My Portal's display is 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 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 Portal or phone.

Other things can impact video quality, like 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 the camera is turned on.
  • You are both on an up-to-date version of the calling app you are using (example: Messenger).
  • The camera isn’t obscured, dirty, or damaged. Try cleaning the lens with a soft cloth.
  • Make sure 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 Portal display during calls, please contact Portal Support at for assistance.

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Last updated July 13, 2021
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