Most of the time, a frame that stops updating hasn't broken, it just lost its Wi-Fi. That usually happens after a new router, a new internet provider, a changed Wi-Fi password, or a move. The frame keeps showing what it already has for a while, but it can't get new art, photos or playlist changes until it's back online.
Here's how to get it reconnected.
First, the quick checks
- Is it plugged in and turned on? If the screen is black, check the power cord is plugged in at both ends. If it's still dark, see "Black or dark screen".
- Did your Wi-Fi change? A new router, password, provider or house all mean the frame needs to be told about the new network. Follow the steps below.
Reconnect it with the app
You'll need the Nimbus app on your phone with Bluetooth turned on, and you should be standing near the frame.
- Open the app and go to More > My frame isn't working.
- The app checks your frames ("Checking your frames" can take up to a minute) and fixes what it can by itself.
- If it can reach your frame, follow the steps it shows, pick your home network and type the password exactly as it is, including capitals and symbols.
- If it can't reach your frame, email us or book a call and we'll get it back online with you.
When the frame is back online it picks up your latest playlist on its own.
Prefer to do it by hand? On the Frames tab, tap your offline frame's Troubleshoot button, then Scan for Frames (the scan can take 30 to 45 seconds), then Diagnose, then Configure WiFi. Pick your network and enter the password. If Bluetooth can't see the frame, the same screen offers Search WiFi for Frame.
Using a Nimbus Bridge for Meural frames? Go to More > Manage Bridges, tap your bridge, and reconnect it from there.
What kind of Wi-Fi your frame needs
Your frame needs:
- A home or office Wi-Fi network with an ordinary password. A guest network is fine as long as it only needs a password. Networks with a "click to accept" sign-in page won't work, because the frame has no web browser. Networks that ask for a username and a password, like many work and university networks, aren't supported.
- A 2.4 GHz network. Every Nimbus frame and the Nimbus Bridge can use 2.4 GHz Wi-Fi, so make sure one is available. The Mizar can also use 5 GHz. A router that puts 2.4 and 5 GHz under the same name is fine; a network that is 5 GHz only won't work for the bridge or for frames that only do 2.4 GHz.
- WPA2 security. A network set to WPA3 only isn't supported; WPA2, or WPA2/WPA3 together, works.
- A visible network name. If your network name is hidden, the frame can't find it.
- A password of 8 to 63 characters. Type it exactly as it is, including capitals and symbols. If your password has a double quote (") in it, email us before you start.
- Nimbus Bridge owners: the bridge and your Meural Canvas must be on the same network and able to see each other. A guest network, or a router setting that keeps devices apart from one another, stops the bridge from sending art to the Canvas.
If your network doesn't fit this list, email us and we'll work out the best way to get you connected.
Give it a little time
Once your Wi-Fi is working again, a frame that lost its connection keeps trying to rejoin on its own. Give it up to 15 minutes before you do anything else. If it's still offline, use the steps above.
If the app can't find your frame
If the scan doesn't find your frame, don't worry, and please don't factory-reset it. Email us or book a call, and we'll get it back online with you. We have a few more tricks we can walk you through.
Email: support@nimbusdigitalart.com Book a quick call: https://calendly.com/nimbussupport/nimbus