| Hardware and Firmware: How to troubleshoot a GO Device not communicating (while you are at the vehicle) |
Procedure | - Ensure the GO Device is properly added to your database. If not, please check article Assets: How to add a new asset to add the asset.
- Verify there are no device faults by following the steps in How to view engine faults/measurements by vehicle?.
- Verify the vehicle is in area of good coverage.
- Power on the vehicle and ensure the GO Device is lighting up:
- If NO lights are appearing on the GO Device while the vehicle is powered:
- Verify we have power coming from the vehicle port:
- If this is not possible, test device in another working vehicle.
- Check to ensure fuse has not blown.
- Verify we have power coming from the harness if applicable:
- Install the device without harness.
- Install/test the device with a different harness.
- Verify there is no visible damage to the GO Device or the harness.
- If ONE light illuminates and the rest flashes while the vehicle is powered:
- The GO Device may be provisioning. Allow it to sit for approximately 10 minutes with ignition on all 3 lights should be solid at this point.
- If NO green "cell light when vehicle is powered:
- Remove and reinsert the device (power cycle). Once installed, a GO Device needs to download the latest firmware in order to activate. This normally takes 10-15 minutes in an area of good cellular coverage.
- It is recommended to try the same steps in another vehicle if these steps are not working in the existing vehicle.
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Additional Notes | If the above steps do not help the device communication, please check your warranty as it may or may not qualify for an RMA and then contact your reseller or create a support ticket. Please see How to create a support ticket through MyGeotab for instructions on creating a support ticket with us.
When contacting support, please include the following information to assist in expediting the process: - How many devices are not communicating?
- How long has the device been installed for?
- When did the device stop communicating?
- Where are the devices located?
- Are they all in the same location?
- If any, what MyGeotab Faults are present?
- If possible, what carrier does the GO Device(s) communicate on?
- What troubleshooting hasbeen performed?
- What were the results of troubleshooting?
For more information on installation documentation, please refer to the dedicated Geotab Support documentation. |
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