The only supported recovery is a manual firmware update via USB, which resets all settings and lets you set a new PIN in the startup wizard.
Prerequisites
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A USB stick (8–32 GB recommended) formatted to FAT32.
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Latest compatible Neo firmware image and its readme from the official firmware tool.
Download the latest i3CONNECT display firmware (USB)
Open the accompanying readme and confirm the procedure for your exact model:
55” inch: CN-55X04, 65” inch: CN-65X04, 75” inch: CN-75X04, or 86” inch: CN-86X04. -
Physical access to the Neo’s side USB 2.0 (Storage) port.
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Capture important information:
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Network login password and Wi‑Fi SSID to ease post-reset setup.
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Sphere registration information: you will need to re-register after reset.
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Custom HDMI names, wallpapers, USB security mode, timers, audio settings, etc.
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Warning: A manual (USB) firmware update resets the Neo to factory defaults. Back up what you can before proceeding. Interrupting power during update may corrupt the device.
Instructions
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Start the local firmware update on Neo using the instructions included with the firmware downloaded in the prerequisites.
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After reboot, the startup wizard appears. Follow the prompts to select language, network, and preferences.
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Re-register Sphere: open the Sphere app or settings page to obtain a new registration code and link the screen again.
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When asked, set a new Settings PIN code. Store it securely in your organisation’s password manager.
Best practice: Use a unique PIN, record it in a central secure vault, and restrict access to designated admins only.
Troubleshooting
Update does not start: Ensure the firmware file is on the root of the USB stick, the stick is FAT32, and you are using the USB 2.0 (Storage) port. Try another USB stick if needed.