Table of Contents
Table of Contents
1. Device Not Communicating
The device is not sending recent location updates.
Steps to try:
Confirm the device is firmly plugged in or properly installed.
Unplug the device, wait 5 minutes, then plug it back in.
Turn on the vehicle and drive at least 1 mile to refresh GPS and cellular activity.
Ensure the device is not placed inside metal panels or heavy coverings that may block GPS signal.
Verify that the device model and cable match the vehicle type.
Contact Support if:
No activity appears after restarting and driving.
LED indicators show abnormal patterns (if visible).
2. Vehicle Not Visible on the Live Map
The vehicle does not appear on the Live Map but may still show data elsewhere.
Steps to try:
Refresh the Live Map page.
Clear all filters (vehicle status, groups, quick filters).
Ensure the correct group or account is selected.
If available, check the Breadcrumb Report for any recent GPS pings.
Confirm the correct device is assigned to the vehicle within your admin settings.
Contact Support if:
The vehicle does not appear on the map despite recent activity or breadcrumb data.
3. Device Shows Incorrect or Unexpected Behavior
Examples: random ignition-on events, erratic movement, unexpected signals.
Steps to try:
Document exactly what the device is showing and when issues occur.
Check if any aftermarket equipment is connected to the vehicle’s electrical system.
Confirm the device and cable type are compatible with the vehicle.
Restart the device by unplugging for 5 minutes.
If available, verify the device firmware is up-to-date.
Contact Support if:
The issue continues after rebooting and verifying installation.
4. Intermittent Tracking
Location updates appear sporadically or drop at random times.
Steps to try:
Confirm the device is firmly installed and not obstructed.
Restart the device (unplug → wait → reconnect).
Drive for at least 1 mile after reconnecting.
Move the vehicle outdoors to ensure a clear GPS signal.
Confirm device compatibility with the vehicle.
Contact Support if:
Tracking continues to drop intermittently after installation checks.
5. Address Not Populating
GPS location appears but no street address is displayed.
Steps to try:
Move the vehicle to an open area with clear sky visibility.
Restart the device.
Drive approximately 1 mile after reconnecting to refresh GPS data.
Check for any heavy shielding or coverings near the device location.
Contact Support if:
Address fields remain blank despite moving to an open area.
6. Missing Trips
Trips do not appear or are incomplete.
Steps to try:
Restart the device (unplug → wait → reconnect).
Confirm correct cable type and wiring:
Red: constant power
Black: ground
White: ignition
Drive at least 1 mile after reconnecting.
Confirm the device model is suited for the vehicle type.
Contact Support if:
Trip data remains incomplete after installation and wiring checks.
7. Odometer Mismatch
Vehicle odometer readings do not match the system.
Steps to try:
Check if the odometer is set to “vehicle input” or “manual input.”
Restart the device.
Confirm the device is properly reading vehicle protocol data.
Contact Support if:
Odometer values remain incorrect after confirming setup.
8. PTO Tracking Issues
PTO activity is missing or inconsistent.
Steps to try:
Confirm the vehicle uses a PTO-enabled device.
Ensure the PTO cable is correctly connected.
Check that PTO tracking is enabled on the account.
Start the secondary engine and check if PTO activity appears in the report.
Contact Support if:
PTO data does not populate after confirming installation.
9. SafetyCam: Unable to Live Stream
Live stream fails to load or shows a connection error.
Steps to try:
Ensure the camera is installed correctly.
Confirm the vehicle is powered and in an area with strong network coverage.
Attempt live streaming again after a few minutes.
Verify the camera status:
Online — connected and ready
Standby — connected but waiting for activity
Offline — not currently connected
Contact Support if:
The camera remains offline or the live stream consistently fails.
10. SafetyCam: Events Not Appearing
Safety events do not appear in the dashboard.
Steps to try:
Ensure the camera is installed and receiving power.
Check the camera status (Online / Standby).
Trigger a manual event:
Press the emergency button on the camera.
Wait a few minutes and check if the event is visible in the dashboard.
Contact Support if:
No events appear after a test event is triggered.
11. SafetyCam: Checking Network Connectivity
Use LED lights to confirm the camera’s connection status.
LED Indicators (SafetyCam Plus / Pro):
Blue Light:
Blinks every 15 seconds → normal connection
Solid (not blinking) → connection issue
Red Light:
Blinks → SD card not detected
Solid → emergency button pressed
Steps to try:
Confirm the vehicle ignition is ON.
Move to an area with better network coverage.
Press the emergency button to trigger activity.
Contact Support if:
LED indicators show abnormal patterns consistently.
12. Videos Not Uploading
Requested videos do not process or appear late.
Steps to try:
Ensure the camera is installed and powered.
Trigger a test video by pressing the emergency button.
Confirm the camera status is Online or Standby.
Check the Requested Video section for upload attempts.
Contact Support if:
Multiple video requests fail or stall.
13. Asset Tracker Not Communicating (QL-502)
Steps to try:
Ensure the tracker has clear sky visibility.
Activate the device by swiping a metal object over the reed switch.
Move the asset to trigger motion (QL-502 pings once per hour while in motion).
Contact Support if:
The tracker does not send updates after activation and movement.
14. Asset Tracker Not Communicating (GV620 / GV600)
LED Indicators:
No red light: no power or charge
No blue light: GPS signal issue
No green light: network/SIM issue
Steps to try:
Confirm correct installation and wiring.
Move the asset to an open area to improve signal.
Allow the tracker to charge if recently installed.
Contact Support if:
Any LED stays off after basic installation checks.
15. Asset Tracker: Address Not Populating
The device sends a GPS point but no address.
Steps to try:
Move the asset to an open location outdoors.
Refresh the tracker connection.
QL-502: swipe the reed switch and move the asset.
GV600: move the asset after refreshing the SIM or network.
Contact Support if:
Address remains missing after movement and signal checks.
16. Portal & UI-Related Issues
Slow or Not Loading
Clear browser cache and cookies.
Restart the browser or device.
Use Google Chrome (recommended).
Check Internet connection.
Password Reset
Use “Forgot your password” on the login screen.
Check spam/junk if the reset email does not arrive.
Ensure your login email is correct.
Viewing Reports, Alerts, and Vehicles
Ensure you have the correct permissions for the vehicle or group.
Try refreshing or switching to a different report view.
Contact Support if:
The platform remains slow or unusable for multiple users.