FAQ
FAQ
Below are several frequent troubleshooting issues regarding Atomic Form hardware. The list is updated as issues arise. If you don't see your question/issue on the list, feel free to contact us here
How can I track my order?
What countries can AF ship to?
What happens if my Wave turns off and won’t turn back on?
Can I rotate my Wave?
My Photon lost its Wifi connection, how do I reconnect?
My Photon display appears to be digitally zoomed in, how do I fix this?
Video NFTs and SVGs are only showing up as images (in display and platform)
The Photon cable doesn't appear to work and/or I need a different cable. Any suggestions?
I need another cable to connect my display to my Photon. What do you recommend?
How can I track my order?
A: Once shipped, customers will be emailed Fedex tracking information for their purchase.
What countries can AF ship to?
- We are currently working on worldwide distribution but are awaiting certification in a few regions. We currently ship to the following areas:
- Åland Islands, Albania, Andorra, Armenia, Austria, Belarus, Belgium, Bosnia & Herzegovina, Bulgaria, Croatia, Cyprus, Czechia, Denmark, Estonia, Faroe Islands, Finland, France, Georgia, Germany, Gibraltar, Greece, Greenland, Guadeloupe, Guernsey, Hungary, Iceland, Ireland, Isle of Man, Italy, Jersey, Kosovo, Latvia, Liechtenstein, Lithuania, Luxembourg, Malta, Mayotte, Moldova, Monaco, Montenegro, Netherlands, North Macedonia, Norway, Poland, Portugal, Réunion, Romania, San Marino, Serbia, Slovakia, Slovenia, Spain, Svalbard & Jan Mayen, Sweden, Switzerland, Turkey, Ukraine, United Kingdom, Vatican City, Australia, Canada, Mexico
What happens if my Wave turns off and won’t turn back on?
A: First, make sure that the plug in the back of the display is firmly inserted into the power port. Also check the connections in the power supply (the black box in the middle of the power chord). The Wave also automatically updates from time to time, and will display an update status on the screen when doing so. This process usually only takes less than a minute, depending on internet speed.
Can I rotate the Wave?
A: The wave rotates with 360 degree functionality on both the wall mount and the stand. However, be aware of the power chord in the back of the Wave, which can get tangled after a full 360 degree rotation. The Wave will also automatically rotate the art being displayed.
My Wave won’t come off the wall mount.
A: The Wave comes off of the stand/mount in the vertical position (see the shape of the back of the Wave). It also fits snugly into the mount and the stand - if it seems stuck, give the Wave a slight back and forth jiggle in the vertical position to remove it.
How do software updates on my Wave work?
A: Software updates to the Wave are automatic and will download and install on their own.
Can I use my mobile hotspot for my wifi network?
A: Yes, the Wave is compatible with mobile hotspots including a smart phone.
Help! My Wave broke in the mail.
A: Oh no! Please take a picture of the broken unit, and include your name and order number in an email to support@atomicform.com
Does the Wave have a dark mode feature?
A: Dark mode for our web app and for the Wave display are coming in Q3 of 2022.
Why is my NFT not showing up?
A: While we are working towards full compatibility with all NFTs, certain characteristics of an NFT may cause an issue of incompatibility and will not show up on the Wave. See “Known Incompatibilities” below. We are also updating our software often to integrate new features, fix bugs, and to build a fully compatible network.
Can I sign into multiple wallets at once?
A: At this time only one MetaMask wallet can be accessed at a time. A muti-wallet option will be available Q3 2022.
How will Atomic Form reach out to me if there is an issue on my account?
A: Atomic Form will never reach out to you via DM on any social media platform. We will only reach out to you via email from contact@atomcform.com. We will also never ask you to pay for our services at this time.
Do you support 2FA?
A: We currently do not support 2FA, but will in the near future.
What marketplaces do you currently support?
A: Many of the prominent marketplaces are supported, with more being added in the near future. Currently supported marketplaces include OpenSea, SuperRare, Foundation, Zora
My Photon lost its Wifi connection, how do I reconnect?
A: There are two steps:
- Reboot the Photon or Wave.
- Follow the Wifi instructions when they re-appear.
- Notice: Before reconnecting your laptop or phone to the access point (e.g. Wave-XYZ), make sure to click the info button and “Forget Network”.
My Photon display appears to be digitally zoomed in, how do I fix this?
A: Issues with zoomed in displays can be the result of two issues:
- 4K vs HD. We currently only support 4K displays (although this will change in the future). Verify the resolution is indeed 4K.
- Samsung Frame. While this display is 4K, we are still trying to resolve why it detects at a different resolution. This is a known issue that we are working on.
All other 4K displays are fully compatible with the Photon.
Video NFTs and SVGs are only showing up as images (both on the displays and the platform).
A: Different NFT smart contracts store their media in different ways. We are working on becoming more compatible with all the major minting platforms, but even that doesn’t cover all scenarios. You can help us by submitting the URL of a particular NFT to contact@atomicform.com as we continue to catalog and address these scenarios.
The Photon cable doesn’t appear to work and/or I need a different cable. Any suggestions?
A: There are occasionally issues with the Micro HDMI connection to the Photon itself. If you’re not seeing the display detect a signal after 30 seconds, try the following.
- Unplug the Photon power supply.
- Unplug the Photon micro HDMI connector.
- Plug the micro HDMI connector back in.
- Plug the Photon power supply back in.
If this doesn’t work after 2-3 attempts, we may need to send you another cable.
I need another cable to connect my display to my Photon. What do you recommend?
A: The most typical connection is a Micro HDMI (Photon) to HDMI (Display) cable. However, there are a range of other 4K display cables you may want to consider depending on the needs of your display:
For more detail on the differences between these cable types, visit this article.
Known Incompatibilities
- If you run into any of the following issues, rest assured that we either 1) already know about them and have a plan of attack or 2) they are complicated items that may not make it into our roadmap. NFT types that are not supported:
- Generative Art: NFTs that are not fixed images or videos and instead adapt due to other parameters in real time (and thus require a browser).
- Artblocks: We love the squiggles. However, these require a browser with fairly high hardware performance in order to play smooth. Other HTML NFTs also fall into this category.
- Beyond 4K Resolution: Our displays support up to 4K, but videos beyond 3840 x 2160 pixels will struggle or not work at all.
- Older mp4 video files. To support 4K videos at 30 frames per second, we needed to use an OpenGL based player. Unfortunately, that means older file formats are less optimized. We are working on a way to re-encode.
- NFTs with non-standard metadata: Given the flexibility of NFT metadata, it is sometimes very difficult to find the video or image files within the metadata. We are working on a normalization strategy to address this data fragmentation.
- NFTs with broken links: There are times when the IPFS links for an NFT are no longer valid and we can’t access the media
- Minting: NFT assets that have been minted but not sold/transferred will not appear
- Wifi:
- We have worked hard to make our wifi pairing as smooth as possible. However, there are situations that we can’t overcome yet. Examples:
- Wifi connections that require accepting terms of service.
- Wifi connections that require a username.
- Wifi connections that require payment processing.