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            GO Device Troubleshooting Guide

            Troubleshooting Guide


            Step 1 — Identify the Issue

            Before contacting Gofleet 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 Gofleet Account Manager.

            Step 2  Gather the Information

            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:

            • GO device serial number (12 characters, visible on the device, starts with G);
            • Auxiliary hardware connections (e.g. IOX-AUX, T-Harness, third-party accessories, etc.); and
            • Make, model, year, and VIN of the vehicle in which the hardware is installed.

            2

            Check for connectivity and installation issues:

            • Check to ensure the device is securely mounted and installed according to instructions. Is it loose or missing a zip tie?
            • Power cycle the device by removing it from the diagnostic port or harness, then reinserting it. Does the issue persist? Take note of which GO device lights are on.
            • If multiple components are connected to the vehicle (e.g. IOX expander), unplug all devices except the GO device. Plug each device back in, one at a time, to determine which device is causing the problem (i.e. does the problem occur after a specific device is plugged in?).
            • Install the device in a second vehicle — ideally, a vehicle with functioning hardware. Does the issue persist? Take note of which GO device lights are on. Installing the device in a second vehicle can help Gofleet Support accurately diagnose the issue.

            Note: Regardless of hardware issues, always make sure you havehas checked each and every connection — including harnesses and/or the IOX, if applicable. The vast majority of issues result from insecure connections.


            Step 3 
             Troubleshoot the Issue

            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. 

            GO Device Light Definitions

            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:

            • No lights 
            • Red only
            • Red and Blue only (most common)
            • Red and Green only

            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.

            Proper GO Device Installation

            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

              

            Figure 1 — Proper Installation of the GO Device

            Advanced Troubleshooting

            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.

            GO Device Power Issue

            1

            Check for signs of power-related issues in the Engine Faults report:

            • Navigate to Engine & Maintenance, located in the navigation menu on the left.
            • From the sub-navigation menu, select Engine and Device….
            • From the dropdown menu, select Faults.
            • On the Engine Faults page, click the Options button located at the top of the page.
            • From the window, select the desired Date Period and Vehicle(s).
            • Click Apply changes.
            • Review the results to identify any power-related issues (e.g. Code 130, Code 136, etc.).

            2

            If identified, check engine measurements for telematics device voltage levels:

            • Navigate to Engine & Maintenance, located in the navigation menu on the left.
            • From the sub-navigation menu, select Engine and Device….
            • From the dropdown menu, select Measurements.
            • On the Engine Measurements page, click the Options button located at the top of the page.
            • From the window, select the desired Date Period and Vehicle(s). For Diagnostics, type Telematics device voltage in the box.
            • Click Apply changes.

            3

            Review Range of Voltage Readings:

            • If the readings are below 12 Volts, Brownouts can occur.
            • If the readings are below 9 Volts, Blackouts can occur.

            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 Gofleet Support.

            GO Device Connectivity Issue

            1

            Check for signs of connectivity-related issues in the Engine Faults report:

            • Navigate to Engine & Maintenance, located in the navigation menu on the left.
            • From sub-navigation menu, select Engine & Device….
            • On the Engine Faults page, select the Options button located at the top of the page.
            • From the window, select the desired Date Period and Vehicle(s).
            • Click Apply changes.
            • Review the results to identify any connectivity-related issues.

            2

            If identified, continue driving in an area known to have sufficient coverage (i.e. where other vehicles are not experiencing connectivity issues). To check carrier coverage in your area, click the appropriate link below:

            U.S. coverage:

            Canada coverage:

            NOTE: The coverage maps are maintained by the mobile carriers and are subject to change. For Telefonica coverage in the U.S. and Canada, there is no public map available.

            3

            If the device does not start communicating, examine the installation and ensure the device is not located too deep under the dash or encased in metal.

            4

            If the installation appears correct, contact Gofleet Support.

            Diagnostic Flow Clock for GO Devices

            For the full version, click here.

            Figure 2 — Diagnostic Flow Clock

            Figure 3 — Diagnostic Flow Clock for GO9 Device Initial Install


            Updated: 11 Sep 2019 04:56 AM
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