---
title: ๐ ๏ธ Smart Pod Troubleshooting Guide - Quick Reference Guide
description: Navitas Safety Help Centre
---
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1. [Navitas Safety Help Centre](https://info.navitassafety.com/en/helpcentre?hsLang=en)
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# ๐ ๏ธ Smart Pod Troubleshooting Guide - Quick Reference Guide
## This guide outlines how to identify and resolve common Smart Pod issues.
## **โ
Prerequisites**
Before troubleshooting, make sure:
- **The Hub and the Pod(s) are a suitable distance from each other.** Your Hub needs to be within range of your Pods, in a central location, especially if your Pods are set up in appliances that are across more than one room.
- **Your Wi-Fi connection is stable.**
- **The Pod(s) EUI codes are entered onto the DFS Platform (Under Appliances) correctly.**
- *Top Tip: All Pod EUI codes use the number '0' and not the letter 'O'.*
โ
## ๐จ Common Issues & Fixes
#### ๐ก Smart Pod Showing Offline
**Symptoms:** On the DFS dashboard, the appliance widget displays in grey as โDevice Offlineโ
**Cause:** Smart Pod has disconnected from the Hub and is no longer reporting temperatures to the platform.
**Fix:**
- Once all of the Hubs are online and suitably positioned, we can get the Pods connected.
- Check the **DFS dashboard** to confirm how many devices are offline
- If **all devices** are offline, this may indicate an **internet connectivity issue to the Hub** โ refer to the *Hub Troubleshooting Guide*
- If **only some devices** are offline, follow these reconnection steps:
- Take the Pod near the Hub
- **Check the Pod is unlocked:** 3 quick presses until a single green light appears
- **Connect to the Hub:** 5-second hold โ look for 4 green flashes followed by a long green. Wait 10 seconds, then do a quick press to send temperature
- If unsuccessful, try: quick press + **12-second hold** โ same sequence, but this **will delete all stored temperatures**
- Still not working? Power off the Pod with **5 quick presses** (watch for a long red light), then retry previous steps
- If no LED lights appear, contact Support for further assistance or replacement
### โ ๏ธ Physical Damage (e.g. Pod case broken)
**Fix:**
- Do not attempt repair
- Contact Support immediately
### ๐ Contacting Support: What to Provide
When reaching out, please include the following details to help resolve your issue efficiently:
- โ
**Smart Pod EUI Code** (on back of the device)
- ๐งพ **Brief Description** of the issue and background (e.g. error type, history of fault)
- ๐ **Date & Time** the issue occurred
- ๐ง **Troubleshooting Steps Already Tried**
- ๐ธ **Screenshots or Photos** showing the issue
๐ค **Company and Contact Name**
- [Navitas Digital Food Safety](https://info.navitassafety.com/en/helpcentre/navitas-digital-food-safety?hsLang=en#main-content)
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- [DFS Hardware General & Setup](https://info.navitassafety.com/en/helpcentre/navitas-digital-food-safety?hsLang=en#dfs-hardware-general-setup)
- [DFS Hardware Hubs & Appliance Pods](https://info.navitassafety.com/en/helpcentre/navitas-digital-food-safety?hsLang=en#dfs-hardware-hubs-appliance-pods)
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