✅ 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'.
🚨 Common Issues & Fixes
📡 Smart Pod Showing Offline
Symptoms: On the DFS dashboard, the appliance widget displays in grey as “Device Offline”
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 → 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 → 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 → 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
⚠️ Physical Damage (e.g. Pod case broken)
Fix:
Do not attempt repair
Contact Support immediately
📞 Contacting Support: What to Provide
When reaching out, please include the following details to help resolve your issue efficiently:
✅ Smart Pod EUI Code (on back of the device)
🧾 Brief Description of the issue and background (e.g. error type, history of fault)
🕒 Date & Time the issue occurred
🔧 Troubleshooting Steps Already Tried
📸 Screenshots or Photos showing the issue
👤 Company and Contact Name