Troubleshooting

Preliminary documentation. This product is in pre-launch preview; specifications and commands may change before shipping.

The screen moves too often

Widen the dead-band and add delay, from the base button (hold 1 s, then press twice) or through the serial API:

{"cmd": "tracking", "deadband_mm": 70, "delay_s": 6}

The arm doesn't follow me

• Check that the sensor ring is white or blue, not off. Off means follow mode is disabled — press the base button once.
• The sensor works between 0.4 and 1.2 m. Sitting further back, or strong sunlight directly on the sensor, stops tracking.
• Clean the sensor window with a dry cloth.

Clicking or grinding noise

• A single click when movement starts is the brake releasing — normal.
• Continuous grinding usually means the monitor is heavier than the balance setting. Hold the base button for 3 s to re-run the balance check.

The monitor sags slowly

The monitor exceeds the variant's limit (9 kg Standard, 15 kg Heavy-Duty), or the VESA screws are loose. Weigh the monitor without its stand.

The arm stopped and the ring flashes amber

The arm met resistance and backed off 10 mm. Remove the obstruction and press the base button to resume. If it happens with nothing in the way, sending {"cmd": "status"} will show "error": "overload"; re-run the balance check.

Still stuck?

Email service@nenpower.com with your order number and the output of {"cmd": "status"}.