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When used under normal operating conditions, as outlined by the manufacturer in your user manual, your SYLVANIA product is warranted to be free from manufacturer’s defects in material and workmanship
If you have any questions about the care and use of your product, please check out our FAQ and troubleshooting page. For your convenience, you may download an electronic version of your user manual by clicking here. If you are unable to find what you need, please contact our Customer Support Team (contact information is located at the bottom of the page).
Page 36: Troubleshooting Guide TRoUbleshooTInG GUIDe problem Frame does not power on. Frame does not read memory card. File does not download, the file is distorted, the unit freezes or the file will not copy to the frame. Some of my photos are not showing on the frame.
Please review all information on this page before starting your claim
In the event your product is not functioning as promised, or you require technical support, please contact our Customer Support Team for assistance:
(US and Canada)
By Phone: 1-800-968-9853 (from 8am to 12am Eastern Time, 7 days a week)
Please be aware that the following information MUST be provided in order that we validate that your item is still covered under Manufacturer Warranty.
•Model Number (back of your unit)
•Serial Number (back of your unit)
•Date of Purchase (you will be required to submit your bill of sale before we can proceed with your warranty claim).
Click here to start your warranty claim
Once your information has been verified, our agent will provide you with a case file number (CF number). You will receive an email from our warranty team within 24 hours with next steps.
For faster service, we encourage you to click on the link above to begin your warranty claim, or email our support team directly, once we have all of the information we can provide a speedier resolution.
Email: [email protected]
Please attach clear and readable pictures of the following:
•Bill of sale (showing purchase date and store name)
•Front of the unit, showing all edges (for TV’s, the unit must be turned on)
•Rear of the unit, showing all edges
•Model and serial numbers (in most cases the serial number can be found on the back of the unit; occasionally it may be located on the outside of the box)
•If possible, a picture or video of the defect/issue.
Please include your Full Name, Address, including City, State/Province and Zip/Postal Code as well as a phone number where you can be reached.
You will receive a response from our Warranty Team within 24 hours, and you will be provided a decision at this time whether your unit meet the criteria for manufacturer’s defect and next steps.
Curtis International Ltd. reserves the right to repair or replace the part(s) which have become defective at their discretion. It may take up to 20 business days to fully review and make a decision on your claim.
We understand that some customers prefer to use regular mail; if you wish to mail your warranty request, please send to Curtis International on Beckett Drive (full address below).
To return the product for service, you may return to:
Curtis International Ltd.
7045 Beckett Drive, Unit 15
Canada, L5S 2A3
Frameo App For Fire 10
Attn: Customer Service
Note: Product must be shipped prepaid
Please make sure to include your CF (items without the CF# may be rejected), a complete name and mailing address (including phone number), copy of bill of sale and a detailed description of the symptoms noted with your product.