Known Issues - Neat Status Page
NEAT SYSTEM STATUS
Web App (app.neat.com): 
Mobile Apps:
Current reported known issues and statuses
Windows 11: Scanner Not Detected
Impact: Limited Impact - Windows 11 UsersStatus: Under investigation
Issue Description: Recently, we received reports that some Windows 11 users were suddenly not seeing their scanner in the Neat Desktop App. This has only affected a limited number of users on Windows 11.
Options: Many Windows 11 users have successfully resolved this scanner connection issue by carefully following the precise steps on this Help Center article: Scanner Not Detected in Windows 11
Windows 10: End of Support
Impact: Limited Impact - Windows 10 UsersStatus: Imminent - Windows 10 support ends October 14, 2025
Issue Description: Microsoft is ending support of Windows 10 on October 14, 2025. Windows 10 PCs will no longer receive security updates, feature updates, or technical support. Microsoft recommends updating to Windows 11. Neat users still using retired Neat software (Neat 5.7 and earlier) should immediately migrate to Neat online or export image data to PDF.
Options: For more details on all options see Windows 10 End of Support
Neat scan drivers display "waiting for scanner" in Mac OSes Ventura or Sonoma
Impact: Limited Impact - Only experienced by some usersStatus: Resolved
Issue Description: Neat scan drivers could not be installed in Mac OS Ventura or Sonoma. Users who previously had the drivers installed and then updated to Ventura or Sonoma also experience issues when trying to scan and will receive the message "waiting for scanner" but no scan actually occurs.
Resolution: Updated Mac drivers for Neat scanner model numbers ending in "1000" are now available for download here: https://support.neat.com/downloads/download-neat-scanner-drivers-for-windows-or-mac
Note: The updated drivers also work with Mac OS Sequoia.
Windows 11: Blank Scans in Neat Scan Utility
Impact: Limited Impact - Some Neat Scan Utility UsersStatus: Under investigation
Issue Description: This issue only occurs with the combination of Windows 11 with a Neat scanner and only when scanning with the Neat Scan Utility.
Options: The Neat scanner will scan without issue using Microsoft Paint or NAPS2. Those scans can then be imported into your Neat account so long as they are saved as one of the following file types: .PDF, .JPG, .TIF, .PNG, and .BMP.
API version “x.x.xxx” does not match the worker version “x.x.xx” Error
Impact: Limited Impact - Some Neat Cloud UsersStatus: Resolvable
Issue Description: After a recent app update, some Neat Cloud users may see the error message 'API version “x.x.xxx” does not match the worker version “x.x.xx”' when trying to view images. This issue is easily resolvable by clearing your browser's cache and then refreshing the Neat tab. For further details, see The API version does not match the Worker version.
Items Stuck Processing
Impact: Limited Impact - Only some users will experienceStatus: Resolution in progress
Issue Description: Some customers may experience issues with items that appear to be stuck in processing. Please visit this Help Center article for more information on this issue and for steps on how to clear items that are stuck processing.
Windows 11: Windows was unable to install your Neat scanner
Impact: Limited Impact - Neat scanner users on Windows 11.Status: Resolvable
Issue Description: A few users reported getting an error that "Windows was unable to install your Neat scanner" when installing or updating the Neat driver in Windows 11. Some older versions of Windows may need a 32-bit driver to work, but newer Windows operating systems will only work with a 64-bit driver. If you have Windows 11, please install the 64-bit driver for your Neat scanner available in the Neat Downloads page.
Some item images are not displayed in the webapp
Impact: Limited Impact - Some Neat Cloud UsersStatus: Resolved - you may need to clear the cache on your browser to see your images again.
Issue Description: Users on the most current versions of Chrome and Firefox may notice some items display a blank field instead of the item's image. This does not affect older versions of Chrome or Firefox. Using the Edge browser is recommended while this is being resolved. Downloading the item will also allow you to see the image.
Update: The Edge browser was initially unaffected but after the latest Edge update it was affected. With the issue now resolved, you may need to clear the cache on your browser to see your images again.
