If your frame gives you an error screen saying that "A critical error has occurred" with error code 1002, it means that your frame has had multiple errors within a short amount of time.

Here are a few steps to try to resolve the problem.


Troubleshooting Steps:


Reboot and Unplug the Frame

Try to power off the frame by holding pressing and holding down the power button on the back/side of the frame for a few seconds until the option to power off appears on the screen.

Once the frame has shut down, unplug the power cord for the frame in both ends (from both the frame and from the outlet) for 5 minutes before plugging it back in again. 


Backup and Restore

If rebooting the frame did not solve the problem, you can press the RESET FRAME button.

Please keep in mind that this will delete all data from the frame (including friends and photos) if you haven't taken a backup to a micro SD card.



Before pressing RESET FRAME you can choose to BACKUP TO EXTERNAL STORAGE.

This requires a micro SD card of 32 GB or less storage, and in the format FAT32 (which most SD cards of that size are by default) inserted to the frame.

Once your photos are backed up, you can try to reset the frame.

If you are still having issues, please don't hesitate to contact our Customer Support Team.