My device has stopped reporting
Follow the steps below to identify and fix the issue:
Log in to Trackunit Manager
Go to the Assets page
Locate and click the asset where the Raw device is installed
In Asset Home, select the Telematics tab
Scroll to the Cellular section
Check if the Latest data reported is older than 15 minutes.
This indicates the device has stopped reporting.
Note: A device normally transmits every 15 minutes. However, if it is inside a building or in an area with weak mobile coverage, the interval might be longer, transmitting only every 30 minutes. This means you receive 2 pings per hour instead of 4.
Scroll to the Power section and review the Power supply and Battery level:
Power supply 0V or ≤8V:
The device lost power supply and is running on internal battery
It will only send data once per hour
Power supply 0V or ≤8V and the Battery ≤3.7V:
The internal battery is discharged
The device is in sleep mode until power is restored
Note: A device’s battery cannot stay charged if the power supply is below 8V.
Power supply is good (12V, 24V, or 48V) and Battery ≤3.7V:
The internal battery may be defective or nearing end of life
Consider replacing it
Power supply > 60V:
The device may be water-damaged
Reach out to Customer Support for advice
If the Power supply is good (12V, 24V, or 48V) and the Battery level is good (4.1V), but the Latest data is older than 15 minutes, the cause may be a GSM network loss, device failure, or damage.
Check the wiring & connectivity of your asset:
Verify that the device’s wiring/power connections are secure, properly connected, and not damaged:
If everything is connected correctly, a blinking red LED should indicate network connectivity.
A solid red LED indicates a possible GSM connectivity issue. Contact Customer Support for assistance.
Verify the in-line 1A fuse on the asset’s wiring harness:
Ensure the fuse is intact.
Replace it if it is blown.
Verify the asset is not located inside a building with a weak cellular signal:
If it is, this may cause a temporary loss of reporting until the cellular connection is restored.
Move the asset outside to re-establish reporting.
Verify the device is not damaged:
If it appears damaged, contact Customer Support for assistance.
My device is reporting data, but not a current GPS location
Follow the steps below to identify and fix the issue:
Log in to Trackunit Manager
Go to the Assets page
Locate and click the asset where the Raw device is installed
In Asset Home, select the Telematics tab
Scroll to the GPS section
Check if the Latest position reports a current GPS location.
If the device is sending data but not a current GPS location:
Check if the asset is inside a building with a weak cellular signal
Move the asset outside so the antenna has an unobstructed view of the sky
Ensure the GPS signal is not blocked by physical structures or installation placement
Run the asset outside for 15–20 minutes
If the GPS issue persists, contact Customer Support
My asset shows no activity
If your asset shows no activity, it’s most likely an installation issue. Follow the steps below to identify and fix the issue:
Log in to Trackunit Manager
Go to the Assets page
Locate and click the asset where the Raw device is installed
In Asset Home, select the Telematics tab
Scroll to Advanced Configuration
Note: You must be the owner of the asset to access Advanced Configuration
Check the Source of operating hours and confirm it hasn't changed from default
Click on the Insights tab and scroll to Advanced Sensors
Review when the last data was received
On the asset:
Ensure that input connections and wiring are secure, properly connected, and undamaged.
Inputs require a 9.4V or greater power source to register as HIGH. A device’s battery cannot stay charged if the power supply is below 8V.
If connections are correct and inputs were previously active, contact Customer Support for further assistance.
💡 Tip:
Need more help?
Click on the Messenger icon in the lower-left corner to get in touch with Customer Support.