Question 1

How long will it take to receive my order?

Accepted Answer

Typically, it takes 3-7 business days to receive your order. We’re doing our best to deliver it promptly for you.

Question 2

I never got my order, what to do?

Accepted Answer

Please make sure you tracked your order from our Tracking page. Or email us at : support@apolosign.com

Question 3

What is your return policy?

Accepted Answer

Please check our return/refund/exchange policy here.

Question 4

Can't Enter the System? Try a Factory Reset

Accepted Answer

Failed to enter the system? This issue may be caused by missing system files. You can resolve it by performing a factory reset.Press and hold the volume + button when booting to enter the recovery mode view. Select "Wipe data/factory reset" with the volume +- buttons and confirm with the power button -> "Factory data reset".After clearing the data, select "reboot system now" reboot device.

Question 5

The power-on settings are stuck on the remote control connection page.

Accepted Answer

Please try the following steps to solve the problem:1. On the screen where you are stuck, please click the 'Back (icon)' button in the bottom-left corner of the interface.2. Once back on the home page, navigate to Vision settings - Display size and text - Reset settings - and then restart the setup process from the beginning. This should resolve the issue and allow you to proceed with using the device as intended.

Question 6

Bluetooth earphone can't connect.

Accepted Answer

Regarding the Bluetooth function, I'd like to clarify that our smart screen supports two Bluetooth modes: 1.Bluetooth Speaker Mode: By default, the device is set to act as a Bluetooth speaker, allowing you to connect your phone via Bluetooth and use the device to play audio from your phone. However, this mode prevents direct connections to external Bluetooth speakers or microphones. 2.External Bluetooth Device Mode: To connect an external Bluetooth speaker, you need to disable the device's Bluetooth Speaker Mode first. Please navigate to: Settings menu - Connected devices - Connection preferences - Bluetooth - bluetooth speaker - Turn off - click to Use Bluetooth. We've also prepared a step-by-step instructional video to guide you through this process. Please find it attached for your convenience.

Question 7

The screen won't turn on, what should I do?

Accepted Answer

To better help you resolve the issue, please try the following steps to troubleshoot the issue. 1. Check Power Cable ConnectionsIf the screen does not turn on, it may be due to the screen not receiving power from the battery. Please check the power cable connections in two places to ensure they are secure and correct:① The connection between the stand and the base.② The connection between the stand and the screen.2. Verify the BatteryIf the connections are secure, please plug in the charging cable and check if the charging indicator light turns on.3. Direct Power Connection to the ScreenPlease try connecting the charging cable directly to the port on the back of the screen (refer to the attached video) and send us a video of the process. This will help us determine if there is a potential fault with the screen itself.

Question 8

Remote Control Not Working or Unable to Connect

Accepted Answer

The remote control connects to the device via Bluetooth. Please refer to the video tutorial for the correct pairing method. Make sure the remote has batteries installed before attempting to connect.The remote control may not be compatible with all apps. Please ensure the apps you download support remote control operation.

Question 9

There is only sound but no picture when casting the screen from a mobile phone.

Accepted Answer

As for projecting your phone onto the ApoloSign display to transfer only sound and not video, we would like to clarify that the projection feature supports screen mirroring, which displays your phone's screen and plays local photos or videos. However, it does not support AirPlay or streaming.

Question 10

Do you have Chrome installed?

Accepted Answer

Yes, the system comes preinstalled with the Chrome browser. In addition, you can download any application you need from the Google App Store. If you have any other questions or need further assistance, feel free to drop us a line! We are here to help you.

Question 11

Can I download any apps from the Google Play Store on this device?

Accepted Answer

Yes, you can download any app from the Google Play Store to the device, so you can customize your entertainment experience however you like.

Question 12

How long does it take to fully recharge the battery of the portable monitor?

Accepted Answer

Takes 2-3 hours to fully charge.

Question 13

What is the resolution of the touch screen?

Accepted Answer

Our 32-inch embedded touchscreen is available in two resolution options: 1920x1080 (Full HD) and 3840x2160 (4K Ultra HD), ensuring superior visual quality. Whether you choose the Full HD or 4K version, you can appreciate every detail and enjoy an immersive visual experience.

Question 14

First-time use: Unable to skip the 'Google service backup' page.

Accepted Answer

Stuck on the Google service backup page during setup. If you encounter this problem, please watch the video to fix it.

Question 15

The screen is stuck at the preset step and cannot move

Accepted Answer

Please check if the font size is set too large? When you perform the step shown in the picture, there should be a button in the lower right corner. If you enlarged the screen in the previous step, it may cover the button and prevent you from continuing. I suggest going back to the previous step and trying again. Thank you for your patience, we are working hard to improve our system and we will be releasing an update soon to address this issue.

Question 16

Why does my ApoloSign Digital Calendar screen randomly turn black?

Accepted Answer

If your screen briefly turns on and then goes black, it may be due to sleep mode settings. The device will turn off the display after a set time but will still remain functional for alarms and tasks. To adjust sleep mode settings: 1.Go to Settings on your digital calendar. 2.Navigate to Display Settings > Screen Timeout/Sleep Mode. 3.Adjust the timeout duration or disable sleep mode to keep the screen on longer.

Question 17

Which other calendars can the device synchronize with besides Google Calendar?

Accepted Answer

To synchronize your calendar: 1. Open the Calendar application on your ApoloSign digital calendar. 2.Navigate to Settings > Accounts and Sync. 3.Select Google, iCloud, or Outlook and sign in with your account. 4.Enable Calendar Sync and start synchronizing your events. If you encounter any issues, please contact the ApoloSign Customer Support Center for assistance.

Question 18

Can the ApoloSign Digital Calendar be mounted on a wall? Can I rotate it between portrait and landscape mode after mounting?

Accepted Answer

Yes! The ApoloSign Digital Calendar is designed for wall mounting and comes with a mounting bracket for easy installation. However, once the device is fixed to the wall, it cannot be freely rotated between portrait and landscape mode. You will need to adjust the mounting position during installation to choose your preferred orientation.

Question 19

Does the screen come with a charging cable and can it be used with a power supply or just the battery?

Accepted Answer

Yes, there is a power cord included in the package and you will need to plug it in to use it.

Question 20

How do I set up my Nixplay frame?

Accepted Answer

1. Create a Nixplay AccountYou need a Nixplay account to pair and manage your frames. You can create a Nixplay account in the Nixplay app or on https://app.nixplay.com/. Please use your preferred email address and create a unique password to create the account.Note: This will be the account you use when adding photos to your frames.2. Inserting the FrameWhen plugged in, the Nixplay frame will turn on automatically. Use the supplied remote control or tap on the screen and follow the displayed instructions.Connect the frame to Wifi and add it to your account to add photos from anywhere and any device using the account you created.3. Pairing FramesFirst connect the frame to Wifi. once connected, a 16-digit serial number is displayed on the frame's screen.Log into your Nixplay account on the Nixplay app or www.nixplay.com. Select “Add Photo Frame” and enter the 16-digit serial number displayed on the frame. Your Nixplay photo frame should now be paired with your Nixplay account.

Question 21

How to add photos using Nixplay Mobile app?

Accepted Answer

There are three ways to add albums, you can choose according to your needs.A. Creating a New Album:1. Navigate to 'Albums' on the bottom menu bar.2. Tap the '+' sign.3. Select 'Standard Album' under Add Album.4. Name your Album and proceed to the next step.5. Choose the photo source (photo gallery etc) and select the photos to add (recommend up to 50 photos per batch).6. Press the arrow icon inside the blue circle.7. Ensure to assign the Album to the Frame and click ' Done '.​​​​B. Adding to an Existing Album:1. Go to 'Albums' on the bottom menu bar.2. Tap the '+' sign.3. Select the photo source.4. Choose the photos to add.5. Press the arrow icon inside the blue circle.6. Select the existing Album to which you want to add the new photos.7. Press 'Upload'.​​​​C. Creating a Google Photos Connected Album:1. Navigate to 'Albums' on the bottom menu bar.2. Tap the '+' sign.3. Select 'Google Connected album'.4. Connect to Google Photos and sign in to your account.5. Choose the Google Photos album you want to sync.6. Name the album and proceed to the next step.7. Assign the Album to the Frame and click 'Done'.

Question 22

How can I add friends and receive/send photos with them?

Accepted Answer

The Friends Feature enables seamless and instant photo sharing among Nixplay accounts.

To connect with your friends and family and share your photos, let's take a look at the step-by-step guide for using the Friends Feature. It's important to familiarize yourself with this feature since the default settings might prevent received photos from appearing on your frame or playlists. It's a great place to begin your photo-sharing journey!
https://www.nixplay.com/blogs/faq/how-can-i-add-friends-and-receive-send-photos-with-them

Question 23

How can I unpair and re-set my Nixplay frame to its original factory settings?

Accepted Answer

A factory reset will only work successfully if your frame is unpaired from your account.Logging in to the Application1. Visit www.nixplay.com and log in to your account.2. Go to the Picture Frames tab and select your picture frames.3. Scroll down and press the Remove Photo Frame button at the bottom right of the page.4. Enter your account password.Using the Mobile App1. Open the Nixplay app.2. Press the 'Photo Frames' option at the bottom of the app screen.3. Press the 'Settings' option in the upper right corner.4. Scroll down and press the red unpair button on the screen.5. Enter your account password and press the unpair button again.To reset the photo frame to factory settings1. You will need to have a paper clip handy.2. Unplug the AC adapter from the photo frame.3. Press and hold the reset switch button in the small hole with the paper clip. (Do not use a large paper clip or you will damage the switch).4. While holding down the reset button (you should feel a click), plug back in the AC adapter. (Do not release the reset switch button.) On the picture frame screen, you can release the reset switch button when you see a blue progress bar inside a red rectangle. (For other photo frames, a clock and a set of gears will appear when resetting the photo frame) .5. Please be patient as it will take a few minutes to load, the blue loading bar will be displayed during loading and may be delayed up to halfway, this is normal.6. After the update, you will be asked to connect the frame to a WIFI connection. Once the frame is connected to WIFI, the serial number will be displayed on the screen.7. After resetting the picture frame. you will need to pair it again. When the photo frame displays the serial number: Log in to your Nixplay account.8. Go to the Photo Frames tab and select Pair New Photo Frame. Enter your 16-digit serial number and follow the next steps provided in the Nixplay web app or mobile app.

Question 24

I have the touchscreen smart photo frame 10.1 inch classic mat. Is there a way for it to turn on by itself when there is activity in the room? The frame is only turning on when the screen is tapped.

Accepted Answer

It is recommended to increase the sensitivity to 10 (the highest setting) to ensure better response speed, try setting the sensitivity to the highest level.

Question 25

My Nixplay Frame won't connect to WiFi, what should I do?

Accepted Answer

Please use a paper clip to press and hold the reset button located in the small hole on the back of the frame. After resetting, try reconnecting the frame to a Wi-Fi network.

FAQs