--- title: "Fault Finding Guide: Neat Tablet Unresponsive" description: Neat pad unresponsive --- [Skip to content](https://service.spor-group.com/sportal/fault-finding-guide-neat-tablet-unresponsive#main-content) English - United Kingdom Show submenu for translations [More support](https://service.spor-group.com/sportal/kb-tickets/new?hsLang=en-gb) [Customer Portal](https://service.spor-group.com/tickets?hsLang=en-gb) [![Untitled design (1)](https://service.spor-group.com/hs-fs/hubfs/Untitled%20design%20(1).png?width=80&height=80&name=Untitled%20design%20(1).png)](https://www.wearespor.com/) Open main navigation Close main navigation - English - United Kingdom Show submenu for translations - [More support](https://service.spor-group.com/sportal/kb-tickets/new) - [Customer Portal](https://service.spor-group.com/tickets) - [See Our Pricing](https://app.priceguide.ai/estimator/recGXDMSCiHBft2hE) [See Our Pricing](https://app.priceguide.ai/estimator/recGXDMSCiHBft2hE) How can we help you? - There are no suggestions because the search field is empty. 1. [SPOR Group Knowledge Base](https://service.spor-group.com/sportal?hsLang=en-gb) 2. [Troubleshooting](https://service.spor-group.com/sportal/troubleshooting?hsLang=en-gb) # Fault Finding Guide: Neat Tablet Unresponsive ## The Neat pad is not responding. Goal: Resolve at Tier 1 before escalating to Tier 2 SLA. #### Step 1: Visual Inspection Before touching anything, have a look at the physical state of the device. - Is the screen completely black, or is there a frozen image/error message displayed? - Are there any visible damage, loose cables, or signs the unit has been knocked or tampered with? - Check the mounting bracket — is the tablet seated correctly and making proper contact with its base? > **Note:** Neat Tablets receive both power and data via a single PoE+ (Power over Ethernet) connection through the mount. A loose or damaged mount is a common culprit. --- #### Step 2: Check the Network Switch / PoE Port The Neat Tablet is powered by PoE+, so the switch port is your first logical checkpoint. - Log into your network switch and locate the port serving your room. - Check the port status — is it showing as **up/active**? - Confirm the port is delivering **PoE+ (802.3at)** — standard PoE (802.3af) is insufficient for Neat devices - Check for any port error counters (CRC errors, flapping, shutdowns) - Try **bouncing the port** (disable, wait 10 seconds, re-enable) If the port was showing as down or errored, this is likely your fix. Monitor for a minute or two and check if the tablet powers back on. --- #### Step 3: Physical Reboot If the port bounce didn't resolve it: - **Unplug the ethernet cable** from the back of the Neat mounting base - Wait **30 seconds** — don't rush this - Plug it back in firmly - Allow up to **2–3 minutes** for the tablet to fully boot A hard power cycle clears most transient firmware or connectivity hangs. --- #### Step 4: Check the Neat Bar / Compute Unit The Neat Tablet doesn't operate independently — it's tethered to either a **Neat Bar** or **Neat Pad** compute unit inside the room. - Is the compute unit inside the room powered on and showing a healthy status? - Check the cable running between the Neat Bar and the tablet mount — is it intact and properly seated at both ends? - If the Neat Bar itself is offline or in an error state, the tablet will also fail > Resolving the compute unit first will often bring the tablet back automatically. --- #### Step 5: Check Neat Device Management (if applicable) If your organisation uses **Neat Pulse** or a third-party RMM/monitoring platform (such as SPORTrack) - Check the device status for your room — is it showing offline, degraded, or in an error state? - Review any recent alerts or connectivity drops with timestamps - Check whether the issue coincides with a broader network event or outage window This step can save significant diagnostic time and may indicate whether this is an isolated fault or part of a wider issue. --- #### Step 6: Check for Pending Firmware Updates A tablet stuck mid-update will appear unresponsive. - If you have access to the admin portal or Neat Pulse, check the firmware status for this device - If an update is shown as in-progress or failed, allow additional time or attempt to trigger a re-push of the firmware --- #### Step 7: Factory Reset (Last Resort Before Escalation) Only attempt this if all above steps have failed and you have confirmed the hardware and network are healthy. - A factory reset on a Neat Tablet will wipe its local configuration and require re-pairing with the compute unit - This should only be done if you have the room configuration details available to restore it afterwards - Consult your deployment documentation or admin before proceeding --- #### Escalation Checklist — Before Raising Tier 2 Before escalating, make sure you can answer the following: - Switch port status confirmed (up/down, PoE+ verified)? - Port bounce attempted? - Physical power cycle completed? - Neat Bar / compute unit status checked? - Device management platform checked for alerts? - Firmware status reviewed? - Any recent changes to the network, room, or device noted? Include all of this in your Tier 2 ticket. The more context you provide, the faster the escalation gets resolved. --- #### When to Escalate Immediately Skip straight to Tier 2 if: - The Neat Bar itself is unresponsive and a reboot hasn't resolved it - There is visible physical damage to the tablet or cabling - Multiple rooms are affected simultaneously (network-level issue) - The device has disappeared entirely from the management platform Need more help on this issue? 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