Device not connecting to Wi-Fi
- Check your router is online: make sure it's powered on and other devices can connect.
- Use a 2.4 GHz network: Portrait only supports 2.4 GHz. If your router broadcasts both, pick the 2.4 GHz network (often labeled "2.4G").
- Verify your password: passwords are case-sensitive. Double-check.
App or site issues
- Update: make sure you're on the latest iOS app, or do a hard refresh in your browser.
- Restart: close the app or tab completely and reopen it.
- Check your internet: the app needs to reach AWS to talk to your devices.
- Sign out and back in: refreshes your session and device list.
Display not updating
- Is the device turned on? Toggle the side switch up. The blue LED should glow when power is connected.
- Battery: if the battery is dead, plug in USB-C and wait a few minutes before trying again.
- Wi-Fi: open the device in your dashboard and tap Ping device to confirm it's reachable.
- Active? Make sure the device is Active on the detail page. Inactive devices don't receive updates.
- Wait for the next tick: scheduled updates happen at the interval you chose.
Firmware update issues
- Keep Wi-Fi connected: updates need a stable connection. Keep your router nearby and online.
- Retry from the app: open the device and tap Firmware update. It picks up where it left off.
- Wait for normal content: after an update, your scheduled display returns at the next refresh. You can also pick a new display to refresh immediately.
- Stuck on the update screen? Press the restart button on the back of the device. It reboots and resumes normal operation.
- Repeated failures: the device may be too far from the router. Move it closer, then retry — or contact us.
Device unresponsive
- Restart button: press it on the back of the device. It takes about 5 – 10 seconds to reconnect to Wi-Fi.
- Power cycle: toggle the side switch down, wait a few seconds, then toggle back up.
Battery life
- Live mode: ~1.5 – 2 days on a full charge because Wi-Fi stays active.
- Static mode: much longer since Wi-Fi is off. Great for photos, text, and QR codes.
- Always on: for live data (MTA, Stocks, Weather), keep the device plugged in via USB-C.
- Charging: ~1 – 2 hours for a full charge. Blue LED = power connected. Red LED = charging.
Still stuck? Email babs@wanyekitech.com. When contacting support, please include:
- Your Support ID (shown in the account menu).
- A description of the issue.
- Any error messages you saw.
Looking for more detail? Read the full user manual.