---
title: 🛠️ Smart Probe 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)
2. [Navitas Digital Food Safety](https://info.navitassafety.com/en/helpcentre/navitas-digital-food-safety?hsLang=en)
3. [DFS Hardware Smart Probe](https://info.navitassafety.com/en/helpcentre/navitas-digital-food-safety?hsLang=en#dfs-hardware-smart-probe)

# 🛠️ Smart Probe Troubleshooting Guide - Quick Reference Guide

## This guide outlines how to identify and fix common Smart Probe issues.

## ✅ Prerequisites

Before troubleshooting, make sure:

- The Probe is fully updated by opening Settings \> Check for Updates
- Your Wi-Fi connection is stable.
- You're logged into the Smart Probe. If you can see anything other than the login screen, you should be logged in.

## 🚨 Common Issues & Fixes

#### 📤 Transfer Error / Red Cloud Icon

- **Symptoms:** Error message with red cloud icon in top right of the screen stating ‘Transfer failed. Items not sent:’
- **Cause:** Probe wasn’t synced before readings were taken, usually due to edited, deleted, or inactive data like food items, staff, suppliers, or services.
- **Fix:**

1. Contact Support and provide: Probe serial number + number of unsent readings.
2. Support will guide you on how to remove failed transfers (note: readings will be discarded).
3. Update the Probe.
4. In cases where there are many stuck readings and they need to be recovered, the Probe will need to be collected/replaced.

#### 📳 Constant Vibration

- **Symptoms:** Probe keeps vibrating.
- **Fix:**

1. Contact Support for a replacement.

#### ❄️ Probe Freezing or Crashing

- **Symptoms:** Screen is unresponsive.
- **Fix:**

1. Drain the battery fully.
2. Recharge to full.
3. Check for updates.
4. If the issue persists, request a replacement via Support.

#### 🔌 Charging Failure

- **Symptoms:** No indication that Probe is charging.
- **Fix:**

1. Inspect the charging port and cable for damage.
2. Ensure the charger shows green light when plugged in.
3. Try a different charger or socket.
4. Still not working? Contact Support for a replacement.

## ❌🌐Probe showing 'Connected, no Internet' when paired with WiFi

- **Symptoms:** Probe can successfully connect to Wi-Fi but shows 'Connected, no internet', meaning it is still working offline.
- **Fix:** Confirm date and time settings for the device are up-to-date and complete an update on the Probe.

#### ⚠️ Physical Damage (e.g. broken triggers)

- **Fix:**  
  ​ Do not attempt to repair.  
   Contact Support immediately for next steps.

## 📞 Contacting Support: What to Provide

When reaching out, please include the following details to help resolve your issue efficiently:

- ✅ **Smart Probe Serial Number**  
  ​ Located on the back of the device.
- 🧾 **Brief Description of the Issue and any Background History**  
  ​ Mention which error you're seeing (e.g. transfer error, constant vibration, charging failure). Also mention if this is a newly occurring fault, or if the device has always had a fault.
- 📊 **Number of Affected Readings** (if applicable)  
   Especially for transfer or sync issues.
- 🕒 **Date & Time the Issue Occurred**   
  ​ Helps in tracing logs or device activity.
- 🔧 **Troubleshooting Steps Already Tried**  
  ​ List any actions you’ve taken from this guide (e.g. update attempted, battery drained).
- 📸 **Screenshots or Photos**  
   Include images of error messages or device behavior if possible.
- 👤 **Company and Contact Name**

- [Navitas Digital Food Safety](https://info.navitassafety.com/en/helpcentre/navitas-digital-food-safety?hsLang=en#main-content)

    - [DFS Hardware Smart Probe](https://info.navitassafety.com/en/helpcentre/navitas-digital-food-safety?hsLang=en#dfs-hardware-smart-probe)
    - [DFS Training](https://info.navitassafety.com/en/helpcentre/navitas-digital-food-safety?hsLang=en#dfs-training)
    - [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)
- [Navitas Compliance](https://info.navitassafety.com/en/helpcentre/navitas-compliance?hsLang=en)
- [Navitas Academy](https://info.navitassafety.com/en/helpcentre/navitas-academy?hsLang=en)
- [General](https://info.navitassafety.com/en/helpcentre/general?hsLang=en)
- [DFS New Account Setup Checklist](https://info.navitassafety.com/en/helpcentre/dfs-new-account-setup-checklist?hsLang=en)
- [New Releases](https://info.navitassafety.com/en/helpcentre/new-releases?hsLang=en)

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