NEOGEO ARCADE STICK PRO SUPPORT

Please consult this page when inquiring about support for the
NEOGEO ARCADE STICK PRO.

NEOGEO ARCADE STICK PROInstruction Manual

› NEOGEO ARCADE STICK PRO Instruction Manual（PDF 4.97MB）

■FAQ(Malfunction)

Num	FAQ	Solution
1	No screen after the device is connected to the screen	It is recommended that you check if power is being supplied to both the device and the screen. Please use a standard HDMI cable and make sure the HDMI cable is properly connected to the device and screen. It is recommended that you try to reconnect the power and restart the device.
2	Device stick/buttons do not seem to respond.	1. It is recommended that you check if power is being supplied. Please make sure the power connection is secure. It is recommended that you try to reconnect the power and restart the device. 2. If the above steps have been performed and the device still shows no response, then there may be a fault in the hardware.
3	The A/B/C/D (or start /select, etc.) buttons on the device do not work.	It is recommended that you check if power is being supplied. Please make sure the power connection is secure. It is recommended that you try to reconnect the power and restart the device.
4	Sparks shot out when plugging in my new device.	1. Please make sure the power connection is secure. 2. Please confirm that your power input interface accepts 5V rated voltage. 3. Please confirm that the device or power cord is submerged in liquid. 4. Please confirm that the power cord is specified for the NEOGEO Arcade Stick Pro. If you encounter difficulties in the first or second steps, please stop using the device immediately. It is recommended that you check if there is any fault in the power output line you are using. (Please pay attention to safety during the inspection process, or please contact a professional to assist you.) If steps 1-4 cause no problems, yet there is still sparking when plugged in, then please fill out the NEOGEO Arcade Stick Pro Service Request Form and send an email to Here. The staff will assist you with this problem.
4	My newly received device has a scratched surface.	Please confirm whether it affects the use of the device. Contact NEOGEO Arcade Stick Pro after-sales service center to request a new device replacement service. (Special note: according to the NEOGEO Arcade Stick Pro After-sales Service Request Form, some additional charges may be applied, and thus you may not be able to receive a replacement of the new device for free. It is recommended that you read the after-sales clause before you choose the after-sales service.)
5	Some parts of the device are found to be fragmented (or broken) (eg: body shell; A/B/C/D (start / select, etc.) buttons; joystick, etc.)	If you received your product new, but it has broken or fragmented parts, then please contact the retailer the device was bought at. They should be able to assist you during that time.
6	Liquid found its way into the device is no longer functioning properly. What should I do?	Please fill out the NEOGEO Arcade Stick Pro Service Request Form and send an email to Here. A staff member will assist you to confirm if the device can be restored to normal. (Special note: according to the NEOGEO Arcade Stick Pro After-sales Service Request Form, some additional charges may be applied, and thus you may not be able to receive a replacement of the new device for free. It is recommended that you read the after-sales clause before you choose the after-sales service.)
7	The device is very hot and does not seem to work properly.	For your health, it is recommended that you manage your game time reasonably and avoid long game play. If your device is running in a hot environment, it may cause the device to automatically restart or enter a crash state due to overheating. Please wait 24 hours, and after the device has reached the normal temperature, reconnect power to run the device. If the device still cannot startup after 24 hours of rest, please fill out the NEOGEO Arcade Stick Pro Service Request Form and send an email to Here. Staff will assist you from there.
8	The device's joysticks and buttons do not respond nor move freely. What should I do?	We suggest restarting the device by reconnecting the power.
9	The indicator light on the device does not light. What should I do?	it is recommended that you check if the power supply is connected. Please make sure the power connection is normal. It is recommended that you try to restart the device by reconnecting the power.
10	The buttons on the main body of the device can be used normally, but the joystick does not work. What should I do?	It is recommended that you try to restart the device by reconnecting the power. If you restart the device, and it still does not operate as normal, then please fill out the NEOGEO Arcade Stick Pro Service Request Form and send an email to Here. A staff member will assist you with the problem.
11	The device cannot be charged. What should I do?	NEOGEO Arcade Stick Pro This device has no battery setting and does not support charging functions.
12	Where can I view the controller's battery level?	NEOGEO Arcade Stick Pro This device is battery-free and does not support charging. You need to connect an external power supply to start the device.
13	There is no response after connecting to the TV with an HDMI cable.	First, please confirm that the HDMI cable you are using is in good condition. Secondly, please confirm that the TV you are connected to supports HDMI input. For correct HDMI connection instructions, please refer to the instruction manual of this product.
14	My TV does not support HDMI, so how can I play it in TV mode?	Unfortunately displays (monitors, TVs, etc.) must allow HDMI input to play in TV mode.
15	Can I display the screen on a monitor (TV, PC) without an HDMI port?	Unfortunately displays (monitors, TVs, etc.) must allow HDMI input to play in TV mode.
16	There is no HDMI port on the TV. Can I connect to a different port through an HDMI converter?	In order to better enjoy the high-definition transmission experience of the device, it is recommended that you try to connect to a display that supports HDMI output. Using a converter may affect your visual experience, and we cannot guarantee that the device will still function after using said converter.
17	Can I connect the NEOGEO Arcade Stick Pro to a laptop with an HDMI port of a TV to display the game screen?	Yes, the NEOGEO Arcade Stick Pro device supports connection to an imaging device that supports HDMI output.
18	Video and audio is not being relayed. What should I do?	Please confirm the following: 1 The initialization of the software in the device may fail during startup, so please turn off the power temporarily, connect the power again, and restart the device. 2 Please confirm that there is no problem with the HDMI cable used. 3 Please confirm that the connected TV and monitor support HDMI input. Also, regarding the sound, when connecting headphones or speakers, check the volume on the setting screen. If they are not connected, the sound will be output from the external monitor, so check the volume of the external monitor.
18	I had save data on the device, but they all disappeared when I chose to factory reset Is this a malfunction?	not a malfunction, restoring game data, is to restore the game data to a large original state (factory), so when the game is restored, it is impossible to retrieve the archived data.
19	The device was reset in the middle of a playthrough. Can I resume where I left off?	We are very sorry but the game data for that session has been overwritten cannot be recovered.
20	How do I factory reset the device?	Please select the setting icon in the initial interface of the game, enter the menu, select "Restore factory settings", select "Yes" to initialize the reset.
21	The device experiences slowdowns at times. What can I do to improve the experience?	Since the built-in games are relatively early development games, there will be occasional hiccups on the transmission. We have been working tirelessly on this issue and will continue to improve.
22	The stick does not work.	Please confirm that the stick is properly attached to its port. It is recommended that you reconnect; restart the device.
23	What should I do about software bugs?	Please fill out the NEOGEO Arcade Stick Pro Service Request Form and send an email to Here. A staff member will assist you with the problem.
24	No sound in Stick mode?	This device does not support audio output in Stick mode.
25	How do I adjust the headphone sound in the console mode?	When connecting headphones or speakers, check the volume on the setting screen. If they are not connected, the sound will be output from the external monitor, so check the volume of the external monitor.
26	No response after the product is powered on.	1. Please confirm that the mode switch position is correct. In the console mode, the mode switch position is ● 2. Please confirm whether the TYPE C power input interface is securely connected. It is recommended to use the supplied power cord. 3. When connecting HDMI, you may need to adjust the TV mode to HDMI mode.
27	What should I do if I cannot set the joystick button value when I connect to the PC platform?	Please confirm that the mode switch position and DP/LS mode selection are correct: 1. NEOGEO min+SNK NEOGEO Arcade Stick Pro (factory default mode) 2. PC1 mode (simulator, STEAM, combat, etc.) 3. PC2 mode is Android mode (mobile/tablet/smart TV, etc.) Remarks: In PC and Android mode, there are two modes, DP and LS. The default mode is DP. Press and hold the OPTIONS button to switch between the two modes. At the same time, the indicator flashes three times, indicating that the mode is successfully switched. In the NEOGOEO mini+NEOGEO Arcade Stick Pro mode, only the DP mode is enabled, and the switch is disabled. Is it correct: In PC mode, there are DP and LS modes, DP is the default mode. Pressing the OPTIONS button can switch between the two modes. The indicator flashes three times, indicating that the mode is successfully switched. ※In the NEOGEO Arcade Stick Pro /NEOGEO Arcade Stick Pro mode, only the DP mode is enabled, and the switching is invalid.
28	There is no response when switching to joystick mode after playing continuously with the stick in console mode.	Do not insert the main mode power cord and Stick mode cable at the same time. Do not use the joystick mode immediately after using it during console mode. It is recommended to turn off the power and wait for about three minutes before enabling the joystick mode.
29	There is no video signal.	Please perform the following steps: 1. Confirm the power light is on. If it is not lit, please confirm if the power cable is securely plugged into the device. 2. Confirm there are no problems when connecting the HDMI cable. (A standard HDMI cable will do.) 3. Confirm if the device is set to Console Mode. During this mode, the power light should shine blue. If the light is green, then it is not set to Console Mode.
30	Joystick mode cannot be used.	Please perform the following steps: 1. Confirm the power light is on. If it is not lit, please confirm if the power cable is securely plugged into the device. 2. Confirm the device is set to Joystick Mode. During this mode, the power light should shine green. 3. Please confirm that the device is set to the correct platform by checking the platform switch position (DP/LS Mode). *PC mode has two modes called DP and LS respectively. DP is the default (factory settings) mode. You can switch between DP and LS modes by pressing the Options button. Holding the Options button down allows one to switch between DP and LS modes. You will know the mode has changed when the power light flashes 3 times.
31	Console mode cannot be used.	Please perform the following steps: 1. Confirm the power light is on. If it is not lit, please confirm if the power cable is securely plugged into the device. 2. Confirm there are no problems when connecting the HDMI cable. (A standard HDMI cable will do.) 3. Confirm if the device is set to Console Mode. During this mode, the power light should shine blue.
32	Buttons will not respond.	Please perform the following steps: 1. Confirm the power light is on. If it is not lit, please confirm if the power cable is securely plugged into the device. Additionally, it is recommended to unplug the power cable and to re-insert it to restart the device. 2. Confirm the device is set to the appropriate switch. The device will not respond if it is plugged into a PC while still on Console Mode. 3. If by following the aforementioned steps the screen turns on but the buttons still do not respond, there is a possibility that the device is damaged.

For further support, please send an email to the NEOGEO Arcade Stick Pro Service Center: Here

› NEOGEO Arcade Stick Pro Service Form（xlsx 98KB）

■FAQ(Repair)

Num	Questions	Solution
1	Though still during its warranty period, how can I send the device in for repairs and/or replacement when I can't determine where or when it was purchased?	Please use the following information to determine whether your product can receive free repair services: 1. A sales receipt is required. Please confirm that there is a complete 12-digit product code near the bottom of the receipt. Both the receipt and the 12-digit product code are essential for repairs. 2. If the above two items are not available, you will not be able to receive a free repair service. 3. If you still need repair service, we recommend that you describe the product failure in detail and send an email to Here. The NEOGEO Arcade Stick Pro Service Center will respond to your problem shortly.
2	Will there be paid repairs during the warranty period?	Please use the following information to determine whether your product can receive free repair services: 1. The NEOGEO Arcade Stick Pro warranty period is 1 year (the warranty period will be based on the date shown on the sales document, and the warranty period will be one year from the next day). If the product quality is faulty, we will provide a repair service free of charge. 2. If it is a not under warranty, then the product will not be accepted for repairs/replacement.
3	Can I send it in for repairs without a product code?	In order to receive the free repair service, you must provide both the sales voucher + full 12-digit product code. If both items cannot be provided, then unfortunately the repair service will not be available.
4	When purchasing a product, we have ordered the dealer's own warranty service, such as an extended warranty. If the repaired product is sent directly to the NEOGEO Arcade Stick Pro Service Center, is it applicable to the dealer's original warranty?	NEOGEO Arcade Stick Pro Service Center cannot accept this additional service. The dealer's own promised extended warranty service requires the dealer to provide you with services.
5	Will the data stored in the main body and software still exist even if it is sent in for repair?	During the product repair process, the original archive data in the product may be lost, and the lost data will not be able to be recovered.
6	Please tell me how long repair time takes.	For specific repair times, we suggest you send an email to Here. A NEOGEO Arcade Stick Pro Service Center staff member will reply to the time required to complete your repair service estimate.
7	Is there any situation that cannot be repaired?	We may refuse to repair if: 1. Faults and damage caused by disassembly and modification (including software) or improper repair. 2. The product code sticker is missing, or there are traces of it tearing off. 3. The damage is serious. It is judged by the company that it is difficult to maintain the original function even if it is repaired. 4. Failure and damage caused by use outside of general household use (commercial use, etc.). 5. The company judges that the repaired product does not meet the replacement or repair.
7	I want to know the shipping cost of the repaired items.	Please use the following information to determine whether your product can receive free repair services: 1. If your product is under warranty and meets the warranty requirements (including customer paid repair items). Shipping costs for the package sent to the NEOGEO Arcade Stick Pro Service Center will have to be paid by the sender. The sales-center will return the device after the repair is completed with the return shipping costs covered. 2. If the product is not under warranty, or if there is no complete 12-digit product code, or if the sales certificate cannot be provided, the repair and replacement service cannot be performed.
8	I want to know how to pack the device when I sent it in for repairs.	In order to avoid secondary damage during transportation, it is recommended that you avoid using envelope packaging. Please use cushioning material and put it into a suitable cardboard box. Reminder: Repair items and buffer materials (which we judge as buffer materials) outside the transport box will be discarded when unpacking.

1. The NEOGEO Arcade Stick Pro has a manufacture warranty period of 1 year which begins the day after purchase. (Specifically, the day after the date written on the receipt.)
2. The 12-digit product code printed underneath the device is a unique identification code for confirming the product's authenticity and subsequent maintenance records.
3.For further support, please send an email to the NEOGEO Arcade Stick Pro Service Center: Here