In order to best assist you, we have broken up the issues into types. Select the option that fits your issue and follow the steps. Please be sure to also answer the initial questions as this will assist me if the device is still experiencing trouble. We have provided an LED Guide below the questions for your reference.
TIP- We recommend first reviewing the Online Interface Guide to ensure your Alerts are properly set. Then, re-do the Installation/ Calibration/ Test Drive steps to ensure the issue wasn’t with your initial calibration drive.
INITIAL QUESTIONS
What is the username of your account? Do I have permission to temporarily change the Password to “locate” while I review your device?
What is the Activation Code (IMEI) of the device in question?
Is the vehicle in your possession or is out driving?
Is the device currently plugged in? If so, is it vertical or horizontal?
If plugged in, what do the LEDs show when the vehicle is outside and engine turned on?
LED GUIDE
| GREEN (POWER) | Solid = Properly Powered
Flashing = Loss of Power Off = No Power |
| BLUE (LTE CELLULAR SIGNAL) | Flashing = Searching for Signal
Solid = Communicating with Servers Off = No Signal |
| RED (GPS SIGNAL) | Flashing = Searching for Signal
Solid = Gained GPS location Off= No Signal |
Too Sensitive/ Not Sensitive Enough
Every now and again, the initial Calibration does not properly take. Something as simple as braking too early or turning slightly will interfere with the Calibration. We recommend unplugging the device once more and then following the Install/ Calibration steps to re-calibrate, pressing the button in the app.
If after the second calibration, sensitivity is still off, reach out with your vehicle’s Make/ Model and if there has been any specialty work done on the body (lifted truck; lowered sports car).
With this information, Support will review with Tech on tailoring the settings behind the scenes so the device can properly Calibrate to your vehicle.
Unplugged and Now Not Working Properly
If the device becomes unplugged or the vehicle battery dies, the device will need to be re-calibrated. This will require following the full Install/ Calibration steps, including pressing the green calibrate button in the app.
If after the second calibration, sensitivity is still off, reach out to Support for a reboot. This will require Support to send a specific signal to your device while it is plugged in and then re-doing the Calibration steps.
Changed Vehicles and Now Not Working Properly
While you can absolutely change the vehicle you want the device in, it cannot be done on the fly.
Before using in a new vehicle, Support will need to send a specific signal to your device while it is plugged in and then re-doing the Calibration steps.
Likewise, we recommend providing the Make/ Model of the new vehicle so Support can determine if any settings behind the scenes need to be adjusted before calibration.
Green LED Never Goes Solid
While the Blue and Red LEDs will flash as they search for signals, the Green LED should always be solid, indicating proper charging.
If the LED is flashing or off, first check that the device is fully plugged in. With multiple pins and often positioned in awkward areas, devices may need an extra push to plug all the way in.
If you find the Green LED never goes solid in the vehicle you want to track, try plugging it into another vehicle, turn on the engine and check the LED after a few minutes.
If the Green LED is solid, that indicates the issue is with the first vehicle and proper power is not flowing from the battery to the device.
If the Green LED only flashes or never comes on in any other vehicle, that indicates there may be an issue on the device end and Support will need to fully investigate.
Gaps in Tracking/ Delays with Notifications
Are gaps in tracking/ delays with notifications occurring everywhere the vehicle drives or only in specific areas?
When out and about, are the Blue and Red LEDs flashing or solid? When flashing that means they are searching for a signal. Periodic flashing is normal as the device only tracks once every 60 seconds. If always flashing or only in certain areas, that indicates something else is occurring.
So, if Blue is flashing but Red is solid, that means it is getting GPS, but the area the vehicle is in does not have enough AT&T LTE signals for it to properly send that info to our system so you can see it on your app/ account.
If Red is flashing and Blue is solid, that means it is getting proper LTE to communicate, but there is no GPS location for it to send. This will occur due to environmental factors like cement garages, tunnels, thick foliage and large buildings that cause interference with the GPS signals raining down.
If this only occurs in certain areas, that indicates environmental factors in those areas are impacting device performance. Unfortunately, we have no control over environmental factors. But, now that you know which areas can give you trouble, you can anticipate this and factor it in when the vehicle is driving there.
If this is occurring everywhere, first unplug the device for 24 hours and then perform the Install/ Calibration steps again, pressing the green calibrate button in the app. If the LEDs still never go solid, reach out to Support for further steps as specific signals may need to be sent to your device before calibrating once more.
