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 XT (Xirgo) vehicle trackers.
To find out what type of device is in your vehicle, see View the "Fleet and device list". For Vehicle Data Device, CalAmp, or Raliacom vehicle trackers use one of the following articles:
Vehicle Data Device 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.
The LEDs on the tracker will give you an indication of whether the tracker is reporting correctly.
Amber LED (cellular network)
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Off: No power to tracker
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Solid: Ignition is ON, cellular network is connected
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Flashing: Ignition is OFF
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Fast Flashing: Ignition is ON, searching for cellular network
Green LED (GPS)
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Off: Searching for GPS
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Flashing: GPS connected
Vehicle trackers stop reporting when they are unplugged as they are not receiving power. Your device could have been unplugged because of tampering, during maintenance, or accidental knocks.
XT vehicle trackers can be connected to the vehicle via different cable connections. Check the connections to the diagnostics port and/or to the tracker itself.
Check the diagnostic port connection
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Unplug cable from the vehicle’s diagnostic port
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Wait for 5 minutes and plug it back in.
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If the tracker's LEDs are illuminated, the tracker is receiving power.
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If the tracker's LEDs are not illuminated, check the cable connection to the tracker.
Check the cable connection to the XT tracker
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Unplug the cables’s 14-pin Molex connector from the tracker.
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Wait for five minutes and plug the cable's 14-pin Molex connector into the tracker.
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Check the tracker’s LEDs.
Note
You may need to turn on the ignition for the tracker to receive power.
If the tracker's LEDs are not illuminated, check the cable.
Check the cable’s fuse
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Open the fuse holder cap.
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Access and remove the fuse.
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Test the removed fuse with a multimeter. If the fuse is ok, replace the cable.
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If the fuse is not ok, insert a new, similar fuse into the fuse holder and replace the fuse holder cap.
Note
3A mini-blade fuses can be purchased at auto-parts stores.
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Connect the cable to the diagnostic port and the tracker.
If the tracker is receiving power, the issue was due to a blown fuse. If the vehicle tracker is not receiving power, replace the cable.
Replace the cable
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Disconnect the existing cable.
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Replace the existing cable with a similar cable.
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Connect the new cable from the vehicle to the tracker.
If the tracker is receiving power (tracker's LEDs are illuminated), the issue was due to 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.
Vehicles with a 9-pin DLC port
The voltage at the Data Link Connector (DLC) port should be 12 volts or greater.
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Use Pin A to test for ground.
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Use Pin B to test the battery voltage.
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If the voltage is 0, check the DLC port fuse and replace it if blown.The tracker is wired to a fused circuit in the vehicle.
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If the voltage is still 0, check factory marked ground wiring and bolts to make sure they are tight and free of corrosion.
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If battery and ground pass testing check the vehicle tracker's harness for a blown fuse or damage.
Vehicles with an RP1226 port
The voltage at the RP1226 port should be 12 volts or greater.
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Use Pin 1 to test the battery voltage.
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Use Pin 8 to test for ground.
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If the voltage is 0, check the RP1226 port fuse and replace it if blown.
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If the voltage is still 0, check the OBD-II port fuse and replace it if blown.
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If the voltage is still 0, check the vehicle tracker's harness for a blown fuse or damage.
Vehicles with a 6-pin port
The voltage at the 6-pin port should be 12 volts or greater.
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Use Pin C to test the battery voltage.
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Use Pin E to test for ground
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If the voltage is 0, check the 6-pin port fuse and replace it if blown.
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If the voltage is still 0, check the OBD-II port fuse and replace it if blown.
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If the voltage is still 0, check the vehicle tracker's harness for a blown fuse or damage.
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.