FAQ: What to do when an asset tracker is not reporting?

There are various factors that could be preventing your asset tracker from reporting.

Check the battery level

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.

The next step is to Contact Support.

If the battery level is at 30% or lower, and your tracker uses a non-rechargeable battery (such as a CalAmp TTU 7XX, EAT, or EAT-B), tell the support team and they can arrange for the tracker to be replaced. You should then check the battery levels for the rest of your asset trackers. Note that some wired trackers, such as the CalAmp TTU 28XX, should charge automatically if they have been supplied with the correct power source.

The batteries in EAT devices do not charge when the EAT device is connected to an asset's battery.

The batteries in some wired asset trackers (CalAmp 28XX) are rechargeable. 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. Tell the support team that you have checked the battery and then they can help you identify the problem.

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.

1. Press the Status button for 1-3 seconds to power on the asset tracker.
2. Press the Status button again to start a status check of the network and GPS connections.
3. 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.
   

   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.
4. 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).
5. Check the network and GPS connections again (repeat steps 1 to 3).
6. If there is still no network or GPS connection, Contact Support.