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Vodonos_1's profile

3 Messages

Wednesday, March 6th, 2024 4:03 PM

Nixplay picture frame

I switched internet service to ATT provider about a week ago and trying to connect Nixplay picture frame to ATT WiFi in my house. The picture frame sees the WiFi and tries to connect but eventually expires in a minute. The picture frame worked on the previous Comcast router as well as it works on the Verizon hotspot. Please help to resolve this issue. Thanks in advance.

Accepted Solution

ACE - Expert

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35.6K Messages

3 months ago

It is likely your picture frame doesn't like the band steering feature of the AT&T Gateway, where both 2.4 GHz and 5 GHz bands are offered on the same SSID and the client is supposed to use the one best suited.  Many 2.4 GHz devices are confused by it.  If this is the problem, then the solution is to either enable your guest SSID (which is 2.4 GHz only) and connect the frame that way, or change the SSID for the 2.4 GHz band to something different from the 5 GHz band (and thus turning off band steering), then you can use the new 2.4-only SSID for the frame.

Accepted Solution

ACE - Professor

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5.6K Messages

3 months ago

Or just temporarily disable the 5GHz radio.  This is what I used to do before I got a proper WiFi system. 

Community Support

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232.3K Messages

3 months ago

Hi @Vodonos_1, thank you for choosing us as your go-to provider. We understand your concern in regard to connecting your Nixplay picture frame. Let's get the help you need.

 

We recommend that you try these below steps:


The above steps can help clear backend processes in the device that could be preventing you from connecting to Wi-Fi. 

 
For more information, please go through our article on why one of your devices may not be connecting to Wi-Fi.

 

Please feel free to reach out to us for further assistance.


Thank you for contacting AT&T Community Forums.

Jasmine, AT&T Community Specialist.

3 Messages

3 months ago

The restart was performed several times locally and by ATT telephone support but no result. All other devices in the household work fine. I also changed the wifi name but no results either. It looks like the router blocks the picture frame. The pervious comcast router worked just fine. Please advise.

Community Support

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232.3K Messages

3 months ago

Hi again @Vodonos_1, thank you for writing back to us. Let’s shed some light on your concern and guide you in the right direction.

 

As you have mentioned that you are able to connect all other devices and having trouble connecting with only one device, we recommend that you get in touch with Nixplay support-https://www.nixplay.com/pages/contact-us.

 

Please feel free to reach out to us if you need any further assistance.

Thank you for contacting AT&T Community Forums.

Jasmine, AT&T Community Specialist

3 Messages

2 months ago

Thank you all for your response. The picture frame has still not been connecting to WiFi. I checked the router through the web IP address and verified both 5 and 2.4 GHz are still active. There are many other router settings I'm not comfortable to play with. Is there any further course of actions? Thanks in advance. Lenny

Community Support

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232.3K Messages

2 months ago

Hi Vodonos_1

 

Thank you for reaching out to us.

 

We understand your concern and are happy to assist you.

 

After reviewing your concern and trying to resolve through the Community Forums, it looks like you may need more account specific support.  To assist you best, we encourage you to review our Contact Us page to identify what method you’d prefer to reach out for this account level help.  You can call, chat, or reach out via social media and we can review your specific issue and provide you support.  

 

We’re sorry we weren’t able to resolve your concern directly in the forums, but let us know if we can assist with anything else.

 

Please feel free to reach out to us for further assistance.


Thank you for contacting AT&T.

Emma, AT&T Community Specialist.

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