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I don't see photos on my frame. Where are my photos?

When you can expect photos and videos uploaded to arrive on the frame

The first photos you've sent should start arriving on the frame in 1-3 minutes depending on the speed of the Internet connection you have. We process photos in the Cloud before making them available to the frame for download. Photo processing includes downscaling to our frame resolution, converting to JPG if necessary and making sure no duplicates arrive on the frame.

Videos can take 3-10 minutes to arrive. We process videos in the Cloud before making them available to the frame for download. Video processing includes downscaling to our frame resolution, converting to MP4, if necessary, and downscaling the frame rate if necessary.

In some cases, during heavy loads it can take some time for photos or videos to arrive on the frame.

If you are in slideshow mode, new photos will arrive and be displayed automatically. If however you are browsing photos in the Playlist you will see a message like this:

Screen_Shot_2017-08-14_at_2.17.47_PM.png

 

 

There are a number of reasons you might not see photos on the frame

Photos are being filtered

The screenshot below shows you a playlist where all photos are being filtered out. The arrow points to the filter buttons, and you see all of them are a light shade. You also see Showing 0 items out of 345 in the upper potion of the screen on the middle. This means that all 345 have been filtered.

If you tap on the Photos button filter on the upper left corner, this will turn on/off the photo filtering.

Screen_Shot_2017-08-18_at_10.13.17_AM.png

You are using a Playlist that doesn't show you all your photos

  1. From the Playlist screen tap on the Switch Playlist button  (as shown by the red arrow below)Screen_Shot_2017-06-21_at_9.12.12_AM.png
  2. On this screen you should see several playlists, each with a Name and Photo Count. Tap on the All Photos & Videos playlist in the upper left corner (highlighted in red).PLAYLIST_SELECTION.jpg
  3. The All Photos & Videos playlist contains all the photos on your frame except the photos in the Hidden Playlist

 

You have hidden photos on your frame 

PhotoSpring allows users to hide photos from view. Any hidden photo will not appear in any playlist except the Hidden Playlist. To view photos in the Hidden Playlist:

  1. From the Playlist screen tap on the Switch Playlist button  (as shown by the red arrow below)Screen_Shot_2017-06-21_at_9.12.12_AM.png
  2. On this screen you should see several playlists, each with a Name and Photo Count. Tap on the playlist labelled Hidden under the Quick Playlists row.  You may have to scroll the row to the right to reveal it.PLAYLIST_SELECTION.jpg

There are actually no photos on your frame 

To verify this look for the following

  1. In Switch Playlist screen check the item count for "All Photos & Videos". You should see it just below the title of the playlist. If the item count is zero, then you have no processed items on the frame. This doesn't mean you have no photos on the frame. It just means none have been processed. Go to the next step.
  2. In Settings, check the number of photos downloaded onto the frame. If this number is zero, then that means you aren't downloading photos. Here's how you find the number of photos downloaded to the frame:
    • From Playlist, tap on the Menu button in the upper right hand corner. It should open a drop down.
    • Tap Settings 
    • From the settings screen you should see a row that says CAPACITY followed by the number of Photos and Videos on the device.

If all of these are zero, then either

  • You are not connected to a Wi-Fi that has working Internet connection
  • Something is wrong and we need to further debug. Please contact us.

 

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