When your fridge is offline, it will not unlock for your customers, nor will it unlock when you scan the QR code with your digital key.
It will also show as "Offline" on the Smart Fridge tab of your dashboard:
To get your fridge back online, follow these steps one by one. If one step does not restore the connection, move on to the next.
Safety First
Unplug the appliance before performing any checks to avoid the risk of electric shock.
Be gentle. The components inside the control box are delicate. Use careful force when checking connections.
Step 1: Power Cycle the Fridge
The first and easiest step is a complete power cycle. This clears the device's temporary memory and can often resolve minor software glitches that cause connectivity issues.
Unplug the refrigerator from the wall outlet.
Wait for 60 seconds. This ensures the internal components fully power down.
Plug the refrigerator back into the wall outlet.
Wait for 5-10 minutes. The fridge needs time to boot up and attempt to reconnect to the network.
Check your dashboard, and don't forget to refresh the fridge list page. See if the fridge's status has changed from "Offline" to "Online."
Did this fix the issue? If yes, great! If not, proceed to Step 2.
Step 2: Check the External Antennas
The antennas are crucial for receiving a strong cellular signal. If they are loose, the connection will be weak or nonexistent.
Ensure the fridge is still unplugged for safety.
Carefully pull the refrigerator away from the wall to access the back.
Locate the three large antennas. They are typically located on top of the control box.
Gently check each antenna. Using your fingers to turn each one clockwise to ensure it is screwed in tightly and securely. Do not overtighten.
Plug the fridge back in and wait to see if it reconnects.
Step 3: Detach and Inspect the Internal Router
The connectivity issues could be caused by loose cables on the router itself or a SIM card that needs reseating. We will carefully remove the router to inspect it.
Unplug the refrigerator from the wall outlet.
Carefully pull the refrigerator away from the wall to access the back.
Unlock the control box and open it by lifting the tab handle and turning it to either side.
Locate the router. Find the small, rectangular router module mounted in the top right corner of the control box.
Release the router. Use a Phillips-head screwdriver to carefully unscrew the screws above and below the router module. Gently pull the router forward and away from its mounting bracket to access its ports.
Inspect all physical connections:
Antenna Cables: Locate the three thicker cables (likely with circular connectors) screwed into the left side router. Ensure each one is tightly screwed in.
Ethernet/Power Cables: On the sides of the router, you will see other cables connected by white plastic clips. Gently press on each connector to ensure it is fully secured to its port.
Reseat the SIM Card:
Locate the SIM card tray on the router. It will have a small pinhole.
Eject the tray: Straighten a paperclip and gently insert it into the pinhole to eject the tray.
Remove the SIM card, check it for damage or dust, and reinsert it firmly into the tray.
Carefully push the SIM tray fully back into the router until it clicks into place.
Reinstall the router. Carefully slide the router back into its mounting bracket, ensuring no cables are pinched.
Secure the router. Reinsert and tighten the screws above and below it.
Close the control box, plug the fridge back in, and wait several minutes for it to reconnect.
What to Do Next?
If you have completed all of these steps and your smart fridge is still offline, the issue may be more complex.
Submit a Ticket by clicking the link at the top of this page. Tell them you have already performed all basic hardware checks (antennas, router connections, and SIM card). This will help them quickly move to more advanced troubleshooting.