STIHL connected

FAQ – frequently asked questions

Before buying

What is the STIHL connected portal needed for?

The STIHL connected portal is the digital workplace specially for commercial use. It offers you extended features for comprehensive, digital fleet management. If you only use the STIHL connected App, you will only have access to a limited range of STIHL connected functions, analysis and display facilities.

What is the STIHL connected App needed for?

The STIHL connected App is a central system module of STIHL connected. It is needed in order to transmit the data collected by the STIHL Smart Connector per WLAN or the mobile data connection of your smartphone or tablet to the STIHL Cloud. The data is then available to you for evaluation in the STIHL connected portal. Using the STIHL connected App you can better plan and document your own jobs.

What is the purpose of the STIHL Smart Connector?

The STIHL Smart Connector serves to gather information on the use of your machine. The STIHL Smart Connector automatically detects when your machine is being run and ascertains the operating hours.  You can view the operating hours of your machines via the STIHL connected App and the STIHL connected portal.

Does the STIHL connected system offer protection against theft?

At present, the STIHL connected system cannot be used as an anti-theft alarm.

Installation

Which products can be retrofitted with the STIHL Smart Connector?

In principle, the STIHL Smart Connector can be retrofitted to STIHL products as well as third-party products. The full functionality of the STIHL Smart Connector is only guaranteed with fully supported STIHL products. The position where the Smart Connector is fitted is predefined for fully supported STIHL products. Apart from that, the recommended product-specific servicing instructions are already stored in the system.

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

The position where the Smart Connector should be ideally fitted has been predefined for every fully supported STIHL product  Apart from that, the recommended product-specific servicing instructions are already stored in the system.
Partly supported products can also be connected with the Smart Connector. However, there are no predefined positions for fitting the Smart Connector for such products and also no predefined product-specific servicing instructions.

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 200*, MSA 220*, MS 170, MS 180, MS 201, MS 231*, MS 251, MS 261, MS 362, MS 500i, MS 661*

Pole pruners
HT 56, HT 103, HT 133*

Cut-off machines
TSA 230, TS 410, TS 420, TS 440, TS 480i*, TS 500i

Brushcutters and clearing saws
FSA 45, FSA 56*, FSA 130, FS 38, FS 40, FS 55*, FS 56, FS 89*, FS 91, FS 111, FS 131, FS 240, FS 260*, FS 311, FS 360, FS 410*, FS 460, FS 490*, FS 510*, FS 560

KombiSystem, MultiSystem, edger and earth augers
KMA 130, KM 56, MM 56, KM 111, KM 131, BT 131, FR 131*, FC 91

Blowers
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

Home sprayers and mistblowers
SH 56, SH 86, SR 430, SR 450

Hedge trimmers
HSA 45, HSA 56*, HSA 66, HSA 86*, HS 46*, HS 56*, HS 82, HS 87

Hand-guided lawn mowers, lawn aerators and riding mowers
RMA 2 RT*, RMA 235*, RMA 339*, RMA 443*, RMA 448*, RM 443*, MB 443*, RM 448*, MB 448 CV*, RM 655 YS*, MB 655 YS*, RM 756*, MB 756 YC*, RT 4082*, MR 4082*, RT 6127 ZL*, MT 6127 ZL*

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

Which system requirements are necessary for the use of STIHL connected?

Smartphone for STIHL connected App:
• Features: Camera, GPS, Bluetooth Low Energy 4.0
• Operating system: iOS 11.0 (or higher), Android 5.0 (or higher)

PC for STIHL connected portal:
• Windows or Mac
• Internet connection

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

Our installation video shows you how to fit the STIHL Smart Connector correctly. You are shown installation videos in the STIHL connected App or STIHL connected portal when you add the STIHL Smart Connector.

Can I also use the STIHL Smart Connector on a third-party product?

The use of the Connector on third-party products is possible to a limited extent (e.g. there are no runtime-related servicing instructions). All general information on the use of the Connector on third-party products can be found in the user manual.

Can the STIHL Smart Connector and the STIHL connected system also be used with used products?

Yes, used products can also be used. Refer to the instructions in the user manual for further help.  When entering products and setting up the Connector in the STIHL connected App it is possible to define the operating hours the used product has already run as the starting value for the runtime.

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.

How can I add a product in the STIHL connected App or STIHL connected portal?

STIHL connected App:
After starting the STIHL connected App you can find your product overview under “Equipment”. You can add a new product using the “+” sign at the navigation bar on the bottom of the screen.

STIHL connected portal:
Adding new products is effected via the navigation bar in the product overview.

What is the supplied mounting hardware used for?

The adhesive tape and the supplied screws, incl. washers, match the STIHL Smart Connector. Only the supplied mounting hardware may be used for “bonding” and “screw mounting”. Other mounting options such as “riveting” or “cable ties” depend on the position where the Connector is fitted in each case and must therefore be chosen and purchased to suit. If necessary, please refer to the information in the operating instructions.

I have forgotten my password. What can I do?

On the login screen you can use “Forgot Password” to have a activation link sent to you by email and assign a new password.

How do I obtain access to the STIHL connected portal?

You can reach the STIHL connected portal at https://connect.stihl.com. You obtain access to the STIHL connected portal by registering.

Is software or an installation required for the STIHL connected portal?

No, the STIHL connected portal does not need to be installed. The STIHL connected portal is a browser application. Access to the portal is assured with an Internet connection.

What access data is required for STIHL connected?

You have to register by STIHL connected App or via the STIHL connected portal for access to STIHL connected. You need an email address for this purpose. You can assign a password during the registration.

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

  • First check that your smartphone’s Internet connection is active. 
  • Then try to move the datamatrix code into the app’s scan window. Tap the scan window to re-focus the image. Vary the distance between smartphone and datamatrix code if focusing is not possible. Make sure lighting is adequate. 
  • If the datamatrix code cannot be read, select the keypad symbol in the menu bar and enter the serial number of the STIHL Smart Connector.

Where can I obtain the STIHL connected App?

The STIHL connected App is available for devices with 

Tip: Enter “STIHL connected” as your search word.

How do I add a STIHL Smart Connector to a new product?

After entering a product you add a Smart Connector under “Connector” in the product’s detailed view. The installation videos in the app and portal support and guide you through the process.

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 expose the datamatrix code.

I want to equip my machine with a new STIHL Smart Connector. Can I adopt the runtime of my machine?

If you want to equip your machine with a new STIHL Smart Connector, you can use the operating hours the machine has already run as the starting value for the runtime.

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 on the bottom of the screen. All products in range will be displayed.

Can I assign several STIHL Smart Connectors to one product.

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

Functionality

Does the STIHL Smart Connector also record the operating hours of my product even if the smartphone is out of range?

Recording operating hours takes place independent of the connection to the smartphone.  A continuous connection to the smartphone is not necessary. The operating hours are stored locally on the STIHL Smart Connector.

How can 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 reach the setting in the respective detailed view of the product under item “Edit”.

How can I delete a product?

You can select “Delete” under item Edit” in the detailed view of the product. The product is then removed from your product overview.

How can I delete my STIHL connected account?

You can delete your personal account in your account settings using the editing options in the STIHL connected portal. Please note that all personal data and product data are permanently deleted in this process.

How can I authorize other employees?

As fleet manager you can add further employees and assign rights in the respective user settings at any time via the STIHL connected portal. A communal machine fleet can be operated in this way.

How can I change the product picture?

When setting up a new product you can add a product picture from the photo gallery of your smartphone.
Changing pictures of already added products is not possible at the moment. An implementation of this fuctionallity is already in the pipeline.
Workaround: Delete the product (the product data will be lost) and add it again. Now you can take a new picture.

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.

Which operating status does the LED in the STIHL Smart Connector housing indicate?

Depending on its color, the LED in the STIHL Smart Connector housing indicates the operating status of the power tool. The operating conditions are indicated as follows:
Normal operation = glows green
Change battery = flashes red
Internal fault = glows red
The LED is activated as soon as the coin cell is fitted. The LED goes off after a few seconds to save power.

Is the STIHL Smart Connector permanently connected to the smartphone?

The STIHL Smart Connector does not require a permanent active connection to your smartphone. The Connector periodically transmits the current runtime of your product.  The transmitted data is received automatically if the smartphone with the STIHL connected App is in range.

What is the maximum range between a STIHL Smart Connector and the smartphone?

The maximum range between the STIHL Smart Connector and smartphone is ten meters. Other factors, such as obstacles, can influence the range.

Is the runtime determined when the STIHL connected App is closed?

Runtime is determined independent of the STIHL connected App. However, if the STIHL connected App is active, the runtime is transmitted several times per minute to the STIHL connected portal. If the STIHL connected App is inactive, the transmission interval is considerably reduced.

Servicing

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

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

Does the dealer receive a message if I enter a service for my machines?

The servicing dealer does not receive a message when a service is entered in the STIHL connected portal. Only if you select “Contact Dealer” in the detailed view of your product for a service that has been entered or recommended you can inform the dealer directly by email.

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

No, STIHL warranty decisions are not made of the basis of service information from STIHL connected.

Miscellaneous

How can I change the language of the STIHL connected App or in the STIHL connected portal?

STIHL connected App:
You can change the language setting directly in the App under "settings".

STIHL connected portal:
You can change the language setting in the settings of your user account under “Account Data”. 

Is an Internet connection necessary to use the STIHL connected App?

No Internet connection is necessary to use the app. There is no need for an Internet connection even during use with your machines since data is temporarily stored locally on the Connector. However, an Internet connection is necessary (WLAN or mobile data connection) for the data exchange between the STIHL connected App and the STIHL connected portal.

Can the dealer view my data?

The servicing dealer will have access to your customer master data if you have added the dealer in the STIHL connected portal to your account. The dealer gains access to your product-specific machine data only if you have agreed to “..the transmission of my data to the selected dealer ..” in the editing mode of your product. 
If you have not added a servicing dealer, no customer or machine data is transmitted.

Can I locate my staff via STIHL connected?

No, it is not possible to locate staff. Location information is used only during active operation of machines to determine where work is being performed.

What does STIHL do with my data from STIHL connected?

STIHL uses your personal data, especially the machine, product and usage data, only to fulfill the contract made with you and to provide support for your products.  Further, we compile with the aid of the data anonymized statistics which we use to improve our products and our service, and for product monitoring and guaranteeing product safety.

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

Your STIHL servicing dealer and our service hotline is available for questions and answers.

Can the STIHL connected App receive data from several Connectors?

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

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

The influence of strong magnetic fields can cause your STIHL Smart Connector to show too high a runtime.

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

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

Can several STIHL Smart Connectors be used simultaneously?

Yes, it is possible to use several STIHL Smart Connectors at the same time. If the runtimes of several products, or Connectors, have to be read out at the same time, this may take longer than the synchronization of indiviidual Connecors with the STIHL connected App.

What power supply does the STIHL Smart Connector require?

An IEC-CR 2032 lithium coin cell battery is required to operate a STIHL Smart Connector.

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

You need a smartphone as well as an account in the STIHL connected App and on the STIHL connected portal in order to be able to use all functions of STIHL connected.
It is also possible to use a STIHL Smart Connector without a smartphone, but will not be able transfer data from the Smart Connector to the STIHL connected portal.

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

As soon as the STIHL Smart Connector recognizes operation of your machine, the runtime is transmitted to the STIHL connected App several times per minute. The runtimes of the product are synchronized with the STIHL Cloud several times per minute when there is an existing connection between the STIHL connected App and Connector as well as a smartphone Internet connection. If the connections are not active, the data is temporarily stored and transmitted at the next opportunity.

Troubleshooting

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

To ensure correct runtime recording it is important to observe the exact position recommended for fitting on fully supported STIHL products. However, if the runtime still deviates, please check that there are no strong magnetic fields within about 0.5 meters during storage, transport and usage.

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

The location analysis does not offer a localization function, it is designed for analysis of the application. To ensure the location is shown correctly, the smartphone with STIHL connected App and the STIHL product concerned must be within range of each other at the operating site. The range is no more than ten meters.

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

Please make sure that a charged type CR 2032 coin cell is fitted and 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. If you have any further questions, contact a servicing dealer for assistance.

LED in STIHL Smart Connector housing flashes red. What can I do?

A red flashing LED indicates a low battery. Please change the battery.

LED in STIHL Smart Connector housing glows red for several seconds. What can I do?

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

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

Check the following:

  • Your smartphone with the STIHL connected App is within a range of ten meters from the Connector. The time required for recognition can take up to 60 seconds. 
  • You have activated location and Bluetooth on your smartphone.
  • Smartphone meets the system requirements.
  • The insulator film between the coin cell and contacts in the Smart Connector housing has been removed.
  • 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” via the STIHL connected App.

My STIHL connected App shows no STIHL Smart Connectors in the vicinity or supplies no more up-to-date data even though the power tools are set up. What can I do?

Check the following:

  • A malfunction in the STIHL connected App is excluded. If necessary, log out of the STIHL connected App, close the app, open the app again and log on.
  • The battery has been fitted observing the correct polarity.
  • The battery is not low on charge. If necessary, fit a new battery.

If the data is not updated, please submit a “Support Request” via the STIHL connected App.