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What do I do when ONEi3 API is not working or receiving data?

Here's a troubleshooting guide to help you solve the problem.

Updated over a week ago

If your ONEi3 API isn't working or you're not receiving data as expected, this guide will help you identify and resolve the issue.

Follow the troubleshooting steps below to get your connection back on track:

  1. 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.

      Note: A Bearer Token expires within one hour of receiving it.

    • Endpoint URL Validity: Check if the API endpoint URL is valid.

      Cross-check the URL with the official API documentation or the information provided by your Customer Success Manager (CSM).

  2. If the problem persists after trying the steps above, click on the Messenger icon in the lower left corner of this page to contact Customer Support.


    To help us assist you faster, include the following information in your message:

    • The Equipment Serial Numbers (ESN) affected

    • The API Endpoint experiencing the error

    • The error code received (e.g., 500, 504, 404, etc.)

    • Any API logs available, including date and time

    • The last successful API (date and time)

    • The specific data points experiencing the issue


💡 Tip:

Need more help?

Click on the Messenger icon in the lower left corner to get in touch with Customer Support.


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