Summary: If a device does not show as connected, is not consistent with live, or is not recording trips.
First and foremost, Jens has provided insight into this. - According to Jens in Slack:
- Never ask customers to unplug and replug the device - that's never a solution to anything.
- If a customer says the car is at b) but map says a) you can only respond to that like this:
"We can't tell if anything is wrong or the reason before the car connects again. There are a number of issues that can cause this. GPS, GSM jammers, actual a device disconnect (someone unplugged it) or a temporary issue with the cellular reception"- Jens Nylander
- When the car is online again you can see in the diagnostics section if that data was late, if so it will show in red.
- The solution to this is NEVER to hurry. Don't ask the customer to do anything... just sit still and wait, and follow-up later in the day.
- If you want to go deep diving on tech you go here:
- scroll to the bottom
- you see the last position was received "ReceivedUtcTime": "2018-05-14T14:28:54.5912489",
- at speed 105 km/h
- so what can cause a probably disconnect during this speed... well I think it's either a jammer or an actual disconnect (someone unplugged it) or it drove out of reception. 99.9% of the cases this is because a GPS / GSM jammer is used or the device was actually disconnected by someone.
PLEASE NEVER UNPLUG AND REPLUG THE DEVICE.
Things to look for:
- Make sure the device is connected. Push the device in and make sure it is tight. Chances are it might have gotten hit by a knee, come loose, etc.
- Make sure the firmware is updated. Check the IMEI in the “Update” tab to see if it is running the current version of the firmware.
- Try another device: If it still isn’t registering, have the customer plug a second device that they know works into the vehicle and see if it tracks/lights up. If it does, the device is faulty and probably needs to be replaced. If it doesn’t it is the vehicle itself. If the customer does not have a second device have them plug the device into a different vehicle to see if it picks up a signal.
- Give the device enough time to connect with the cell tower. While the average is a 20 minute drive, this can take as long as a few days. Be patient before making a judgement call.
- If all else fails send a return label and contact the account executive to ship an new device.