Problem
Reasons why your vehicle is not tracking...
Solution
Their are many possible reasons why your vehicle is not tracking or showing live data.
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My vehicle is not showing up to date information?
If your vehicle is not appearing in Tracking or generating live data (for example, Last Contact is not up-to-date), please use the below checklist to help determine why.
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Has the vehicle been created in NextGen? If the vehicle has not been created, please visit How To Create a Vehicle to get your vehicle setup.
Is the Vehicle in an area with poor with poor 3G Data coverage? To check coverage details, AU customers HERE | | NZ Customers HERE
Is the Vehicle parked up, isolated, or
underneathunder cover
.? - This
maywill hinder GPS
and battery connection to devices.You don't have a tracking package associated with this vehicle (vehicle wont show in tracking, but if created will show in admin>vehicles/3G networks.
Confirm your vehicle has been subscribed a Tracking service for the vehicle. (if the vehicle displays in the tracking module, it has the service applied)
If all boxes are ticked, please contact
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- Vehicle Registration
- Device id (TTD number)
A service member will determine a solution & If the device can be fixed remotely, you will be advised by the customer service representative and the ticket will be closed.
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refer to our Support Page HERE on how to report a tracking issue.
In most cases issues can be resolved over the air, however on some cases an on-site maintenance may be required.
Replacement parts are sent to an Authorised Technician who will contact you
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If you need to follow up on your issue please quote your ticket number (ie TT 12050) to Customer Service.
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to arrange an attendance for your vehicle
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