This guide covers the most common reasons for reporting issues and provides simple, step-by-step instructions to get your Equipment Asset Tracker back online. By following these steps, you can often get your tracker back online without needing to call for support.
Check the Fleet and device list
Restart a non-reporting asset tracker from Reveal
Wake the tracker from sleep mode
To conserve power, trackers enter a "sleep mode" when they are stationary for an extended period.
Press the physical button on the Equipment Asset Tracker to wake it up.
The first step in identifying the problem is to check the battery level. To do this, click on the asset in the Live Map.
In the asset balloon, a battery level indicator tells you when the battery is close to empty.
If the battery level is at 30% or lower, contact Support and they can arrange for the tracker to be replaced.
Note
The batteries in EAT devices do not charge when the EAT device is connected to an asset's battery.
Note
Before contacting Verizon Connect, continue to drive or operate the asset for one day to see if the asset tracker’s battery recharges.
If the asset is not reporting and the battery level is above 30%, then the tracker has either been installed incorrectly or is malfunctioning.
Check the network and GPS connections
On some asset trackers such as EAT and EAT-B you can use the Status button to check the status of the network and GPS connections.
Press the Status button for 1-3 seconds to power on the asset tracker.
Press the Status button again to start a status check of the network and GPS connections.
-
Check the status LEDs.
It can take up to 30 seconds for the LEDs to light up, and they stay on for 5 seconds.
To repeat the status check, press the Status button again.
If the battery isn't dead (see Check the battery level) and the LEDs don't light up, Contact Support .
If the LEDs light up, check their status in the LED status table.
Table 6. LED status table
Icon
Name
Status
Network
Slow flash: device is seeking network
Solid: network connection acquired
GPS
-
Slow flash: device is seeking GPS.
It does not indicate fail/success status.
Check Live Map in Spotlight app or Reveal to confirm location reporting.
If there is no network or GPS connection the asset tracker may be located in an area that has weak coverage, or it may be mounted on the asset in a place where the signal is weakened.
Try moving the device to a different place on the asset or to an area with better network coverage that has a clear view of the sky, ensuring the device is mounted correctly (see mounting criteria in the EAT installation guide).
Check the network and GPS connections again (repeat steps 1 to 3).
If there is still no network or GPS connection, Contact Support.
Check the asset's physical location
Troubleshoot trackers on trailers
Trackers installed on trailers have unique power considerations. Since they rely on the truck for power, their connection status is a key factor.
Use this checklist if your tracker is on a trailer:
Is the trailer connected to a truck? When a trailer is disconnected, the tracker may lose its main power source and pause tracking updates until it is moved or reconnected to a truck.
Is the truck running? The tracker needs power from the truck to operate. Connect the trailer to a truck and turn the ignition on.
Are the running lights on? Many installations draw power from the trailer's running lights circuit. If your tracker is installed this way, the truck's lights must be on for the tracker to be powered.
Is the trailer used with multiple trucks? If so, inconsistent reporting could be caused by slight differences in the trucks' wiring or a faulty connection on one vehicle. Try connecting the trailer to a different truck to see if the issue continues.
Verify power and physical connections
If location and power aren't the issue, the problem may be with the device's physical connection.
Was the asset recently serviced? Technicians performing repairs may accidentally disconnect, loosen, or move the tracking device. If the asset was recently in for service, check that the unit is still securely installed.
Check for physical damage: Inspect the wiring harness and cables for any visible damage, cuts, or loose connections.
Check the asset tracker’s wiring: Check the red Batt+ and white ignition wire connections and fuses if both are connected, as well as verifying the tracker is securely grounded.
Check the power harness fuses: Pull back the weather-proof cap and check if the fuse is blown.
-
Check the asset’s fuses: Check the fuse panel and any inline fuses for battery and ignition power.
If you see a visible gap in the wire displayed inside the fuse’s clear casing:
Replace the fuse.
Drive the asset.
If the asset is still showing as Towing, or there is no blown fuse, contact Support.
Check for a master cut-off switch.
Confirm the installation type
The device's physical wiring (e.g., 2-wire or 3-wire) must match its software configuration.
You can access the configurations settings on the Device Details page.