When is a Smart Pod offline?
Your Pods may go offline for a variety of reasons, some of which you can often diagnose and resolve yourself before you begin a conversation with our support team. We will cover the following basic checks in this article which may lead to you getting your Pods back online yourself:
You will typically receive notification when your Pod is offline via email or else the appliance will show as below on your dashboard:
If you do not receive email notifications when your Pod is offline, please contact our support team.
Pod button sequences
A. Black/orange Pod
Function | Button sequence | LED confirmation |
Turning on/connecting the to the Hub | Press and hold for 5 seconds. | The LED will flash GREEN 4 times when the button is released. A few seconds later the GREEN LED will light up for the 5th time for at least 5 seconds indicating the join is successful.
If it flashes RED it has not joined the Hub network - check the hub is online and try again.
If still unsuccessful, follow the 'Resetting the Pod' sequence as below. |
Sending a test temperature reading (once connected) | Press the button once for less than 1 second. | The LED will flash GREEN for less than a second indicating the temperature has been sent to the hub.
The LED will flash RED 3 times if the hub has not joined the hub network yet. |
Resetting the Pod | Note: this method will delete all temperatures that have been stored in the Pod.
Sequence is a short half second press followed by a long 12 second press.
You can do a final short press to send a temperature (not essential). | The LED will illuminate RED initially when the button is held for 10 seconds - keep holding a further 2 seconds before letting go and the LED will then flash GREEN 4 times when the button is released.
A few seconds later the GREEN LED will light up for the 5th time for at least 5 seconds indicating the join is successful. The pod has now been Reset. |
Locking/unlocking the pod | Press the button 3 times in a row. | The LED will flash RED once when locked.
The LED will flash GREEN once when unlocked. |
Turning off the pod | Press the button 5 times in a row. | The LED will illuminate RED for 5 seconds when powered off. |
Invalid pattern entered |
| If the user enters an invalid pattern the device will flash Red-GREEN -Red-GREEN very quickly. |
B. White Pod
Function | Button sequence | LED confirmation |
Turning on the Pod | Press and hold the blue ACT button (on base of unit) for 5 seconds. | The GREEN LED will blink 5 times, followed by a RED LED, indicating the device is starting to join the Hub network. The GREEN LED will then come on and stay on for 5 seconds once it has joined the Hub network before it goes blank. A few seconds later the GREEN LED will just flash for 1 second.
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Sending a test temperature reading | Press and hold the ACT button (on base of unit) for 1-3 seconds. | The GREEN LED will blink 5 times, followed by a RED LED, indicating the device is starting to join the Hub network. The GREEN LED will then come on and stay on for 5 seconds once it has joined the Hub network before it goes blank. A few seconds later the GREEN LED will just flash for 1 second.
If the pod has an external sensor connected, the BLUE LED will blink once instead of the RED one. |
Turning off the pod | Press the ACT button 5 times. | The RED LED will stay on for 5 seconds which means the Pod has entered Deep Sleep Mode (off). |
1. Your Pod has a poor signal
If your Pod has previously been online, as instructed in Pod section of the Digital Food Safety Hardware Setup guide and you find that the Pod is going offline for periods and coming back online, please ensure that:
The Pod is at a reasonable distance from the Hub - similar to other Pods which are always showing online.
The Pod has not been moved somewhere else unwittingly.
There are no signs of damage to the Pod.
2. Your Pod is faulty
In most cases, addressing the above points and getting the correct button sequences outlined will lead to you rectifying any offline Pod issue, but if you see the below you may have a defective Pod:
No LEDs on the Pod with any button sequences pressed.
Extremely high temperatures.
Please open a live chat with our support team if this is the case.
3. Your Hub is powered off (if all Pods are offline)
Your Hub should at the very least be displaying a red LED by the power icon AND a red LED for the Globe icon as below:
If your Hub DOES NOT show both these LEDs, please ensure:
The supplied power supply is connected and switched on at the wall.
The supplied power supply is not damaged at the connectors or cable.
The power socket is in known good working order.
The USB power socket on the Hub is not loose.
The Hub is not physically damaged.
4. Your Hub has no internet
When your Hub has a stable internet connection (whether connected via WIFI or ethernet), it should show a solid blue LED for the GLOBE icon as below:
If your Hub DOES NOT have a SOLID blue LED for the GLOBE icon, please ensure:
You have followed the Hub section of the Digital Food Safety Hardware Setup guide.
Your internet router or WIFI access point that the Hub is connected to is powered on.
Your Hub is within reasonable proximity to the internet router or WIFI access point that the Hub is connected to.
You are definitely connected to the correct network, typically one used for your other business devices such as laptop, tablets, phones etc.
Your internet is currently working with other devices.
If connected via ethernet, the cable is not damaged at the connectors or wire (replace if in any doubt).
Your internet service provider or network firewall is not blocking the Hub (speak to our support team for further checks and guidance on this).
In all cases outlined, if you have no success, please speak to our support team further.