There are many resources to assist you with troubleshooting a GPS device. The linked content provides tips and resources beyond the Quick Test listed below. Always open a support case in MyFleetistics to log the date and time, register the issue, document the details and keep up to date on the resolution process. 

• Training Portal 
• Submit form to confirm installation is correct.

Quick Test

Open a support case in your MyFleetistics.com account and detail the testing steps completed prior to contacting support. This will make the process move much quicker. Opening a support case time date stamps all communication to hold everyone accountable for  the timely response to next steps.

1. Unplug the device for 1 minute and plug it back in. This will reboot the device. Like computers, this sometimes clears an issue. If it is a 3-wire unit, remove all power for for 1 minute.

2. Put the GPS device into another vehicle/assest that is tracking properly (be sure you have permission to see the other vehicle in the application group). Ensure you are in a known cellular data coverage area with line of site to the sky for best performance.

If the device tracks correctly in the second vehicle, the issue is likely the OBD/ECM or a wiring issue. Check each component and replace the faulty component. The GPS device and harness can be installed in another vehicle for testing both together. If they work, have the OBD checked by the OEM. 

If the device does not track in the second vehicle, there are two possible issus; a faulty GPS device or no cellular network connection. If other vehicles are transmitting in real-time in the same area, it is likely a faulty GPS device. Remember that most GPS devices will store data when they cannot connect to the cellular network and transmit when they reconnect. Understanding if a device is logging data or transmitting in real-time is important to determining if the device is faulty or there is no cellular coverage. You can always drive it home or around for a day or two to expose it to multiple coverage areas to be sure it is a faulty device and not a coverage issue.

When confirmed by support, a replacement device will be provided based on the warranty associated with the device. This process will be handled through the support case so both parties are seeing the same communication and are accountable for their part in the process. Support will review the case and take appropriate action. No waiting on hold or playing phone tag.

Opening a Support Case - Create the case and we'll get back to you!

Open a case from the Device Status Table seen below. When you open a case from this view, the device serial # and other information is inserted for you. Include the troubleshooting steps you took and the support team will investigate the issue and respond. You will get an email when an update is made to the case.

1. Navigate to Analytics& Reports>Device Status. [this process includes the device info for you.]

2. Check the system device status and create a case.

3. Open a case for any issue (technical, training, billing, etc) using this icon.

4. Filter the data in the table by clicking on the circle.

Open Support Case Here

Related Links

Related FAQs

Creating a Support Case Steps on creating a case in Fleetistics