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🛠️ Smart Probe Troubleshooting Guide - Quick Reference Guide

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

Written by Aaliyah Williams

✅ 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

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