What to include
A few details help us reproduce the problem:
- LumaFrame version and build number shown in Settings.
- Apple TV model and tvOS version.
- Television model and Apple TV video output mode, if the problem concerns HDR.
- Whether the issue affects one item or the entire library.
- The error message and relevant diagnostics. You do not need to attach personal photos.
Photos access denied
Open Apple TV Settings and change LumaFrame’s Photos permission. Return to LumaFrame after access is allowed so the library can refresh.
iCloud item is still loading
The original may still be downloading from iCloud Photos. Check your Apple TV’s network connection, keep LumaFrame open, and try again when the download finishes.
An image looks SDR
Check whether the photo contains HDR information in LumaFrame’s diagnostics. Also check your television’s HDR settings and the Apple TV video output mode. If you contact us, include the format, HDR classification, and headroom shown in the app.
Unsupported media
Include the file format and any visible error in your support note.
Diagnostics are not sent automatically. You choose what to include in your email. Privacy policy