Hardware: How to troubleshoot remotely a GO Device not communicating after installation

1. Ensure the device is activated and properly added to a database.
   • See: How to add a new vehicle (device) in MyGeotab.
2. Ensure that the vehicle is in an area of good coverage, and the device has had time to provision (aprox 15 min).
3. Verify that there are no device faults in the MyGeotab page.
   • See: How do I view engine faults in MyGeotab?
4. Verify if the device has communicated:
   • Find this button In Vehicle > Select the vehicle:
     • 

It may be necessary to physically inspect the device to verify if the device is correctly getting power as well as inspect the install of the vehicle itself.

Please see the article Hardware: How to troubleshoot a GO Device not communicating (while you are at the vehicle) for in-vehicle troubleshooting.

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 are the MyGeotab device faults?
• If possible, what carrier does the GO device(s) communicate on?
• What troubleshooting have been performed?

Reseller/Customer Support only steps :

1. Check the device status via MyAdmin -> Devices -> Device Management to make sure the device is active, not terminated or suspended.
2. Check the SIM card via MyAdmin -> Devices -> SIM Management to make sure the SIM card is active, not terminated or suspended.