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How to Troubleshoot Video Issues

Last updated July 29, 2025

Neat Support has curated this troubleshooting article in response to setups experiencing camera/microphone/speaker or general video related issues with Neat.

Contents

Symptom: No-camera detected error

If you see a no-camera detected error on Zoom (this error shows differently on Neat devices running Microsoft Teams), the following steps can help:

  • Confirm your device’s camera is working by navigating to Neat System settings → Audio& Video → Framing Boundary.
  • Run an ‘extended power cycle‘ procedure. When the devices boot back up, the camera error should resolve. You can reconfirm by going into the Framing Boundary and checking the camera.

Symptom: Preferred microphone / camera / speaker not found

If you see this error, follow these steps:

  • Perform a simple power cycle of all devices.
  • If issue persists, run an ‘extended power cycle‘ procedure. When the devices boot back up, the camera error should resolve. You can reconfirm by going into the Framing Boundary and checking the camera.
  • If however the issue persists, please conducts a full manual factory reset of all devices (press the reset button at the back of the device(s) and hold down for 10 seconds + and release). Once the units come back up, follow the setup procedure and if the issue persists, please contact Neat Technical Support for a suspected hardware issue.

Symptom: Generic Video Issues

The following instructions are for generic video-related problems. Once you have collected the following, please raise a support ticket with Neat Technical Support team.

  • If you are encountering an issue with Neat, please create a recording of the issue. Please note down exactly when in the recording you observe the issue (in case it is not obvious for someone watching it).
  • An image of the entire room and dimensions are very useful, especially if the issue is happening for some participants at a certain distance but not others.
  • A full set of logs (from all devices) for that time. Please check how to download logs.
  • Confirm how many displays and what cables/external devices are connected to the Neat device.
  • Confirm if the full call-flow is using WiFi or Ethernet.
  • If issues with displays/content sharing etc.
    • Make/model/versions of displays
    • please confirm if any extenders/adapters are being used and the lengths of cables used.
    • Check if Auto Wake-Up etc. features are enabled/disabled (and if the symptoms change if AWU state is changed).
  • If related to video quality issues, please check:
    • Is the issue seen by remote participants but the Neat room can hear/see everything as expected?
    • OR is the issue is being heard/seen by Neat participants, but remote participants are unaffected.
    • Can anyone else in the conference experience a problem similar to Neat? If the Neat room is excluded, can the issue still be reproduced? What is the minimum number of participant required to reproduce the problem?