How to Recover a Neat Device
Last updated July 30, 2025
There are several reasons why someone might need to recover a Neat device. For example, if the device is experiencing unexpected performance issues, issues where camera or microphone/speaker are not working as expected and upgrade and pairing related issues.
Depending on the type of issue, you may be advised by Neat technical support to try a range of recovery options. Before performing any of these actions, we strongly advise to obtain logs from your devices where possible
Contents
1. Perform a reboot
A reboot involves reloading the operating system, restarting processes, clearing temporary data, and initializing system components. This resolves software issues, refreshes system resources, and ensures a clean, stable state.
Reboots can be either a cold reboot (hard reboot) involving a complete power cycle and full system initialization, or a warm reboot (soft reboot) that restarts the system without a complete power-off, reloading the operating system and restarting processes. The main difference lies in the extent of the restart process.
Typically for performance issues or camera/microphone/speaker related issues, Neat will suggest a reboot or boot-up issues.
1.1 Warm reboot:
- Locally on the device in System settings
- Pulse
- Remote access
- Zoom Dashboard
- Teams Admin Center
1.2 Cold reboot – Power-cycle
- Simple power cycle.
1.3 Cold reboot – Extended power cycle:
- Unplug all cables from your main Neat device, and from your paired Pad (if using).
- Wait 15 minutes (at least).
- If using a Pad, plug this back in first.
- Then on your main Neat device, plug in the ethernet cable (if using), HDMI to displays and power cable back (no other cables).
2. Factory reset the device
A factory reset is a process that restores a device to its original factory settings. This means that all user data, settings, and configurations on the device are erased, returning it to the state it was in when it left the factory. The factory reset essentially wipes the device clean of any personal information or modifications made by the user.
Typically for pairing or software upgrade-related issues, Neat will suggest performing a factory reset on all associated devices.
IMPORTANT: After a factory reset you will have to sign your device in to your chosen platform (Zoom/Microsoft Teams) again.
For full instructions, please see How to factory reset article.