Why your Meta Portal display might be pixelated, blurry or freezing during calls

If your display is pixelated, blurry or freezing during a call, you or the person you're calling may have a weak signal. Try the following:

Check your Wi-Fi signal. If your signal is weak, move your Meta Portal closer to your Wi-Fi router (Internet connection device) or reset the device.
Make sure that the person you're calling with has a strong signal on their Meta Portal or phone.

Other things can affect video quality, such as a dirty or damaged lens, lighting and settings on your device. You and the person you're calling can try the following:

If a screen is blank, make sure that the camera is turned on.
You are both on an up-to-date version of the calling app you are using (e.g. Messenger).
The camera isn't obscured, dirty or damaged. Try cleaning the lens with a soft cloth.
Make sure that it's not too dark, bright or backlit. Check for glare by hovering one hand over the camera to block the light and see if the image quality improves.
Unplug your device for 15 seconds, then plug it back in.

If you continue experiencing issues with your Meta Portal display during calls, please contact Meta Store Support at www.meta.com/help/support for assistance.