SMARTPortal FAQ

How do I access the new SMARTPortal?

You can find the revised or new SMARTPortal at https://axing-smartportal.de

The previous SMART portal can be found at https://axing-smartportal.com/

Can I continue to use the previous SMART portal?

Yes, the previous SMART portal can continue to be used during the transition period until 14 January 2026. From 15 January 2026, the previous SMARTPortal can no longer be used.

As soon as you update the software of your devices, you will only be able to access your devices via the revised or new SMARTPortal. All software versions from v3.00 of SMARTPortal-compatible devices only support the use of the revised SMARTPortal.

Can I use the new and previous SMARTPortal in parallel?

Your devices are visible in the revised and previous SMARTPortal. However, your devices can only be accessed remotely via the revised or the previous SMARTPortal – depending on the software version of your device.

How can I connect a device to the revised SMARTPortal?

You can connect your existing devices from the previous SMARTPortal to the revised SMARTPortal by installing the latest software from v3.00 on the device.

If you want to register a new device with software version v3.00 or higher in the revised SMARTPortal, follow the instructions in the operating manual.

Who can carry out the software update?

The software updates can be carried out by owners, team members and shared users.

Where can I find the current software?

You can find the current software version of your Axing devices HERE.

All Axing headends with software versions from v3.00 support a connection to the new SMARTPortal. This allows you to recognise at a glance whether a software update is necessary for your device.

Detailed overview of software versions (as of 15/07/2025):

*Updating the software of AIP devices is only possible locally via a network connection.

Unfortunately, device types HKI, SKQ and SKT cannot be connected to the new SMART portal. Remote access to these devices via the previous SMART portal will therefore no longer be possible from 15 January 2026.

The software updates for the SKF and HKM 40-02H device types will be released in the coming weeks. These can then also be connected to the revised SMART portal.

Middleware servers can be connected to the new SMARTPortal if required. Please get in touch with your sales contact for more information.

Which software version is required to use the new SMARTPortal?

See table above!

How do I know if my headend is already compatible with the new SMARTPortal?

Devices that were delivered after 15 July 2025 are compatible with the new SMARTPortal ex works.

For devices that were delivered before 15 July 2025, you can see from the software version whether your devices are compatible with the previous or the revised SMARTPortal.

See table + text above!

Are there devices that cannot be connected to the new SMARTPortal?

Yes, unfortunately the device types HKI, SKQ and SKT cannot be connected to the new SMARTPortal. Remote access to these devices via the SMARTPortal will therefore no longer be possible from 15 January 2026. These devices are no longer offered by Axing and are outside the warranty period.

The software updates for device types SKF and HKM 40-02H will be released in the coming weeks. These can then also be connected to the revised SMART portal.

Middleware servers can be connected to the new SMARTPortal if required. Please get in touch with your sales contact for more information.

How do I perform the software update? Are there any instructions?

It only takes a few minutes to update the software on a device. You can update your devices either remotely via the existing SMARTPortal* or locally via a network connection.

1. Download update file from Axing website
2. Unzip update file
3. Save backup (access via previous SMARTPortal or network connection)
4. Upload update file to headend (access via previous SMARTPortal or network connection). Upload file to headend (access via previous SMART portal or network connection*)
5. After successful update, log in to the new SMART portal and establish remote connection

*Updating the software of AIP devices is only possible locally via a network connection.

You can find detailed instructions HERE.

How long does the software update take?

The duration of a software update depends on several factors, such as the device type or the network connection. Updating an MK 8-06 from v.2.16 to v3.00 via the previous SMARTPortal took a total of approx. 9 minutes.

• Downloading the latest software from the Axing website: a few seconds
• Extracting the .zip file: approx. 30 seconds
• Save backup: a few seconds
• Upload update file: approx. 2 minutes
• Perform update: approx. 6 minutes

What happens if the update fails?

If an update fails, the headend goes into emergency mode. A current software version must then be installed in order to put the headend back into operation.

We are hardly aware of any cases of failed updates, but we always recommend backing up the configurations.

Can I undo the update?

Once you have updated a device, you can access your device via the new SMART portal.

If you want to undo the update, you can install an outdated software version on your device and access it via the previous SMARTPortal during the transition phase.

What happens after a factory reset?

During a factory reset, the devices revert to their factory settings. This means that after a factory reset, a device can be accessed as follows:

• delivery before 15 July 2025 via the previous SMARTPortal
• delivery after 15 July 2025 via the revised SMARTPortal

Do I have to be on site during the update?

No, you can update your devices both remotely via the previous SMARTPortal* or on site via a network connection.

*Updating the software of AIP devices is only possible locally via a network connection.</i

Instructions for updating your devices can be found HERE.

How do I know if the software update was successful?

The easiest way to recognise whether the software update was successful is if your device is displayed as “online” in the new SMART portal. The device is also displayed as “offline” in the previous SMART portal.

Can I update several devices at the same time?

It is generally possible to access several devices at the same time via the SMART portal and carry out updates on these devices. We recommend carrying out updates on a maximum of 3 devices at the same time.

What changes when I update the software? Will my configuration be changed?

Nothing will change in the configuration of your device. However, we recommend that you make a backup before updating your device. The only difference between the new software versions is the connection to the new SMARTPortal instead of the previous SMARTPortal. If you have not updated your devices for a longer period of time, there may be other differences such as new features and bug fixes from previous software versions.

Future software versions from v3.00 may contain bug fixes or new features. There will be no new software releases from 15/07/2025 that support a connection to the previous SMARTPortal.

1. What happens if the software update fails?

If an update fails, the headend goes into emergency mode. A current software version must then be installed in order to put the headend back into operation.
We are hardly aware of any cases of failed updates, but we still recommend always backing up the configurations.

2. Why can’t I access my device via the previous SMARTPortal?

As soon as the new software version (v3.00 or higher) is installed on the device, the device can only be accessed via the revised SMARTPortal. It will be displayed as “offline” in the previous SMARTPortal.
Devices delivered after 15.07.2025 are compatible with the revised SMARTPortal ex works.
See table and notes above!

3. Why can’t I access my device via the revised SMARTPortal?

All devices are visible in the revised SMARTPortal – including devices from the previous SMARTPortal. However, only devices with the latest software can be accessed via the revised SMARTPortal. Devices with a connection to the previous SMARTPortal can be connected to the revised SMARTPortal via a software update.

4. What happens if I do not update my headend before the previous SMARTPortal is switched off?

If you do not update the software of your devices before 15 January 2025, you will not be able to access these devices either via the previous or the revised SMARTPortal after the switch-off. This means that you will only be able to access your devices via a network connection.
If you want to connect your devices to the new SMARTPortal at a later date, you can either update the software yourself on site or contact Axing support.

5. Why can’t I find my device in the new SMARTPortal despite a successful update?

If you cannot find your devices in the new SMARTPortal despite updating to the latest software or the connection is prone to errors, you can take the following measures:

• Update the user interface of the revised SMARTPortal
• Make sure that your network allows an outgoing TCP connection of the Axing devices to https://axing-smartportal.de (TCP 8443). To do this, you may need to check your firewalls and proxy settings.
• Contact Axing support

1. What’s new on the SMARTPortal?

You can find all the changes HERE.

2. Has the user interface changed?

Yes, the user interface has been revised. The device overview is now more intuitive and contains the most important information about all your devices at a glance. You can now filter and search through your devices. There is no longer a separation between your own devices and devices that are shared with you. This makes managing many devices in particular much easier.
Creating and managing teams is now easier. You can see at a glance who is a member of your team and which devices are shared in the team.

3. Will my previous teams, settings and data be retained?

Yes, all teams, settings and data will be retained. The database of the previous SMARTPortal will be completely migrated. However, we recommend making backups before updating devices.

4. Why can’t I find any shared users in the revised SMARTPortal?

The “shared user” has been replaced in the user logic of the new SMARTPortal by a team consisting of an owner and a member (former shared user). This makes it easier for the owner to see who has access to a device.

5. are there any new functions or has the technology in the background just been modernised?

You can find all the changes HERE.

6. Do I have to set up my account again?

No, you can continue to use your existing account. The database of the previous SMARTPortal has been completely migrated.

7. Can I change the language?

No, the new SMARTPortal is only available in English. If you would like to use the SMARTPortal in another language, we recommend using browser add-ons for translation.

1. Can I continue to use my existing login details?

Yes, you can continue to use your login details from the previous SMARTPortal. If necessary, you can reset your password via a confirmation e-mail.

2. Do I have to create a new user account?

No, you can continue to use your login details from the previous SMARTPortal. If necessary, you can reset your password via a confirmation e-mail.

3. What do I do if I have forgotten my password?

Open https://axing-smartportal.de and click on “I forgot my password.” Click on “Send E-Mail” in the next window. After a short time you will receive an e-mail to create a new password. Then enter your new password and confirm it.

4. Can I log in on several devices at the same time?

Yes, you can log in to the SMART portal on several devices at the same time with one account.

5. Can I log in to both versions of the SMARTPortal at the same time?

Yes, you can log in to the revised and previous SMARTPortal with one account at the same time.

1. Is the new smart portal also accessible via mobile devices?

Yes, the revised SMARTPortal is also accessible via mobile devices. Any device with an up-to-date browser and an internet connection can access the SMARTPortal.
The display may be limited on small mobile devices such as smartphones.

2. Which browsers and operating systems are supported?

All common browsers and operating systems are supported. If the display is poor, we recommend adjusting the zoom of your browser.

1. Who can I contact if I have problems updating

If you have problems updating, you can contact Axing support by phone or email.

2. Is there a hotline or e-mail support?

You are welcome to contact Axing support by telephone or e-mail between 8:00 and 17:00.

3. Where can I find step-by-step instructions or a video tutorial?

HERE you will find step-by-step instructions.