Frequently asked questions

There is no power button, and it takes about half a minute before anything appears. If there are two power supplies (one for the frame, one for the screen), both must be plugged in. Check the socket and that the cables are pushed all the way in. Still black? Unplug it, wait 10 seconds and plug it in again.

Press “Search for networks” (״חיפוש רשתות״), and if needed move the frame closer to the router to try. A network that does not broadcast its name (a hidden network)? Press “Hidden network” (״רשת נסתרת״) and type its exact name. No internet right now? “Without internet for now” (״בלי אינטרנט בינתיים״) continues the wizard, and you connect later in Settings → Internet.

It is usually one character: a capital letter instead of a small one, or an extra space. Press “Show” (״הצגה״) next to the field and compare with the router's sticker. In the password field the on-screen keyboard opens in English, and 123 switches to numbers.

Almost. You type the Wi‑Fi password on the frame itself: until the frame is on your home network, a phone cannot reach it. From then on, at any step of the wizard, press “Set up from the phone” (״הגדרה מהטלפון״) at the top and scan the code on the screen. The phone must be on the same Wi‑Fi network as the frame.

Almost always it is not on the same network. Check that the phone is on your home Wi‑Fi (not mobile data), that it is exactly the network shown on the frame (Settings → Internet) and not a guest network, and that no VPN is running. The code is valid for 10 minutes; if it expired, press “New code” (״קוד חדש״). The browser says “not secure”? That is expected: the page comes straight from the frame in your home.

On the frame: Settings → Internet → choose the new network → “Connect”. Meanwhile the photos already downloaded keep showing. A paired phone must join the same new network; if its page no longer opens, pair it again with a new code.

No harm done. What was already set is kept, and the wizard picks up at the right step next time.

We connect each frame to Google once, before it reaches you. If the frame says this, write to us. Meanwhile you can go on with the wizard (skip the photos step for now) and already create the folder in Drive.

Almost always the approval on the frame is missing. Anyone who knows the frame's address can share a folder with it, so a new folder is not shown until you approve it. On the frame open the settings (a long press on the screen) → Photos, or on a paired phone Settings → Photos, and press “Yes, show it” (״כן, להציג״). The question never pops up over the photos: only the setup wizard shows it by itself.

• It is not inside the folder. Open the frame's folder in Drive first, and only then + → Upload. A photo uploaded to the main Drive screen, or saved from the gallery without choosing the folder, stays in the private account.
• The upload did not finish. On an iPhone, keep the Drive app open until it is done.
• Give it a few minutes. In a hurry? Settings → Photos → “Sync now” (״סנכרון עכשיו״).
• The file type. The frame shows photos (JPEG, PNG, WebP and HEIC) and short videos (MP4, MOV) of up to 3 minutes. Documents and PDFs are not shown.
• Shabbat. In full Shabbat mode, what was sent on Shabbat appears after Shabbat ends.

The frame: Viewer. It only reads the photos and needs nothing more. Family members who send photos: Editor; otherwise they can look at the folder but not add to it.

It makes no difference: the frame does not read email, so you can skip it. On Android and on a computer, untick “Notify people”; on an iPhone, tap ⋯ → “Skip sending notification”.

This happens with work or school accounts: the account's administrator can block sharing with addresses outside the organisation. Create the folder in a personal Google (Gmail) account and share it from there. Also check that you pasted the whole address, up to iam.gserviceaccount.com, with no space at the end.

The frame only sees a Google Drive folder shared with it. A Google Photos album, even a shared one, does not reach it, and neither do single files shared without a folder. Move the photos into the folder: select them in the gallery or in Photos → Share → Drive, and choose the frame's folder.

Whoever uploaded them restricted downloads for viewers, and the frame is a viewer. In Drive, open the sharing settings of the folder (or the photo) → the ⚙ settings → tick “Viewers and commenters can see the option to download, print and copy”. The frame tries again at the next sync.

Someone removed the frame's address from the sharing, or the folder was deleted. Share it again with the frame's address, as Viewer. The photos already downloaded keep showing meanwhile.

Yes. You can share several folders with the frame, for example one for each side of the family, and each one waits for approval in Settings → Photos. Photos in folders inside the folder are shown too, one level further down as well (not deeper).

In an ordinary Drive folder, each photo counts against the Google storage of whoever uploaded it, not of the folder's owner. The frame keeps only a resized copy; the original stays in Drive.

That is on purpose: after a full reset the frame does not offer any folder that was shared with it before, so that a new family never sees the previous family's photos. To bring back a folder of yours: in its sharing, remove the frame's address, add the same address again, and approve it on the frame.

The frame stops before deleting many photos at once on its side, and asks. Restore them from the Drive trash and they come back. If it was on purpose, confirm on the frame that they should go there too.

No. The glucose widget is off until you turn it on, and the frame works perfectly well for photos only. Nightscout is a personal website that families set up themselves to see the glucose readings from a sensor from anywhere.

A token is an access code created on your Nightscout site, for example frame-a595d5f0aeff64c0. A token with the readable role only lets the frame read the readings. The site's main password (API_SECRET) gives full rights to change everything on it: never paste it into the frame; the frame never needs it. You need it only once, on the site itself, to create the token.

1. On your Nightscout site open the ☰ menu, press Authenticate and enter the API_SECRET.
2. ☰ again → Admin Tools. Under Subjects press Add new Subject, type frame as the Name and only readable as the Roles (no careportal, no admin), and Save.
3. Copy the token from the Access Token column and paste it into the frame (easiest from a paired phone): Settings → Glucose → “Check and save” (״בדיקה ושמירה״).

The full walkthrough, also for a Hebrew Nightscout site: chapter 8 of the guide (Hebrew).

The token also has a role that can write on the site (such as careportal or admin), or the main password (API_SECRET) was pasted. The frame only reads, so it does not save such a token, and one already saved on it shows no glucose: a token that can write could add entries to the site, such as carbs or insulin, that closed-loop systems might pick up. Create a new token in Admin Tools with only the readable role and paste it. Even that one is refused? The site probably gives everyone who signs in write access too (its AUTH_DEFAULT_ROLES setting): ask whoever set up the site to change it to readable.

The token was copied only in part, with a space, or it was deleted on the site. Copy all of it again from the Access Token column. Deleted? Create a new one and paste it.

The frame only connects to a Nightscout site on the internet, over an encrypted connection: the address must start with https://. A site running on a computer at home, or reachable only through a private network, will not work with it. Copy the address from the browser's address bar after the site has loaded, with no spaces.

The frame will work, but anyone who knows the address can see the glucose readings, and the address is also stored in the backup. Ask whoever set up the site to close it so that only token holders can read it, and give the frame a readable token.

On the site: Admin Tools → delete the frame's Subject, and the token stops working at once. On the frame: Settings → Glucose → “Disconnect Nightscout” (״ניתוק Nightscout״) deletes the address and the token from it. You do not need to change the API_SECRET.

In the Google Drive backup: yes, by default, so that a restore is complete. You can turn that off on the backup screen, and the frame then deletes it from the earlier versions of the file too. In a backup file downloaded to a phone: never. So never share the SweetFrame folder in your Drive with anyone.

No new reading has arrived for a few minutes, so this is not a current value. Check the official app or the CGM device. The app shows readings but Nightscout does not? The problem is in the transfer from the sensor to Nightscout, not in the frame. Nightscout is up to date too? Check that the frame has internet.

No. There are no sounds, alerts or flashing for glucose on the frame, the screen is off during sleep hours, and a reading can be delayed or wrong. SweetFrame has not been tested or cleared as a medical device and is not intended to be used as one. Alerts stay with the official app and the CGM device: keep them on.

No. SweetFrame has no central server: the frame reads the photos straight from Google Drive and glucose straight from your Nightscout site, and does not send them to us. As the people who prepare and update the frames we have technical access to them, and the privacy policy, section 10 says exactly what that is and when we use it.

Only the folders you shared with its address and approved on it, and calendars you shared, read-only: it cannot change, delete or add anything. If you connect a backup, in that account it sees only the files it created itself, in the SweetFrame folder. It does not see email, contacts or other files.

Everyone the folder is shared with in Drive, and anyone standing in front of the frame. Think about what goes into the folder of a frame in the living room. Next to each photo the frame shows the Google account name of whoever sent it; you can hide it in Settings → Appearance (מראה).

Google (Drive, the calendar, and the backup if you connect one), MET Norway for the weather (a rounded location, to about a kilometre), Hebcal.com for Shabbat times (the town only), your Nightscout site and calendar links (only if you connect them), Google Fonts (only when you add a font in Settings → Appearance), the update channel, and the operating system's update and time servers. There are no ads or analytics on the frame. The full list: on the frame, Settings → About → the privacy list, and in the privacy policy.

Guest mode hides glucose, the calendar and the notes from the screen, and the photos go on. It is also in the menu that a tap on the photo opens, and it turns on and off without the PIN.

The state of the device and its connections, and errors. It has no passwords or tokens, but it does include folder, sender and calendar names. Send it only to us, at support@sweetframe.org. We will never ask you for a Google or Wi‑Fi password, the API_SECRET or the code on the screen.

Settings → System → Reset → the full reset for handing the frame on (only on the frame itself). It deletes everything that belongs to your family from the frame. The frame's Google address stays the same, so also stop sharing your folders and calendars with it, and delete its Subject on your Nightscout site.

Write to us straight away and we will revoke the frame's key at Google. Remove its address from the sharing of your folders and calendars, and delete its Subject on your Nightscout site. All the steps: chapter 14 of the guide (Hebrew) and the privacy policy.

The website itself sets no cookies and has no analytics, ads or scripts. The details, including what the hosting provider processes: privacy policy, section 8.

Tap the photo → “Pause” (״השהיה״). The photo stays until “Continue” (״המשך״). A swipe still moves to another photo.

Yes: in the settings, press the star ☆ next to a setting and it is added to the menu that a tap opens, up to 6 shortcuts. Their order is set in Settings → Display → the quick menu.

Only what you choose in Settings → Sounds: a short chime for a new note, the videos' own sound, and a reminder before candle lighting. The volume is set with the screen's own buttons. At night, and on Shabbat and holidays when Shabbat times are on, it is quiet, and glucose readings never make a sound.

Notes are sent only from a phone at home, on the same Wi‑Fi as the frame. From far away, send a photo with a caption: what you write in the file's “Description” in Drive appears with the photo.

A paired phone does not need the PIN: Settings → System → remove the PIN. No paired phone? Write to us.

The frame keeps showing the photos it has already downloaded, and shows when the weather and glucose were last updated. When the internet comes back, it carries on by itself.

No: a reset deletes settings. What it needs is a restart, and the photos and settings are kept. From light to heavy: Settings → System → refresh the display; Settings → System → restart the frame; and if it does not respond at all, unplug it, wait 10 seconds and plug it in again.