Troubleshooting the NEOOS®11

Before sending your NEOOS®11 in for inspection or repair, please go through the following troubleshooting steps.

📦 Important Note:

• Return shipping is covered if the issue is not caused by user error.

• If the issue turns out to be user-caused, the return shipping label may be charged to you.

• If no issue is found with your device, we reserve the right to charge:

  • For the return shipping label,

  • A service fee, and

  • Return shipping of your device.

🔧 Basic Troubleshooting Steps

1. 🔁 Reset the NEOOS®11

Perform a full reset of your device.
👉 🔁 How to Reset Your NEOOS® Device

2. 💻 Install the Latest Software Update

Make sure your NEOOS®11 is up to date.
👉 How to Perform a Software Update on Your NEOOS®11

3. 💡 Check Display Brightness

The display might just be too dim.
👉 💡 Is My NEOOS®11 Defective or Do I Just Need to Adjust the Brightness?

4. 🔌 Charging Issues

If your device won’t charge properly, follow the instructions here:
👉How to Properly Charge Your NEOOS®11
If the issue persists, proceed to Step 11 below.

5. 💾 PC Doesn’t Recognize the NEOOS® Player

If one or both players aren’t detected by your computer:
👉 What to Do if Your Computer Does Not Recognize the NEOOS®11 Player?

6. 🔋 Battery Drains Too Quickly

To conserve battery:

• Turn off your NEOOS® when not in use. 👉 How to Turn the NEOOS®11 On or Off
  👉🔋 What to Do if the Battery Life is Not Reaching Expectations?

• If the issue continues, see Step 11.

7. 🔇 Files Aren’t Audible

If you can’t hear subliminal or uploaded files:
👉 What to Do if I Cannot Hear My File on the NEOOS®?
(Note: Subliminal files are not meant for active listening.)

8. 📶 No Signal from Transmitters

If the vibration transmitters aren’t showing activity:
👉 What to do if the link indicator stays red?

9. 🎵 Files Won’t Play

If your NEOOS® won’t play any files:
👉 Why Aren't My Files Playing on the NEOOS®?

10. 🧹 Not Enough Storage Space

If you run out of storage:
👉 My NEOOS® Does Not Have Enough Free Storage Space

11. 🧊 Device Freezes or Can’t Be Operated (Also for Charging Problems)

There may be an issue with the Nature Sound mp3 file, especially on older devices. Here’s how to fix it:

✅ Step-by-step fix:

1. Delete the current Nature Sound mp3 from Player 1.

2. Replace it with the updated version of the file (provided at the bottom of the help article). 👉 How do I upload files to the NEOOS®?

3. Delete and re-copy your FNPLY® file (English or Spanish) onto Player 2, if used.

4. Restart your NEOOS®. 👉 How to Turn the NEOOS®11 On or Off

⚠️ Additional Tips:

• Avoid long file names: Max 30 characters.

• No special characters in file names (hyphens - and underscores _ are okay).

• Too many files can slow down or freeze the device.

  • Delete unneeded files.

  • In doubt, remove all, then only re-upload the essentials.