Support and troubleshooting

Use the manual health check to diagnose Next Gen GO® Anywhere™ issues and confirm the device is operating correctly.

You can manually initiate a health check that forces Next Gen GO® Anywhere™ to perform a set of diagnostics and upload results to MyGeotab.

Press the button on the device.
Observe the LED behavior to confirm the health check result.


LED state	What it means
Slow flash	Health check in progress. Do not touch the device.
Fast flash for 15 seconds	Health check successful. The device is healthy. No action required.
Flash every 15 seconds	Health check failed - no or weak cell service. Move the asset to an area with cellular coverage, then press the button to re-attempt activation.
Two flashes every 15 seconds	Health check failed - no GPS signal. Move the device to a location with a clear view of the sky, then press the button to re-attempt activation.

Need More Troubleshooting Help? If you have followed these steps and are still experiencing issues, please call Support at the number in MyGeotab (Support > Contact Information) or start a live chat and type Agent.

Troubleshoot an asset tracker that's not communicating

Diagnose communication issues with an asset tracker by checking last contact, location, and cellular coverage.

These steps require the necessary permissions in MyGeotab. Contact your administrator if you encounter any limitations.

Check when the asset tracker last communicated with MyGeotab and identify its last reported location.
Determine whether the last known location has good cellular coverage.

Note:
Poor or no cellular coverage can prevent the device from communicating.
Assess whether the voltage was adequate at the time of the last communication.

Note:
Insufficient power can prevent the device from transmitting data.
Determine whether the device is consistently failing to report or experiencing intermittent communication drops.

Note:
If the last communication was more than 36 hours ago, investigate potential power loss or a lack of cellular coverage at the asset's current location.

Asset trackers are configured to report at specific intervals. Deviations from the expected frequency can indicate a communication problem.
Dense urban areas, remote locations, and areas with significant physical obstructions can interfere with cellular signals and affect communication.

Check the last known location of an asset tracker

Find the last known location of an asset tracker using trip log data in MyGeotab.

These steps require the necessary permissions in MyGeotab. Contact your administrator if you encounter any limitations.

Log in to MyGeotab.
Navigate to Safety > Log Data & Collisions.
Select the Date Period and the asset.
Click Apply changes.

The coordinates of the last known location are displayed.

Hardware troubleshooting

Resolve common hardware issues with asset trackers, including power, battery, harness, physical damage, and GPS coverage problems.

Important:

The instructions below assume you have the necessary permissions within MyGeotab to perform the described actions. If you encounter any limitations, contact your administrator or the authorized Geotab partner that provided your devices.

Lights not turning on

Check connections: ensure the device is properly installed and all connections are secure and not loose.
Verify power source: confirm that the device's power source is correctly connected and functioning.
Test power output: use a voltmeter to measure the voltage output of the power source. The range should be between 10 and 32 volts.
Isolate the issue:
- Install a known working device on the same power source to determine whether the issue is with the power source.
- Install the device on a different known working power source to determine whether the issue is with the device itself.
Confirm power to device: ensure the device is receiving power from the vehicle or designated power supply.
If the device still has no lights after confirming power and connections, submit a request for a Return Merchandise Authorization (RMA).

Battery issues

Check the battery level in MyGeotab by navigating to Maintenance > Measurements. Look for the following diagnostic types:

Battery Level
Battery Voltage
Device power Change (1=Powered)

Hardwired devices:

Verify power connection: ensure the device is receiving consistent power from the vehicle to allow for charging.
Check for lights: observe whether any lights are illuminated on the device.
Inspect harness: visually inspect the wiring harness for any signs of damage or defects. Consider replacing the harness with a known good one to rule out a faulty harness.
If the power source is confirmed to be working and the battery still fails to charge, submit an RMA for the device.

Solar-powered devices:

Ensure the solar panel is not obstructed by any objects that could prevent it from receiving sunlight for charging.
For hardwired solar-powered devices, confirm that the connected power source is active and functioning correctly.
If the power source is confirmed and the battery remains unable to charge, submit an RMA for the device.

Faulty harness

Visual inspection: carefully examine the entire length of the wiring harness for any physical damage, such as cuts, frayed wires, or loose connections.
Harness replacement test: if possible, replace the existing harness with a known working harness to determine whether the original harness is the source of the problem.
If troubleshooting steps do not resolve the issue, or if a replacement harness is not available for testing, it may be necessary to request an RMA for both the tracker and the harness.

Broken or damaged tracker

If the device is received with any visible physical defects or damage, immediately submit an RMA for the device.

Tracker not showing on the map

Move the asset to an outdoor location with a clear, unobstructed view of the sky. Buildings or dense materials, especially metal, can interfere with the GPS signal.