Reseller troubleshooting guide

Troubleshooting Guide for Partners

This document aims to guide Partners through the troubleshooting process for issues related to Geotab GO devices and MyGeotab. Partners should document as much information as possible to assist with the resolution.

Step 1 — Identify the Issue

Before contacting Geotab Support, please identify whether the issue is hardware-related (i.e. a problem with the GO device); or application-related (i.e. a problem with MyGeotab). For account or sales-related issues, please contact your Partner Account Manager.

Step 2 — Gather the Information

Before troubleshooting, please follow the steps below to gather all the necessary information related to the issue.

Hardware-related Issues

If the issue is hardware-related, follow these steps:

Record the information of any hardware that is currently in use:

GO device serial number (12 characters, visible on the device, starts with G);
Auxiliary hardware connections (e.g. IOX-AUX, T-Harness, third-party accessories, etc.); and
Make, model, year, and VIN of the vehicle in which the hardware is installed.

Check for connectivity and installation issues:

Check to ensure the device is securely mounted and installed according to instructions. Is it loose or missing a zip tie?
Power cycle the device by removing it from the diagnostic port or harness, then reinserting it. Does the issue persist? Take note of which GO device lights are on.
If multiple components are connected to the asset (e.g. IOX expander), unplug all devices except the GO device. Plug each device back in, one at a time, to determine which device is causing the problem (i.e. does the problem occur after a specific device is plugged in?).
Install the device in a second asset — ideally, an asset with functioning hardware. Does the issue persist? Take note of which GO device lights are on. Installing the device in a second asset can help Geotab Support accurately diagnose the issue.

✱ NOTE: Regardless of hardware issues, always make sure the user has checked each and every connection — including harnesses and/or the IOX, if applicable. The vast majority of issues result from insecure connections.

For more detailed troubleshooting steps and the GO Device Troubleshooting Matrix, refer to Step 3 — Troubleshoot the Issue.

Application-related Issues

If the issue is related to MyGeotab, follow these steps:

1	Record the database name and the user ID for that database. To locate the database name and the user ID in MyGeotab: Navigate to Administration, located in the navigation menu on the left. From the sub-navigation menu, select Users. From the Users page, select the desired user. From the User Edit page, check the URL to view the database and user ID, (e.g. http://myX.geotab.com/databasename/#user,id:b123456789).
2	Record the steps the user performed that produced the issue, including any error messages received. For example: Logged in to the database, clicked Map, but no assets displayed; Attempted to log in to MyGeotab, but login unsuccessful; or Logged in to the database, clicked Dashboard and the Watchdog Report did not display.
3	Follow the steps recorded to reproduce the user’s issue. If you cannot reproduce the issue, check the following: Ask the user to repeat the operation. Do they get the same result? Do other users from the same database experience the issue? Record the user IDs for users that experienced the same issue. Does the issue persist on a different internet browsing device (computer, tablet, phone, etc.) or using a different browser?
4	If the issue is not resolved, contact Geotab Support. Before doing so, record the following information: The results from steps 1, 2, and 3. Number of impacted users. Did this issue occur before, or is it new? When did the status change? Any additional troubleshooting steps taken prior to contacting Geotab Support. Screenshots, error messages, and the MyGeotab URL can help Geotab Support provide the fastest service.

! IMPORTANT: When entering information into support tickets, please do not include any sensitive or personal information. This includes information such as driver name, driver's license number, employee identification number, account passwords, government identification numbers, or other sensitive or personal data. For security reasons, Geotab employees cannot set passwords.

Step 3 — Troubleshoot the Issue

Once basic information is collected, please refer to the Diagnostic Flow Clock for more detailed troubleshooting steps or the GO Device Troubleshooting Matrix for solutions. Some issues may require advanced troubleshooting.

GO Device Light Definitions

On initial power-up, all three LEDs on the GO device will flash once in unison, indicating that the device is receiving power. If none of the LEDs flash, this is an indicator that the device is not powered on.

After the initial flash, the Green LED will briefly turn solid, indicating that the modem is connected to our servers. The Blue LED will also briefly turn solid, indicating that the GPS is working. Both LEDs will eventually shut down if ignition is turned off.

Once ignition is turned on, the following common light sequences indicate an issue: No lights, Red only, Red and Blue only (most common), or Red and Green only.

GO Device Troubleshooting Matrix

Issue	Symptom	Possible Cause	Troubleshooting
Installation or Power Issues	Device falls out of port or device rattles/moves while driving.	Device not fully inserted or not properly secured with zip tie.	Reinstall the device and use a zip tie to ensure secure and proper installation.
	No LEDs are on.	No power from OBDII/JBUS power supply. Low vehicle battery.	Check Engine Faults report for power-related issues. Refer to Power Issues below. Reinstall device in a different asset with a functioning harness to reproduce the issue. Open support ticket if issue persists.
		Device or harness not fully inserted. Device unplugged.	Reinstall the device and use a zip tie to ensure secure and proper installation.
		Water damage or heat exposure.	Replace device.
		Faulty GO device.	Reinstall the device in a different asset with a functioning harness to determine if the same issue(s) persists. Log support ticket if issue persists.
		Faulty harness.	Plug device directly into the diagnostic port or replace harness with a functioning harness. Log support ticket if issue persists.
	Unauthorized Device Removal Exception.	Unplugged device.	Reinstall the device and use a zip tie to ensure secure and proper installation.
	Battery Drain Exception (Low power supply).	No power from OBDII/JBUS power supply. Low vehicle battery.	Check Engine Faults report for power-related issues. Refer to the troubleshooting steps for Power Issues below.
GPS Issues	Blue LED is off (Red LED is on).	Asset has an obstructed view of the sky.	Move the asset to another location. Log support ticket if issue persists.
GPS Issues	Blue LED is off (Red LED is on).	Device is surrounded by metal. Lead/metallic filaments in window tint (very rare).	Move the device to another location. Log support ticket if issue persists.
Carrier Issues	Green LED is off (Red LED is on).	Poor or no data coverage. Billing issue due to suspended or cancelled account.	Refer to the troubleshooting steps for Connectivity Issues below. Log support ticket if issue persists.
Carrier Issues	Device appears frozen on the map and assets appear black and grey.
Server Issues	Device appears frozen on the map and the assets retain designated colors.	Service outage. Server maintenance.	Wait for server to come online.
Physical Issues	Rust/water stains or discoloration.	Water damage.	Replace device.
Physical Issues	Device case appears melted.	Heat exposure.	Replace device.

✱ NOTE: Water damage and heat exposure are not covered under warranty.

Proper GO Device Installation

The images below display proper installation of the GO device. For proper installation, ensure there is no gap between the device and the port, then secure the connection with a zip tie.

Incorrect Installation	Correct Installation

Figure 1 — GO device installation

Advanced Troubleshooting

For more advanced issues, please refer to the steps below.

✱ NOTE: To perform the advanced troubleshooting steps in this section, your devices must be on the Pro or ProPlus plan.

GO Device Power Issue

1	Check for signs of power-related issues in the Engine Faults report: Navigate to Engine & Maintenance, located in the navigation menu on the left. From the sub-navigation menu, select Engine and Device…. From the dropdown menu, select Faults. On the Engine Faults page, click the Filter button located at the top of the page. From the window, select the Date Period and Assets. Click the Apply changes button. Review the results to identify any power-related issues (e.g. Code 130, Code 136, etc.).
2	If identified, check engine measurements for telematics device voltage levels: Navigate to Engine & Maintenance, located in the navigation menu on the left. From the sub-navigation menu, select Engine and Device…. From the dropdown menu, select Measurements. On the Engine Measurements page, click the Options button located at the top of the page. From the window, select the desired Date Period and Assets. For Diagnostics, type Telematics device voltage in the box. Click Apply changes.
3	Review Range of Voltage Readings: If the readings are below 12 Volts, Brownouts can occur. If the readings are below 9 Volts, Blackouts can occur.
4	If the issue persists and the battery voltage is greater than 12 Volts, refer to the GO Device Troubleshooting Matrix for solutions. Otherwise, contact Geotab Support.

GO Device Connectivity Issue

Check for signs of connectivity-related issues in the Engine Faults report:

Navigate to Engine & Maintenance, located in the navigation menu on the left.
From sub-navigation menu, select Engine & Device….
On the Engine Faults page, select the Filter button located at the top of the page.
From the window, select the desired Date Period and Assets.
Click Apply changes.
Review the results to identify any connectivity-related issues.

If identified, continue driving in an area known to have sufficient coverage (i.e. where other assets are not experiencing connectivity issues). To check carrier coverage in your area, click the appropriate link below:

U.S. coverage:

Canada coverage:

Australia coverage:

Telstra

✱ NOTE: The coverage maps are maintained by the mobile carriers and are subject to change. For Telefonica coverage in the U.S. and Canada, there is no public map available. If you notice any discrepancies, please contact the Geotab Support team via MyAdmin.

If the device does not start communicating, examine the installation and ensure the device is not located too deep under the dash or encased in metal.

If the installation appears correct, contact Geotab Support.

Diagnostic Flow Clock for GO Devices

For the full version, click here.

Figure 2 — Diagnostic Flow Clock

Figure 3 — Diagnostic Flow Clock for GO9 Device Initial Installation

✱ NOTE: The installation process for the GO9 device is different from previous GO devices and requires separate troubleshooting steps for the initial installation. The GO9 device initial installation is complete when the device is configured and the firmware has updated, i.e. the device displays a solid red LED and beeps 10 times. After the initial GO9 device installation, follow the GO device (GO9 or older) Troubleshooting Steps above to troubleshoot.