Product Update | SmartPad2 Heating Assembly Investigation

Last Updated: August 28, 2026

XOTHRM is currently investigating two reported incidents involving localized overheating within the SmartPad2 heating assembly. Both incidents were reported on August 21, 2026. No injuries have been reported.

Customer Action

As a precaution, we are asking customers with SmartPad2 serial numbers 250000001 through 250001500 to temporarily stop using their SmartPad2 units until further notice.

Potentially Affected Serial Numbers: 250000001–250001500

Please keep your SmartPad2 and do not dispose of, modify, open, or attempt to repair the device.

At this time, we are continuing to investigate whether the condition affects this entire serial-number population or can be further isolated to a smaller group.

The inclusion of a serial number within this range does not mean that the unit has experienced or will experience this condition. This range defines the population currently included in our precautionary stop-use notice while the investigation continues.

What We Know

XOTHRM has received and evaluated both reported units.

Our preliminary evaluation indicates that the visible discoloration observed on the exterior of the affected units resulted from localized heating within a specific area of the internal heating assembly.

We have identified the area where the localized heating occurred and are working directly with our heating assembly manufacturer and engineering partners to determine why it occurred and whether other units could be affected.

Both returned units appear to exhibit a similar condition. The root cause has not yet been determined.

What XOTHRM Is Doing

We are treating this matter with the highest priority and have taken precautionary actions while the investigation continues, including:

  • Temporarily stopping shipments of potentially affected SmartPad2 units.

  • Quarantining applicable SmartPad2 and heating assembly inventory.

  • Conducting a detailed evaluation of both returned units.

  • Working directly with our heating assembly manufacturer to investigate the failure mechanism and root cause.

  • Reviewing manufacturing and product traceability to determine whether the potentially affected population can be further narrowed.

  • Evaluating appropriate corrective actions and next steps.

Previous SmartPad2 Upgrade Program

We recognize that many customers recently participated in the SmartPad2 Upgrade Program.

The condition currently under investigation appears to be different from the issue addressed through the previous upgrade program. We understand that another product notice so soon after that program may be concerning.

Our responsibility is to investigate any potential product issue thoroughly and take appropriate action based on the evidence. We will continue to communicate openly as additional information becomes available.

If You Have Experienced an Issue

If your SmartPad2 has exhibited unusual heating, discoloration, a burn mark, unusual odor, melting, or any other unexpected heating behavior, do not use the unit.

Please contact XOTHRM Customer Success at info@xothrm.com and keep the unit available for possible evaluation.

What Happens Next

Our investigation is ongoing. We are working to determine the root cause, whether the condition could affect additional units, and what corrective action, if any, is required.

Customers do not need to return their SmartPad2 at this time unless specifically instructed by XOTHRM.

We will update this page as meaningful new information becomes available and will communicate directly with customers if additional action is required.

We appreciate the patience and trust of our customers and partners while we complete this investigation.

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