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What should I do if a device is offline?

A device is labelled as offline if it has not communicated with the platform in the last 48 hours. This could be for a number of reasons. For example, the device may not be plugged in properly, someone may have tampered with the device, or it simply may not have cellular reception. In this article, we will provide some steps to assess why the device may be offline.

Firstly, generate an Events Report for the day on which the device went offline. These are useful in device assessment as a device will often send special events in cases where it is tampered with, loses power, etc.
Follow these steps:

Now, look at the events on that day, leading up to the device going offline.

  • If you can see External Power Lost and Low Internal Battery events, the following could apply:
    • The device has been interfered/tampered with
    • The device is/was not plugged in properly and does not have an adequate power supply as a result
    • There is a fault with the device or with the port that the device is connected to
  • The first course of action should be to investigate the current status of the asset and tracking device.
    • Is the asset being serviced? Service mechanics may have needed to disconnect the device to run engine diagnostics
    • Is/was the asset out on rent when it last reported to the platform? A customer may have disconnected the device from its port
    • Is the device plugged in properly? Unplug it and plug it back in to make sure.
  • If none of the options in Step 2 is conclusive, there may be a fault with the device or with the asset’s connection port. Please open a Support Ticket describing the issue and which steps you have taken that helped you identify it.
  • If neither External Power Lost nor Low Internal Battery events are visible before the device went offline, the following could apply:
    • The tracker does not have reception. Check the last known location of the tracker on the map. If it is in a rural area, it is possible that the device does not have coverage. If it is in a populated area (especially a CBD) it is possible that the asset is parked underground or in a similar location with no signal, Google street view can be helpful in diagnosing whether an underground car park is present
    • There is a configuration/firmware fault with the tracker.
    • There is another electronic device near the device causing interference
  • If poor reception has been ruled out as a factor in Step 4please open a Support Ticket describing the issue and which steps you have taken that helped you identify it.
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