My frame just shows a black screen

Overview

A very small percentage of Loop frames shipped with a USB wall adapter that was out of spec. As a result, frames with this adapter often appear to start and may even work for a period of time before displaying a black screen.

• The frame may have previously worked, been setup, but now will not leave this state
• Restarting the frame shows the Loop logo then returns to the blank screen
• The screen appears as if its on but is blank / black (this is easier to notice in darker environments)

Below is an example of what is often seen for Loop frames with this issue:

Solution:

Please reach out to customer support with either the app with the contact us button or by sending us a message at help@loopfamily.com to let us know about the issue. We will send a replacement wall adapter free of charge.

In your message please let us know when your Loop was purchased (approximate month and year are fine) along with the name and shipping address you would like the replacement sent to.

When you receive the replacement all you need to do is plug it in and your frame will resume working. If it was previously setup all of your photos will show up as if nothing happened.

While you wait:

While you're waiting for your replacement USB wall adapter to arrive you can try using a spare USB chargers with your frame. The USB charger must be at least 10W or 2.0 amps otherwise you'll continue to see the same issue. Keep in mind many chargers do not put out this much power; as a general guide tablet and the latest fast phone chargers are most likely to work.