A connected smart charger must have stable power and a working network connection. Before relying on automatic statistics, confirm that the charger can reach the internet from the installation location and that the local network allows outbound HTTPS traffic to Look2Guide.

If a charger is moved to another building, museum, network, VLAN, or internet provider, tell Look2Guide support before or immediately after the move. A new site network can have different firewall rules, proxy behavior, or public IP reputation, and that can stop statistics uploads.

If statistics stop after a move, ask the local IT team whether a firewall, proxy, captive portal, or traffic inspection system is between the charger and the internet. These systems can block requests or modify them in a way that security systems reject.

In Look2Guide, open the project and check the Devices or Chargers area. Confirm that the expected chargers are assigned to the project and that recent activity appears. Missing recent activity usually means the charger has not successfully uploaded data recently.

Do not reset or replace equipment before contacting support. In many cases the audio guides still hold usage data until it is uploaded. Support can advise whether the data can be recovered through the charger or by using a manual upload workflow.

When contacting support, include the project name, charger location, approximate time the issue started, whether the charger was moved, the network provider or IT contact if available, and whether other internet-connected devices work on the same network.

A connected smart charger must have stable power and a working network connection. Before relying on automatic statistics, confirm that the charger can reach the internet from the installation location and that the local network allows outbound HTTPS traffic to Look2Guide.

If a charger is moved to another building, museum, network, VLAN, or internet provider, tell Look2Guide support before or immediately after the move. A new site network can have different firewall rules, proxy behavior, or public IP reputation, and that can stop statistics uploads.

If statistics stop after a move, ask the local IT team whether a firewall, proxy, captive portal, or traffic inspection system is between the charger and the internet. These systems can block requests or modify them in a way that security systems reject.

In Look2Guide, open the project and check the Devices or Chargers area. Confirm that the expected chargers are assigned to the project and that recent activity appears. Missing recent activity usually means the charger has not successfully uploaded data recently.

Do not reset or replace equipment before contacting support. In many cases the audio guides still hold usage data until it is uploaded. Support can advise whether the data can be recovered through the charger or by using a manual upload workflow.

When contacting support, include the project name, charger location, approximate time the issue started, whether the charger was moved, the network provider or IT contact if available, and whether other internet-connected devices work on the same network.