Known Issues - Neat Status Page
NEAT SYSTEM STATUS
Current reported known issues and statuses
Auto-Capture is disabled in the Neat mobile appImpact: Limited Impact - Only experienced by mobile app users
Status: Resolved 12/2/2022
Issue Description: We have confirmed an issue with the mobile app while capturing images where auto-capture is disabled and cropping/rotating images will not work and may cause the app to crash. This is a temporary issue that will be fixed with an update expected to be released on December 2, 2022.
Resolution: A new release is now available which resolves this issue. Users should check their settings to verify they are on the new fixed version v1.0.37. Users on older versions will need to update the mobile app if they do not already have auto-update enabled. Once updated, users may need to manually toggle auto-capture back on.
Neat scan drivers are currently not compatible with Mac OS VenturaImpact: Limited Impact - Only experienced by some users
Status: Under investigation
Issue Description: Current Neat scan drivers cannot be installed in the newly released Mac OS Ventura. Users who already had the drivers installed and then updated to Ventura will also experience issues when trying to scan and will receive the message "waiting for scanner" but no scan actually occurs.
Options: While this is being investigated, alternative options include:
- Scan and upload images using the Neat mobile app
- Import image files directly into Neat
- Email items directly into Neat
- If available, use a third party TWAIN scanner with the Neat Scan Utility
Outlook, MailChimp, Google Contacts, Constant Contact, Campaign Monitor DisconnectedImpact: Limited Impact - Only experienced by some users
Status: Resolved 10/18/2022
Issue Description: A recent app update may cause contact integrations to become disconnected
Resolution: Customers affected by this will need to re-establish their connection with any app that is disconnected by clicking 'Connect' and re-entering their login credentials.
Mobile App Stuck LoadingImpact: Limited Impact - Only experienced by some users
Status: Resolved 9/9/2022
Issue Description: Some mobile app users saw the app was stuck on the loading screen at launch.
Our developers have released an update to the mobile app (v.1.0.33) which resolves this issue. The update is now available on Google Play and the App Store. Choose the one for your device below:
Items Stuck ProcessingImpact: 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 scannerImpact: Limited Impact - Neat scanner users on Windows 11.
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 webappImpact: 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” ErrorImpact: Limited Impact - Some Neat Cloud Users
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.