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Pico communication outage via 4G

Status update 16.01.2026 14h45​

Unfortunately, we have to inform you that some charging stations are still affected by the 1nce SIM outage (card provider).

As it is not realistic for the external provider to resolve the fault, we have acted proactively to provide you with a reliable solution.

There is a small chance that the charging station will be back online overnight, i.e. from 17.01.2025 6h00. How likely this is remains unclear and, based on current knowledge, is considered low.

Solving the problem​

When to apply it

If the station is still offline and is not connected to a temporary Wi-Fi network.

Solution 1: Bring the station online via Wi-Fi or hotspot using the Installer App and then perform a firmware update.

Solution 2: Bring the station online via Wi-Fi or hotspot without the Installer App and then perform a firmware update. (Not possible with some smartphone models)

Solution 3: Send the Pico charging station to smart-me AG, RMA-Pico-4G, Riedstrasse 18, 6343 Rotkreuz. We will perform a firmware update and send the Pico back to you. Please add RMA-Pico-4G to the address so the problem can be resolved more quickly. With this procedure, the configuration data is not lost. If you send us a Pico, please send the Swiss Post tracking number to support@smart-me.com.

Solution 4: Fill in an RMA and we will send you an equivalent Pico in advance. In the form, use the fault description "Pico Offline 4G". https://dok.smart-me.com/rma-antragsformulare. With this procedure, the new Pico must be configured again.

Description of solution 1: Bring the station online via Wi-Fi or hotspot using the Installer App and then perform a firmware update.​

Prerequisites

  • We recommend having these steps carried out by a smart-me partner.

  • A temporary Wi-Fi network must be set up on site (e.g. Wi-Fi, LTE router or smartphone hotspot).

  • A smartphone is required for the installation. If the smartphone is used to create a hotspot for the installation, two smartphones are required.

  • The account login credentials must be known, as the device must be connected to the existing smart-me account.

  • The installation must be carried out with the smart-me Installer App. Installer App instructions

  • An RFID card must be available to activate installation mode.

  • It must be possible to disconnect the charging station from power, either via the fuses or by briefly unscrewing it.

Procedure

Connect the Pico to the temporary Wi-Fi network.

  • Provide a temporary Wi-Fi network. The temporary Wi-Fi network must not contain characters such as ä, ö, ü and $. Characters such as a to z and A to Z, 0 to 9, -, _ or a space are allowed without restriction.

    • Allowed characters: The SSID only supports ASCII characters, excluding the $ character. Link to Wikipedia

    • Info on iOS hotspot: On iOS, the hotspot is created with the name of the smartphone. If the name of the smartphone is changed, the name of the hotspot changes as well.

  • To carry out an installation, the charging station must be disconnected from power. The connection to the temporary Wi-Fi network must then be established within 15 minutes, otherwise installation mode is no longer active.

  • If the station remains black for at least 5 minutes after being disconnected from power, or gets stuck on HI, an RMA must be filled in. See solution 4.

  • Important for the next step: The installation must be carried out in the account in which the Pico is currently offline.

  • Carry out the installation with the smart-me Installer App. Installer App instructions.

    • If in step 5 the SSID does not appear but instead e.g. <<unknown>>, location services must be enabled and the app must have access to them.

    • If the app does not respond correctly in step 6, the camera must be explicitly enabled in the permissions in the settings.

    • If the app has just been reinstalled, it may sometimes not work the first time; in that case, please close the app and open it again.

  • After the installation, the station should be back online.

Perform the Pico update.

  • Log in to the smart-me platform with a browser: https://portalweb.smart-me.com/Login

  • Open the link https://webforms.smart-me.com/Connect/DeviceOverview.aspx.

  • Find the station and run "update communication". Once the latest version is installed, it reads 0.0.36 or 0.0.37

  • Leave the window open to follow the progress.

  • Wait until it is complete; this can take up to 30 minutes.

  • Once the installations on the Picos are complete, the temporary Wi-Fi network can be switched off and the charging stations will reconnect to 4G within 5 minutes

Procedure for several stations at the same location

  • Limitation with smartphone hotspot: Most smartphones only support 5 devices connecting to the smartphone at the same time. An installation with a smartphone hotspot is therefore only possible for a maximum of 5 devices at a time.

  • In that case, it is best to first connect all stations to the temporary Wi-Fi network

  • Then, as the second step for the Pico update, it is best to open the link (https://webforms.smart-me.com/Connect/DeviceOverview.aspx) several times to run the updates simultaneously.

Description of solution 2: Bring the station online via Wi-Fi or hotspot without the Installer App and then perform a firmware update.​

For whom solution 2 is better than solution 1.

  • Depending on the situation, it is somewhat faster for technically experienced people.

  • If you are unsure, please use solution 1.

Prerequisites

  • We recommend having these steps carried out by a smart-me partner.

  • A temporary Wi-Fi network must be set up on site (e.g. Wi-Fi, LTE router or smartphone hotspot).

  • A smartphone is required for the installation. If the smartphone is used to create a hotspot for the installation, two smartphones are required.

  • The account login credentials must be known.

  • An RFID card must be available to activate installation mode.

  • It must be possible to disconnect the charging station from power, either via the fuses or by briefly unscrewing it.

Procedure

Write the Wi-Fi connection to the Pico.

  • Provide a temporary Wi-Fi network. (If only one smartphone is available, it can also be provided only at the last step before the update.) The temporary Wi-Fi network must not contain characters such as ä, ö, ü and $. Characters such as a to z and A to Z, 0 to 9, -, _ or a space are allowed without restriction.

    • Allowed characters: The SSID only supports ASCII characters, excluding the $ character. Link to Wikipedia

    • Info on iOS hotspot: On iOS, the hotspot is created with the name of the smartphone. If the name of the smartphone is changed, the name of the hotspot changes as well.

  • To carry out an installation, the charging station must be disconnected from power. The connection to the temporary Wi-Fi network must then be established within 15 minutes, otherwise installation mode is no longer active.

  • If the station remains black for at least 5 minutes after being disconnected from power, or gets stuck on HI, an RMA must be filled in. See solution 4.

  • Hold the RFID card to the station so that installation mode starts.

  • Connect to the Pico's Wi-Fi network, e.g. smart-me_7002222

  • Wait 30 seconds and check whether a pop-up appears on the smartphone asking you to confirm that the connection should be kept even though it has no internet access.

  • In the browser, go to 192.198.1.1.

    • On some smartphones, 4G must be switched off for this step.

  • Enter the SSID and password

  • Select Add Profile

  • Select Reboot

  • After configuration, the station should come back online.

Perform the Pico update.

  • Log in to the smart-me platform with a browser: https://portalweb.smart-me.com/Login

  • Open the link https://webforms.smart-me.com/Connect/DeviceOverview.aspx.

  • Find the station and run "update communication". Once the latest version is installed, it reads 0.0.36 or 0.0.37

  • Leave the window open to follow the progress.

  • Wait until it is complete; this can take up to 30 minutes.

  • Once the installations on the Picos are complete, the temporary Wi-Fi network can be switched off and the charging stations will reconnect to 4G within 5 minutes

Procedure for several stations at the same location

  • Limitation with smartphone hotspot: Most smartphones only support 5 devices connecting to the smartphone at the same time. An installation with a smartphone hotspot is therefore only possible for a maximum of 5 devices at a time.

  • In that case, it is best to first connect all stations to the temporary Wi-Fi network

  • Then, as the second step for the Pico update, it is best to open the link (https://webforms.smart-me.com/Connect/DeviceOverview.aspx) several times to run the updates simultaneously.

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