Lenovo ZA6G0006US User manual

TROUBLESHOOTING GUIDE
Welcome to the Troubleshooting Guide. We hope that this guide can help you
solve the problem you may be experiencing.
Before getting started, please check you have all these parts.
CD-3L50F Main Device (Frame)
CD-3L50F Adapter
CD-3L50F Wall Mounting Bracket

Troubleshooting Guide
My Lenovo Smart Frame shows “Device disconnected” on the screen
The Frame is unresponsive to gestures
The Frame is unresponsive
Shows device disconnected in APP even if near the device
Unable to pair to device
Unable to turn on device even if the adapter is plugged in
Fail to log into Google Photos
Unresponsive voice command
Cannot connect to WI-FI
Passing by the frame can easily trigger the gesture control, causing the
photo to move to the next or previous item. How to avoid this
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My Lenovo Smart Frame shows “Device disconnected” on the
screen
Please try these steps one by one until the issue is resolved:
1. Wait a few minutes for the frame to reconnect to the network
2. Remove and then re-insert the power cable
3. Press both Minus and Star keys at the same time for five seconds to
reset the device, then re-pair to your device.
The Frame is unresponsive to gestures
Please try these steps one by one until the issue is resolved:

This may happen if gestures are different from the one recognized by the
frame. Currently the frame can only recognize “Swipe left”, “Swipe right” and
“Swipe Up”.
1. Make sure the frame is in an appropriate position (either landscape or
portrait position), the sensor is not too close to the table surface (if put
on a table, lean the frame to the wall slightly facing up), then try the
gesture again at an appropriate distance.
2. Make sure there is no foreign object (e.g. dirt, smudges) covering the
sensor lens.
3. Make sure the gesture command function is enabled (can be
configured in the Lenovo Smart Frame app)
1. Remove and re-insert the power cable
4. Press both Minus and Star keys at the same time for five seconds to
reset the device, then try again.
2. If the issue is still not resolved, please call Customer Support.
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The Frame is unresponsive
Please try these steps one by one until the issue is resolved:
5. Remove and re-insert the power cable
6. Press both Minus and Star keys at the same time for five seconds to
reset the device, then try again.
7. If the issue is still not resolved, please call Customer Support.
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Shows device disconnected in APP even if near the device
Please try these steps one by one until the issue is resolved:
1. Make sure the frame is connected to power and is properly
connected to the internet.

2. On the frame, press both Minus and Star keys at the same time for
five seconds to reset the device, then re-pair to your device.
3. If the issue is still not resolved, please call Customer Support.
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Unable to pair to device.
Please try these steps one by one until the issue is resolved:
1. Make sure that the frame is not connected to any other device. The
Frame can only connect to one device at a time.
2. Make sure the Bluetooth function on your device (i.e. mobile phone) is
working properly. You can test your device Bluetooth function by
pairing it to another device.
3. On the frame, press both Minus and Star keys at the same time for
five seconds to reset the device, then re-pair to your device.
4. If the issue is still not resolved, please call Customer Support.
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Unable to turn on device even if the adapter is plugged in
Please try these steps one by one until the issue is resolved:
1. Make sure the adapter is properly inserted in the frame. 1) If
connected to the Wall Mounting Bracket, connect the power cable to
the Wall Mounting Bracket. 2) If not connected to the Wall Mounting
Bracket, connect the power cable directly to the base of the frame.
2. If unable to turn on device, remove the Wall Mounting Bracket, then
connect the power cable directly to the base. If at this point the Frame
is able to power on, the issue may be caused by the Wall Mounting
Bracket or Adapter, Contact your Customer Support for further
assistance.
3. If the Frame is still unable to power on when connecting the power
cable directly to the Frame base, the problem may be caused by the
Frame or Adapter. Contact your Customer Support for further
assistance.

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Fail to log into Google Photos
Please try these steps one by one until the issue is resolved:
1. Make sure your device is connected to the internet.
2. Make sure Google Photos is available at the time and region you are
using it.
3. Make sure your Lenovo Smart Frame app is at the latest version.
Check the Google Play Store for a newer version. Reinstall if needed.
4. If the issue is still not resolved, please call Customer Support.
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Unresponsive voice command
Please try these steps one by one until the issue is resolved:
1. You can use voice commands to control your Frame through your
paired device. Make sure your device is connected to the internet and
its microphones are working properly.
2. Make sure you are using supported voice commands. Please check
the list of supported voice commands in the Lenovo Smart Frame App
or in the device FAQs.
3. Make sure the voice command function is enabled (can be configured
in the Lenovo Smart Frame app)
4. Remove and re-insert the power cable
5. On the frame, press both Minus and Star keys at the same time for five
seconds to reset the device, then retry.
6. If the issue is still not resolved, please call Customer Support.
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Cannot connect to WI-FI
Please try these steps one by one until the issue is resolved:

1. If your frame cannot connect to WI-FI, press both Minus and Star keys
at the same time for five seconds to reset the device, then re-pair to
your device. During pairing you will be asked to select the WI-FI
network the frame will connect to.
2. If the above does not solve the issue, it may be related to the Frame.
Please contact Customer Support.
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Passing by the frame can easily trigger the photo to next/previous
item, how to avoid it?
Please try these steps one by one until the issue is resolved:
This may happen when the Frame interprets someone passing by as a
gesture, triggering the Frame to display the next or previous photo.
You can turn off the gesture function under Device Settings in Lenovo
Smart Frame app to disable the gesture function.
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