Unable to Pair Neat Bar/Bar Pro with Neat Pad

This guide addresses common Neat device pairing issues during initial setup. To ensure seamless operation of the Neat Bar/Bar Pro and Neat Pad, it’s essential to maintain both Neat-level and Zoom/Teams-level pairings at all times.

a) The serial number for the Bar/Bar Pro is not showing up on the Neat Pad

Devices on Ethernet – Possible causes :

  • The devices are not on the same subnet. Please press and release the reset button on the back of both the Bar and Pad and to check the IP address.
  • mDNS is perhaps not enabled on the subnet. How to check that mDNS is enabled on the network

Devices on Wi-Fi – Possible causes :

  • The same subnet and mDNS requirements as above for Ethernet are not met.
  • The Bar/Bar Pro could be connected to Ethernet. Confirm that the Bar/Bar Pro is not physically connected to an Ethernet cable. Neat devices will always default to Ethernet if provided.
  • Possible timeout when trying to connect. Factory reset both the Bar and Pad simultaneously by holding down the reset button on the back of each device for 10-15 seconds and try pairing once more.

b) Symptom: The Neat Pad shows pairing failed after selecting the Bar

Devices on Ethernet – Possible causes :

  • The devices may have timed out. Try going back and retrying the pairing process again. If it continues to fail reboot the Bar and Pad by removing the power cable. Attempt a Factory reset.
  • If the issue continues after verifying network requirements, please download logs (Section 2.2 of How to Download logs) and reach out to Neat Support: How to get help from Neat Technical Support

Devices on Wi-Fi – Possible causes :

  • If the Bar/Bar Pro shows connected to the Internet and the pairing has failed confirm Neat’s required requirements, like mDNS, are met. Try an unrestricted network (such as a mobile hotspot or home network). How to check that mDNS is enabled on the network
  • If the Bar/Bar Pro does not show connected to the internet, press and release the reset button on the back of the Bar/Bar Pro and confirm if the device has received an IP address.
  • Factory reset both the Bar and Pad simultaneously by holding down the reset button on the back of each device for 10-15 seconds and try pairing once more.