I am not familiar with Smart App, so I went poking around. This is what I found on the smartapp dot io FAQs (won't post a link to it here):
Smart App encrypts data before sending the encrypted log files from the device via a secured internet connection to the Smart App server. The Smart App also uses a VPN to ensure that your data is transmitted safely and securely.
I wonder if the VPN that Smart App installed is still active on his machine, and that's why he's having issues.