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Fix a display issue

Fix display issues with your Meta Portal and Meta Portal TV

Meta Portal
Meta Portal TV
  • If your Meta Portal's display is going black or flickering, try unplugging your Portal and plugging it back in again.
  • Your Meta Portal accessibility options may be turned on by mistake. Learn how to turn off accessibility settings on your Portal.
  • If your display is pixelated, blurry or freezing during a call, you or the person you're calling may have a weak signal. 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 the person you're calling with has a strong signal on their Meta Portal or phone.

If you continue to experience issues with your Meta Portal's touch screen, please contact Meta Store Support at store.facebook.com/help/support for assistance.

If your Meta Portal's display isn't working as expected:

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Fix issues with your Meta Portal's touch screen

If your Meta Portal's touch screen isn't working as expected during setup, accessibility options may have been turned on by mistake. If you're seeing a green rectangle on your Meta Portal's screen or Meta Portal is reading text out loud to you during setup, accessibility options have been turned on.

To turn accessibility options off during setup:

  1. Use two or more fingers to press and hold your Meta Portal's touch screen for 8 seconds. After 4 seconds, you'll hear an audible prompt to continue holding your Meta Portal screen to turn accessibility options off.
  2. Continue holding for 8 seconds to turn off accessibility options.

To turn accessibility options off after setup:

  1. From your Meta Portal's display, use two or more fingers to press and hold your Meta Portal's touch screen.
  2. Tap Settings using two or more fingers.
  3. Tap Accessibility using two or more fingers.
  4. Use two or more fingers to scroll down and double tap TalkBack.

To use your Meta Portal with accessibility options turned on:

  • Scroll by using two fingers.
  • Select by double-tapping the screen where you'd like to make a selection.

If accessibility options aren't turned on, try unplugging your Meta Portal and plugging it back in again. If you continue to experience issues with your Meta Portal's touch screen, please contact Meta Store Support at store.facebook.com/help/support for assistance.

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

If your calls are 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 the person you're calling with has a strong signal on their Meta Portal or phone.

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

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Why your Meta Portal TV might turn your TV on and off unexpectedly

If your Meta Portal TV is turning your TV on and off unexpectedly:

  • Unplug your Meta Portal TV and plug it back in again.
  • Try unplugging all other devices from your TV except for your Meta Portal TV. If your Meta Portal TV is working as expected, plug the other devices back in, one at a time.
  • Disable HDMI-CEC on your Meta Portal TV.

If you’re still experiencing issues with your Meta Portal TV turning your TV on and off unexpectedly, please contact Meta Store Support at store.facebook.com/help/support for assistance.

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Why your Meta Portal TV might turn your TV on and off unexpectedly

If your Meta Portal TV is turning your TV on and off unexpectedly:

  • Unplug your Meta Portal TV and plug it back in again.
  • Try unplugging all other devices from your TV except for your Meta Portal TV. If your Meta Portal TV is working as expected, plug the other devices back in, one at a time.
  • Disable HDMI-CEC on your Meta Portal TV.

If you’re still experiencing issues with your Meta Portal TV turning your TV on and off unexpectedly, please contact Meta Store Support at store.facebook.com/help/support for assistance.

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Troubleshoot Assistant

Tips to get “Hey Portal” or Alexa to turn on

If you're having issues waking "Hey Portal" or Alexa using voice commands, try the following:

  • Make sure you've enabled Alexa on your Meta Portal.
  • Make sure your Meta Portal's microphone is turned on.
  • Speak towards your Meta Portal and move closer if necessary.

Learn more about using voice interactions on Meta Portal.

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Stop “Hey Portal” and Alexa from turning on by mistake

If background noise, like from your TV or sound system, regularly wakes "Hey Portal" or Alexa, turning your Meta Portal's microphone off when not in use will fix the issue.

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Help “Hey Portal” and Alexa understand you

If "Hey Portal" and Alexa have trouble understanding you:

  • Make sure your Meta Portal's microphone is turned on.
  • Make sure your camera cover is not covering your Meta Portal's microphone.
  • Speak towards your Meta Portal and move closer if necessary.
  • Check to see if "Hey Meta Portal" are available to you.
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META QUEST

Extended Holiday Return Period: Products ordered November 1, 2022 through January 1, 2023 on meta.com are eligible to be returned through January 31, 2023. Return requests must be completed by end of day January 31, 2023 (local time) to be eligible. Excludes gift card purchases. Standard return terms otherwise apply. Visit our Store Terms of Sale for more information: https://www.meta.com/legal/terms-of-sale/

Meta Quest: Important! For ages 13 and up. Certain apps, games and experiences may be suitable for a more mature audience. META QUEST FEATURES, FUNCTIONALITY, AND CONTENT NOTICE: Features, functionality and content are subject to change or withdrawal at any time, may not be available in all areas or languages or may be restricted; may require enabled software or service activation, and additional terms, conditions and/or charges may apply.

META QUEST IMPORTANT SAFETY NOTICE https://www.oculus.com/quest-2/removable-facial-interface-alert/

†Offer valid with the purchase of a new Meta Quest 2 device (128GB or 256GB) (“Qualifying Product”) between August 1, 2022 12:01 AM PST– December 31, 2022 11:59 PM PST and while supplies last. User account (“Account”) required. Offer Item (digital content): Beat Saber in the Meta Quest Store (approx. retail value $29.99). Additional downloadable content, including future music packs and other content, sold separately. To receive Offer Item, Qualifying Product must be first activated between August 1, 2022 12:01 AM PST - January 31, 2023 11:59 PM PST through an Account without Beat Saber entitlement previously enabled on such account (“Activation”). Upon Activation, you will receive a notification message via email, in your mobile app, and in VR with a link to redeem the Offer Item from the Meta Quest Store. There are no redemption codes in connection with this Offer. Offer Item must be redeemed within 14 days upon Activation. Once redeemed, Offer Item remains available for download indefinitely. Limit of one (1) Offer Item per Qualifying Product, regardless of the number of Accounts connected to such Qualifying Product. Qualifying Products first activated through an Account with Beat Saber entitlement previously enabled are ineligible to receive Offer Item. Not valid on prior orders or purchases. Offer is non-transferable, not for resale, and not valid for cash or cash equivalent. Offer may be canceled or modified at any time without notice. Void where prohibited or restricted. For full terms and conditions, see https://www.meta.com/legal/quest/promotional-terms/.

††Offer is non-transferable, not for resale, and not valid for cash or cash equivalent. Offer may be canceled or modified at any time without notice. Void where prohibited or restricted. Not valid on prior orders or purchases. User account (“Account”) required. Resident Evil 4: ©CAPCOM CO., LTD. 2005, 2021 All Rights Reserved. Valid with the purchase of new specially marked Meta Quest 2 devices only, while supplies last. Account owner must be [17] or older. Redemption code only valid for purchase of Resident Evil 4 in the Meta Quest Store and expires on 12/31/2023. The approximate value of the Code is $39.99 USD. Limited to one (1) code per transaction. Once code is redeemed, Resident Evil 4 remains available for download even after Code expiration. Beat Saber: Offer valid with the purchase of a new Meta Quest 2 device (128GB or 256GB) (“Qualifying Product”) before December 31, 2022 11:59 PM PST and while supplies last. Offer Item (digital content): Beat Saber in the Meta Quest Store (approx. retail value $29.99). Additional downloadable content, including future music packs and other content, sold separately. To receive Offer Item, Qualifying Product must be first activated before January 31, 2023 11:59 PM PST through an Account without Beat Saber entitlement previously enabled on such account (“Activation”). Upon Activation, you will receive a notification message via email, in your mobile app, and in VR with a link to redeem the Offer Item from the Meta Quest Store. There are no redemption codes in connection with this Offer. Offer Item must be redeemed within 14 days upon Activation. Once redeemed, Offer Item remains available for download indefinitely. Limit of one (1) Offer Item per Qualifying Product, regardless of the number of Accounts connected to such Qualifying Product. Qualifying Products first activated through an Account with Beat Saber entitlement previously enabled are ineligible to receive Offer Item.

META PORTAL

Meta Portal: Portal voice command availability varies. Learn more: https://www.meta.com/legal/portal/usage. Screen images simulated. User experience may vary. Requires wireless internet connection and Facebook or WhatsApp account. WhatsApp is not available on tablets. Features, functionality, and content vary and may not be available on all Portal models or in all areas and languages. Some features may require a Facebook account and downloading the Portal mobile app. Additional account registration, terms and fees may apply. Amazon, Alexa and all related logos are trademarks of Amazon.com, Inc. or its affiliates. Other names and brands may be claimed as the property of others.

*Offer valid November 18 (9:30am PT) – December 31, 2022 (11:59pm PT). Limit 4 devices per transaction. Valid on qualifying purchases at https://www.meta.com while supplies last. Product availability varies: some items may not be in stock. No rainchecks offered. Not valid on prior orders or purchases. Offer is non-transferable and not valid for cash or cash equivalent. Offer may only be combined with other offers, discounts, bundles, or coupons currently available at https://www.meta.com. Savings automatically applied at checkout. Offer may be cancelled or modified at any time without notice. Void where prohibited.

RAY-BAN STORIES

Ray-Ban Stories: Ray-Ban Stories requires a mobile phone with Android (location services enabled) or iOS operating system, wireless internet access, and account registration. Not compatible with all smartphones. Ray-Ban Stories only available in select countries. Voice assistant is only available in English, Italian and French. Features, functionality and content are subject to change or withdrawal at any time. Please visit ray-ban.com/faq-ray-ban-stories for the most up-to-date information. For ages 13 and up only. This product may interfere with personal medical devices. Requires updates to be installed from time to time, including prior to first use. While using Ray-Ban Stories, it is always the user’s responsibility to comply with any local laws and regulations, especially those relating to privacy and the use of recording devices.

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