Fixes for the most common Neat Pad Pro problems, from the quickest checks to when to contact Neat. Start at the top: most issues are a setting, a cable or firmware.
What the Pad Pro has
Check the problem against what this model actually has:
- Display: 10.1-inch touch screen, 1920 x 1200, 16:10
- Microphones: Two integrated microphones
- Network: Ethernet 2.5 Gbps (PoE), Wi-Fi 6E
- Power: IEEE 802.3af PoE, Class 0
- In the box: Neat Pad Pro, multi-bracket (wall mount and table stand), cable lock, hex key 2 mm, Ethernet cable (3 m) and warranty book
Quick checks
- Restart it: unplug the network cable for 30 seconds, then reconnect.
- Reconnect the cables, using the ones that came in the box.
- Update the firmware. How
Controller says 'Not paired' or can't find the room system
- Check the Pad Pro and the Bar Pro, Board Pro and others are on the same network subnet.
- Re-run pairing from the controller's settings; keep it within about 10 m during Bluetooth-assisted pairing.
- Update both devices to current firmware; pairing needs matching versions.
- Restart both devices.
Touchscreen unresponsive
- Clean the screen with a dry microfiber cloth.
- Restart it by unplugging the network cable for 30 seconds.
- Update the firmware.
Keeps disconnecting or drops out
- Use wired Ethernet rather than Wi-Fi, and check the switch port for errors.
- Update firmware.
Won't turn on
- Check the switch port supplies PoE (802.3af) and has enough power budget left.
- Try a known-good cable and a PoE injector to rule out the switch.
- If it starts and then restarts, the port may not supply enough power.
Still not working? Factory reset
A reset is the last step, because it clears settings. How to factory reset the Pad Pro
When to contact Neat
If none of this works, the device may need warranty service (Neat warranty: one (1) year limited warranty from the date of original purchase, unless extended coverage was purchased). Open a case on Neat support. Bought from us? Contact us and we'll help with the claim.
More Pad Pro guides
- Pad Pro buyer's guide: specs and price
- Pad Pro: setup guide
- Pad Pro: mounting and placement
- Pad Pro: Teams, Zoom and Google Meet
- Pad Pro: price and total room cost
- Pad Pro: full specs
- Pad Pro: alternatives compared
- Pad Pro: accessories
- Pad Pro: factory reset
- All Neat touch controllers compared
Related guides
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