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 Raliacom vehicle trackers. To find out what type of device is in your vehicle, see View the "Fleet and device list". For Vehicle Data Devices, XT (Xirgo), or CalAmp, vehicle trackers use one of the following articles:
Vehicle Data Device not reporting to Reveal (error code: NRU)
XT (Xirgo) vehicle tracker not reporting to Reveal (error code: NRU)
CalAmp 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.
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.