Troubleshooting

An asset shows offline

Offline means we have had no report recently. In order of likelihood:

1. 1
   It is somewhere without coverage

   Underground parking, a steel storage building, offshore, or a rural dead zone. Reports buffer and upload on reconnect — if the trail fills itself in later, this was it.

2. 2
   The asset battery is flat

   Check the last reported voltage before it went quiet. A slow slide to 11-point-something answers the question by itself.

3. 3
   Power got disconnected

   A mechanic pulling a battery terminal is the single most common cause of a "stolen" alert. Ask before you panic.

4. 4
   It is in storage mode

   Storage mode reports hourly. A gap of forty minutes is not a fault.

5. 5
   The unit has failed

   Rare, and covered — contact us and we replace it.

It is online but the position is wrong

• A position that is off by a street, briefly, is normal GPS wander — especially between tall buildings or under a dock.
• A position that is off by a country is almost always a timezone or clock problem on a third-party device. Check that its clock is set to UTC.
• A position frozen at a spot the asset left hours ago means the last successful report was there. That is an offline problem wearing a disguise.

It never got a first fix

If a newly installed unit reports but shows no position, it cannot see satellites. Nine times out of ten there is metal directly above it, or it was mounted label-down. Move it before you assume it is faulty — a fix from a bench outdoors proves the unit in two minutes.

Alerts are not arriving

• Check the rule is enabled, and that it applies to the asset you are testing with.
• Check the cooldown. A rule that fired recently is intentionally quiet.
• Check spam and filters for email; check that the number on file can receive SMS.
• Test the rule directly from the alerts screen rather than by driving an asset over a boundary.

The cut-off did not work

The command only lands on an asset that is online, and only does anything if a relay was actually fitted. If the relay was fitted and tested at install and now does nothing, the asset is offline — the cut-off is not a way to stop something that has already gone dark.

Still stuck

Call (888) 709-2650 or email support@vectragps.com. We will screen-share, and if a unit is genuinely faulty we replace it — that is not a conversation you should have to win.