STIHL connected

FAQ – frequently asked questions

Usage

Which STIHL products can be retrofitted with STIHL connected?

The following STIHL products can be retrofitted with STIHL connected:

BGA 45, BGA 56, BGA 100, FSA 45, FSA 56, FSA 130, HSA 45, HSA 56, MA 235, MSA 120, MSA 160 T, RMA 339, RMA 443, RMA 448, RMA 2 RT

BG 50, BG 56, BR 430, BR 500, BR 600, BR 700, FC 91, FS 38, FS 40, FS 55, FS 56, FS 91, FS 131, FS 311, FS 460, FS 490, FS 510, FS 560, HS 46, HS 56, HS 82, HS 87, MS 170, MS 180, MS 201 T, MS 231, MS 251, MS 261, MS 362, MS 400, MS 500i, RM 443 (MB 443), RM 448 (MB 448 VC), RM 655 YS (MB 655 YS), RM 756 (MB 756 YC), RT 4082, RT 6127 ZL, TS 420, TS 440, TS 500i

What are the essential system requirements?

To run the STIHL app you need a smartphone (with camera function and GPS) which supports Bluetooth 4.0 (Low Energy) as a minimum, and also runs iOS 9.3 (or later) or Android 4.4 (or later). For the STIHL connect pro portal, you need a Mac or Windows-enabled PC, a working internet connection, and a smartphone (with camera function and GPS).

How do I correctly connect the STIHL Smart Connector to my STIHL product?

Our installation videos demonstrate how to do this for all compatible STIHL products. These can be easily accessed via the STIHL app or the STIHL connect pro portal.

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

The use of the STIHL Smart Connector with third-party products is only possible to a limited extent (for example, there will be no operating-time-related maintenance information available). All the relevant general information on using the STIHL Smart Connector with third-party products is provided in the attached sheet.

Can I reuse a second-hand STIHL Smart Connector on a different product?

STIHL Smart Connectors are designed with mounts which are suitable for one-time use only. As such, use on another product is not recommended. However, the STIHL Smart Connector can always be reconfigured (in terms of the pairing between a machine and the STIHL Smart Connector).

Does the STIHL Smart Connector also record my product's service life if the smartphone with the STIHL app is not in range?

The service life is recorded regardless of a connection to the smartphone. This means that it is not always necessary to have a smartphone connection, as service life details are also stored locally on the STIHL Smart Connector.

How do I perform maintenance on my STIHL product when recommended to do so (e.g. checking the chain brake or chain lubrication, etc.)?

The precise steps for maintaining your STIHL product are described in the respective user manual. Tip: Digital user manuals are also available at www.stihl.com and in the STIHL app.

The operating time of my STIHL product is not recorded or is incorrect. What can I do about this?

In order to ensure that the operating time is recorded correctly, it’s important that the Smart Connector is attached to the recommended STIHL products precisely in line with recommendations. If the operating time is inaccurate despite following these recommendations, please ensure that there are no strong magnetic fields within a range of approximately 0.5 m during storage, transport and use.

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

Location analysis does not offer a localisation function; instead, it is responsible for analysing usage. In order for this to be displayed correctly, your smartphone with STIHL app and the relevant STIHL product must both be in range directly at the place of use.

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

Yes, second-hand products can also be used. The information in the attached sheet and in the instructions provided in the STIHL app offer further guidance. It is also possible to set operating time at a certain level when setting up products and the STIHL Smart Connector. This means that previously completed operating time can be entered in advance as a starting value.

Where can I find the serial number or barcode for my product?

The serial number and – for later products – the barcode can be found on the model plate of your STIHL product.

How can I change the language in the STIHL app or in the STIHL connect pro portal?

The language setting for the STIHL connect pro portal can be changed in the settings for your user account under the point “account details”.
You can change the language for the STIHL app via the general language settings on your smartphone.

How can I add a machine in the STIHL app or the STIHL connect pro portal?

 After launching the STIHL app, you can access your machine overview under “My STIHL”. You can add new machines using the “+” symbol at the edge of the screen. In the STIHL connect pro portal, you create new machines using the navigation bar in the machine overview.

How can I change the internal name for my product?

An internal name can be allocated or changed in edit mode either when setting up a new machine or during subsequent editing. For machines that have already been set up, settings can be accessed under the “Edit” option in the respective machine view.

How can I delete a product?

You can do this in the respective machine view under the “Edit” option.

How can I delete my STIHL connected account?

You can delete your personal account in your account settings using the edit options in the STIHL connect pro portal. Please note that this will also irrevocably delete all personal data and machine data.

How can I authorise additional users?

As the fleet operator, you can add additional users at any time using the STIHL connect pro portal, and/or allocate rights in the respective user settings. This means that you can operate a fleet of tools on a collaborative basis. You can of course also create an independent account for a separate fleet of tools by creating a new registration for it.

How can I change the product image?

Product images can be assigned and/or amended from a photo gallery or using the camera when setting up a new machine or during subsequent editing. The settings are amended and applied in edit mode. For machines that have already been set up, the settings can be accessed under the “Edit” option in the respective machine view.

How do I change the image for my account?

You can change the image for your user account in your account settings. To do so, select the profile image icon from the menu.

How can I change my address?

You can change the address for your user account using your account settings.

How do I change my stored STIHL dealer?

You can change the information regarding your STIHL dealer using your account settings.

I cannot identify the serial number for the STIHL Smart Connector on the label. Can you help?

For paired products, the serial number (MAC address) can be viewed in the STIHL connect pro portal. In addition to the serial number in clear text, the 2D data matrix code includes the serial number. The data matrix code can be read using the STIHL app. If it is no longer possible to read the entire label and the Smart Connector is no longer paired, restoration is not possible.

What happens to my completed periods of work when I delete machines or users at a later point in time?

Your completed periods of work are retained for the purpose of documentation.

The wrong display language is selected. How can I correct this?

 You can select the language in the menu bar of the STIHL connect pro portal or under the system settings in the STIHL app. If the language you have selected is not applied correctly in the portal, this may be due to your browser settings. Please delete cookies in your browser via your browser settings.

Where can I find personal support for setting up and using the STIHL Smart Connector?

Your STIHL dealer will be happy to help, as will our telephone service hotline.

Can I use other fleet management systems with my STIHL Smart Connector?

Currently it’s only possible to use the Smart Connector with the STIHL connected system.

How can I tell that the STIHL Smart Connector has successfully connected to the app?

The connection status of the STIHL Smart Connector is indicated by a red or green symbol in the STIHL app.

How big is the range between a STIHL Smart Connector and a smartphone?

The range between a STIHL Smart Connector and a smartphone is generally up to 10 metres. However, it may vary between different smartphones and if there are obstacles.

Can I assign multiple STIHL Smart Connectors to a single product?

No, only one STIHL Smart Connector can be assigned to each product.

Can multiple STIHL Smart Connectors be used at the same time?

Yes, it is possible to use multiple STIHL Smart Connectors at the same time. However, this may result in individual connectors’ response times increasing.

How often is data synchronised between the STIHL app and the STIHL cloud?

When the STIHL Smart Connector recognises that a tool is being operated, it sends the operating time to the STIHL app several times per minute. If there is an internet connection, the STIHL app also transfers the data to the cloud several times per minute. If there is no smartphone or internet connection, the data is temporarily stored until a connection is created, and then transferred.

Does the STIHL connected system offer protection against theft?

The STIHL connected system cannot currently be used as protection against theft.

Is the operating time only determined if the STIHL app is connected?

The operating time is generally determined independently of a smartphone. However, the operating time is transferred to the STIHL connect pro portal several times per minute when the STIHL app is open. When the STIHL app is closed, the transfer interval reduces significantly.

The STIHL app indicates that an update is available for a STIHL Smart Connector, but I cannot start the update.

You can solve this problem by moving the STIHL Smart Connector and your smartphone closer to each other. In addition, please check the battery condition and replace the battery if necessary.

What languages is the app available in?

The app is currently available in the following languages: German, English, French, Flemish, Dutch, and Swedish.

STIHL Smart Connector

What operating conditions do the LEDs in the STIHL Smart Connector indicate?

The status LEDs are always activated when the battery is inserted. The LED status display goes out after a few seconds in order to save power. The status LEDs indicate the following conditions: Normal operation = lit up in green; firmware update = flashing green; change battery = flashing red; internal error = lit up in red

The LEDs in the STIHL Smart Connector do not light up when the coin cell is inserted. What can I do about this?

Please ensure that the charged CR2032 cell is inserted with the correct polarity. If no LEDs light up, the battery needs to be reinserted or possibly replaced. If this does not resolve the problem, please contact a dealer.

The LEDs in the STIHL Smart Connector are flashing red. What can I do about this?

If the LEDs are flashing red, this indicates low battery charge. Please replace the battery.

The LEDs in the STIHL Smart Connector are lit up red (for several seconds). What can I do about this?

If the LEDs are continually lit up red for several seconds, this indicates an internal error in the STIHL Smart Connector. Please contact your dealer to remedy this.

The LEDs in the STIHL Smart Connector are flashing green. What does this mean?

If the LEDs are flashing in green, this signals a firmware update which may take up to a minute. Please do not remove the battery during the update.

The STIHL Smart Connector cannot be found when setting up my app. What can I do about this?

During initial setup, it is essential to check that the battery has been correctly inserted into the STIHL Smart Connector and the isolation film has been removed. The LED signal must light up in green after the battery has been inserted. Please also ensure that the smartphone system requirements are fulfilled, all permissions have been enabled for the STIHL app, and Bluetooth is switched on. Note: Your smartphone must be within 10 metres of the STIHL Smart Connector in order to detect it. You may need to wait up to 60 seconds for detection.

My app is not showing any STIHL Smart Connectors nearby or is no longer providing current data even though the tools have been set up. What can I do about this?

First, check that the battery is inserted correctly. If no LEDs light up or if there is only a red signal, it may also be necessary to replace the battery. To do so, remove the coin cell and insert a new one. If the green LED lights up, you may start a new search process in the STIHL app. If the STIHL Smart Connector is still not found, please also replace the battery in this case. As a smartphone error cannot be ruled out as a possibility, it may be helpful to restart your smartphone.

What is the securing material included in delivery intended for?

The adhesive tape and screws, including plain washers, are supplied to suit the STIHL Smart Connector. Only the provided securing materials may be used when using the “sticking” or “screwing” methods to secure the STIHL Smart Connector. The dimensions of supplementary securing options such as “rivets” or “cable ties” mean that these options depend on the respective attachment location, and must therefore be selected and procured as appropriate. Where applicable, please note the information in the operating instructions.

Is my product's service life information lost when the battery in the STIHL Smart Connector is flat?

A flat battery or a battery replacement do not result in the service life being lost. The service life is constantly backed up and when a new battery is inserted for example, the most recently backed up value is restored.

How do I add a STIHL Smart Connector to a STIHL product I have set up?

After setting up a STIHL product, you can add a STIHL Smart Connector in the respective submenu.

Where can I find the data matrix/QR code for my STIHL Smart Connector?

The data matrix code is located under the battery of the STIHL Smart Connector. The lid needs to be opened and the battery removed for setup.

I would like to fit a new STIHL Smart Connector to my machine. Can I carry over my machine's operating time?

A Smart Connector can be fitted to both new machines and ones that have been in use for any given length of time. If you fit a new STIHL Smart Connector to your machine, the previously-accrued operating time can be specified as a starting value.

My machine's operating time is too high. Is there a way to reset the operating time?

The only way to reset the operating time is indirectly: you must delete the existing pairing between the machine and the STIHL Smart Connector first. CAUTION: It will then no longer be possible to view or restore the pairing data (latest operating time). A starting value can be entered for a new pairing. The actual operating time can be corrected using this value. CAUTION: The history of the previous pairing is then also no longer available after this.

What happens if several STIHL connected systems are in range?

The STIHL app only receives data from recognised STIHL Smart Connectors. Any additional STIHL Smart Connectors that are nearby but not allocated to the current STIHL connect pro portal account are ignored.

Are there any disruptive factors that could influence my STIHL Smart Connector?

It’s possible that a strong magnetic field may cause your STIHL Smart Connector to determine too high an operating time.

What is the STIHL Smart Connector used for?

The STIHL Smart Connector is used to determine information about the use of a tool. To enable this to happen, the STIHL Smart Connector is attached to a tool and then automatically recognises when this tool is in operation. The service life is transferred to the STIHL connect pro portal by the STIHL app via smartphone.

Is the STIHL Smart Connector permanently connected to your smartphone?

The STIHL Smart Connector does not need a permanently active connection to your smartphone. It sends the current operating time periodically. If a smartphone with a corresponding account is nearby, the sent data is received automatically.

What power supply does the STIHL Smart Connector use?

An IEC-CR2032 lithium coin cell is required to operate a STIHL Smart Connector.

Can I also use a STIHL Smart Connector without a smartphone?

Although it is possible to use a STIHL Smart Connector without a smartphone, doing so means you will not be able to transfer data recorded by the Smart Connector to the STIHL connect pro portal. In order to access the full functionality available, we recommend keeping your smartphone in range when operating a tool with a STIHL Smart Connector. In addition, the smartphone must have access to the STIHL connect pro portal.

Why does the STIHL app indicate that the STIHL Smart Connector is not connected even though it is nearby and the battery is charged?

In some cases, it may take several seconds for a STIHL Smart Connector to be recognised. This may result in the connection status only being correctly displayed after a short period of time, for example when starting the app.

Am I notified about updates and are these run automatically?

If there is an update available for the STIHL Smart Connector, you will receive a corresponding notification in the STIHL app and can then start the corresponding update.

Are updates for the STIHL Smart Connector installed automatically?

No, you are notified by means of a corresponding update and must then start the installation using the app.

STIHL connect pro portal

I've forgotten my password. What can I do about this?

 You can request a new password in the login screen to reset your password.

How do I gain access to the STIHL connect pro portal?

You can access the STIHL connect pro portal via the following website: https://connect.stihl.com.

Do I need a particular piece of software or to install anything to use the STIHL connect pro portal?

No, the STIHL connect pro portal does not require any form of installation. It is accessed via a browser. All you need is an internet connection.

What access details do I need for STIHL connected?

 You need to register using the STIHL app or the STIHL connect pro portal to access STIHL connected. To do this, you need an email address. You can assign a password during the registration process.

What do I need for the STIHL connect pro portal?

STIHL connect pro portal is the digital workplace specifically intended for commercial use. It offers you extended functions for comprehensive digital fleet management. Solely using the STIHL app only gives you restricted functionality and limited options for analysis and display from STIHL connected.

Can the dealer view my data?

The dealer receives an overview of customer master data. Usage-related machine data is only transferred in the process of agreeing an appointment with the dealer.

Does the dealer receive a notification when I set up a maintenance instance for my machines?

Your dealer is only notified when an appointment is specifically agreed, i.e. they are not automatically notified when maintenance instances are created and maintenance is performed.

I am not a commercial user and therefore do not have any customers. Is it still possible to schedule periods of work and instances of maintenance?

You can schedule and implement periods of work and instances of maintenance even if you do not have customers.

Will using STIHL connected (e.g. whether or not maintenance is performed) influence the warranty for my STIHL products?

No. Warranty decisions by STIHL are not influenced on the basis of maintenance information from STIHL connected.

Can I locate my employees using STIHL connected?

No, it is not possible to locate employees. Location information is only used during active operation of the machines to localise a period of work.

What does STIHL do with my data from STIHL connected?

STIHL will only use your personal data, in particular the machine, device and usage data, to comply with the contract which exists with you, and for the purposes of supporting your products. In addition, we use these data to produce anonymized statistics, helping us to improve our products and services, to observe products and to ensure product safety.

What is the STIHL connect pro portal used for?

The STIHL connect pro portal is an advanced fleet management system.

STIHL app

I've forgotten my password. What can I do about this?

You can request a new password in the login screen to reset your password.

The app does not recognize the 2D data matrix code in the battery compartment of the STIHL Smart Connector. What can I do about this?

First, make sure that there is an active internet connection with your smartphone. Then try to move the 2D data matrix code into the app’s scanning window. Tapping on the scanning window automatically resets the focus. You can also try moving your smartphone closer to or further away from the 2D data matrix code. And always make sure there is sufficient light. If these solutions don’t work, you can also enter the serial number of your STIHL Smart Connector manually.

Where can I get the STIHL app?

 The STIHL app is available in the AppStore for iOS and in the Google Play store for Android operating systems. Tip: Search for the word “STIHL”.

What do I need the STIHL app for?

The STIHL app is a central system component of STIHL connected. You need it to transfer data collected by the STIHL Smart Connector, from your smartphone or tablet, into the STIHL cloud via Wi-Fi or mobile data network. You can then access the data for analysis on STIHL connect pro portal. You can also plan and document your own periods of work better using the STIHL smartphone and tablet app. In addition, it’s quick and easy to contact your STIHL dealer when tool maintenance is due.

I cannot find or add my STIHL product under "My STIHL". How can I create a new product under "My STIHL"?

There are several ways you can set up a new STIHL product. The machine can be identified using the barcode on your product. Alternatively, you can select it using a catalogue search. Further identification features such as the serial number or an internal name can also be added. Older or third-party products can be added using “Create product manually”.

Do I need an internet connection to use the STIHL app?

Yes. A working internet connection via Wi-Fi or mobile data is needed to use all the functionalities of the STIHL app with the STIHL cloud. However, a constant data connection is not necessarily required, as local intermediate storage ensures robust data availability during use with STIHL products.

Cookies on the STIHL website

We use cookies to ensure that we give you the best experience on our website. If you continue without changing your settings, we'll assume that you are happy to receive all cookies on our STIHL website. However, if you would like to, you can change your cookie settings at any time.

OK