A vehicle tracker can stop reporting and can result in missing or incorrect information in Reveal. This is sometimes referred to as a non-reporting unit (NRU).
If this happens, use the following troubleshooting techniques to get your vehicle reporting again. Troubleshooting steps can vary depending on the type of device in your vehicle. This article relates to the Vehicle Data Device (VDD).
To find out what type of device is in your vehicle, see View the "Fleet and device list". For XT (Xirgo), CalAmp, or Raliacom vehicle trackers use one of the following articles:
XT (Xirgo) vehicle tracker not reporting to Reveal (error code: NRU)
CalAmp vehicle tracker not reporting to Reveal (error code: NRU)
Raliacom vehicle tracker not reporting to Reveal (error code: NRU)
You can restart a non-reporting vehicle tracker from two places in Reveal.
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If a device error is detected you can restart the tracker from the Device details page in the Fleet and device list.
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If there is no error detected, but you still need to restart the tracker, you can do so from the Device Health Check panel on Live Map
Try starting the vehicle. If a vehicle has been unused for a long time, its battery may be drained and unable to power the vehicle tracker.
If the vehicle can start but has been parked for a time, the device may be in sleep mode. Driving the vehicle can wake up the device and it can start reporting again.
Vehicle trackers need both cellular and GPS coverage to report correctly.
Check the vehicle status on Live Map. If you see the no signal icon , then the vehicle may have gone out of cellular range. This can be caused by driving through a tunnel, entering an underground car park, or driving through an area with no cellular signal, such as a desert or national park.
Vehicle trackers need to communicate with GPS satellites and the cellular network. If the tracker is mounted beneath, or covered by, metal objects within a vehicle’s dash, it could be interfering with the GPS signal.
If the vehicle is inside a building with a metal roof, in an underground car park, or in an area surrounded by large buildings, this may interfere with GPS signals.
The master shut-off prevents the starting battery from being run down by your vehicle’s equipment when the engine is off.
If the master shut-off is engaged too soon, this can affect vehicle tracking in the following ways:
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The vehicle shows as idle on Live Map when the vehicle engine is off.
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Live Map shows only the last movement of the vehicle, which may be some distance away from its actual location.
To prevent this from happening, wait at least 90 seconds after turning off the vehicle before engaging the master shut-off. This will allow the tracker to finish its reporting cycle.
To check the connections on your Vehicle Data Device, follow these steps:
OBD-II
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Turn off the vehicle.
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Unplug the VDD from the OBD-II and wait five minutes. This allows the Vehicle Data Device to lose residual charge.
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With the vehicle still off, plug the device back in. Listen for a beep. Do not start the vehicle.
Note
If you don't hear a beep, try once more and make sure you plug it in firmly. If there is still no beep, try plugging the VDD into another vehicle. If it beeps in another vehicle, then the OBD-II port in the original vehicle may need maintenance.
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Wait five minutes before starting the vehicle.
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Start the vehicle, and let it idle for a further five minutes.
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Drive and allow time for the unit to come online and report into the system.
Y-cable
For Y-cable connections there are different points that could be causing a vehicle to stop reporting.
Check the cable connection to the OBD-II port
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Unplug the cable from the vehicle’s OBD-II port and plug it back in.
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If the Vehicle Data Device beeps, it is receiving power.
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If it does not beep, Check the cable connection.
Check the cable connection to the Vehicle Data Device
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Turn off the engine.
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Disconnect the Vehicle Data Device from the cable and wait for five minutes..
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Reconnect the device to the cable.
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If the device beeps, it is receiving power. Re-secure the VDD with cable ties if you removed any.
If the device does not beep, check the cable.
Vehicles with an OBD-II port
Check the port voltage using a digital multimeter. When checking voltage with a digital multimeter, ensure the multimeter power probes contact the ground and power pins at the same time.
The voltage at the OBD-II port should be 12 volts or greater.
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Use Pin 16 to test the battery voltage.
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Use Pin 4 to test the OBD-II chassis ground.
The OBD-II port is normally fused on the Cig/Auxiliary circuit, check this fuse and replace it if blown.
If the OBD-II port shows +12V, but the device has no power, check the Y-cable inline fuse on the device and replace it if blown.
If chassis ground is not available on Pin 4 of the OBD-II connector make sure the negative battery terminal cable is tight and free of corrosion. It's also a good idea to check the chassis ground straps beneath the hood.
Once you have carried out all these checks, if the vehicle is still not reporting it is time to contact Customer Support. They can perform further troubleshooting and book a technician if needed.
Ahead of your call to Customer Support, have the following information available:
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Vehicle name and vehicle ID
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Date and time of last report
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Tracker ESN (if possible)
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Name of contact
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Address of vehicle location where the technician can check the installation.
If you have access to the vehicle, ensure the ignition is on so Customer Support can do further checks.