FAQ: What to do when an asset tracker is not reporting?
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There are various factors that could be preventing your asset tracker from reporting. The first step in identifying the problem is to check the battery. 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 customer support. If the battery level is at 30% or lower, 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.
If 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.