¿Fotos o vídeos atascados en "Subiendo"?
Occasionally, a high-resolution photo or a large video file may get stuck in the Frameo App's upload queue, stopping at a specific percentage. This is usually caused by a momentary handshake issue or bandwidth fluctuation between your phone, the Pexar Cloud, and the frame.
Follow these steps to clear the queue and resume syncing:
1. Verify Network Stability
- Is the Frame Online? Check the Wi-Fi icon on your Pexar Smart Frame's screen. If it's red or missing, the frame cannot receive the file.
- Is Your Phone Connected? Ensure your smartphone hasn't switched to a weak cellular signal. A quick way to test is to load a high-definition video in your browser; if it buffers, your upload will likely struggle as well.
2. Perform a "Power Cycle"
If the network seems fine but the file is still stuck:
- Reboot the App: Force close the Frameo App on your phone and reopen it. This often refreshes the sync service.
- Restart the Hardware: Unplug your frame for 10 seconds and plug it back in. This clears the frame's temporary cache and forces it to re-establish a secure link with our servers.
3. Managing the Upload Queue
If one specific file is blocking the rest of your photos, you may need to manually clear it:
- The "Time-Out" Method: Stay on the Upload Queue/Activity screen for about 2 minutes. Our system is designed to "time out" failed transfers automatically. Once it fails, you can tap to delete or retry the file.
- Manual Cancellation: If new photos are sending fine but one remains stuck, cancel the stuck transfer and try re-uploading that specific file separately. Large video files, in particular, benefit from being uploaded one at a time on a strong Wi-Fi connection.
Still need help?
Feel free to Contact Our Support Team or email us at support@pexar.com, we are happy to help.