STIHL Connected Frequently Asked Questions

STIHL Connected FAQ

Which products can be retrofitted with the STIHL Smart Connector?

The STIHL Smart Connector can technically be retrofitted to STIHL as well as third-party products, however the full functionality if the STIHL Smart Connector is only guaranteed with fully supported STIHL models. The position where the Smart Connector should be fitted is predefined for fully supported STIHL products and the recommended product-specific servicing instructions are already stored in the system.

Which STIHL products are currently fully supported?

The following STIHL products are currently fully supported:

Chain saws: MSA 120, MSA 140, MSA 160*, MSA 160T*, MSA 161 T*, MSA 200*, MSA 220*, MS 170, MS 201 T*, MS 362, MS 462, MS 500i, MS 661*

Pole pruner: HT 103, HT 133*

Cut-off machines: TSA 230, TS 410, TS 420, TS 440, TS 500i

Brushcutters and clearing saws: FSA 45, FSA 56*, FSA 57*, FSA 130, FS 38, FS 55*, FS 94, FS 260*, FS 460, FS 510*, FS 560

KombiSystem, MultiSystem, Earth Augers and Harvesters: KMA 130, MM 56, KM 111, BT 131, SP 452*, SP 482*

Blowers and Vacuum Shredders: BGA 45*, BGA 56*, BGA 85, BGA 100, BG 50, BG 56, BG 66, BG 86, BR 430, BR 500, BR 600, BR 700, BR 800, SH 56, SH 86

Mistblowers: SR 430, SR 450

Hedge trimmers: HSA 45, HSA 56*, HSA 66, HSA 86*, HS 46*, HS 56*, HS 81, HS 82, HS 86, HS 87, HL 92*, HL 94

Lawnmowers and other: RMA 235*, GTA 26

* Not for the US version (collision with warning sticker)

What is the difference between "fully supported" and "partly supported" products?

For fully supported products the position where the Smart Connector should ideally be fitted is already predefined. Moreover, the recommended product-specific servicing instructions are already stored in the system. Partly supported products can be connected with the Smart Connector, but the positions where the Smart Connector should be fitted aren't predefined for these products and there are also no predefined product-specific servicing instructions.

Can I use the STIHL Smart Connector with third-party products?

You can use the STIHL Smart Connector with third-party products, but functionality will be limited (for example, pre-populated operating-time-related maintenance information will not be available).  General information on the use of the Connector on third-party products can be found in the user manual.

What are the system requirements for use of STIHL connected?

To run the STIHL connected App you need a smartphone that runs iOS 11.0 (or later) or Android 5.0 (or later).

For the STIHL connect Portal you'll need a Windows or Mac device with a web browser and working internet connection.

How does the STIHL Smart Connector work?

The STIHL Smart Connector gathers and temporarliy stores information on the use of your machine. The Connector automatically detects when the machine is being run and ascertains the operating hours. It then transmits this information to the STIHL connected App. You can view the operating hours of your machines on both the STIHL connected App and the STIHL connected Portal.

Can I use the STIHL Smart Connector without a smartphone?

The full functionality of the STIHL connected system requires a smartphone with an account on the STIHL Connected App as well as an account on the STIHL connected Portal. It is possible to use a STIHL Smart Connector without a smartphone, but data will not be transferred from the Smart Connector to the STIHL connected Portal.

What is the STIHL connected App used for?

The STIHL connected App is the central system module of STIHL connected. It  transmits the data collected by the STIHL Smart Connector to the STIHL Cloud (via WLAN or the mobile data connection of your smart device). The data is then available to you to analyse or evaluate in the STIHL connected Portal. The STIHL connected App also allows you to better plan and document your jobs. 

Where can I get the STIHL connected App?

You can download the STIHL connect App from the AppStore (for iOS) or GooglePlay Store (for Android).

Enter “STIHL connected” as your search term.

Do I need an internet connection to use the STIHL connected App?

You do not need an internet connection to use the STIHL connected App. Machine data is temporarily stored on the STIHL Smart Connector and transmitted to the App via bluetooth. However, an internet connection is necessary for the data to be exchanged between the STIHL connected App and the STIHL connected Portal.

What do I need the STIHL connect Portal for?

The STIHL connected Portal is the digital workplace developed specifically for commercial use and offers extended features for comprehensive, digital fleet management.

The STIHL connected App only allows access to a limited range of STIHL connected functions, analysis and display facilities. 

Do I need to install software for the STIHL connect Portal?

No. The STIHL connected Portal is a browser application, it does not need to be installed on any device.

How do I obtain access to the STIHL connect Portal?

You can get access to the STIHL connected Portal by registering at https://connect.stihl.com.

How often is the data synchronized between the STIHL connected App and the STIHL Cloud?

When the STIHL Smart Connector recognizes that a machine is in operation it send the runtime to the STIHL connected App several times per minute (provided that the smartphone is in range). If there is an internet connection, the STIHL connected App also transmits the data to the STIHL Cloud several times per minute. If there is no smartphone or internet connection the data is temporarily stored on the Smart Connector until a connection is created and then transferred.

Is the operating time only determined when the STIHL connected App is connected?

Runtime is determined independently a smartphone.  However, the STIHL connected App needs to be active in order to transfer the runtimes recorded by the STIHL Connector to the STIHL connected Portal. If the STIHL Connected App is active, the runtime is automatically transmitted to the STIHL connected Portal several times per minute. If the STIHL Connected App is inactive, the transmission of information to the STIHL connected Portal is significantly slower. 

Can several STIHL Smart Connectors be used simultaneously?

It is possible to use several STIHL Smart Connectors simultaneously. However, this may slow down the transmission of data from individual Connectors to the connected App.

Can the STIHL connected App receive data from several STIHL Smart Connectors?

The STIHL connected App can receive data from all Connectors assigned to the STIHL connected App account that are within range (about 10 meters).

Can I assign several STIHL Smart Connectors to one product?

Only one STIHL Smart Connector can be assigned to a product.

Does the STIHL Smart Connector also record the product's usage if the smartphone with the STIHL connected App is not in range?

The usage is recorded regardless of a connection to the smartphone. Usage data is stored locally on the STIHL Smart Connector, so it is not always necessary to have a smartphone connection. When the STIHL Smart Connector reconnects to a smartphone, the usage data will be updated on the app and the STIHL connect pro portal.

Can the STIHL Smart Connector and the STIHL connected system also be used with used or second-hand products?

Yes, the Smart Connector and STIHL connected system are also suitable for used products. Refer to the instructions in the user manual for further guidance.

When entering used products and setting up the Connector in the STIHL connected App you can enter the operating hours that the product has already run as the starting value for the runtime. 

Can I use the STIHL Smart Connector with tracking systems from other manufacturers or other fleet management systems?

At present the STIHL Smart Connector can only be used with the STIHL connected system.

Does the STIHL connected system offer protection against theft?

At present the STIHL connected system cannot be used for theft prevention.

Can I use STIHL connected to locate my staff?

It is not possible to locate staff using STIHL connected. Location information is only used during active operation of machines to determine where work is being performed and to record usage data.

How do I fit the STIHL Smart Connector to my STIHL product?

Our installation videos demonstrate how to do this for all compatible STIHL products. They can be accessed via the STIHL connected App and the connected Portal.

What is the supplied mounting hardware used for?

The adhesive tape, screws and washers supplied are designed specifically or the STIHL Smart Connector and used for 'bonding' and 'screw mounting' the device. Other mounting options (such as 'riveting' or 'cable ties') should be chosen and purchased accoring to the position where the Connector is to be fitted. If necessary, please refer to the information in the operating instructions.

What does the LED in the STIHL Smart Connector housing indicate?

The LED is activated as soon as the coin cell is fitted and goes off after a few seconds to save power. Depending on its color, the LED in the STIHL Smart Connector housing indicates the operating status of the power tool as follows:

  • Normal operation: LED glows green
  • Battery running low: LED flashes red
  • Internal fault: LED glows red

If the LED glows red for several seconds it indicates an internal fault in the STIHL Smart Connector.  Please contact your STIHL servicing dealer for assistance.

 

The LED in the STIHL Smart Connector housing does not come on when the coin cell is fitted. What must I do?

Please ensure that a charged CR 2032 coin cell is fitted and that the polarity is correct. If the LED does not come on, refit the battery. If the LED still does not come on, fit a new battery. For further queries please contact a STIHL servicing dealer.

Where do I find the datamatrix code of my STIHL Smart Connector?

The datamatrix code is under the STIHL Smart Connector’s coin cell battery. Open the cover and remove the coin cell to find it.

How do I know that the STIHL Smart Connector is in range of the STIHL connected App?

Click on the Connector symbol in the navigation bar at the bottom of the screen on the connected App. All products in range will be displayed.

Are there interference factors that can influence my STIHL Smart Connector?

The influence of strong magnetic fieds can result in the STIHL Smart Connector record too high a runtime.

How do I add a STIHL Smart Connector to a new product on the connected App or connect Portal?

After entering a new product on the STIHL connected App or connect Portal you can add a Smart Connector under "Connector" in the product's detailed view. The installation videos shown will guide you through the process.

How do I add a product in the STIHL connected App or STIHL connect Portal?

After launching the STIHL connected App, you can find your product overview under “Equipment.” You can add new product using the “+” sign at the navigation bar on the bottom of the screen. In the STIHL connect pro portal, you can create new tools using the navigation bar in the tool overview.

Where do I find the serial number or barcode of my product?

You will find the serial number and - on newer STIHL products - the barcode on the rating label of your STIHL product.

The connect App does not recognise the datamatrix code in the STIHL Smart Connector's battery compartment. What can I do?

  • First check that your smartphone has internet connectivity
  • Try to move the datamatrix code into the App’s scan window. Make sure that there is adequate lighting and tap the scan window to re-focus the image
  • If it isn't focusing, vary the distance between the smartphone and datamatrix code

If the datamatrix code still cannot be read, select the keypad symbol in the menu bar and enter the serial number of the STIHL Smart Connector.

I can't find the STIHL Smart Connector when setting up my STIHL connected App. What can I do?

Check the following:

  • The smartphone with the STIHL connected App is within a range of ten meters of the Smart Connector (recognition can take up to 60 seconds)
  • The smarphone meets the system requirements and has location and Bluetooth activated
  • The insulator film between the coin cell and the contacts in the Smart Connector housing has been removed and the battery has been fitted observing the correct polarity
  • The LED in the Smart Connector housing glows green for a few seconds after the battery is fitted

If you still cannot find the Smart Connector in the STIHL connected App after this check, please submit a Support Request on the STIHL connected App.

My STIHL connected App does not show any STIHL Smart Connectors in the vicinity or doesn't update product data even though the power tools are set up. What can I do?

Check the following:

  • Ensure that the STIHL connected App hasn't malfunctioned. If necessary, log out and close the STIHL connected App then restart it
  • The battery on the Smart Connector has been fitted observing the correct polarity and isn't low on charge. If necessary, fit a new battery

If the data still isn't updated please submit a Support Request on the STIHL connected App

The location of my product is not shown or does not agree with the actual location. What can I do about this?

The location analysis does not offer a localisation function, it is designed for analysis of the application. To ensure that the location is shown correctly, the smartphone with STIHL connected App and the relevant STIHL product must be within range (10 meters) of each other at the place of use.

The runtime of my STIHL product is not recorded or or is incorrect. What can I do?

To ensure that the correct running time is recorded it is important that the Smart Connector be fitted to the STIHL product correctly, as outlined in the installation instructions. If the runtime is still inaccurate please ensure that there are no strong magnetic fields within a range of about 0.5 meters of the Smart Connector during storage, transport or use.

How do I change the language in the STIHL connected App or in the STIHL connect Portal?

The language setting for the STIHL connected App can be changed under "Settings".  You can change the language for the STIHL connect Portal in the settings for your user account under "Account Details".

How do I change my address?

You can change the address of your user account via the account settings in the STIHL connected Portal. The address cannot be changed in the STIHL connected App.

How do I change the product image?

When setting up a new product you can add a product picture from the photo gallery of your smartphone.

It currently isn't possible to change the picture of already-added products, although an implementation of this fuctionality is being developed. You can work around this by deleting the product (the product data will be lost) and adding it again with a new picture.

How do I delete my STIHL connected account?

You can delete your personal account in account settings using the edit options in the STIHL connected Portal. Please note that this will permanently delete all personal data and product data stored in the STIHL connect system.

How do I delete a product?

Select Delete under the "Edit” option in the detailed view of the product. 

How do I change the nickname of my product?

Nicknames can be assigned in the editing mode when setting up a new product or carrying out subsequent editing. In the case of products already in the system you can find the setting in the  detailed view of the product under “Edit”. 

I have forgotten my password. What can I do?

Select 'Forgot Password' on the login screen to have an activation link sent to you via email and assign a new password.

How do I service my STIHL product when it is recommended by the STIHL connected App?

Take your STIHL product to your local dealer when prompted by the STIHL connected App. For all other maintenance, refer to your product’s user manual for step-by-step instructions.User manuals are also available to download from www.stihl.co.za.

Will the warranty on my STIHL product be influenced by the use of STIHL connected (e.g. services performed or missed)?

No. STIHL warranty decisions are not made on the basis of service information from STIHL Connected.  

Is the STIHL dealer notified when I enter a service for my machines on the STIHL connect Portal?

The servicing dealer is not automatically notified when a service is entered in the STIHL connect Portal. If you select Contact Dealer in the detailed view of your product when entering a service you can inform the dealer by email.   

Can the STIHL dealer view my data?

The STIHL servicing dealer will have access to your customer data if you have added him/her to your account in the STIHL connected Portal. However the dealer will only have access to your product-specific machine data if you have agreed to “...the transmission of my data to the selected dealer ...” in the editing mode of your product.

What does STIHL do with my data from STIHL Connected?

STIHL only uses your personal data (particularly the machine, product and usage data) to fulfill the contract made with you and to provide support for your products.  We also use data to compile anonymized statistics which we use to improve our products and our service, for product monitoring and for guaranteeing product safety. 

Where can I get support for commissioning and using the STIHL Smart Connector?

Your STIHL servicing dealer is available for questions and answers. You can also contact STIHL directly on connected@stihl.co.za.

https://www.stihl.co.za/stihl-connected-lp.aspx

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