Upgrade not completing

Symptom A: During the initial set up when installing your Neat devices.
Symptom B: After installation, when your Neat devices are performing a Software Upgrade.

The following can happen:

1. Purple upgrade screen shown indefinitely (e.g. ‘update 2 of 2’ but never completing).
2. Bar reports ‘error 404’ and doesn’t complete upgrade.

What to do? 

The upgrade files can be large, and downloads can take some time. However, if you suspect the download is showing indefinitely, then please:

• Check that you do not have network restrictions that are stopping the download.
• Try using a wired connection (preferably open network for the first install, to ensure that your company’s firewall isn’t blocking any specific ports).
• Optional: Collect the logs to help understand the cause of the problem.
• Perform a power cycle on your Neat devices.
• Perform an extended power cycle on your Neat devices.
• Perform a factory reset on your Neat devices.

*Please note that Neat’s upgrades occur at 2am (per each country’s timezone) or the next time the device is online.