This document aims to guide Customers through the troubleshooting process for issues related to Geotab GO devices and MyGeotab. Customer should document as much information as possible to assist with the resolution.
Before contacting Geotab Support, please identify whether the issue is hardware-related (i.e. a problem with the GO device); or application-related (i.e. a problem with MyGeotab). For account or sales-related issues, please contact your Geotab Account Manager.
Before troubleshooting, please follow the steps below to gather all the necessary information related to the issue.
If the issue is hardware-related, follow these steps:
1 | Record the information of any hardware that is currently in use:
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2 | Check for connectivity and installation issues:
Note: Regardless of hardware issues, always make sure the user has checked each and every connection — including harnesses and/or the IOX, if applicable. The vast majority of issues result from insecure connections. |
3 | For more detailed troubleshooting steps and the GO Device Troubleshooting Matrix, refer to Step 3 — Troubleshoot the Issue. |
If the issue is related to MyGeotab, follow these steps:
Record the database name and the user ID for that database. To locate the database name and the user ID in MyGeotab:
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2 | Record the steps the user performed that produced the issue, including any error messages received. For example:
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3 | Follow the steps recorded to reproduce the user’s issue. If you cannot reproduce the issue, check the following:
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4 | If the issue is not resolved, contact Geotab Support. Before doing so, record the following information:
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Important: When entering information into support tickets, please do not include any sensitive or personal information. This includes information such as driver name, driver's license number, employee identification number, account passwords, government identification numbers, or other sensitive or personal data. For security reasons, Geotab employees cannot set passwords. |
Once basic information is collected, please refer to the Diagnostic Flow Clock for more detailed troubleshooting steps or the GO Device Troubleshooting Matrix for solutions. Some issues may require advanced troubleshooting.
On initial power-up, all three LEDs on the GO device will flash once in unison indicating that the device is receiving power. If none of the LEDs flash, this is an indicator that the device is not powered on. After the initial flash, the Green LED will briefly turn solid indicating that the modem is connected to our servers. The Blue LED will also briefly turn solid indicating that the GPS is working. Both LEDs will eventually shut down if ignition is turned off. Once ignition is turned on, the following are common light sequences indicating an issue:
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Issue | Symptom | Possible Cause | Troubleshooting |
Installation or | Device falls out of port or device rattles/moves while driving. | Device not fully inserted or not properly secured with zip tie. | Reinstall the device and use a zip tie to ensure secure and proper installation. |
No LEDs are on. |
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| Reinstall the device and use a zip tie to ensure secure and proper installation. | ||
Water damage or heat exposure. | Replace device. Note: Water and heat damage is not covered under warranty. | ||
Faulty GO device. | Reinstall the device in a different vehicle with a functioning harness to determine if the same issue(s) persists. Log support ticket if issue persists. | ||
Faulty harness. | Plug device directly into the diagnostic port or replace harness with a functioning harness. Log support ticket if issue persists. | ||
Unauthorized Device Removal Exception. | Unplugged device. | Reinstall the device and use a zip tie to ensure secure and proper installation. | |
Battery Drain Exception (Low power supply). |
| Check Engine Faults report for power-related issues. Refer to the troubleshooting steps for Power Issues below. | |
GPS Issues | Blue LED is off (Red LED is on). | Vehicle has an obstructed view of the sky. | Move the vehicle to another location. Log support ticket if issue persists. |
| Move the device to another location. Log support ticket if issue persists. | ||
Carrier Issues | Green LED is off (Red LED is on). |
| Refer to the troubleshooting steps for Connectivity Issues below. Log support ticket if issue persists. |
Device appears frozen on the map and vehicles appear black and grey. | |||
Server Issues | Device appears frozen on the map and the vehicles retain designated colors. |
| Wait for server to come online. |
Physical Issues | Rust/water stains or discoloration. | Water damage. | Replace device. Note: Water damage is not covered under warranty. |
Device case appears melted. | Heat exposure. | Replace device. Note: Heat damage is not covered under warranty. |
The images below display proper installation of the GO device. For proper installation, ensure there is no gap between the device and the port, then secure the connection with a zip tie.
Incorrect Installation | Correct Installation |
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Figure 1 — Proper Installation of the GO Device
For more advanced issues, please refer to the steps below.
Note: To perform the advanced troubleshooting steps in this section, your devices must be on the Pro or ProPlus plan. |
1 | Check for signs of power-related issues in the Engine Faults report:
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2 | If identified, check engine measurements for telematics device voltage levels:
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3 | Review Range of Voltage Readings:
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4 | If the issue persists and the battery voltage is greater than 12 Volts, refer to the GO Device Troubleshooting Matrix for solutions. Otherwise, contact Geotab Support. |
For the full version, click here.
Figure 2 — Diagnostic Flow Clock
Figure 3 — Diagnostic Flow Clock for GO9 Device Initial Install