Why is my Ford vehicle not reporting?
This article describes how to troubleshoot issues with your Ford vehicle if it is not reporting in Reveal.
The built-in telematics units in your Ford vehicles send information, such as location, to Reveal.
Sometimes the vehicle can stop reporting and the information in Reveal is incorrect or non-existent. This is sometimes referred to as a non-responsive unit (NRU).
While some issues can only be solved by Ford, here are some troubleshooting techniques that you can use to get your vehicle back reporting:
- Check the Detailed Report
- Check that the vehicle can start
- Check your vehicle's consent status in Ford Marketplace
- Check that the vehicle is in cellular range
- Check that the vehicle has a clear view of the sky
- Still stuck?
Check the Detailed Report
If you suspect that your vehicle is not reporting, run a Detailed Report.
This report will tell you where the vehicle has been today, or on whatever date range you select. Replay and Live Map show a vehicle’s latest location on the map.
Check that the vehicle can start
Try starting the vehicle. If a vehicle has been sitting unused for an extended period of time, the vehicle stops reporting.
The vehicle sends detailed data only when it is turned on. After switching the vehicle off, it emits a simple ping that does not contain any GPS or other vehicle data. The vehicle sends this ping once every 24 hours for between 7 to 14 days. After this time, the vehicle goes into a deep sleep state and does not send anything anymore.
Check your vehicle’s consent status in Ford Marketplace
Go to fleetaccount.ford.com, sign in with your Ford account credentials, search for your vehicle, and check that your vehicle is consented to Verizon Connect.
Check that the vehicle is in cellular range
Check the vehicle’s status on Live Map. If you see the no signal icon, then the vehicle might 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.
Check that the vehicle has a clear view of the sky
The trackers in your vehicles need to talk to satellites and cell towers. If the vehicle is inside a building with a metal roof, in an underground car park, or in an area surrounded by large buildings, these might interfere with GPS signals.
Trackers require both GPS and the cellular network to work.
Once you have carried out all these checks and the vehicle is still not reporting, it is time to contact Customer Support. They can perform further troubleshooting.
Ahead of your call to support, have the following information available:
- Vehicle name and vehicle ID
- Date and time of last report
If you have access to the vehicle, ensure that the ignition is on so Customer Support can perform further checks.