How to download logs

Last updated on March 18, 2022

Neat’s Remote Access (beta) feature allows administrators to login to Neat’s web admin via a web browser. This article describes how to collect logs via this web admin.

IMPORTANT: Rebooting removes the previous log from the device. If you have been asked to provide logs, please reproduce the issue and download the logs before rebooting.

Neat – Download logs

  • Step 1: From Neat Pad or Neat Board/Frame, enable Remote access (beta) feature and create a new password (see the article How to enable Remote Access).
  • Step 2: Login to the Neat device’s web admin from your web browser by typing https://<IP_address_of_Neat_Device>.
    Note: When downloading logs from Neat Bar/Bar Pro, please make sure you download logs from both the Bar/Bar Pro and the Pad by navigating to their web admins respectively.
  • Step 3: On the Status page (see Figure 1), click on the Get logs button and the log will be downloaded on your machine.
    Note: It is not possible to view the contents of the log as it will be in encrypted format (file extension .p7m).
  • Step 4: Please send the log to Neat’s technical support by emailing support@neat.no.
Figure 1: Download logs: Neat’s web admin -> Status -> ‘Get logs’

IMPORTANT: Rebooting removes the previous log from the device. If you have been asked to provide logs, please reproduce the issue and download the logs before rebooting.

Zoom Rooms – Download Logs

If working with Zoom Support, you might be asked to collect their log files for investigation. You will find the logs for the Neat Frame, Board and Pad paired to your Bar/Bar Pro located under Help titled Send Problem Report in your Zoom level Settings. You are also able to collect Zoom Room logs from the Zoom web portal.

For more information, see the following article for Troubleshooting Logs for Zoom Rooms.

Microsoft Teams Rooms – Download Logs

Microsoft Teams Room’s Logs can be downloaded from the Teams Admin Center. Under Teams devices, you will find the Neat Bar and Neat Board located under Teams Rooms for Android. Pads (running Center of Room console) are located under Teams Rooms for Android -> Touch consoles and the Neat Pad (running Microsoft Teams Panel software) under Panels.

Please see the following article for collecting device logs through the Microsoft Teams Admin Center (TAC).