wait for the Frame to finish the setup. This might take a couple of minutes.
   
   Once the frame boots up, it will require you to connect it to a network.

Iris frames:

1. Unpair the frame
2. Unplug the adapter from the wall outlet.
3. Locate the pinhole on the side of the frame right above the light sensor.
4. Using a paper clip, insert it into the hole and press and hold the reset button inside it.
5. While holding the reset button, plug the cord back into the Frame.
6. Wait until a blue loading/progress bar appears on the screen before letting go of the reset button. The blue progress bar is the indicator that you are resetting the frame.
7. Wait for the Frame to finish the setup. This might take a couple of minutes.
   
   Video Guide: https://www.youtube.com/watch?v=9uV9DVB8bng&t
   Once the frame boots up, it will require you to connect it to a network.

Seed frames:

1. 1. Unpair the frame

   2. Unplug the adapter from the wall outlet

   3. Locate the pinhole on the side of the frame near the 2 sensors.

   4. Using a paper clip, insert it into the hole and press and hold the reset button inside it.

   5. While holding the reset button, plug the cord back into the Frame.

   6. Wait until a blue loading/progress bar appears on the screen before letting go of the reset button. The blue progress bar is the indicator that you are resetting the frame.

   7. Wait for the Frame to finish the setup. This might take a couple of minutes.

   Video Guide: https://www.youtube.com/watch?v=e6qZmJCIhbY&t

2. Once the frame boots up, it will require you to connect it to a network.
   
   

Smart frames:

1. Please make sure to unpair the frame to your account before proceeding to the reset.
2. Unplug the AC Adapter from the cord stand.
3. Remove the cord stand at the back of the frame.
4. Locate the factory reset(its located near the AC Adapter port at the back of the frame)
5. Insert a paper clip inside the small hole and check if you feel the reset button

Please see the photos below for your reference:
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1. Once you feel the reset button press and hold it
2. While pressing the reset button plug in the AC Adapter
3. When you see the Firmware Update message on the screen release the reset button* It will run the reset process then it will ask you to connect the frame to the wifi
4. After connecting the frame to the wifi it will download multiple updates (possible 3 to 5 updates)
5. After the update, it should show the introduction video, and then it will show the serial number
6. That's the time you can re-pair the frame to your account.
   
   Once the frame boots up, it will require you to connect it to a network.

Touch Screen Frame:

W10K Frame Model:

1. Please make sure to unpair the frame to your account before proceeding to the reset.
2. Remove the back cover of the frame to locate the reset button


3. Locate the factory reset and Insert a paper clip inside the small hole and check if you feel the reset button


4. Once you feel the reset button press and hold it
5. While pressing the reset button plug in the AC Adapter
6. When you see the "Caution: Do not Turn off" message on the screen release the reset button* It will run the reset process then it will ask you to connect the frame to the wifi


7. After connecting the frame to the wifi it will download multiple updates
8. After the update, it should show the introduction video, and then it will show the serial number
9. That's the time you can re-pair the frame to your account.
10. Once the frame boots up, it will require you to connect it to a network.
11. As soon as the frame is connected, it will download available updates and when it finishes, the frame will reboot itself.

W10P Classic Frame Model:
1. Please make sure to unpair the frame to your account before proceeding to the reset.
2. Locate the factory reset near the power port, Insert a paper clip inside the small hole, and check if you feel the reset button
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3. Once you feel the reset button press and hold it
4. While pressing the reset button plug in the AC Adapter
5. When you see the "Caution: Do not Turn off" message on the screen release the reset button* It will run the reset process then it will ask you to connect the frame to the wifi
6. After connecting the frame to the wifi it will download multiple updates
7. After the update, it should show the introduction video, and then it will show the serial number
8. That's the time you can re-pair the frame to your account.
9. Once the frame boots up, it will require you to connect it to a network.
10. As soon as the frame is connected, it will download available updates and when it finishes, the frame will reboot itself.

**If this doesn't work, please get in touch with our Customer Service team.

For NIX Non-WiFi Digital Photo Frames:

1. Remove the memory card/USB thumb drive, turn your NIX frame off, then turn it on again. If this fixes the issue, make sure your frame' firmware is updated to the latest version.

**If restarting the frame doesn't work please get in touch with our Customer Service team.