For helping end-users running into device issues.
I just received my device. How do I turn it on?
Expose it to sunlight or press and hold the button for >3 seconds until you see a red light.
My device doesn’t seem like its working anymore.
To conserve the battery, the LEDs do not illuminate after the initial 30 minutes during normal operation.
Have you checked the LED error codes and referenced the Getting Started Guide? (see below).
Has it had enough exposure to sunlight to ensure that the battery is not depleted? Devices below 3.4V will not operate (see Device Activity/Battery Level document).
Is the device in a hot environment? The device will shut off above 70 degrees Celsius. Car dashboards often reach this temperature during warmer months. The device will resume working once it cools down.
Note that device battery life is reduced if it is not installed as intended and is exposed to prolonged high temperatures
My device is not reporting as frequently as it used to?
Have you changed the way it is used? The device records and reports less frequently when it is not moving. The device also records and reports less frequently when the battery drops below its optimal operating charge (3.75 – 4.0V). Devices function best when they receive sufficient sunlight every day to keep battery voltage above 3.75V.
Are you in an area with known limited connectivity? If the device is in an area that is not within coverage, move to an area with known coverage. If issues continue, contact support to check the carrier coverage map.
My device is not updating.
Are you in an area with known limited connectivity? If the device is in an area that is not within coverage, move to an area with known coverage. If issues continue, contact support to check the carrier coverage map.
LED slow flashes a repeated pattern of LED flashes after pressing the power button.
The device is in error state; check the error codes above for corresponding actions.
LEDs do not illuminate when the power button is pressed.
Charge the device by either placing it under sunlight for a total of 24 hours or by connecting a 12V supply to the external connector (if available).
LEDs do not illuminate when the power button is pressed after 24 hours of charging.
If the battery was below 3.2V, it could take several days to charge. Replace the device if it is no longer able to charge.
My device hasn’t communicated—what should I do?
Assuming the battery is in a good state, and there is good coverage, force sync. Press and hold the button on the device until green light comes on. It will take between 5 seconds and 5 minutes to sync.
How long does it stay active after vehicle stops?
Once we have 2 sequential locations within the range that is considered “stop”, it will take 1 collect cycles and 1 report cycle. For standard settings about 3 minutes total.
Behaviour when it can’t connect, how many times does it try to connect?
Currently, it tries to connect once per cycle for battery savings. On the next report cycle, it will retry if moving. If stopped, see below.
Behaviour when it can’t connect, how often does it try to connect?
Depends on the report cycle settings. If moving, 10 minutes. If stopped, it will retry 4 times every 60 seconds and if all those fail, again in 4 hours (but since it is in a stopped state, this duration should not be an issue).
How long does a firmware update take?
The full cycle time depends on network conditions, but will typically take between 8-20 minutes.
What happens if a firmware update fails?
If this fails, it will retry 3 times, on the next report cycle. For default settings, this will happen every 4 hours in a stopped state.
When it stops how long does it connect?
The total connection time will vary and typically take between 40-90 seconds. There are several factors that cause this time to vary.
Error Codes
When the device is running, you can check the system status via the multi-function button and LED. The following steps explain how:
Press and hold the multi-function button for 2-4s; release, when the blue LED, illuminates.
If there are any errors, the red, green, or blue LED will flash a certain number of times, followed by a 3s pause. It will then flash the next error (if any). Look up the error in the LED table below.
Repeat the process from step 1 to see the errors again.