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: The information below applies specifically to Fleet GPS devices. Troubleshoot guidance regarding VidFleet Cameras, 2830 Hardwire Asset Trackers and GL500 Asset Trackers is documented separately.
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.
Common problems can be solved by following these straightforward steps:
Determine whether the GPS unit is a Plug and Play device (connects to the OBDII port), or a Hardwire device (directly wired to the vehicle). The troubleshooting steps may vary based on the hardware type.
3. Identify the Problem
GPS units typically stop reporting due to a permanent power loss or momentary signal loss.
- Check the last status report for power issues, such as Main Power Disconnect, Low Battery or Tow events.
- 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 / Tow events (Plug and Play):
- Ensure the unit is correctly connected to the OBDII port.
- If using a cable adapter, inspect the cable for damage. Contact GPS Trackit for replacement.
- Check for broken pins on the unit; if yes, the unit must be replaced.
- Verify if the unit's LED lights are operational; no LEDs indicate insufficient power. Note: The lights for Geometris brand units are located within the USB on the side and are somewhat faint. The best way to check them is to hold a white piece of paper next to the port to see the reflection of the LED light sequence. Unit branding is noted on the device label.
- Use a voltmeter to measure the port's power output (should be 12V constant).
- Check for any blown fuses leading to the OBDII port and replace if necessary.
- Test the unit in a different vehicle to rule out port issues.
- 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.
Main Power Disconnect / Low Battery / Tow events (Hardwire Devices):
- Confirm that the unit is properly connected to the wiring harness and that the harness is properly connected to the vehicle.
- 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 (Plug and Play)
- Unplug the GPS device from the OBDII port (or cable if used).
- Allow the unit to power down completely, which may take one to two hours (wait until LED lights turn off).
- Reconnect the unit, perform an ignition cycle (turn on the vehicle), and test-drive.
- Check the unit status on the software platform.
Partial Loss of Signal (Hardwire Devices)
- Similar to Plug and Play, 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!