Trouble with Wi-Fi connection on Loop frameUpdated a month ago

Common Solutions to Wi-Fi Issues

Having trouble connecting your Loop frame to Wi-Fi? Don’t worry—we’re here to help! Wi-Fi issues can be tricky because everyone’s home setup is a little different, but the steps below should get your frame back online in no time.

🔁 Restart Your Router and Loop Frame

Restart your router and wait for about 5 minutes to let it fully reset.

Then, restart your Loop frame by pressing and holding the power button on the back for 3 seconds until it says "Loop is shutting down." Once the frame turns off, press the power button again to turn it back on. This simple step often clears up connectivity issues, much like restarting a computer or cell phone!

🖼️ Move Closer to the Router

If your Loop frame is far from the router, try moving it closer temporarily to see if the connection improves.

🛜 Ensure Your Network Meets Compatibility Requirements

Loop frames require a 2.4 GHz Wi-Fi network. If you’re using a dual-band router that combines 2.4 GHz and 5 GHz into a single network name (SSID), try splitting them into separate SSIDs in your router’s settings. Then connect your Loop frame to the 2.4 GHz network. This won’t affect performance since photo sizes are much smaller than video streaming.

• Loop cannot connect to networks that require a web browser login or sign-in page (like those often found in public spaces or businesses). Need help setting up a Loop at a nursing home or office? Read this article about how to make this possible - it's easy!

⏪ Factory Reset 

If you've tried all the steps above and still can't connect, try a factory reset.

• Tap anywhere on the screen and select Settings. Select the Factory Reset option, then yes to reset my Loop. This clears any lingering issues between your frame and router. You will need to reprogram any special "Slideshow Settings" you had set up.

Still Having Trouble?
If these steps don’t resolve the issue, please reach out to our customer support team at [email protected]. We’ll check your Loop from our end and work with you to find a solution. Your memories are important, and we’re here to make sure your Loop frame stays connected and ready to display them!