GPS Hardware Troubleshooting Guide

Wired Asset Trackers

Wired Vehicle Trackers

Plugin Trackers (OBD & JBUS)

Non-wired Asset Trackers

How to Contact SingleOps

Wired Asset Trackers

1. Check for Power
   Is the device receiving power? This is indicated by the LEDs on the device. These LEDs and their flashing pattern will be important if troubleshooting is necessary.  More information here.
2. Check Installation
   The device should be installed outside of any enclosed metal areas such as a control panel or engine bay.
   Is the device and the wiring harness installed properly and secured?
   For most installations:
   Black wire: connect to a grounding contact
   Red wire: connect to a constant power source
   White wire: connect to a switched power source such as the ignition.
   For some installation:
   Black wire: connect to a grounding contact
   White wire and red wire: connect together
   
   
3. Check Battery
   The device has an internal battery that will require initial and periodic charging. This is done by supplying a minimum of 11v to the device.  Please ensure equipment is charged or connected to a power source to supply battery charge to device.
   
   
4. Check Signal
   Is the equipment or vehicle in a garage or other enclosed parking area? 
   If so, move equipment to open area to acquire initial signal
   
   Does the area have a robust cellular network strength?
   If not, move equipment to an area of strong cellular network strength
   
   *Note: It can take up to a few hours for a signal to be acquired once device is properly installed
   
   
5. Contact SingleOps
   To make sure your troubleshooting experience is as seamless as possible, please have the following ready: 

• Equipment information: On what type (year/make/model) of equipment is the device installed? 
• Installation information: Where on the equipment is the device located? How are the wires connected?
• Signal information: Is the equipment or tracker in a garage or other enclosed area?  Does the area have strong cellular network strength?
• Lights information: Are there lights? What color and pattern are the lights?

Wired Vehicle Trackers

1. Check for Power
   Is the device receiving power? This is indicated by the LEDs on the device. These LEDs and their flashing pattern will be important if troubleshooting is necessary.
   
   
2. Check Installation
   The device should be installed outside of any enclosed metal areas such as an engine bay. Most installation occurs inside the cab of the vehicle.
   Is the device and the wiring harness installed properly and secured? 
   For most installations:
   Black wire: connect to a grounding contact
   Red wire: connect to a constant power source
   White wire: connect to a switched power source such as the ignition.
   
   
3. Check Battery
   Please ensure vehicle has adequate battery. The tracker will require at least 11v of constant power to function.
   *Note: Try device on another vehicle or an external battery to test unit
   
   
4. Check Signal
   Is the vehicle in a garage or other enclosed parking area? 
   If so, move vehicle to open area to acquire initial signal
   
   Does the area have a strong cellular network strength?
   If not, move vehicle to area of strong cellular network strength
   
   *Note: It can take up to a few hours for signal to be acquired once device is properly installed
   
   
5. Contact SingleOps
   In make sure your troubleshooting experience is as seamless as possible, please have the following ready:

• Vehicle information: On what type (year/make/model) of vehicle is the device installed? 
• Installation information: Where in the cab of vehicle is the device installed? How are the wires connected?
• Signal information: Is the equipment or tracker in a garage or other enclosed area?  Does the area have strong cellular network strength?
• LED information: Are there lights? What color and pattern are the lights?
• Has the device been tried on any other vehicle or an external battery?

Plug-in Trackers (OBD & JBUS)

1. Check for Power
   Is the device receiving power? This is indicated by the LEDs on the device. These LEDs and their flashing pattern will be important if troubleshooting is necessary. 
   Please check the following:
   1. Ensure unit is properly secured in vehicle port and receiving power
   2. Try the unit in another vehicle to test functionality and power

2. Check Device Type
   Our plug-in trackers only work with light-duty vehicles manufactured after 1996.  For medium- or heavy-duty vehicles (class 4 or higher) A plug-in tracker is not recommended. 

3. Check Signal
   Is the equipment or vehicle in a garage or other enclosed parking area? 
   If so, move equipment to open area to acquire initial signal
   
   Does the area have a strong cellular network strength?
   If not, move equipment to area of strong cellular network strength
   
   *Note: It can take up to a few hours for signal to be acquired once device is properly installed
   
   
4. Contact SingleOps
   In make sure your troubleshooting experience is as seamless as possible, please have the following ready:

• Vehicle information: On what type (year/make/model) of vehicle is the device installed? 
• Installation information: Is the device plugged into the port? What type of port does your vehicle have?
• Signal information: Is the equipment or tracker in a garage or other enclosed area?  Does the area have strong cellular network strength?
• LED information: Are there lights? What color and pattern are the lights?
• Has the device been tried on any other vehicle or on an external battery?

Non-Wired Asset Tracker

Applicable for: mini-tracker, solar tracker, long-term asset tracker

1. Check Battery
   The device has an internal battery that will require initial and periodic charging.
   Please ensure the device is charged by doing the following:
   1. Mini-Tracker: Use the supplied charging cable
   2. Solar Tracker: Place the device in direct sunlight for several hours 
   3. Long-Term Asset Tracker: Install 3 LTC (Lithium Thionyl Chloride) specific batteries.
      
2. Check Power
   This is indicated by the LED(s) on the device. The LED(s) and their flashing pattern will be important if troubleshooting is necessary.  Please observe and note any flashing patterns.
3. Check Installation
   The device should be installed outside of any enclosed metal areas such as a control panel or engine bay.  Additionally, the Solar Tracker will need to be installed in a location that provides the most sunlight possible.
   
   
4. Check Signal
   Is the equipment or vehicle in a garage or other enclosed parking area? 
   If so, move equipment to open area to acquire initial signal
   
   Does the area have a strong cellular network strength?
   If not, move equipment to area of strong cellular network strength
   
   *Note: It can take up to a few hours for signal to be acquired once device is properly installed
   
   
5. Perform Power Cycle
   Please perform a power cycle (or awaken) the device by doing the following:
   1. Mini-Tracker: Press and hold the power button on top of the Mini-Tracker (it is reinforced to prevent accidental action – press hard!)
   2. Solar Tracker: Find the “wake/pairing” button on the end of the tracker.  Hold this button down for 15 or more seconds and the device will send a message into the servers if there is enough charge on the internal battery.
   3. Long-Term Asset Tracker: Requires 3 LTC batteries.  Remove them, wait 30 seconds, and reinstall them in the appropriate manner.  WARNING - Failure to install the batteries correctly will cause damage to the device.
      
      
6. Contact SingleOps
   To make sure your troubleshooting experience is as seamless as possible, please have the following ready:

• Equipment information: On what type (year/make/model) of equipment is the device installed? 
• Installation information: Where is the device located?
• Signal information: Is the equipment or tracker in a garage or other enclosed area?  Does the area have strong cellular network strength?
• LED information: Are there lights? What color and pattern are the lights?

How to Contact SingleOps

1. Information Gathering
   Upon delivery of your GPS tracking devices, installation instructions should be in the package. Additionally, you should have been sent an email from SingleOps with instructions on installing plug-in trackers. If you can determine that the GPS trackers themselves or the cables provided do not connect to your vehicles, follow the steps below:
   Please take photos of any hardware that is impacted. The S/N & IMEI must be visible in the images. If the cables do not fit your vehicles, images of the cables with "prongs" visible are helpful. Please see below for example images.
   
   
   
2. Email SingleOps GPS Support
   Once images have been collected, please email support@singleops.com with the following information:
   1. Images attached to the email
   2. Summary of the issue
   3. Vehicles impacted by the issue
      
      
3. SingleOps Review Process
   Once you have provided the information in Step 2 to SingleOps, we will review your inquiry and respond if we have any follow-up questions and/or need more information to diagnose the issue better.
   If it's determined that your GPS tracking hardware needs to be replaced, SingleOps will provide you with a return shipping label for any defective/incorrect hardware. We will also order any additional hardware for you if replacements are needed.
   Providing images and/or information is crucial to troubleshooting any GPS hardware issues. On average, GPS hardware issues can take anywhere from 1-3 weeks to resolve.