SmartSense Mobile App (Formerly NEXT): FAQ

Looking for an answer? You've come to the right spot! Here you can find general questions, best practices, common troubleshooting steps, and more.

What are the SmartSense mobile app specifications?

The mobile app is compatible with Apple and Android devices. Please check out the Software Compatibility Matrix to learn about which devices and software versions are supported.

Why can't I log in to the SmartSense mobile app?

If you cannot log in to the mobile app, first make sure your credentials are correct. Verify that you are entering the correct username and password and Caps Lock is disabled. Tap the EYE symbol in the Password field to verify the password you entered is correct.

If you are still unable to log in, reset your password.

To reset your password, open a web browser and navigate to app.smartsense.co. On the SmartSense webpage, click FORGOT PASSWORD (below the Log In button). Enter your USERNAME then click EMAIL ME MY ACCOUNT INFORMATION.

You will receive an email with the temporary password (check your SPAM folder if it is not in your inbox). Enter your USERNAME and TEMPORARY PASSWORD. After entering the temporary password, you will be prompted to create a new password. Open the mobile app and log in with your username and the new password.

If the previous options do not work, check for a network error. You may see a network error message. Verify that your device has a working Internet connection. Open a web browser and navigate to an authorized website to confirm that you have an Internet connection.

If you are connected to the Internet, attempt to log in to the SmartSense web app by opening a web browser on your device and going to the website app.smartsense.co.

If you continue having trouble logging in, contact your SmartSense System Administrator to reset the password. If the above steps do not work, select the CONTACT SUPPORT button at the bottom of the mobile app login screen.

Why is the Bluetooth Probe not connecting to the SmartSense mobile app?

If you are unable to connect your probe and receive a message saying “unable to connect to any Bluetooth probes” when trying to take a temperature, follow the steps below to resolve the issue.

Check mobile device settings
- Go to your mobile device SETTINGS to ensure that your device has Bluetooth and Location Services enabled
- Check that all permissions (location services, camera, photo gallery, etc.) are allowed for the SmartSense mobile app on your device
- Open a TEMPERATURE PROBE TASK on the mobile app
- Power on the Bluetooth Probe
- Click the TAKE TEMPERATURE button
- Wait for the temperature from the Bluetooth Probe to display in the app
Unpair the Bluetooth Probe
- Open the BLUETOOTH SETTINGS on your mobile device
- Click on TEMPALERT BTPROBE
- Click FORGET DEVICE to unpair the probe from your mobile device
- Restart your mobile device
- Unlock your mobile device
- Open the SmartSense mobile app and open a TEMPERATURE PROBE TASK
- Power on the Bluetooth Probe
- Click the TAKE TEMPERATURE button
- Pair the Bluetooth Probe with your mobile device
- Wait for the temperature from the Bluetooth Probe to display in the app
Restart the Bluetooth Probe
- Restart the Bluetooth Probe by holding the power button for 2-3 seconds to power it off
- Hold the power button for 2 seconds to power on
- The Bluetooth icon below the Power button should NOT blink and the Bluetooth icon should NOT display on the LED screen
- Open a TEMPERATURE PROBE TASK
- Power on the Bluetooth Probe
- Click the TAKE TEMPERATURE button
- Wait for the temperature from the Bluetooth Probe to display in the app
Open the Probe Diagnostic tool
- Tap the MENU icon in the upper right corner of the SmartSense mobile app
- Click on PROBE DIAGNOSTIC
- Power on the Bluetooth Probe
- Wait for “TempAlert BTProbe” to appear on the screen (the mobile app will detect your Bluetooth Probe if that name appears)
- Click the CONNECT button
- The mobile app can connect to your Bluetooth Probe if you are able to view the probe information
- Tap the COLOR DANCE button to confirm the probe in the app is connected to the desired Bluetooth Probe
- Click the DISCONNECT button
- Click the BACK button
- Navigate to a TEMPERATURE PROBE TASK
- Power on the Bluetooth Probe
- Click the TAKE TEMPERATURE button
- Wait for the temperature from the Bluetooth Probe to display in the app

The Bluetooth Probe is not taking temperatures accurately

A Bluetooth Probe that is not taking temperatures accurately could indicate that there is physical damage. Please review the following. Contact SmartSense Support for further assistance if the problem persists.

Check for physical damage on the metal tip and the base of the Bluetooth Probe
- A bent or broken tip
- Cracked plastic housing
- Exposed battery
- Damage to the LED screen
Check the positioning of the Bluetooth Probe when taking temperatures
- Ensure the metal tip is not placed all the way through the product
- Ensure the metal tip is not touching the side or bottom of the holding container/table
Perform a Power Cycle
- When the Bluetooth Probe is on (check the LED screen), turn off the probe by holding the POWER BUTTON for two seconds
- Power on the probe by holding the POWER BUTTON for two seconds
Run an “Ice Bath Calibration Test”
- Perform an “ice bath calibration test” to verify temperature accuracy
- Fill a deep container with crushed ice completely to the top
- Fill half the container with water then let the ice and water mixture sit for two minutes
- Stir the ice and water mixture for 15 seconds
- Power on your probe and place it into the ice bath, submerging at least two inches of the probe into the ice bath
- Keep the probe submerged for at least 30 seconds while stirring without touching the walls or the bottom of the container
- Leave the probe in the ice bath until the thermometer reading stabilizes for at least 3 seconds
- The probe should reach 32º Fahrenheit (0º Celsius) in a properly made ice bath
- Contact SmartSense Support if the probe does not reach the proper measurement

I see an error when taking a temperature using the SmartSense Probe: "Unable to connect to any bluetooth probes." What should I do?

If you receive an alert at the bottom of your screen saying, “Unable to connect to any bluetooth probes,” you will need to verify that your probe is connected. The SmartSense Probe will automatically power off if it is idle for three minutes. Ensure the probe is turned on and then try pairing it to your mobile device.

Why do I not have full permissions in the SmartSense mobile app (e.g., camera access, location access, etc.)?

Go to the SETTINGS on your mobile device to turn on permissions for the SmartSense mobile app (permissions include Bluetooth, Location Services, Camera, Photo Gallery, etc.).

The temperature reading is in the wrong unit of measurement

If the temperature reading is in the wrong unit of measurement, you can update this by opening the SmartSense mobile app MENU and selecting PREFERENCES. Under GENERAL, tap the toggle button to the preferred unit of measurement (Imperial or Metric).

If the “unit of measurement” is not reflected in the app after this change occurs, log out and log back into the mobile app.

Text on the screen is cut off or misaligned

If you are having an issue with the text on your screen, check your mobile device’s ACCESSIBILITY features to determine if the text size for that device has been adjusted. Reset the size of the text to the default setting.

Note: Increased text size or increased zoom of the display may cause irregularities in the mobile app’s interface

Restart the device’s DISPLAY ZOOM setting to the default setting (some devices have screen/display settings in addition to the text size settings). Navigate back to the screen where the text was misaligned to check if it displays as expected.

Why is the data on my screen not updating?

If the data on the screen is not up-to-date or the data you recently submitted is populating in a report, then pull to refresh your screen. If this does not work, there could be an issue with the Internet connection on your device.

On the same device, open a web browser (Safari, Chrome, etc.) then enter a website or click on an approved website. If the page loads and you can navigate to the website, then your device most likely has an Internet connection.

If the page does not load:

Check the device settings to be sure WIFI and CELLULAR are enabled or
Walk to an area where you can get reception

If your Internet connectivity issue persists, contact your IT department to see if there were changes to the device management software. This can sometimes restrict Internet access for the SmartSense mobile app but may need to be handled by an IT expert.

I lost connection to the Internet. What should I do?

The SmartSense mobile app requires an Internet connection to synchronize data with the SmartSense platform. Some data or sections may not be available if your device loses an Internet connection.

Please check your WIFI and CELLULAR connection under your device settings to be sure it is not a network connection issue.

What is offline mode?

Offline mode is a feature that allows you to continue working on the SmartSense mobile app without an Internet connection. The mobile app requires an Internet connection to sync with the web app. However, “offline mode” will store submitted tasks completed on your local device and, once you regain Internet connection, will switch to “online mode” and begin syncing again.

Why is my screen blank

If your screen is blank on the SITE SELECTION screen, check with your System Administrator to ensure you have at least one location assigned. If this is not the issue, check the Internet connection on your device and make sure your device has a network connection. The SmartSense mobile app needs Internet access to display information on some screens.

Please also verify that your mobile device is up to date. You can check the software status under your device settings and may need to update and restart the device. Once this is done, please reopen the SmartSense mobile app and try again.

I cannot submit a checklist

If you cannot submit a checklist, there are several reasons why this behavior can occur.

Checklist is partially completed
- Some Checklists require all tasks to be completed prior to submission which will trigger an alert
- Ensure Tasks in the Checklists are fully completed
- Complete the minimum number of required tasks in the Checklists prior to submission (if applicable)
Internet connection issue
- Open a WEB BROWSER on your device
- Enter a website or click on an approved website
- If the page loads and you can navigate to the website, then your device most likely has an Internet connection
- If the page does not load, then check the device SETTINGS to be sure WIFI and CELLULAR are enabled
- Walk to an area where you can get reception
Auto Submit enabled
- In the mobile app, click on the MENU in the upper right corner
- Navigate to the PREFERENCES screen
- Navigate back to the Checklist
- Tap the SUBMIT button
Auto Submit disabled
- In the mobile app, click on the MENU in the upper right corner
- Navigate to the PREFERENCES screen
- Navigate back to the Checklist
- Complete a Task
- If the issue persists, contact SmartSense Support.

Note: The SmartSense mobile app has an automatic synchronization feature if a Checklist is submitted without an Internet connection. The app will detect the Internet connection and submit the answers to the Checklist once a connection is re-established.

There are no tasks displayed in Scheduled Checklists or Quick Actions

If no scheduled Checklists are displayed, verify that no one else completed the Checklist earlier. You can do this by tapping the FILTERS icon on the Scheduled Checklists screen. Ensure that COMPLETED Checklists appear in the filter to view all Checklists that have been completed that day.

If there are still no Tasks or Checklists on the Scheduled Checklists screen and the Quick Actions screen, check your Internet connection. The SmartSense mobile app connects to the Internet to get up-to-date information and configurations, so a weak or broken Internet connection may prevent the answers from being submitted.

Open a WEB BROWSER on your device
Enter a website or click on an approved website
If the page loads and you can navigate to the website, then your device most likely has an Internet connection
If the page does not load, check the device SETTINGS to be sure WIFI and CELLULAR are enabled
Walk to an area where you can get reception

If other users have the same issue, contact SmartSense Support. If your device is the only device with this issue, log into another device and repeat the process to see if the same behavior occurs. If the other device behaves normally, contact your IT department.

Answers to Checklists of Food Safety checks are not showing as completed

The SmartSense mobile app connects to the Internet when submitting answers, so a weak or broken Internet connection may prevent the answers from being submitted.

Open a WEB BROWSER on your device
Enter a website or click on an approved website
If the page loads and you can navigate to the website, then your device most likely has an Internet connection
If the page does not load, check the device SETTINGS to be sure WIFI and CELLULAR are enabled
Walk to an area where you can get reception

If the Internet is working, check the Location you selected.

In the mobile app, tap the MENU icon
Tap CHANGE SITE in the Menu
Search for the LOCATION associated with the Checklist or Task

Note: Locations and Departments with similar names may have different Checklists configured

If you cannot find an answer, please search the Help Center or contact our Support Team:

Hours: 8 am–8 pm (EST), Monday–Friday.
Phone: +1 (866) 806-2653
Email: smartsupport@digi.com

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