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            Error Authenticating

            Modified on Thu, 14 Nov, 2024 at 3:19 PM




            ⓘ 
            Error authenticating
            The message "Error authenticating: incorrect password for the Wi-Fi" usually appears if the entered password is wrong. However, Wi-Fi and connection issues can be caused by various factors, including a poor Wi-Fi signal, certain network and Wi-Fi settings, or even a faulty Wi-Fi antenna in the frame. If you get the error message Error authenticating, here are some troubleshooting steps to narrow down and hopefully solve the Wi-Fi problem.


            Password troubleshooting

            It can be hard to remember Wi-Fi passwords since they often consist of random words, letters, and numbers. To ensure that the frame registers the characters correctly while typing the password, you can press the icon next to the password field.

            eye_icon.png

            This will make the password visible while typing and allows you to double-check that the password is entered 100% correctly.


            Wi-Fi troubleshooting

            If you are sure that the password you are using is 100% correct, but you still can't connect, here are some further troubleshooting steps you can try.


            Step 1: Reboot network and frame

            Although it sounds simple, it's often overlooked. Reboot all of your network equipment (i.e. modem, router, access points) as well as the frame and wait 10 minutes. This will ensure that it has the best possible conditions for connecting to your Wi-Fi.


            Step 2: Reset Wi-Fi

            To give the frame even better conditions for success, you can reset its Wi-Fi. To do this:

            • Go to Settings → Wi-Fi
            • Press the three little dots in the upper-right corner
            • Select "Reset Wi-Fi"

            The frame will reset its Wi-Fi configuration and restart, and you can try to connect to the Wi-Fi again. Resetting the Wi-Fi won't delete any photos or settings on the frame.


            Step 3: Try another Wi-Fi


            If the problem still occurs at this point, it's time to eliminate either the Wi-Fi or the frame as the culprit. This is done by connecting the frame to an entirely different Wi-Fi (e.g. at a family member or a friend's house). It can also be done by connecting the frame to a mobile hotspot. You can read more about how to set up a mobile hotspot here: How to connect the frame to a smartphone hotspot.

            If the problem still occurs on the other Wi-Fi, it would indicate that there's a problem with the frame's hardware and that returning it for a replacement is the best option. You can read more here: How to Return or Replace a Frame.

            If instead the problem disappears on the other Wi-Fi, the problem is likely specific to your Wi-Fi, and contacting your ISP (internet service provider) would be the best way to resolve the problem.



            Still Need Assistance?

            If you have any questions, encounter any problems, or discover a bug, please do not hesitate to get in touch with us! You can submit a ticket here, and we'll get back to you as soon as possible.



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