Neat Pulse Control Service Update – May 20, 2024

This incident is now closed. For more up-to-date information on Pulse Control Status, please navigate to: https://support.neat.no/c/neat-pulse/updates/

UPDATE on May 22, 2024 at 12:45 UTC: 
The issue is now resolved and all services have been restored. We continue to monitor the system.

Details of the resolution: The issue observed was due to an error encountered in the Pulse agent application that runs inside the Neat device. This affected the Neat device’s ability to connect to the Pulse Control management platform and as a result, it would show as offline for brief periods of time. Our engineering team have implemented a fix in the Pulse agent application and this fix was delivered yesterday through our automatic update process.

As long as your Neat devices are set to automatic upgrades, the Pulse agent running on the device would have been updated. If you continue to encounter any issues, please make sure your devices are set to automatic updates and reach out to Neat’s technical support team.

UPDATE on May 22, 2024 at 10:50 UTC: 

The issue is now resolved and all services have been restored. We continue to monitor the system.

UPDATE on May 21, 2024 at 16:55 UTC: 

Workaround: We have found that a reboot of the device usually helps to resolve this issue. This can be done either directly on the device itself or via Pulse Control platform (when the device is online).

UPDATE on May 20, 2024 at 15:00 UTC: 

We are experiencing an issue where some Neat devices may show they are offline for a brief period of time on Pulse Control management platform. Our team is working urgently to resolve the issue. 

Please note that this issue has no impact on the Neat device’s ability to join Zoom or Teams calls.

At Neat, we pride ourselves on providing a great service and we apologize for any inconvenience this service disruption has caused. 

We will continue to update the following table to keep you informed on our progress. 

Incident timeline

Current status: [May 22, 2024; 12:45 UTC]	Details of the resolution provided by engineering team. Issue resolved as part of the Pulse agent update, which was delivered on May 21, 2024 (devices would have automatically upgraded overnight on May 22 at 2am local time).
Previous update: [May 22, 2024; 10:50 UTC]	Issue is now resolved and an update for the Pulse agent was delivered yesterday through automatic update process. We continue to monitor the system.
Previous update: [May 21, 2024; 17:55 UTC]	Issue is ongoing and being worked on urgently by our team. Possible workaround is to reboot the device.
Previous update: [May 20, 2024; 15:00 UTC]	Some devices may appear offline for brief period of time on Neat Pulse. The device’s functions are not impacted by this issue.