Device and Assistant
Fix a display issue
Fix display issues with your Meta Portal and 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:
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:
- 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.
- Continue holding for 8 seconds to turn off accessibility options.
To turn accessibility options off after setup:
- From your Meta Portal's display, use two or more fingers to press and hold your Meta Portal's touch screen.
- Tap Settings
using two or more fingers.
- Tap Accessibility using two or more fingers.
- 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.
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.
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.
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.
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.
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.
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.
