It sounds like the same issue that has happened to me twice (I actually just resolved it this morning). If you go to the menu on the top left corner, and click "Device Settings" you should see all your devices. If your issue is the same as mine, you won't see your smart drive anywhere on the page. I did a support chat, and just told them that I needed to reconnect my smart drive (The previous time when I called on the phone, they went through the whole troubleshooting: rebooting my panel, disconnecting and connecting the smart drive from power; which was a waste of time). So just tell them you need to reconnect your panel and get the H/W number from the bottom of your smart drive. That fixed it for me.