GPS device no longer reporting its location? Seems to be ‘stuck’ in a status? Is the Offline indicator showing? Received a Stopped Reporting Alert? Troubleshooting the problem should be undertaken as soon as possible.
*Note: For problems regarding battery powered asset trackers, please Click Here.
Overview of Online Troubleshooting
To begin troubleshooting, locate the Unit in question on the Maps tab and open the info box.
At the bottom of the info box, click the Troubleshooting button
Problems with the GPS units can usually be traced back to several common problems. The guided online Troubleshooting will check for each of these items one at a time. As each item is checked the results will be immediately visible.
On the right hand side of the screen press Start for the GPS Trackit software to walk you through the troubleshooting steps.
If no problem is detected, the software will immediately prompt you to move forward to the next item.
In the event a problem is identified then the troubleshooting tool will display a link to the appropriate troubleshooting information in the Help Center.
GPS Trackit provides live assistance via our Care team. At any point during the troubleshooting process direct access to the Care team is provided via live chat. When the chat is opened while troubleshooting a unit Care will be able to see all of the results to this point which will save time in determining a resolution.
2. Identify the Problem
GPS units typically stop reporting due to a permanent power loss or momentary signal loss.
- To check for Power Issues, review the last status report for Main Power Disconnect or Low Battery events.
*Note: Unlike Fleet devices, Tow is not an indicator of potential problems for hardwired asset devices. Tow is defined as a change of location without an engine on event, which may legitimately be logged depending on the equipment the asset tracker was attached to.
- For signal loss, observe if the GPS unit remains stuck on the same event, such as continuous driving, for an extended period without updates.
In both scenarios, a warning sign (offline indicator) may appear on the map.
Scenario: Power Issues
Main Power Disconnect / Low Battery:
- Confirm that the unit is properly connected to the wiring harness and that the harness is properly connected to the vehicle.
- Check the power supply from the tracked asset to the unit. Low Battery and Main Power disconnect events can be triggered when the tracking unit is no longer receiving power and the internal back-up battery has run out of charge.
- Inspect the harness cables for signs of damage or burning. Contact GPS Trackit to replace if damaged.
- Check the fuses connected to the harness cables. Replace fuses if blown.
- Verify if the unit displays LED indicators.
- Measure power voltage using a voltmeter (should be 12V constant).
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After all of the above has been checked: perform an ignition cycle (start and run engine), conduct a test drive, and check the Cloud platform for updates.
Scenario: Signal Loss
If the GPS device stopped reporting without a power disconnect or low battery event, it likely indicates a momentary signal loss.
Partial Loss of Signal (Hardwire Devices)
- Locate the hardwire device inside the vehicle and disconnect it from the wiring harness.
- Wait for the LED lights to turn off, then reconnect it to the harness.
- Make sure that no metal is blocking the unit inside the vehicle.
- After all of the above has been checked: perform an ignition cycle (start and run engine), conduct a test drive, and check the Cloud platform for updates.
- Alternative for Hardwire Devices: If unable to access the hardwire device within the vehicle, disconnect the vehicle's battery overnight. Reconnect everything in the morning, perform an ignition cycle, and test drive as directed above.
After completing these actions, verify that the GPS has resumed normal tracking by checking the GPS Trackit Cloud Platform.
If the problem persists despite these steps, please contact our dedicated Care team for assistance!