Setup – Support

Setup

The mounting instructions of Neat Board can be found here: https://neat.no/board/?neat-board-installation-guides=intro.

The mounting instructions of Neat Bar can be found on your Neat Pad during setup. They are also located here: https://neat.no/bar/?neat-bar-installation-guides=intro

If you are setting up a Neat device, you may be asked to enter the activation code or activation key when signing in to your Zoom Room.

An activation code is a 16 digit number that is generated after setting up the Zoom Room on the Zoom web portal. When it is generated, an email is sent out to the user who created the room and it is also viewable in the Zoom web portal. If you are not a Zoom administrator in your organization, you will have to ask for this code from your Zoom admin when you first set up a Neat Bar/Pad/Board.

The activation code is active for 10 days, after which a new activation code will need to be generated (you can use the ‘regenerate’ button).

For more information, please see the Zoom article: Signing into Zoom Room using an activation code

Often referred to as Neat Symmetry, Individual auto framing is an innovation that aims to restore visual balance between remote home workers and meeting-room participants.

With Individual auto framing, we can now dynamically frame individuals in the meeting room and join the frames together, eliminating the distance between them. The result is a single frame with multiple meeting participants, all roughly at the same size.

For more details, please read Neat’s February 2021 software release notes.

Yes, Neat devices support full Zoom digital signage functionality. Please see here for more info: https://support.zoom.us/hc/en-us/articles/360000030683-Zoom-Rooms-digital-signage

The Zoom Rooms activation code is in your Zoom portal. If you’ve already added the meeting room to your Zoom account, scroll down to that room name in the Zoom Portal to find your activation code.

For more information on how to sign in to your Zoom Room, please see this article from Zoom: Signing in to Zoom Rooms

Yes! All Neat devices support Wi-Fi and are compatible with both 2.4 and 5 Ghz networks. Users can choose the Wi-Fi option during the setup process. For more information, please see the article Wi-Fi support on Neat devices.

All Neat devices support Wi-Fi, and are compatible with both 2.4 and 5 Ghz networks. Users can choose the Wi-Fi option during the setup process. For Neat Bar and Neat Pad, the Wi-Fi configuration is done through the Neat Pad during the initial setup and pairing process. For a step-by-step guide on how to configure Wi-Fi on a Bar and Pad, please see the article: How to connect Neat Bar and Neat Pad over Wi-Fi

With Neat Board you have a choice of connecting to your network wirelessly or by Ethernet.

Neat Bar and Neat Pad need to be on the same subnet to be able to find each other and pair together. In most cases, pairing problems occur because the Bar and Pad are not connected to the same subnet (and are unable to send/receive multicast packets between each other). For example, if you have connected your Bar to wired network, but Pad on Wi-Fi network, it is possible they are on two different networks in your company.

Please see Neat’s network and firewall requirements guide for further understanding of this topic.

A quick way to find out if you are in the same network is by finding the IP address and subnet mask of both Neat Pad (through the Pad settings) and Neat Bar (press the reset button once at the back of the Bar). If you are not familiar with IP addressing, please reach out to your Network administrator for confirmation, or email Neat’s technical support team at support@neat.no.

Neat Bar can be connected to one or two screens. When connecting to only one TV screen, you must connect the HDMI cable to the HDMI 1 port of the Neat Bar. The HDMI 2 port should be used for the additional screen.

Yes. The Neat Bar ships with a Neat Pad and both will need to be paired together to operate as a complete Zoom Room device.

When installing a Neat Bar with its dedicated Neat Pad, choose the setup: ‘Set up Neat Bar with controller’.

You can also buy additional Neat Pads to work as either extra Zoom Room Controller or Zoom Room Schedular (however, these do not need to be paired with a Neat Bar at the Neat level). If you are using the Neat Pad as an extra controller either for a Neat Bar/Neat Board or a 3rd party Zoom Room system, choose the setup ‘Add a controller’. To use Neat Pad as a Schedular, choose the ‘Add a schedular’ option.

The short answer is no. The Neat Board is a self-sufficient Zoom Room device with touch screen and all the setup can be done directly on your Neat Board, without the need of a Neat Pad. This is unlike a Neat Bar, which requires a Neat Pad to configure it.

However, you have the option to purchase Neat Pad(s), either as a Zoom Room Controller or a Zoom Room Schedular with a Neat Board. For example, you may have a large meeting room and do not want to walk to the Neat Board every time you want to join/leave/mute the meeting and instead would like to have a Neat Pad on a desk closer to your participants. You can then buy a Neat Pad and choose the setup ‘Add a controller’ to use with the Neat Board. Similarly, you can use the Neat Pad as a schedular for your meeting room as well.

Turn on Neat Pad and choose ‘Add controller’ to configure Neat Pad as a controller for any Zoom Room. Our setup wizard visually guides you through the simple steps for setup. From Neat Pad, you can sign in to your Zoom account or pair using a Zoom Room activation code. Within minutes you’ll be completely set up and ready for action.

For a step-by-step guide, see the article Neat Pad as a Controller for non-Neat Zoom Rooms

Turn on Neat Pad and choose ‘Add scheduling display’ to configure Neat Pad as a scheduler for any Zoom Room. Our setup wizard visually guides you through the simple steps for both setup and mounting. From Neat Pad, you can sign in to your Zoom account or pair using a Zoom activation code. Within minutes you’ll be completely set up and ready for action.

For a step-by-step guide, please see the article Using Neat Pad as a Scheduling Display for Zoom Rooms.

Detailed specifications for Neat Bar and Neat Pad can be found on our website on Neat Bar Specifications.

You can also find more information through the Explore the technology in Neat Bar interactive menu.

Detailed specifications for Neat Pad can be found on our website on Neat Pad Specifications.

You can also find more information through the Explore the technology interactive menu.

Detailed specifications for Neat Board can be found on our website on Neat Board Specifications.

You can also find more information through the Explore the technology in Neat Board interactive menu.

Support, warranty & returns

Neat will provide support for Neat devices running current released software version and the previous released software version.

  • By current released software, we mean software available through both ‘stable’ and ‘preview’ channels. Although, please note that the ‘preview’ channel software should be used for testing purposes only and not for wider production use.
  • By prior released software, we mean the last ‘stable’ software release before the current ‘stable’ was promoted.

If you have opted out of ‘Automatic updates’ on your Neat device (an option available from February 2021 release), you will become responsible for manually upgrading all your Neat devices using the Zoom Room administrator portal.

To ensure you can always get support from Neat’s technical team, please make sure you keep your devices on a supported software release. If you encounter an issue with older software (outside our support policy), when you reach out to us for technical support, we will ask you to upgrade to a supported software release first.

For any questions or concerns, or if you need Neat’s technical team, please email us at support@neat.no.

If you are experiencing issues specific to your Neat device, please reach out to us at support@neat.no. If the issue you are encountering is a Zoom-specific issue, then please reach out to Zoom team (you will need to raise Zoom support ticket with a Zoom administrator’s account).
If in doubt, you can contact us at support@neat.no and we can direct you to the right place!

Neat devices are sold with a 1-year warranty included. We also offer additional 1 or 2 year extended warranties at the time of purchase. Extended warranty prices are listed on neat.no.

View our complete warranty statement here.

You have a full 30 days to try out any Neat product risk-free. If you love it, keep it. If it’s not the right fit, we’ll gladly accept your return and credit you for the full amount of your order, including shipping upon receipt of the returned unit at our warehouse. For more information on Neat’s purchasing or return policies, email orders@neat.no.

Try Neat Bar and Neat Pad risk free for 30 days. If you love it, keep it. If it’s not the right fit, we’ll gladly accept your return and credit you for the full amount of your order, including standard ground shipping upon receipt of the returned unit at our warehouse. For more information on Neat Bar and Neat Pad purchasing or return policy, email orders@neat.no.

We want you to be satisfied with your purchase of Neat Board.  If for some reason it’s not the right fit, just return it within 30 days of purchase.  Neat will gladly accept your return and credit you the amount of your order minus a restocking fee of US$ 1000 which covers packing, transportation, and handling. For more information on Neat Board purchasing or return policy, email orders@neat.no