GEOTAB Common Troubleshooting

GEOTAB Common Troubleshooting

GO Device Troubleshooting Matrix

Issue

Symptom

Possible Cause

Troubleshooting

Installation or
Power Issues

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.

  • No power from OBDII/JBUS power supply.
  • Low vehicle battery.
  • Check Engine Faults report for power-related issues. Refer to Power Issues below.
  • Reinstall device in a different vehicle with a functioning harness to reproduce the issue. Open support ticket if issue persists.
  • Device or harness not fully inserted.
  • Device unplugged.

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).

  • No power from OBDII/JBUS power supply.
  • Low vehicle battery.

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.

  • Device is surrounded by metal.
  • Lead/metallic filaments in window tint (very rare).

Move the device to another location. Log support ticket if issue persists.

Carrier Issues

Green LED is off (Red LED is on).

  • Poor or no data coverage.
  • Billing issue due to suspended or cancelled account.

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.

  • Service outage.
  • Server maintenance.

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.


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