Why is my SmartFill Unit offline?

Modified on: Mon, 24 Mar, 2025 at 8:58 AM

By Harrison Court

While the system is offline, no data will be lost, and will be uploaded once the system is back online. 

Your system will continue to operate as expected and will not be down during the period it's offline.

Your SmartFill being offline can depend on several factors, which are different from a customer-by-customer basis.

This article covers how to troubleshoot and diagnose the unit being offline.

If you urgently need data from the SmartFill system, follow this article on how to export data via USB.

Remote Troubleshooting

First, the best thing to do is to check your unit page for the status and model number of the unit. Take note of the last character of the model number.

Using the table below, you may be able to diagnose what your potential issue could be.

Last Character of Model Number	What is it?	Common Failure Point
C	3G/4G Communication Module*	SmartFill software issue, SIM no longer active, Module upgrade required**
W	2.4Ghz Wi-Fi Communication Module	Incorrect Network Configuration, obstructions blocking signal, Incorrect SmartFill Settings.
E	Ethernet Connection from a Third Party Device	Network Configuration Issue, SmartFill Software Issue, Incorrect Ethernet Configuration

* 3G has been sunset in most parts of the world. Please check with your telecommunication services if 3G is still available in your area.

** Required for modules that only support 3G in areas where 3G is no longer available.

For 3G/4G users, check if your SIM Card is still active, and has any remaining data. If not, see if recharging your SIM or swapping the SIM for a new one fixes the issue.

For Wi-Fi users, check if any network settings have changed, such as a new password, new SSiD, or upgrading from 2.4Ghz to 5Ghz. If so, you may need to change the configuration on SmartFill.

For Ethernet users, check if you can ping the system through your network. If you're using a third-party modem, check if it is active and has no issues.