Known Issues - Neat Status Page

NEAT SYSTEM STATUS

Web App (app.neat.com):
Mobile Apps:

 

Current reported known issues and statuses

Application error: a client-side exception has occurred.

Impact: Limited Impact - Only some users with an Automated Insights or Books plan. The majority of Neat users will remain unaffected.
Issue Description: A small number of users got the following error upon logging in at app.neat.com:
Application error: a client-side exception has occurred (see the browser console for more information).
Status: Resolved
Resolved via an automatic update on Monday, February 12, 2024.
(Note: Some users may need to clear their browser's cache to facilitate the update.)

White screen is displayed when launching the Neat Scan Utility

Impact: Limited Impact - Only experienced by scan utility users
Issue Description: When launched, the Neat Scan Utility will open to a blank, white screen with no options available.
Status: Resolved
An updated version of the Neat Scan Utility (NSU) is now available! Simply install the new version on top of the old. Click your OS logo below to download and install the updated version.



MacOS Download (Intel CPUs)

Mac M1 (Apple Silicon) Download

Still having issues with the Neat Scan Utility? Click here for previous workaround options.



'Network Error' when emailing items from Neat

Impact: Limited Impact - The sending of any emails via Neat including item sharing (via email) is temporarily unavailable.
Status: Resolved


"Request error" or "You do not have authorization to perform this request"

Impact: Limited Impact - Only experienced by some users
Status: Under investigation
Issue Description: Some users are reporting a 'Request error' or 'Authorization error' when using Neat after a recent update. While this is being investigated, most customers were able to resolve their issue by clearing their cache or using Neat in an incogito window.

If this issue persists after trying these steps, then please open a case here and a support representative will follow up with you as soon as possible.

Neat scan drivers display "waiting for scanner" in Mac OSes Ventura or Sonoma

Impact: Limited Impact - Only experienced by some users
Status: Under investigation
Issue Description: Current Neat scan drivers cannot be installed in Ventura and the newly released Mac OS Sonoma. Users who already had the drivers installed and then updated to Ventura or Sonoma will also experience issues when trying to scan and will receive the message "waiting for scanner" but no scan actually occurs.
Options: Alternative options include:
Please Note: All Neat scanners are 5+ years out of warranty and even further from the date of manufacture. As a courtesy, Neat provided updated drivers for certain model Neat scanners on our website for years, however, due to reported complications with OS Ventura and Sonoma, we we are currently investigating options for updated Mac drivers for Neat scanners.


Items Stuck Processing

Impact: Limited Impact - Only some users will experience
Status: 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 Users
Status: 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.

API version “x.x.xxx” does not match the worker version “x.x.xx” Error

Impact: Limited Impact - Some Neat Cloud Users
Status: 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.


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