Troubleshooting - Support

Technical support

You can hardware factory reset a Neat device by pressing and holding the reset button on the back of the device for longer than 10 seconds.
More information about performing a factory reset can be found here: https://support.neat.no/article/how-to-factory-reset-a-neat-device/

You can reach out to us through the following way:

  • Email our support desk at support@neat.no
  • Filling out the post-sales contact from here: https://neat.no/contact/?f=post-sales-technical-support
  • Send a bug report from Pulse management platform

Please make sure you include the serial number of your device, description of the problem, any troubleshooting you have undertaken and logs from your device.

More information about gathering logs from your Neat device can be found in the following support article: How to Download logs

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, you will become responsible for manually upgrading all your Neat devices using the Zoom Room or Microsoft Teams 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.

Warranty & returns

Neat devices are sold with a 1-year warranty included. For additional support, please contact your reseller to find out more about our Pulse plans.
A brief overview of Pulse plans can be found here: https://neat.no/pulse/#plans

View our complete warranty statements here: