If you experience a loss of telematics data or notice that the data is not up to date, check the following:
Bearer Token: The Bearer Token may no longer be valid. Obtain a new Bearer Token and try using the new Bearer Token instead of the old token. A Bearer Token expires within one hour of receiving the token.
Endpoint URL Validity: Check if the API endpoint URL is valid by verifying the URLs against the API documentation or email provided by your Customer Success Manager (CSM).
If you are still experiencing issues after first attempting the solutions above, contact our Customer Support team and include the following details:
The Equipment Serial Numbers (ESN) experiencing the error
The API Endpoint experiencing the error
The API call error (e.g., 500, 504, 404, etc.)
All logs available for the API calls made receiving the error, with the date and time
The last date and time the API call was successful
The data points experiencing the issue
You can reach out to our Customer Support team, by opening the Messenger in the lower left corner of this page, and clicking on "Messages" --> "Send us a message".
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