Technical issue update: Excessive polling and slow responsiveness on Neat Pads after 25.2.0 release

Last updated June 25, 2025

Issue description

During the recent deployment of Neat software release NeatOS 25.2, our engineering team have identified two issues that are affecting the quality and performance of our devices:

  • Neat devices are excessively polling the https://ota.neat.no cloud service to check for available updates. This inadvertently caused the devices to make too many write requests to the configuration file, leading to an increased CPU load.
  • Secondly, Neat Pads running Microsoft Teams are demonstrating slow responsiveness or black screen when joining meetings or changing settings on the Pad.

What caused these issues?

Excessive polling

During normal operation, a Neat device will reach out to https://ota.neat.no cloud service once every hour to check for available updates. During this process, the device will process the information retrieved from the cloud service (typically a JSON file) and write data to its configuration file.

In 25.2.0 release however, a Neat device could send such requests multiple times in a minute and perform many write operations. This can lead to CPU spikes and high resource usage, particularly during nightly updates. This also increases the polling frequencies to the cloud service and any customers monitoring network traffic in their environment will also notice an increase in HTTPS calls made from Neat devices in their environment.

Slow responsiveness and black screen on Neat Pads running Microsoft Teams

Neat pads running Microsoft Teams are sometimes too slow to respond to user actions, such as joining a call or changing a setting, and in some cases show a black screen. Neat team, together with Microsoft, are investigating the root cause of this issue.

How to recover from these problems?

Excessive polling

  • Our Preview channel running the new Neat OS (25.3.0) has a fix for this issue.
  • Please note that Preview updates are for evaluation and are not yet fully supported. We do not recommend installing Preview software on Neat devices used in a production environment. Ideally you should use a Neat device that is in a lab or a lower-risk user environment to try out the Preview software.

Slow responsiveness and black screen on Neat Pads running Microsoft Teams

  • Our Preview channel running the new Neat OS (25.3.0) with an updated Microsoft Application has a resolution for this issue.
  • Please note that Preview updates are for evaluation and are not yet fully supported. We do not recommend installing Preview software on Neat devices used in a production environment. Ideally you should use a Neat device that is in a lab or a lower-risk user environment to try out the Preview software.

How to get help?

If you’re experiencing this issue or require confirmation that your issue matches this known problem, please reach out to Neat Technical Support team using the contact form here. Please note that your devices must be covered by an active support plan in order for the issue to be verified.