Purpose
This section explains the behavior of the system when a Smartbox(pro) replacement is triggered by a commission message.A replacement occurs in specific cases where two machines in the system are found to share the same unique Serial Number (SN), and both are equipped with an upload device of type Smartbox or Smartbox Pro.
When a machine replacement is initiated, users must wait for the process to complete before interacting with the affected device. During this process, the system handles two machines:
The old machine, which holds the original communication token and complete historical data (sensor readings, events, etc.)
The new machine, which will eventually continue sending data under the same SN with a new communication token.
The system ensures a seamless transition by merging data from both machines after the replacement is finalized, keeping the old machine object (machine id) replacing the communication token. This allows users to retain the full history of the machine. While the replacement is in progress, the affected machine will be marked with a specific icon indicating its transitional state:
This mechanism helps maintain continuity and data integrity throughout the device lifecycle.
Important to mention that Service providers must wait until this is completed and they should monitor the status in order take action. This is explained in the following section.TP
Pre-requisites
The user should have the CC Admin role.
To see the status of the replacement, navigate to Tools → Smartbox Replacement → Search the Serial Number of the machine which is under replacement. This section will show you the status of the replacement, old and new IMEI details and the reason in last column.
Replacement Statuses and Possible Actions
| Status | Description | Possible Actions |
| Success | State ‘Success’ Indicates that the replacement has been successful, and no further action is required from the user. | Review that everything is ok. |
Failed to Review | The replacement process is currently in a "Failed to Review" state and requires user intervention to proceed. Possible reasons for this status include:
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| Pending | Old Smartbox is still online: This status indicates that both Smartboxes are online, and the replacement process is currently in a pending state as both are sending heartbeats to Smartlink. | To proceed with the replacement process, the user must click on "Suspend the SIM card." This action will take the old device offline by suspending the SIM card. If the user chooses to disregard this option, the replacement will be canceled. |
| Failed | The replacement process was unsuccessful. Details can be found in the last 'Reason' column. Potential reasons for failure include:
| No action can be taken once the replacement state is failed. |
Users can take recommended actions based on the status of the replacement. In every scenario, there is an option to cancel the replacement, which will change the status to a failed state.
Different Replacement Scenarios with Examples:
Examples of a successful replacement:
Example of a Failed to Review status:
Different models: Modifications were made to the controller and the machine model during the SMARTBOX exchange. SMARTLINK automatic replacement functionality does not function as intended.
To correct the issue, you need to review the replacement manually by clicking on actions – check failure.
After clicking on check failure, a window popup will show the replacement details.
After confirming the models, you can click on Accept and Rerun, which will immediately complete the replacement. Following that, the status will be marked as Success. If the models are incorrect and you click on ‘Disregard’, the replacement will transition to a ‘Failed’ state with the reason noted as manual cancellation.
The device was not correctly disabled by the user: This failed to review state is applicable if the old communication device is the Internal Antenna of MK5S. In this scenario, the user should ideally disable the internal connectivity before proceeding with the replacement. If done in the correct order, the replacement status will be marked as ’Success’.
To complete the replacement, the user needs to click on Check Failure and review the replacement scenario.
In this case, the user should first disable the connectivity and then click on Accept and Rerun to complete the replacement.
Pending with reason "old Smartbox is still online": This occurs when both Smartboxes are online simultaneously. To complete the replacement, the user can proceed and click on ‘Check Failure’.
If the old communication token and new communication token details are correct, the user should click on ‘Suspend SIM card’ to complete the replacement. This action will deactivate the old SIM card, making it offline. Once the old SIM is offline, the replacement will be completed.
Example of a failed replacement: The Smartbox replacement could directly enter a failed state in a few scenarios:
Duplicate still connected: If an old device remains online for 8 days following the initiation of its replacement, and no action is taken, it will ultimately fail with this reason.
One or both machines are not active: This situation may arise if any of the machines involved in the replacement are inactive.
Different Models: If the machine has different models associated with old and new device, then it goes to Failed to Review Status. It goes to Failed state after 8 days if no one acts on it.
Failed to replace SmartBox ‘XXXX’ with ‘YYYY’: Sometimes replacement generically fails with this reason.
Manual Cancellation: When the replacement status is either in the "Failed to Review" or "Pending" state, the user has the option to either accept or disregard the replacement. If the user chooses to disregard it, this action is considered a manual cancellation, and the status will change to "Failed," accompanied by the corresponding reason.
Tips & Best Practices
Be aware that the SMARTBOX 4G communication technology (LPWA) can take up to 90 minutes to establish the first network connection. There is no need to remain on-site until a successful connection is established. If all steps are properly followed, the connection will succeed.
Ensure that the old replaced SMARTBOX is not reused or powered on within an 8-day period.
FAQs
Q1: The machine cannot be moved or assigned to any site. It displays the icon shown below. How can we remove it?
A: This icon indicates that the machine is currently undergoing replacement. As outlined in the previous examples, please take the necessary steps to facilitate the replacement process. Once the replacement is finalized, this sign will vanish, allowing you to move or unassign the machine as required.
Support
In case you still need help with the Smartbox Replacement, please raise a ticket in MyQuest.
Select technical Support for CT -> Connectivity -> SMARTLINK-ICONS -> Request Support.