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Neat device is not powering on

Last updated July 24, 2025

Contents

1. Red LED permanently showing on device

  • Symptom:  Red LED permanently displayed after boot up (normally it will show this for a brief few seconds and move to a white LED when booting up). There is no display showing up on the TV monitor.
  • Devices that can show this symptom: Bar, Bar2, Bar Pro, Board, Board Pro, Board 50 and Frame
  • What to do:
    • For Neat Board/Board Pro and Board 50, make sure no external HDMI cables are connected to it.
    • For Neat Bar and Neat Bar Pro, make sure no external devices (other than the TV displays) are connected to the device.
    • Factory reset the device to ensure it wasn’t a temporary issue. See how to factory reset here.
    • If problem remains after factory reset, it is a possible hardware issue. 
    • Raise a support ticket with Neat technical support with the serial number and the details of the troubleshooting performed. The team can confirm if it is a hardware issue and if the device is under warranty.

2. Neat Pad or Neat Center not powering up using PoE switch

  • Symptom: Neat Pad not powering up using PoE switch (nothing is showing up on the screen)
  • Devices that can show this symptom: Neat Pad and Neat Center
  • What to do: 
    • Neat Pad supports IEEE 802.3af Class 0 Mode A only (does not support Mode B). Whereas Neat Center supports IEEE 802.3af Class 0 Mode A and Mode B.
    • Any network switch providing PoE based power to your Neat Pad or Neat Center must support the correct mode required for the device.
    • When it comes to Neat Pad, because it only supports Mode A, some common network switches are incompatible as they support Mode B only (e.g. Meraki MS355-48FP, Meraki MS225-48FP, DELL N3248 PXE-ON etc.). Whereas Neat Center supports both Modes A and B and therefore have a larger range of support.
    • If your device is not powering up, the first thing to do is to use the PoE injector (included with Neat Pad but optional for Neat Center) and connect to a power outlet.
    • If PoE injector works, it is very likely either an incompatibility with the switch or the switch is not able to send the power correctly to the device.
    • If PoE injector fails as well, it is most likely a hardware issue. Please raise a support ticket with Neat technical support with the serial number and the details of the troubleshooting performed. The team can confirm if it is a hardware issue and if the device is under warranty.