Support 2019-07-08T13:43:57+00:00

SUPPORT

We are happy to help. If you would like to reach out to us please use either of these methods.

Toll-free: (855) 888-6858 Email: support@smartpods.ca

*You can also consult our Frequently Asked Questions below

Frequently Asked Questions

PULSE WORKSTATIONS
BASIC WORKSTATION
PRO WORKSTATION

Basic Workstation FAQs

Q: If I don’t want my desk to move forward or back due to space issues with my Smartpods Basic desk, can I disable the In/Out? 2019-07-08T12:17:32+00:00

A: From your home page menu, you can select Desk Settings and set the desk to move Out when moving to Standing and Sitting. The desk surface will remain at the farthest distance from the user.

Q: There is an oil residue coming from the metal rod underneath my desk, is that normal? 2019-07-08T12:23:46+00:00

A: The actuator rod can with time start building up a bit of oil. If you have any concerns about this you can contact our Smartpods support team toll free at 855-888-6858 or by Email support@smartpods.ca.

Q: The on/off switch isn’t lighting up when I push it in. Or the desk doesn’t rise when I press the on/off button in. What should I do? 2019-07-08T12:57:10+00:00

A: Setting default to remain sitting when the desk is turn off can only be changed by the administrator. If the light doesn’t turn on the light switch may be faulty. If this happens please contact our Smartpods support line at 855-888-6858.

Q: My desk is emitting a squeak noise on the way down, is there something wrong? 2019-07-08T12:20:38+00:00

A: In some cases, a cable may rub against the inside of the shielding of your Smartpods unit. To correct this, reach behind the desk and pull the extension and Ethernet cords to remove the slack from the cables.  This should prevent any cable noise.

If the problem persists, contact our Smartpods support team toll free at 855-888-6858 or by Email support@smartpods.ca.

Q: How do I wake and power up my tower? 2019-06-20T14:43:49+00:00

If upon returning to the desk the Tower screen is black, your device has either been powered down or put into a sleep mode. Attempt to wake the Tower using the methods below:
– Tap on the Windows icon along the edge of the screen
– Double-tap the center of the screen
– Quickly tap the power button located at the top of the Tower

If your device fails to wake, next attempt to power on the device.
– Ensure the power adapter is connected to the wall outlet and Control Box
– Ensure the Tower power plug is connected to the Control Box
– Press and hold the power button at the top of the Tower for ~5 seconds

Finally, if the device fails to start:
– Ensure the wall outlet the Control Box is plugged into is powered
– Unplug the Tower power cable from the Control Box
– Wait ~10 seconds
– Plug in the Tower power cable, and wait another ~5 seconds
– Press and hold the power button at the top of the Tower for ~5 seconds

Should the Tower fail to turn on after following the steps outlined above, please
contact Smartpods for support.

Q: What do the symbols under the Smartpods logo button mean? 2019-06-20T12:31:13+00:00

A: They indicate the current status of three different Smartpods features.

The Cloud Icon indicates that data exchange with the Smartpods server is active.

The Eye Icon indicates what the motion sensor on the unit is currently detecting. When little or no movement is detected by the sensor, the indicator will remain grey, or in an ‘unlit’ state. When the sensor detects movement, the indicator will turn white. This allows you to determine if the desk can sense your presence.

The USB Icon indicates the transfer of data between the tablet and the base of the desk. When tablet and desk are communicating, the indicator light will turn white. If the tablet and desk are not currently sending or receiving information, the indicator will remain grey/unlit.

The Wifi Icon indicates when a Smartpods unit is the central hub in a hoteling network, and will either be always on or always off depending on the unit. The central hub is the unit responsible for allowing all Smartpods units on a network to communicate with each other.  If the unit is not a hub, the indicator will remain grey, unlit state. If the unit is a hub, the indicator will be white.

Automatic – autonomously moves to the user’s created activity profile

Interactive – requires user interaction for every desk movement

Manual – user moves the desk

Not commissioned – desk hasn’t been configured to Smartpods standards

Q: How and where do I set my heights? 2019-06-20T14:38:19+00:00

A: To set your heights select the Up Arrow on the Home Page, then select Height Settings. Use the Up and Down arrows to adjust your sitting height, keeping an ergonomic 90 degree arm position. Once achieved select the Set Sit button to register your sitting height. Repeat using the Up and Down arrows to adjust your standing height, keeping an ergonomic 90 degree arm position.

Q: What are the possible manufacturer limitations. 2018-12-17T13:56:15+00:00

A Manufacturer electronics may have features or limitations that can interrupt function of the Smartpods Pulse automation. Below are several examples:

Safety Zones – safety zones are set up to prevent the desk from hitting the user or static objects below the desk. Because the anti-pinch/collision detection can’t be assured 100%, they allow you to set the min height above the obstacle.

Shelf/container stops – A limited height set by design. Be sure to know the value of this height so that you can have a 90 ergonomic arm position while sitting or standing.

Motor/Control Box overheating – Some desks will refuse to move for a time after its last movement to avoid damage to the motors. This is a cool down period integrated into the design of some desk.

Duty cycle limitations – Most desks have a maximum allowable operating time each hour to prevent overheating and wear on the desks. Typically the Smartpods Pulse is well under this limit, but this should be assessed on a case by case basis.

Q: I’ve moved from my sit/stand desk to a different one and noticed that it doesn’t go as high/low. Is this a software problem or is it the desk? 2018-12-17T13:54:02+00:00

A: Certain desks have height limitations. The software can only move the desk to the heights available by the desk’s manufactured design, and these vary greatly between models. Generally speaking, a 2 tier desk will have less range than the 3 tier desk.

Q: What is the best way to shutdown the Pulse or Tablet, we are moving to another building? 2019-07-05T16:25:55+00:00

A: Go to the Smartpods Menu and select shutdown under the shutdown tab. This properly shuts down the application avoiding any loss of information or corruption of any files. It is now safe to do a Windows shutdown by selecting the Windows icon at the bottom left corner of the screen. Now select Power followed by Shut down and wait 20 seconds before removing the power and usb wires.

Q: My Tower screen is upside down, how do I correct the display? 2019-06-20T14:03:45+00:00

A: To fix this issue select the [-] sign on the top right of the screen. Now click and hold on the background until a square appears select Display settings. In Orientation select Portrait (Flipped) and click the apply button.

Q: What does Daily and Total on the main page mean? 2019-06-20T17:41:21+00:00

A: Daily and Total hearts indicate the amount of movement you do throughout the day at your desk. As the large heart fills to the top, you will see the numbers raise under Daily and Total.
-Daily: Indicates how many hearts you have accrued that day.
-Total: All Hearts accumulated since the user created their profile.

The World Health Organization recommends standing 2 – 4 hours a day, which with the Smartpods application is equal to 1 or 2 hearts accumulated daily.

Q: How do I change my current password? 2019-07-10T14:35:04+00:00

A: At the login screen enter your email, old password, new password and verification, then press save. If you do not have a network connection, password changes can be carried out by a facility administrator or by contacting the Smartpods support team at one of the contacts below:

Toll-free: (855) 888-6858

Email: support@smartpods.ca

*Note: Your password will need to be a minimum of 6 characters including 1 upper case letter, 1 lower case letter and 1 numeric digit.

Q: I forgot my password, how do I get a new one? 2019-07-10T14:37:33+00:00

A: If you have an internet connection you may click on the forgot password button and have a reset code sent to your email to change the current password.

*Note: Your password will need to be a minimum of 6 characters including 1 upper case letter, 1 lower case letter and 1 numeric digit.

Q: I’ve registered my account, now how do I log in to the program? 2019-06-20T14:55:12+00:00

A: Once you have completed the registration process, simply enter your email and password on the main LOGIN screen and click LOGIN. You may choose to have the program remember your password by checking STAY LOGGED IN.

Q: It’s my first time using a Smartpods. How do I gain access to the program? 2019-07-10T14:48:51+00:00

A: In order to get into the program, you must first register. If you’re a new user, simply select new user, enter your email address and create/verify a password.

*Note: Your password will need to be a minimum of 6 characters including 1 upper case letter, 1 lower case letter and 1 numeric digit.

Pro Workstation FAQs

Q: If I don’t want my desk to move forward or back due to space issues with my Smartpods Basic desk, can I disable the In/Out? 2019-07-08T12:17:32+00:00

A: From your home page menu, you can select Desk Settings and set the desk to move Out when moving to Standing and Sitting. The desk surface will remain at the farthest distance from the user.

Q: There is an oil residue coming from the metal rod underneath my desk, is that normal? 2019-07-08T12:23:46+00:00

A: The actuator rod can with time start building up a bit of oil. If you have any concerns about this you can contact our Smartpods support team toll free at 855-888-6858 or by Email support@smartpods.ca.

Q: The on/off switch isn’t lighting up when I push it in. Or the desk doesn’t rise when I press the on/off button in. What should I do? 2019-07-08T12:57:10+00:00

A: Setting default to remain sitting when the desk is turn off can only be changed by the administrator. If the light doesn’t turn on the light switch may be faulty. If this happens please contact our Smartpods support line at 855-888-6858.

Q: My desk is emitting a squeak noise on the way down, is there something wrong? 2019-07-08T12:20:38+00:00

A: In some cases, a cable may rub against the inside of the shielding of your Smartpods unit. To correct this, reach behind the desk and pull the extension and Ethernet cords to remove the slack from the cables.  This should prevent any cable noise.

If the problem persists, contact our Smartpods support team toll free at 855-888-6858 or by Email support@smartpods.ca.

Q: How do I wake and power up my tower? 2019-06-20T14:43:49+00:00

If upon returning to the desk the Tower screen is black, your device has either been powered down or put into a sleep mode. Attempt to wake the Tower using the methods below:
– Tap on the Windows icon along the edge of the screen
– Double-tap the center of the screen
– Quickly tap the power button located at the top of the Tower

If your device fails to wake, next attempt to power on the device.
– Ensure the power adapter is connected to the wall outlet and Control Box
– Ensure the Tower power plug is connected to the Control Box
– Press and hold the power button at the top of the Tower for ~5 seconds

Finally, if the device fails to start:
– Ensure the wall outlet the Control Box is plugged into is powered
– Unplug the Tower power cable from the Control Box
– Wait ~10 seconds
– Plug in the Tower power cable, and wait another ~5 seconds
– Press and hold the power button at the top of the Tower for ~5 seconds

Should the Tower fail to turn on after following the steps outlined above, please
contact Smartpods for support.

Q: What do the symbols under the Smartpods logo button mean? 2019-06-20T12:31:13+00:00

A: They indicate the current status of three different Smartpods features.

The Cloud Icon indicates that data exchange with the Smartpods server is active.

The Eye Icon indicates what the motion sensor on the unit is currently detecting. When little or no movement is detected by the sensor, the indicator will remain grey, or in an ‘unlit’ state. When the sensor detects movement, the indicator will turn white. This allows you to determine if the desk can sense your presence.

The USB Icon indicates the transfer of data between the tablet and the base of the desk. When tablet and desk are communicating, the indicator light will turn white. If the tablet and desk are not currently sending or receiving information, the indicator will remain grey/unlit.

The Wifi Icon indicates when a Smartpods unit is the central hub in a hoteling network, and will either be always on or always off depending on the unit. The central hub is the unit responsible for allowing all Smartpods units on a network to communicate with each other.  If the unit is not a hub, the indicator will remain grey, unlit state. If the unit is a hub, the indicator will be white.

Automatic – autonomously moves to the user’s created activity profile

Interactive – requires user interaction for every desk movement

Manual – user moves the desk

Not commissioned – desk hasn’t been configured to Smartpods standards

Q: How and where do I set my heights? 2019-06-20T14:38:19+00:00

A: To set your heights select the Up Arrow on the Home Page, then select Height Settings. Use the Up and Down arrows to adjust your sitting height, keeping an ergonomic 90 degree arm position. Once achieved select the Set Sit button to register your sitting height. Repeat using the Up and Down arrows to adjust your standing height, keeping an ergonomic 90 degree arm position.

Q: What are the possible manufacturer limitations. 2018-12-17T13:56:15+00:00

A Manufacturer electronics may have features or limitations that can interrupt function of the Smartpods Pulse automation. Below are several examples:

Safety Zones – safety zones are set up to prevent the desk from hitting the user or static objects below the desk. Because the anti-pinch/collision detection can’t be assured 100%, they allow you to set the min height above the obstacle.

Shelf/container stops – A limited height set by design. Be sure to know the value of this height so that you can have a 90 ergonomic arm position while sitting or standing.

Motor/Control Box overheating – Some desks will refuse to move for a time after its last movement to avoid damage to the motors. This is a cool down period integrated into the design of some desk.

Duty cycle limitations – Most desks have a maximum allowable operating time each hour to prevent overheating and wear on the desks. Typically the Smartpods Pulse is well under this limit, but this should be assessed on a case by case basis.

Q: I’ve moved from my sit/stand desk to a different one and noticed that it doesn’t go as high/low. Is this a software problem or is it the desk? 2018-12-17T13:54:02+00:00

A: Certain desks have height limitations. The software can only move the desk to the heights available by the desk’s manufactured design, and these vary greatly between models. Generally speaking, a 2 tier desk will have less range than the 3 tier desk.

Q: What is the best way to shutdown the Pulse or Tablet, we are moving to another building? 2019-07-05T16:25:55+00:00

A: Go to the Smartpods Menu and select shutdown under the shutdown tab. This properly shuts down the application avoiding any loss of information or corruption of any files. It is now safe to do a Windows shutdown by selecting the Windows icon at the bottom left corner of the screen. Now select Power followed by Shut down and wait 20 seconds before removing the power and usb wires.

Q: My Tower screen is upside down, how do I correct the display? 2019-06-20T14:03:45+00:00

A: To fix this issue select the [-] sign on the top right of the screen. Now click and hold on the background until a square appears select Display settings. In Orientation select Portrait (Flipped) and click the apply button.

Q: What does Daily and Total on the main page mean? 2019-06-20T17:41:21+00:00

A: Daily and Total hearts indicate the amount of movement you do throughout the day at your desk. As the large heart fills to the top, you will see the numbers raise under Daily and Total.
-Daily: Indicates how many hearts you have accrued that day.
-Total: All Hearts accumulated since the user created their profile.

The World Health Organization recommends standing 2 – 4 hours a day, which with the Smartpods application is equal to 1 or 2 hearts accumulated daily.

Q: How do I change my current password? 2019-07-10T14:35:04+00:00

A: At the login screen enter your email, old password, new password and verification, then press save. If you do not have a network connection, password changes can be carried out by a facility administrator or by contacting the Smartpods support team at one of the contacts below:

Toll-free: (855) 888-6858

Email: support@smartpods.ca

*Note: Your password will need to be a minimum of 6 characters including 1 upper case letter, 1 lower case letter and 1 numeric digit.

Q: I forgot my password, how do I get a new one? 2019-07-10T14:37:33+00:00

A: If you have an internet connection you may click on the forgot password button and have a reset code sent to your email to change the current password.

*Note: Your password will need to be a minimum of 6 characters including 1 upper case letter, 1 lower case letter and 1 numeric digit.

Q: I’ve registered my account, now how do I log in to the program? 2019-06-20T14:55:12+00:00

A: Once you have completed the registration process, simply enter your email and password on the main LOGIN screen and click LOGIN. You may choose to have the program remember your password by checking STAY LOGGED IN.

Q: It’s my first time using a Smartpods. How do I gain access to the program? 2019-07-10T14:48:51+00:00

A: In order to get into the program, you must first register. If you’re a new user, simply select new user, enter your email address and create/verify a password.

*Note: Your password will need to be a minimum of 6 characters including 1 upper case letter, 1 lower case letter and 1 numeric digit.

Pulse Technology FAQs

Q: How do I wake and power up my tower? 2019-06-20T14:43:49+00:00

If upon returning to the desk the Tower screen is black, your device has either been powered down or put into a sleep mode. Attempt to wake the Tower using the methods below:
– Tap on the Windows icon along the edge of the screen
– Double-tap the center of the screen
– Quickly tap the power button located at the top of the Tower

If your device fails to wake, next attempt to power on the device.
– Ensure the power adapter is connected to the wall outlet and Control Box
– Ensure the Tower power plug is connected to the Control Box
– Press and hold the power button at the top of the Tower for ~5 seconds

Finally, if the device fails to start:
– Ensure the wall outlet the Control Box is plugged into is powered
– Unplug the Tower power cable from the Control Box
– Wait ~10 seconds
– Plug in the Tower power cable, and wait another ~5 seconds
– Press and hold the power button at the top of the Tower for ~5 seconds

Should the Tower fail to turn on after following the steps outlined above, please
contact Smartpods for support.

Q: What do the symbols under the Smartpods logo button mean? 2019-06-20T12:31:13+00:00

A: They indicate the current status of three different Smartpods features.

The Cloud Icon indicates that data exchange with the Smartpods server is active.

The Eye Icon indicates what the motion sensor on the unit is currently detecting. When little or no movement is detected by the sensor, the indicator will remain grey, or in an ‘unlit’ state. When the sensor detects movement, the indicator will turn white. This allows you to determine if the desk can sense your presence.

The USB Icon indicates the transfer of data between the tablet and the base of the desk. When tablet and desk are communicating, the indicator light will turn white. If the tablet and desk are not currently sending or receiving information, the indicator will remain grey/unlit.

The Wifi Icon indicates when a Smartpods unit is the central hub in a hoteling network, and will either be always on or always off depending on the unit. The central hub is the unit responsible for allowing all Smartpods units on a network to communicate with each other.  If the unit is not a hub, the indicator will remain grey, unlit state. If the unit is a hub, the indicator will be white.

Automatic – autonomously moves to the user’s created activity profile

Interactive – requires user interaction for every desk movement

Manual – user moves the desk

Not commissioned – desk hasn’t been configured to Smartpods standards

Q: How and where do I set my heights? 2019-06-20T14:38:19+00:00

A: To set your heights select the Up Arrow on the Home Page, then select Height Settings. Use the Up and Down arrows to adjust your sitting height, keeping an ergonomic 90 degree arm position. Once achieved select the Set Sit button to register your sitting height. Repeat using the Up and Down arrows to adjust your standing height, keeping an ergonomic 90 degree arm position.

Q: What are the possible manufacturer limitations. 2018-12-17T13:56:15+00:00

A Manufacturer electronics may have features or limitations that can interrupt function of the Smartpods Pulse automation. Below are several examples:

Safety Zones – safety zones are set up to prevent the desk from hitting the user or static objects below the desk. Because the anti-pinch/collision detection can’t be assured 100%, they allow you to set the min height above the obstacle.

Shelf/container stops – A limited height set by design. Be sure to know the value of this height so that you can have a 90 ergonomic arm position while sitting or standing.

Motor/Control Box overheating – Some desks will refuse to move for a time after its last movement to avoid damage to the motors. This is a cool down period integrated into the design of some desk.

Duty cycle limitations – Most desks have a maximum allowable operating time each hour to prevent overheating and wear on the desks. Typically the Smartpods Pulse is well under this limit, but this should be assessed on a case by case basis.

Q: I’ve moved from my sit/stand desk to a different one and noticed that it doesn’t go as high/low. Is this a software problem or is it the desk? 2018-12-17T13:54:02+00:00

A: Certain desks have height limitations. The software can only move the desk to the heights available by the desk’s manufactured design, and these vary greatly between models. Generally speaking, a 2 tier desk will have less range than the 3 tier desk.

Q: What is the best way to shutdown the Pulse or Tablet, we are moving to another building? 2019-07-05T16:25:55+00:00

A: Go to the Smartpods Menu and select shutdown under the shutdown tab. This properly shuts down the application avoiding any loss of information or corruption of any files. It is now safe to do a Windows shutdown by selecting the Windows icon at the bottom left corner of the screen. Now select Power followed by Shut down and wait 20 seconds before removing the power and usb wires.

Q: My Tower screen is upside down, how do I correct the display? 2019-06-20T14:03:45+00:00

A: To fix this issue select the [-] sign on the top right of the screen. Now click and hold on the background until a square appears select Display settings. In Orientation select Portrait (Flipped) and click the apply button.

Q: What does Daily and Total on the main page mean? 2019-06-20T17:41:21+00:00

A: Daily and Total hearts indicate the amount of movement you do throughout the day at your desk. As the large heart fills to the top, you will see the numbers raise under Daily and Total.
-Daily: Indicates how many hearts you have accrued that day.
-Total: All Hearts accumulated since the user created their profile.

The World Health Organization recommends standing 2 – 4 hours a day, which with the Smartpods application is equal to 1 or 2 hearts accumulated daily.

Q: How do I change my current password? 2019-07-10T14:35:04+00:00

A: At the login screen enter your email, old password, new password and verification, then press save. If you do not have a network connection, password changes can be carried out by a facility administrator or by contacting the Smartpods support team at one of the contacts below:

Toll-free: (855) 888-6858

Email: support@smartpods.ca

*Note: Your password will need to be a minimum of 6 characters including 1 upper case letter, 1 lower case letter and 1 numeric digit.

Q: I forgot my password, how do I get a new one? 2019-07-10T14:37:33+00:00

A: If you have an internet connection you may click on the forgot password button and have a reset code sent to your email to change the current password.

*Note: Your password will need to be a minimum of 6 characters including 1 upper case letter, 1 lower case letter and 1 numeric digit.

Q: I’ve registered my account, now how do I log in to the program? 2019-06-20T14:55:12+00:00

A: Once you have completed the registration process, simply enter your email and password on the main LOGIN screen and click LOGIN. You may choose to have the program remember your password by checking STAY LOGGED IN.

Q: It’s my first time using a Smartpods. How do I gain access to the program? 2019-07-10T14:48:51+00:00

A: In order to get into the program, you must first register. If you’re a new user, simply select new user, enter your email address and create/verify a password.

*Note: Your password will need to be a minimum of 6 characters including 1 upper case letter, 1 lower case letter and 1 numeric digit.