If you received an on screen message regarding a battery problem with your PhotoSpring Premium frame (with battery) this help article is for you.
There are two types of on screen messages the frame displays with regard to battery issues:
- Battery not detected
- Battery is not charging
Battery Not Detected
The frame is not detecting a battery connected. This may happen even if the battery charging indicator light on the back of the frame, or the battery icon on screen indicate the battery is charging. Your frame may actually function normally, but will immediately turn off when AC power is unplugged. The culprit for this type of problem can be:
- Improper battery installation. Either the battery is not connected or it was connected using the wrong order of steps.
- A bad battery
The first thing to do is to reinstall the battery by carefully following the instructions below, then let the frame run and see if the problem occurs again. If it occurs again, please contact PhotoSpring support to open a case. Let us know that you tried reinstalling the battery following the instructions at the end of this help article.
Battery Is Not Charging
The frame is not charging the battery and in fact the battery may be draining. This may happen even if the AC is plugged into the frame and the battery charging indicator light on the back of the frame, or the battery icon on screen indicate the battery is charging. Your frame should appear to function normally until it shuts off unexpectedly. The culprit for this type of problem can be:
- AC charger issues
- Improper battery installation. The battery was connected using the wrong order of steps.
The first thing to check is to make sure you are using the AC charger that came with the frame. This is a 2A AC USB charger. If you use a different AC USB charger then the frame may not charge or if the battery is completely drained, the frame may not turn on. If you are using the AC charger that came with the frame, then you may also try using a USB charger that comes with a tablet. These should be 2A chargers.
Assuming you are using a good charger, the next thing we recommend doing is to reinstall the battery by carefully following the instructions below, then let the frame run and see if the problem occurs again. If it occurs again, please contact PhotoSpring support to open a case. Let us know that you tried reinstalling the battery following the instructions at the end of this help article.
Reinstalling the Battery
Please carefully follow these steps below to get your PhotoSpring working again.
Step 1 - Gather your tools and materials
Gather tools you will need.
- A towel you can use to protect the screen.
- A kitchen butter knife
- A needle nose plier (optional but very helpful)
Step 2 - Open the Battery Compartment
Place the frame facedown on the towel. The towel is used to protect the frame and table from being scratched.
Important: Make sure you:
- Unplug the frame from AC power
- Turn off the frame. There should be no light appearing near the power button
Next, locate the battery compartment which is shown in red below.
Two latches hold the battery compartment lid in place. Release the latches by pressing them towards the direction of the arrows shown above.
Here's a closer look at how the latch can be pressed using your thumbnail. Many people find this difficult, so instead of using your thumbnail you can use a butter knife or a similar tool to move the latches.
Step 3 - Disconnected the Battery
Locate where the battery wire attaches to the frame. We want to remove the connector from the frame.
You can use your index finger and thumb to slowly pulling the connector loose. You may need to wiggle it as you pull. You can also use needle nose pliers.
Do not pull by the wire. This may cause the wire to come loose. Instead grab the white connector.
Step 4 - Reinstall the Battery
Important: make sure the frame is off and that no the AC power is connected to the frame
After unplugging the battery, wait 90 seconds and then reconnect it. Power on the frame by pressing power for 5 seconds. Wait for the frame to come back on. You may now reconnect the AC power.
If after these steps you are still having trouble please contact PhotoSpring support.