Connection troubleshooting
If Neo Video cannot find or connect to the server, work through these checks in order. If the server is missing from the list, try adding its address manually before changing any router settings.
Check these first
- Make sure the server computer is awake and the Neo Video icon is showing in the menu bar on Mac, or the system tray on Windows.
- Make sure the viewing device and the server computer are on the same Wi-Fi — not a guest network, and not cellular data.
- In the app, choose “Add Server” and type the “Address” and “Port” from the settings page. If only automatic discovery is blocked, this connects.
Common causes
- The viewing device and server are on different networks
- The app was denied the Local Network permission (iPhone / iPad)
- Neo Video Server is not running, or the computer is asleep
- A firewall is blocking incoming connections
- A shared folder is empty or unavailable on Mac
- The server never appears in the list automatically
- The saved address or port is no longer correct
- Two routers split the home into separate networks
- A VPN is active on the viewing device
- The address does not match the connection you are using
The viewing device and server are on different networks
Why it happens
The viewing device may be using cellular data, a guest Wi-Fi network, or Wi-Fi that prevents devices from communicating with one another. Different names for the 2.4 GHz and 5 GHz bands do not necessarily mean they are separate networks.
What to try
Connect both devices to the same home network. If they are already on the same network, add the server by address. If that also fails, check the router for a guest network, or for a setting that stops devices talking to each other.
The app was denied the Local Network permission (iPhone / iPad)
Why it happens
On first launch, iOS asks whether Neo Video may find and connect to devices on the local network. If access was denied, the app can neither discover nor connect to the server. iOS does not show the prompt again automatically.
What to try
On the iPhone or iPad, open Settings > Privacy & Security > Local Network and turn on access for Neo Video. Then reopen the app.
Neo Video Server is not running, or the computer is asleep
Why it happens
The app cannot connect while Neo Video Server is closed or the computer is asleep. The server prevents sleep during playback, but the computer must already be awake when the app connects.
What to try
On Mac, look for the Neo Video icon in the menu bar. On Windows, look in the system tray. If the icon is missing, start Neo Video Server. On macOS 26 or later, also check System Settings > Menu Bar — if Neo Video Server is turned off under “Allow in the Menu Bar”, the server can be running with no icon. To prevent this from happening again, enable “Start at login” in the server settings. And for a server you have connected to before, turning on Wake-on-LAN on that computer lets the app wake it from sleep when you connect.
A firewall is blocking incoming connections
Why it happens
On macOS, this can happen if incoming connections were denied when the system asked for permission. On Windows, the firewall may block device-to-device traffic when the network profile is set to Public.
What to try
On macOS, open System Settings > Network > Firewall and allow Neo Video Server. On Windows, allow Neo Video Server through Windows Firewall on Private networks. If this is your home network, also make sure its profile is set to Private.
A shared folder is empty or unavailable on Mac
Why it happens
The server is connected, but macOS has denied access to the folder. This commonly affects Documents, Desktop, and external drives.
What to try
Open System Settings > Privacy & Security > Files & Folders and enable the relevant access for Neo Video Server. Then restart the server and open the folder again.
The server never appears in the list automatically
Why it happens
Neo Video uses Bonjour to find servers automatically. Some routers and managed networks block Bonjour even though a manual connection still works.
What to try
Choose “Add Server” in the app and enter the “Address” and “Port” shown on the server settings page. If the manual connection also fails, continue with the firewall and network checks below.
The saved address or port is no longer correct
Why it happens
A computer's local IP address can change after the computer or router restarts. The default port is 9777, but it can be changed in the server settings.
What to try
Enter the current address and port shown on the Neo Video Server settings page. You do not need to configure port forwarding for use on your home network.
Two routers split the home into separate networks
Why it happens
The box your internet provider supplied and a separate Wi-Fi router may each create their own network. A computer connected to one cannot communicate with a phone or TV connected to the other.
What to try
Connect both devices to the same router. For a permanent fix, follow the router manufacturer's instructions to turn off the second router's own routing (bridge or access-point mode).
A VPN is active on the viewing device
Why it happens
Depending on its routing settings, a VPN may send local traffic into the tunnel or block access to other devices on the Wi-Fi network.
What to try
Turn off the VPN temporarily and try again. If that restores the connection, check the VPN's documentation for a setting that allows access to the local network.
The address does not match the connection you are using
Why it happens
The server settings may show several addresses. A Wi-Fi or Ethernet address is for devices on the home network; a VPN address is for devices connected through that VPN.
What to try
At home, use the Wi-Fi or Ethernet address. When connecting through a VPN, follow the remote-access guide and use the address assigned by that VPN.