Skip to main content
Meta
Store Help Center
Meta
Find orders
Store Help Center Menu
Store Help Center
Meta Quest
Meta Portal
Ray-Ban Stories
Meta Horizon
Orders and returns
Search articles
Support Home
Fix a problem
Device and Assistant
Back to Fix a problem

Device and Assistant

Jump to
Fix a display issue
…
Troubleshoot Assistant
…
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:

Share
Was this article helpful?
Yes
No

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.

Share
Was this article helpful?
Yes
No

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.

Share
Was this article helpful?
Yes
No

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.

Share
Was this article helpful?
Yes
No

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.

Share
Was this article helpful?
Yes
No
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.

Share
Was this article helpful?
Yes
No

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.

Share
Was this article helpful?
Yes
No

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.
Share
Was this article helpful?
Yes
No

Still need help?

We're here.

Tell us what you need support with and we’ll find the best solution for you.
Contact support
KEEP YOUR EXPERIENCE UP TO DATE
By signing up you agree to receive updates and marketing messages (e.g. email, social, etc.) from Meta about Meta’s existing and future products and services.
You may withdraw your consent and unsubscribe at any time by clicking the unsubscribe link included in our messages.
Your subscription is subject to the Terms and Privacy Policy.
Meta
FacebookTwitterInstagramYouTube
Site terms and policies
Community StandardsPrivacy PolicyTermsCookie policy
Virtual reality
Shop Meta QuestRefurbished Meta Quest 2Meta Warranty PlusVR for GoodForumsReferralsBlogCreatorsDownload SDKsDevelopersMade for Meta partner programMeta Quest health & safety informationMeta Quest safety centerVR for work
Video calling
Shop Meta PortalCompareFeaturesPrivate by designMeta Portal health & safety information
Smart glasses
Shop Ray-Ban StoriesPrivacy informationTerms of serviceData policySupported countries
Shop support and legal
Shop Help CenterOrder statusReturnsFind a product demoLegalTerms of Sale
Our actions
Data and privacySafety and expressionElectionsCOVID-19 responseRegulations
About us
About MetaMedia galleryBrand resourcesFor investors
Our community
Support SMBGiving togetherSocial impactBusiness and community growth
App support
Facebook Help CenterMessenger Help CenterInstagram Help CenterWhatsApp Help CenterWorkplace Help Center
Site terms and policies
Community Standards
Privacy Policy
Terms
Cookie policy
Virtual reality
Shop Meta Quest
Refurbished Meta Quest 2
Meta Warranty Plus
VR for Good
Forums
Referrals
Blog
Creators
Download SDKs
Developers
Made for Meta partner program
Meta Quest health & safety information
Meta Quest safety center
VR for work
Video calling
Shop Meta Portal
Compare
Features
Private by design
Meta Portal health & safety information
About us
About Meta
Media gallery
Brand resources
For investors
Smart glasses
Shop Ray-Ban Stories
Privacy information
Terms of service
Data policy
Supported countries
Shop support and legal
Shop Help Center
Order status
Returns
Find a product demo
Legal
Terms of Sale
Our actions
Data and privacy
Safety and expression
Elections
COVID-19 response
Regulations
Our community
Support SMB
Giving together
Social impact
Business and community growth
App support
Facebook Help Center
Messenger Help Center
Instagram Help Center
WhatsApp Help Center
Workplace Help Center
Site terms and policies
Community Standards
Privacy Policy
Terms
Cookie policy
Virtual reality
Shop Meta Quest
Refurbished Meta Quest 2
Meta Warranty Plus
VR for Good
Forums
Referrals
Blog
Creators
Download SDKs
Developers
Made for Meta partner program
Meta Quest health & safety information
Meta Quest safety center
VR for work
Video calling
Shop Meta Portal
Compare
Features
Private by design
Meta Portal health & safety information
About us
About Meta
Media gallery
Brand resources
For investors
Smart glasses
Shop Ray-Ban Stories
Privacy information
Terms of service
Data policy
Supported countries
Shop support and legal
Shop Help Center
Order status
Returns
Find a product demo
Legal
Terms of Sale
Our actions
Data and privacy
Safety and expression
Elections
COVID-19 response
Regulations
Our community
Support SMB
Giving together
Social impact
Business and community growth
App support
Facebook Help Center
Messenger Help Center
Instagram Help Center
WhatsApp Help Center
Workplace Help Center
Site terms and policies
Community Standards
Privacy Policy
Terms
Cookie policy
Virtual reality
Shop Meta Quest
Refurbished Meta Quest 2
Meta Warranty Plus
VR for Good
Forums
Referrals
Blog
Creators
Download SDKs
Developers
Made for Meta partner program
Meta Quest health & safety information
Meta Quest safety center
VR for work
Video calling
Shop Meta Portal
Compare
Features
Private by design
Meta Portal health & safety information
Smart glasses
Shop Ray-Ban Stories
Privacy information
Terms of service
Data policy
Supported countries
Shop support and legal
Shop Help Center
Order status
Returns
Find a product demo
Legal
Terms of Sale
Our actions
Data and privacy
Safety and expression
Elections
COVID-19 response
Regulations
About us
About Meta
Media gallery
Brand resources
For investors
Our community
Support SMB
Giving together
Social impact
Business and community growth
App support
Facebook Help Center
Messenger Help Center
Instagram Help Center
WhatsApp Help Center
Workplace Help Center
English (US)

META QUEST

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/

†Meta Quest is for ages 13+. Offer valid January 29, 2023 12:00 am EDT – February 04, 2023 11:59 pm PST. Limit 2 devices per transaction. Valid on qualifying purchases of new Meta Quest Pro devices at www.meta.com only, while supplies last. Not valid on prior orders or purchases. Offer is non-transferable and not valid for cash or cash equivalent. Cannot be combined with other offers, discounts, bundles, or coupons. Savings automatically applied at checkout. Offer may be canceled or modified at any time without notice. Void where prohibited. Software sold separately.

Financing Options. You may be offered financing options for your Meta purchases. Learn more here: https://www.meta.com/help/quest/articles/accounts/payment-settings/finance-your-meta-purchase/

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.

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.

©2022 Meta.