Tech Support

Tech Support email: question@bigeframe.com

All parts we buy are brand new and we test all screens before they ship.
If you're having a problem, your unit may just be on the wrong screen.

Try to unplug your frame if it freezes on a black screen.
Unplug both USB and Power Cord from the wall.
Unplugging really helps.

 

Looking for PDF instructions? Click here

PDF 1 year warranty details: Click Here!

 

MAC users please read 6b.







1. Most problems we recommend:
 

  • Unplug unit from the wall.
  • Power down completely.
  • Take out USB drives.
  • Resave images to proper guidelines: (read #2 guidelines below)
    and place images onto USB drive
  • Turn unit back on. Power button is under frame on smaller models. Wait for main menu to appear.
  • Then plug in USB drive. (wait for drive to load images)
  • Most HD screens need to be on HDMI 1. (do not set to USB mode) *32in. models (HDMI 2)
  • If not on HDMI 1, press the button next to the power button until you get that option.
  • Blue or Red light needs to be showing on the side or top of screen.
    This indicates that your media board is turned on. Blue light must be showing on the bottom of screen to indicate that panel power is on. (22-27inch models) Turns orange when not on HDMI 1080p 60 HZ
  • If no light: Press the power button on the Media remote control once and wait a few seconds. Media board should show a Blue or Red light when working. (look near your USB port)
  • If Orange Light on bottom of screen:
    Set to HDMI 1 (do this by repeatedly pressing button next to power button) stop on HDMI
    then press HDMI button on your remote if you dont see the main menu.

Is your screen ON but still black?

Check the underside of your frame. make sure you turn on the screen power.

Press power button on the bottom right or left of your frame. Blue light should turn on.


Set to HDMI 1 (do this by repeatedly pressing button next to power button) stop on HDMI

Is your screen still black?

- make sure your mother board is ON. It will show a blue or red light if ON. No light means OFF.

- Use the small remote to turn it ON.

If your screen is still black it may be on the wrong setting:

next try this:

- Now Press the HDMI button once on your small remote. Wait a few seconds.

did your screen change to the Menu Screen?

if not try this:

Helpful Video: https://www.youtube.com/watch?v=hxnQ2Kqoxr4&feature=youtu.be

32 inch models try this: 

- Press Power Button on remote to turn OFF USB media board. Red Light should turn OFF.

- Press Power Button on remote to turn ON USB media board. Red Light should turn ON. (point remote directly at USB port on the side)

- Press the (setup) button 1 time. 

- Press the (down arrow) 2 times.

- Press (OK) 1 time

- Press the (up arrow) 5 times

- Press (OK) 1 time

- Press (return) button 2 times

This should get you on the correct setting (HDMI 1080p 60hz)



Note: 32 inch models have a combo Power and Input button in the back corner of frame. Hold the button in for a long time to power off screen. Press the button quickly to change the input setting. Latest model should be set to HDMI 2. Let it sit on the setting for 10 sec. to accept.

 





 

2a. Set your images to the recommended guidelines below for best performance of your digital frame. 

You need to size your images to the 1080p format for best results.

If you have Photoshop.
Download the 1080p Photoshop template Here!

What size are your images in pixels?
What is the DPI of your images?
Do you have hidden files on your USB drive?

Are your images using CMYK or RGB?
Do you have thumbnail images on your USB?

Always delete any hidden files or unsupported files that are on your USB drive.

Note * Mac computers will put Thumbnail data onto images on your USB. This is bad. Your USB will make your digital frame show extra blank photos and the yellow triangle error. Please delete all the blank thumbnail files. Hidden files cause problems with photo playback. .trash from the Mac is the most common.

We highly recommend Mac users use iMovie to make video slideshows.

http://www.makeuseof.com/tag/create-awesome-slideshow-presentations-imovie/

Then play the videos on the Digital Picture Frame.

Otherwise:

Read section 6 on how to find the hidden files.


Recommended guidelines below.

1.
Format USB drives: to FAT32 at allocation size of 32K

2. Use letters and numbers only when naming your files. extra extended chars get treated like
computer code and will cause errors. (Screen will keep restarting sometimes if you have strange files on your usb)

3. A picture size of 1920 x 1080 is recommended.

4. Set .jpg pictures to a standard baseline format with a quality setting of 12 or highest. No compression.

5. Use RGB color schemes only. with 72dpi. Square Pixel setting.  (300 dpi is bad and will cause errors)

6. Set video to HD quality 1280x720 or 1920x1080 MPEG 4 or DIVX to show best on the HD 1080p models.


Note* USB drives may fail over time. you may need to replace them periodically if you constantly run your slideshow from them.

If your USB drive overheats please return the USB for an exchange.

Kingston, HP, or PNY USB drives are recommended.

Do Not Use USB drives that come with security or programs pre installed



2b My screen restarts when I try to play a photo from my USB. 

When the screen can't handle a file on your USB it will turn off or restart. If this happens we suggest unplug the screen completely from the wall. Take out your USB drive. Take the USB to a Windows Computer and plug the USB in. Inspect your files. Read the Guidelines in Number 2a.

You should try testing with a small set of photos to see which photo is causing the problem. When you find the problem photo try to resave the photo with a new name using photoshop or MS Paint. Delete the bad photo then put the new photo on your USB. Plug your USB into the digital frame and try to start your slide show. Screen will run fine when all problem files are removed or resaved.



 

3a. How many photos can play in a slide show?

Think of each folder on your USB stick as a slideshow. The standard USB models will play and continually loop a folder as your slideshow. Currently you can have up to 2GB worth of images in a folder. That roughly translates to about 1,000 to 2,000 images per slideshow. Size your images according to recommended guidelines in question 2a above.

 

If you have a lot of photos and want them all to play please try turning your images into a video slide show.

This is done using your computer and video software.

We recommend a program called WonderShare DVD slideshow builder deluxe. It will save as .mp4 video.

this is the link for windows:
 
you can try it for free to see if you like it.
add about 400 photos to the program.
select a simple transition
you can add music or a voice over if needed.
in the save create menu you need to select save to computer.
Then save as encode:H.264  .mp4
move the resolution to 1280x720 and set the bit rate to 2500 kbs
 
 
our recommended video save setting is:
H.264  .mp4   29.97fps
1280x720   or  1920x1080
try to keep the file size under 1.8 gb for each video. 
seperate videos will play back to back and repeat. Press the Ratio and repeat button on the remote to adjust video settings. There is also a random playback setting.
 
using the program above we were able to put 400 images into a video. which made a video size of only 750MB and a play time of 39 min.
 
if you have more photos, just make more videos to cover all of your photos.

 

 

 

We highly recommend Mac users use iMovie to make video slideshows.

http://www.makeuseof.com/tag/create-awesome-slideshow-presentations-imovie/

Then play the videos on the Digital Picture Frame.

 

 


3b. Screen takes a long time to turn on.

New models as of Oct 1st will turn on within 30 sec.
Make sure you have the input set to HDMI 1 or HDMI 2. Press HDMI button on your remote also.

Both Blue or Red lights should be ON when working.

One Blue or Red light next to memory card area.(media board- top of frame) controlled with remote.

And one blue light on the power button of screen on sizes 27in. and under. (underside of screen)

 

32 inch models have just one red light coming out next to the USB port when ON.

see number 1 if you still have a black screen.








 Instructions.

Click here for USB HD instructions

Underside button panel
instructions for 22-27in. models Click Here!

Wall hanging instructions. Click Here!

Asus Oplay instructions for European remote AsusEURemoteInstructions.pdf

 

 

 

Other Instructions

Floor Stand Instructions

Remote Control use Instructions

360 mount Instructions


PDF 1 year warranty details: Click Here!

 





4. Have lots of images? Need to resize quickly?

First: Format USB drives: to FAT32 at allocation size of 32K

 

Batch photo resize program: (Download Here)  Windows.

resizes 1000's of your photos at once!


PCDownload, UNZIP, Save and install this program.

For smooth playback on our new HD 1080p frames.

Choose custom size. Set to 1920x1080
Resize images to 1920x1080 and save at the highest quality .jpg.

set the DPI to  72dpi x and y.

RGB color.

make sure the names of your files are letters and or numbers only

or the program may not save your files correctly.

 


If you need more options please try to convert your images into a Video slide show.

Read number 3a above for our recommendation.






5. MAC batch Photo resize:

How to simple resize photos using a Mac?
 
Follow the instructions on the first section of this link:
 
try to get them at 1920x1080 or close if you are trying to maintain aspect ratio.
 
 
 
 
How to format USB using a Mac?
 
Follow the instructions from this link:
 
choose MS-DOS FAT
 
 
 
 
How to Batch resize a lot of photos using a Mac?
 
Follow this instructional video:
 
it uses automator and it will allow you to make your own mini program that works great for resizing.
you can just drag and drop your photos into it and it will automatically resize your images and place them in their own folder.
From there just copy the photos to your USB drive.
 
Read Number 6 below:
Macs have extra data included with each photo. Our media board will make 2 files from your one photo. you must delete the extra files for your slideshow to run without stopping.
Use the digital frame Pink Folder section with (OSD) button on the remote to delete.






6a. How to find hidden files using a windows computer

Here's how to display hidden files and folders on Windows.

  • Open Folder Options by clicking the Start button,
    clicking Control Panel,
    clicking Appearance and Personalization,
    and then clicking Folder Options.
  • Click the View tab.
  • Under Advanced settings, click Show hidden files, folders, and drives, and then click OK.

once you find the hidden files please delete them.

Another way:

  • Go to the File Folder icon on your digital frame using your remote. (usb drive should be plugged in)
  • access your image folder on your USB drive. Once inside that folder you can see on screen if you have any strange files that are not images.
  • delete the bad / duplicate files if they exist. delete all files that start with . DOT
  • How do you delete? (Press the OSD button on your small remote) a new menu will pop up with the delete option.

only images and or video files should be on your USB. File and folder names should have only letters and numbers. no extra dots or minus signs. $ is bad.

 

 

 

 

6b. MAC users Please read. (Apple puts extra data on your images during USB transfers)
This causes the yellow triangle error 

If you get this parsing error on your frame. |  Use the digital  frame or a windows computer to delete the extra files created. Read above "Another way" section.

what is the parsing error? You get this error if you copy images to a USB using a MAC computer. :(
The MAC puts extra data on each photo that helps it talk to other Apple products like the iPhone. Our frame can't understand this extra data. So, Our digital frame reads and copies each photo as 2 images. you get 1 good image on your USB and 1 black image per photo. You need to delete all the extra images created in order to see your slide show play properly. It will make some long name for this file. just go through each one and delete. Delete .spotlight and .trash files also.

A windows PC is the fastest way to look for and delete these extra files. Read Above.

After the parsing files are created they can be deleted using a Mac computer.

but be sure to look for and delete other extra files using your remote after you re-insert your USB. Read below.

 

MAC Hidden file help:

Plug your USB into your MAC computer

Click on Finder Icon

In the search box type: Terminal

Click on the Terminal icon

The terminal box will open with something like "Last login: 8888.8888 on ttys00"

it will also show your computer name ending with a dollar sign$

after the dollar sign $  type the command: Mount then press Enter

You will see the name of your USB drive here after the /Volumes/

for this instruction i will use the name "USBDRIVENAME"  and "FolderName" 

next after the dollar sign $ type: find /Volumes/USBDRIVENAME/FolderNAME -name ._*  -delete 

(type a backslash before the star above)  it is not shown (watch the video)

next put the USB into your digital frame and see if the hidden files are gone by going to the folder icon

all the ._ files should be gone and it should show only your regular image files.

 

 

This is necessary to delete the extra data files that give you the Triangle Error while playing the slide show.

This will Find the Hidden extra files and delete them from your USB.

 

Helpful video shows how to do this: https://youtu.be/NlGydgwe40U

 

We highly recommend Mac users use iMovie to make video slideshows.

http://www.makeuseof.com/tag/create-awesome-slideshow-presentations-imovie/

Then play the videos on the Digital Picture Frame.


 





7. Remote not working.

It should be. You may be pointing your remote in the wrong area. The units ship with new batteries inside remote. Remote controls are tested to be in working order when they ship. The IR (infra-red) reader ports are located on the side of our screens next to USB port.  Stand to the side of your frame and point the remote control to the side of the frame. Remote must be pointed directly at the hole direct line of sight for best performance. LCD IR is next to the USB port. The SlideShow IR is located towards the bottom to middle side of the screen. If you have a wood overlay you will need to point your remote behind the wood towards the IR slot. Left side.

Older 32 inch models have the IR port under the frame. Point the remote under the frame, as if you were looking up at it towards the ceiling, for best performance. There are slots in the back middle of frame that also allow the remote to work.

 

If the Remote is still not working please send it in for an exchange. Address below.  If you lost your remote call to order a replacement. 615-750-5972


Try bouncing the remote signal off of the ceiling if you have your frame hung on a wall.

The signal needs to get to the USB port Blue or Red light area.
 





8. Auto start images not working. Getting Triangle Warning on turn ON?

This is a normal warning. It means the digital frame can't find images on your base directory USB to play when the screen is turned on.

Press your (House) button on remote  to go to your main menu. Choose either Auto play photos or Auto play video under the settings section. press (setup) button

After this is done please put the media you want to auto play in the base directory of your USB drive. "Not in a Folder"

Once screen/media board is turned on, the Auto play feature will start playing your photos or video located on the USB drive.

 

Auto Play has a limit of 1gb of images, about 1000 images.

 





9. Image slideshow time. Auto repeat media.

Media Box screens will always repeat. No shuffle or random sorry.  read #37 for a cool program that can random rename your files. Windows PC needed.

Slideshow time: Your time may be set to high.

Press your OSD button while the bigger image is showing on your screen.

This will give you a New menu that will allow you to set the transitions and time between each photo in the slideshow. Press the Enter then yellow Return button when done.





 

OSD button is found above the blue photo button on older remotes.

next to the left arrow key on new remotes.



 

Tech Help:
Call 615-750-5972

Does your digital picture frame need a repair?
Call first and describe your problem. Most problems can be fixed over the phone.

If a repair is needed, then send frame in for free inspection.

Bigeframe
409 Bonnawood Dr.
Hermitage, TN 37076

Place cord behind screen. Package screen well and include shipping insurance.

If you have a wooden overlay, do not ship wooden overlay together with frame.

After warranty or not covered warranty repair fees

Inspection: Free
Repair service fee: $99
Parts: requires inspection to determine parts needed and extra cost.
Labor fee: $30
Return Shipping: $29 to $79

During warranty repair fees

Inspection: Free
Repair service fee: $0
(if damage is covered by warranty)
Parts: requires inspection to determine parts needed. $0
(if damage is covered by warranty)
Labor fee: $0
(if damage is covered by warranty)
Return Shipping: $29 to $79
(warranty work requires customer to pay for shipping)








10. How to turn off PIP? Getting a VGA box?

Some screens have a PIP feature. This will not be useful because our screens have only one input source. The PIP will be blank.

suggest resetting panel:

  1. Press menu button once. Usually button 4
  2. Press Down Arrow to Highlight "System Setup". Usually button 5
  3. Press menu button once.
  4. Press Down Arrow to Highlight "All Reset".
  5. Press menu button once.
  6. Press Down Arrow to Highlight "Yes"
  7. Press menu button once. to accept







11.  How to turn off Splendid demo?

Splendid demo is not needed and appears if you press the wrong buttons. Here is how to turn it off.

suggest resetting panel:

  1. Press menu button once. Usually button 4
  2. Press Down Arrow to Highlight "System Setup". Usually button 5
  3. Press menu button once.
  4. Press Down Arrow to Highlight "All Reset".
  5. Press menu button once.
  6. Press Down Arrow to Highlight "Yes"
  7. Press menu button once. to accept







12. How do I adjust volume?

Media Box remote has volume control buttons.

22 to 27 inch screen instructions for turning the volume up and down on the screen. Using the buttons on the bottom underside of the screen:

  1. Press the 4th button from the right. This is the menu button. You will see the main screen menu pop up as a small box in the middle.
  2.  You will see the two columns on the menu. Using the 3rd button from the right. Scroll down to "Sound".
  3.  Press the 4th button (Menu button). You will see volume highlighted. Press the Menu button one more time.
  4. You can now use the third button or the fifth button to turn the volume up or down.







13.  How do i get my frame from showing Chinese on the menu? English.

  1. Get to your main menu with the large photo and video icons showing.
  2. Press the setup button on the remote control. It's the button next to the power button on the small remote.
  3. Press the Enter button once.
  4. Press the Down Arrow Twice to move 2 spaces down the highlighted list
  5. Press the Enter button then Press the Yellow return button.
  6. Press the Home button to get back to the main menu







14. What size pictures and video can I use?

First: Format USB drives: to FAT32 at allocation size of 32K

Our photo frames can now handle image sizes up to 10 mega pixel , that's 2540 x 2540 for short periods of time before frame will freeze or reboot in slideshow mode. This is normal operation. Buffer size is limited. If you want the frame to run reliably without freezing often please use these recommended settings: USB models: A picture size of 1920 x 1080 is recommended. Set .jpg pictures to a standard baseline format with a quality setting of 12 or highest. No compression. Use RGB color only. 72dpi. Square Pixel setting.  Set video to HD quality 1280x720 or 1920x1080 MPEG 4 or DIVX to show best on the HD 1080p models.

file names must be letters and numbers only. other characters may be treated as computer code and can cause freezing.   search for and delete any hidden files. hidden files like .trashes will cause problems.






15. I have a Transcend USB.

Transcend USB drives have a program on them that will conflict with our frames. Format the drive before using. (FAT32). set allocation size to 32K also. (very important)








16. How do I auto start my videos?

  Choose Auto play either Movies or Photos under the setup menu.   Place those files in the base directory of your USB drive that you want to be played. "not in a folder"

 

Hands Free On and Off Auto Play

First you need to buy a ON/off digital plug timer
you can buy one on Amazon: or at the hardware store:

 
Next plug your frame's power cord into the plug timer.
Then set your frame to AutoPlay photos when turned ON.
The photos that are on the Base /Root of your USB will play continuously in a slideshow until the plug timer turns the unit off.

Choose Auto play either Movies or Photos under the setup menu. Place those files in the base directory of your USB drive that you want to be played.

When the unit gets power it will Auto play those images or videos in a constant repeating slide show until the power is switched off by the plug timer.
 
 
 
The frames will play every picture file in alphabetical order 1 at a time then repeat. It will only play the pictures in the folder you start in. Subfolders are ignored.

 

Auto Play is limited to 1gb of images, about 1000 images.
 





17. My frame looks damaged.

We do make and assemble them by hand. You may see minor scratches in the paint finish. Strips of silver metal will show in the front on certain models. This is normal. If the metal is bent or separated, or if your screen is cracked please call us so we can make a shipping insurance claim. The box may look fine but the inside glass gets broken if the boxes get placed under pressure.


Phone: 615-750-5972

Package frame back up with all packaging materials and ask for a replacement to be shipped to you.








18. Where is my internal memory?

There is NO internal memory on current models. Leave your USB or SD plugged in to play your mjedia.








19. I have a USB drive that does not work.

Be sure to click on the photo icon when playing photos or it will not show your photos. Same is true with video. If you click on the wrong menu icon your USB will seem like it is not listing your files. Press your return button to go back to your main menu and try again.


Format your USB drive before using it or if having media problems. If it has hidden files or programs on it, it may not work. Use .jpg, .mp3, or , mp4, .avi files only.
 

Try to format it using FAT 32 and 32K allocation size. If it is SanDisk brand stop using it and buy a different brand.

Some USB drives do not work in our frames. They can contain a built in program that conflicts with our frames.

We have only tested up to 32 GB USB drives. If you want to use a 64GB USB please format it to NTFS format at 32K if possible or it may not work.

All USB drives purchased through Bigeframe are tested to work on our digital frames. If you buy from a third party please keep your receipt in case it does not work so you can get your money back.








20. Can i use special file names?

NO: Use letters and numbers only. No extra periods, dashes, minus signs, or dollar signs. This will confuse our digital frames.
Example: 17.5.jpg is wrong. try 17b.jpg

Delete small image files and thumbnail files. Use only .jpg and .mp4 files that are at or above 640x480.

folder names can not have special letters.






21. Do you sell smaller or larger frames?

The 22 inch screen size is our smallest and the 32 inch digital frame is now our largest. If you need smaller digital frames please visit our affiliate partner.| Smaller frames on Amazon Link: Good deals on smaller frames








22. What color frames do you have?

Gloss black is our only color. If you need a different color you may want to purchase a wooden picture frame overlay. Click on accessories. If you need a special color wood please send us a sample and we will try to match.
Allow 1-2 weeks.

Send to:
Bigeframe,
409 Bonnawood Dr.
Hermitage, TN 37076

email: sample@bigeframe.com








23. Is there a way to secure my frame to the wall?

New frames as of Oct. 27th will come standard with VESA 100mm screws in the back of each model.

You need to get a VESA style wall mount that screws onto the back of the frame then screws onto the wall.

The wall mount that comes standard with our frames will hold frame to the wall and can also be lifted off the track if needed.

 





24. Can you make a custom enclosure?

No. You may want to hire a contractor in your area and give them your project details. Go to our video page to the left for the dimensions of our digital frames.

 

Be sure to allow access to the back door of the frame. Sometimes you may need to format the inside USB drive if you have one.








25. Is there a warranty?

Yes, a standard 1 year warranty is included on our basic frames with an option to upgrade for a total 3 Year Limited Warranty. The LCD's we use are new. They have a good back light usage rating listed at 3 years of daily use. During the warranty period you pay only the cost of shipping during any parts failure. We cover parts and labor. After warranty repair is available for a fee, plus parts, labor, and shipping charges.
You can view our standard warranty here.
[warranty PDF] .








26. Is there a satisfaction guarantee?

Yes. You can view our guarantee here.
[warranty PDF] .








27. Can you modify your frames?

Yes, we can make minor changes. Please call with your request and we'll let you know. some requests include longer power cords and extra hanging clips for security.








28. Is PowerPoint supported?

Our digital frames will not run PowerPoint directly.

You will need to create separate images or a video of your presentation.

If your PowerPoint presentation is made of slides only, you can use PowerPoint to export the slides into .jpg images. Put the images onto a USB then into the digital picture frame. If your PowerPoint presentation contains animations and other timed effects, then you can preserve the presentation by changing it into a video.
Your PowerPoint program can do it (Click Here!).

Once you have the video saved as an Mpeg4 then you can play it on our frames.


 







29. What type of USB drive is recommended?

Kingston, HP, or PNY is recommended.

Delete all files that are not images, video , or music.

Other file types will cause screen to freeze image or reset.






30. What temperature range is safe for the frame?

Try to keep digital frame indoors. A temperature between 32 and 124 degrees F. is safe. Other temperatures will harm your frame.








31. Can i drill a mounting hole into the frame.

No. This will cause harm to the frame. Please ask us to do it before we ship your frame. Frames are made and constructed in Nashville. If you drill anything into the frame your warranty will be void. Metal shavings will cause problems and vibrations will dislodge solder points inside of frame.








32. Frame is hard to turn on.

Be patient once power is applied allow 20 seconds for boot up before menu shows.

You may be holding the soft power button too long. Press and let go quickly otherwise the Logo will flash and the screen will turn back off. Try Again!

32 inch models will have a power button in the back that needs to be pressed  to turn the main screen on.

Next check for a red power light near the USB area.  (read#1 above if you still have a problem)

The 22-27 inch models will have 1 blue light show on the bottom and 1 red light show on the top when everything is turned on right.








33. Do your frames come with stands?

No, unless we are running a special. If you need a simple table stand you may want to order our metal foot stand. Most of our frames will sit flat on a table by themselves. we do include rubber bumpers that you can apply to the bottom of the smaller frames. Each frame will come with a flat wall hanging bracket and drywall screws.








34. Do you make a rugged travel case?

For a more rugged travel case. Give the dimensions to these guys. http://www.newyorkcasecompany.com






 

 

 

 

35. How do I Rotate my images to show Vertical on my Bigeframe?

There is a rotate image button on your remote. The setting will not save and is intended for use during a presentation. If you need the image to stay rotated then you will need to edit and resave image. Read below.

 

Photos taken with a Smart Phone will be upside down or sideways because of the on board sensors and the ability to turn the phone in any direction.

Try to hold the phone landscape with the camera on the right so that the photo is always right side up when playing on our frame.
Windows preview will auto rotate the preview to be rightside up because it has smart software. It however does not mean your photo is rotated the way you need.
 
The photos you have already taken will need to be rotated with a photo editing program if they are upside down or sideways on our digital frame.
 
here is a free website:

 

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