What to do if you've been enjoying your neon light for some time and it stops working (but the glass tube is not broken).

First Things to Check

Look closely for cracks or breaks in the glass tube, including the black painted areas. As long as the glass in still intact the neon gas is sealed in and should light up. If you find a crack see this article. 

Make sure the parts are connected properly. The glass tube should be inserted into the base correct (tabs secured in place) and the design is facing the right way (the screws on the black plastic insert facing the back of the base where the plug connects into). Check to make sure the adapter plug is inserted correctly into the base and power outlet.

Check your outlets. Use only the 12V DC adapter that came with your neon lights. If you use a power bar with a lot of plugs, try connecting directly into a wall power outlet.

If you see any amount of light, please read this article here - Partially Lit Neon Light

Replacement Base Request

If you confirmed troubleshooting did not work, and your neon light does not light up at all and there are no cracks in the glass, likely the issue is with the base. The desk lights are designed to be low voltage, each base has simple limits to power output, and just enough to power your light. If the base faults due to inadequate power supply, it will stop working completely for safety reasons.

If you have several neon lights and swapped the base, it is possible that one base from a different model will not be able to power an alternative design. Some designs have more glass tubing than others. Other reasons could be unpredictable power surge from too many electronics plugged into power bars, or poor connection of parts. Real neon lights are gas discharge lamps and sensitive to proper power supply. 

Please contact us to request a replacement base, follow these steps below:

1. Contact us (click here for a new window) and open a support ticket
2. Select "Replacement" then "Parts & Accessories" from the drop-down menus
3. Fill out the contact form and indicate in the message what happened, that you have checked all of the above requirements, and request a base replacement
4. When you receive the auto-response after submitting the ticket, reply to the email with photos of the batch label on the bottom of the base for a quicker resolution

See more information on our 12 Month Warranty here.