Network and firewall requirements for Neat devices can be found here: https://support.neat.no/article/network-and-firewall-requirements-for-neat/

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

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You can raise a ticket with Neat Technical Support team by following methods:

• Neat Pulse: Using Neat Pulse: Click on your device -> Select the More icon -> ‘Open support ticket’ (this field will auto-fill some urgent information about your device)
• Email: support@neat.no
• Post-sales technical support contact form: https://neat.no/contact/?f=post-sales-technical-support

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.

For the full article, please see the How to Get Help from Neat Technical Support

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If you need to replace a device, avoid simply powering down the defective device as this could cause future sign-in issues. To replace a device, firstly:

• Sign out of the device or remove it from Neat Pulse.
  • If the defective device is “dead”, then perform a factory reset by pressing and holding down the reset button for 10 seconds then remove it from Neat Pulse.
  • If these are Microsoft Teams devices, then we recommend clearing/deleting old sign-in instances before trying to sign back in with the new devices.
• Once you have signed out / removed the defective device from Pulse you can power it down.
• Replace the defective device following the steps in the appropriate How to set up article.

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