Support - Portrait

Device Not Connecting to WiFi

If your Portrait device is having trouble connecting to your WiFi network, try the following:

Check your router is online: Make sure your WiFi router is powered on and other devices can connect to it.
Use a 2.4GHz network: Portrait devices only support 2.4GHz WiFi networks. If your router broadcasts both 2.4GHz and 5GHz, make sure you're connecting to the 2.4GHz network.
Verify your password: Double-check that you're entering the correct WiFi password. Passwords are case-sensitive.

If you're experiencing problems with the Portrait app:

Update the app: Make sure you have the latest version installed from the App Store.
Restart the app: Close the app completely and reopen it.
Check your internet connection: The app requires an internet connection to communicate with your devices.
Sign out and back in: Go to your profile and sign out, then sign back in to refresh your account.

If your display isn't showing new content:

Make sure the device is turned on: Check that the switch on the side of the device is toggled up (on).
Make sure the device is plugged in or charged: If the battery is dead, plug it in via USB-C and wait a few minutes before trying again.
Verify WiFi connection: Ensure the device is still connected to your WiFi network. You can test the connection by going to your device's page in the app, tapping "Connect to WiFi", and using the "Check" button under Connection Status.
Check device status: Make sure the device is marked as active in the app. Inactive devices will not receive updates.
Wait for the next update: Scheduled updates happen at the interval you selected. Check when the next update is due.

If a firmware update didn't complete or your device is showing "Update didn't finish":

Keep WiFi connected: Updates require a stable WiFi connection throughout the download. Make sure your router is nearby and online.
Try again from the app: Open the app, go to your device, and tap "Update Firmware" to retry. The device will pick up right where it left off.
Wait for normal content: After an update (successful or not), your scheduled display will return on its own at the next refresh. You can also open the app and choose a display to refresh it immediately.
Device seems stuck: If the display still shows the update message after a few minutes, press the restart button on the back of the device. It will reboot and resume normal operation.
Repeated failures: If updates keep failing, your device may be too far from the router. Move it closer and try again, or contact support.

If your Portrait device is frozen or not responding:

Restart button: Press the restart button on the back of the device to reboot it. The device will take about 5–10 seconds to reconnect to WiFi.
Power cycle: Toggle the switch on the side down (off), wait a few seconds, then toggle it back up (on).

Understanding your device's battery performance:

Live mode: A fully charged device lasts approximately 1.5 – 2 days in live mode due to active WiFi usage.
Static mode: Static content (Image, Text, QR) lasts significantly longer since WiFi stays off.
Conserve battery: Turn off the device when not in use by toggling the switch down.
Always-on use: For live features like MTA or Stocks, keep the device plugged in via USB-C if you want long-lived displays.
Charging time: A full charge takes about 1–2 hours. The blue LED indicates power is connected, and the red LED indicates the battery is charging.

If you're still experiencing problems after trying the steps above, please reach out to us at babs@wanyekitech.com.

When contacting support, please include: