Hardware and Firmware: How to troubleshoot a GO Device not communicating (while you are at the vehicle)

1. 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.
2. Verify there are no device faults by following the steps in How to view engine faults/measurements by vehicle?.
3. Verify the vehicle is in area of good coverage.
4. 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.
5. 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.

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.