Device statuses

Learn what each device status means and how to resolve it.

Every telematics device in MyGeotab has an associated device status. A device status provides information about device health and helps you troubleshoot connectivity issues.

Device statuses display on the Assets page as a tile for each status, along with the number of devices with that status. Click a tile to filter your list of assets by that device status. For example, clicking the Low Asset Battery tile displays all devices with a low battery.

Device status summary tiles on the Assets page, including Offline, Terminated, Suspended, Replace Device, and Low Asset Battery.

Tip:

Every device status includes a Verify reason or Is this accurate? button in the notification box on the asset's Edit Asset page. Providing feedback on the accuracy of a status helps improve the detection triggers and labeling of existing and future device statuses.

For example, an asset with a Low Asset Battery status that has not reported the issue in the last 72 hours shows a message confirming the status may be resolved:

Low Asset Battery status panel with troubleshooting steps and an Is this accurate button.

Selecting the feedback button opens a short form where you can confirm or correct the reasons for the status:

Low asset battery resolved feedback form with selectable reasons and a comment field.

Terminated device status

Learn what the Terminated device status means and what to do next.

A device with a Terminated status has had its Device Plan terminated, meaning its SIM card has been terminated with the cellular carrier and can no longer be used.

Asset list row showing a terminated device icon with a Learn more popup stating the device Rate Plan was terminated.

Rate Plan Terminated detail panel stating the device cannot be reactivated and to contact your Telematics Representative.

If you think the device should not be terminated, contact your Telematics Representative.

We recommend archiving the asset if its device is terminated. If you need to continue gathering data for the existing device record, replace the device on the asset instead.

Suspended device status

Learn what the Suspended device status means and what to do next.

A device with a Suspended status is in a mode where it cannot report data until suspend mode is disabled.

Learn more popup stating the device Rate Plan was suspended.

Rate Plan Suspended detail panel asking you to contact your Telematics Representative to reactivate the Rate Plan.

Suspend mode is typically applied to seasonal vehicles, such as suspending snow plows during summer or landscaping vehicles during winter. It can also be applied to vehicles expected to be out of use for an extended period of time, such as vehicles undergoing maintenance or repairs.

If you think the device should not be suspended, contact your Telematics Representative.

Low asset battery device status

Learn what the Low asset battery device status means and how to troubleshoot it.

The Low Asset Battery status triggers when the battery of the asset connected to the device drops below 11.57 volts for approximately 5 minutes, which indicates a high likelihood that the asset battery is failing, requires replacement, or is otherwise low.

Learn more popup for a low asset battery status.

Low Asset Battery detail panel with troubleshooting steps and an Is this accurate button.

If the icon is red, the device is likely offline due to low battery voltage, though it could still be receiving power sporadically.
If the icon is yellow, the device is online, but the asset's battery should be investigated, either for low voltage or to ensure it is providing enough power to the device.

Loose installation device status

Learn what the Loose installation device status means and how to fix it.

The Loose Installation status indicates that the telematics device might not be securely attached to the diagnostic port. It triggers when the device detects multiple acceleration events before going offline, or if the device has received multiple indications of a loose installation while it's still online.

Learn more popup stating symptoms indicate the device installation may be loose.

Possible Loose Device Installation detail panel with troubleshooting steps and an Is this accurate button.

We recommend inspecting the device's installation to ensure it is snugly and securely connected to the asset. You can add more cable ties to secure the device, or reposition the device to another area of the asset that experiences less movement during operation.

If the device was previously loose, but has not reported a loose status in 72 hours, a message appears confirming the status may be resolved:

Possible loose device installation resolved panel with an Is this accurate button.

Click Is this accurate? to provide feedback that helps improve the algorithm that detects loose installations.
Click Dismiss to remove the device status from the asset.

Liquid intrusion device status

Learn what the Liquid intrusion device status means and what to do next.

The Liquid Intrusion status indicates that the device has detected there may be liquid inside its casing, which could cause electrical interference or capacitor overloads. We recommend inspecting the device for any damage and potentially replacing it to avoid data loss.

OEM-related device status

Learn what an OEM-related device status means and how to resolve it.

Some original equipment manufacturer (OEM)-related errors can occur for third-party devices reporting to the MyGeotab. They can range from activation errors to connectivity issues. We recommend investigating devices with this status to ensure that the OEM telematics device is online and correctly reporting data to your database.

In the following example, the device has not been fully activated and requires additional information before it can report data:

Asset list showing OEM activation error rows and a Fleet Account Number required popup.

OEM status reference


OEM status	Fault code	Description	Next steps
Asset not in use	617	Typically a temporary state. The vehicle may not have been driven yet.	Ensure the vehicle is powered on and driven. Allow up to 24 hours for pending states to resolve. If the issue persists, contact Support.
VIN required	618	The device serial number has been provisioned, but no Vehicle Identification Number (VIN) has been associated with it.	Ensure the vehicle's VIN has been entered and associated with the device in the Fleet Management Application. Contact your fleet administrator if the VIN is missing.
Eligibility check required	623	The vehicle failed an eligibility or VIN validation check.	Verify the VIN is correct and eligible.
Blue Button Key Press required	619	GM: The GM OnStar system requires a Blue Button Key Press (BBKP) to authorize telematics data sharing.	GM: The driver must press and hold the blue OnStar button in the vehicle and follow the OnStar enrollment prompts.
Fleet Account Number required	620	GM: The Fleet Account Number (FAN) is missing or incorrect.	GM: Provide the FAN in the OEM configuration add-in. Contact Support if the FAN was provided correctly, but the error persists.
Customer Connectivity Settings required	621	Ford: Ford's Connected Car Services (CCS) are disabled or unavailable.	Ford: Enable Ford Connected Car Services using the FordPass app.
Customer Connectivity Settings required	621	Kia: The user has not yet completed activation in Kia's system.	Kia: The user must activate Kia Connect service on the vehicle.
OEM authorization required	622	Ford: The vehicle owner has not provided data sharing consent to Ford.	Ford: Update the fleet account portal.
OEM authorization required	622	Tesla: The vehicle owner has not provided data sharing consent to Tesla.	Tesla: Vehicle owners must grant data sharing consent through the Tesla app.
OEM authorization required	622	Kia: The vehicle's VIN has been excluded from Kia's eligibility system.	Kia: Contact Support.
OEM authorization required	622	BMW: BMW's vehicle ownership verification failed.	BMW: Ensure the vehicle is correctly registered under the fleet account. Contact Support if the issue persists.
OEM authorization required	622	VW Group: The VIN is already subscribed to another fleet account.	VW Group: Verify whether the vehicle is enrolled under a different account. Contact Support to transfer or clear the enrollment.
OEM authorization required	622	Rivian: The VIN is not on Rivian's approved fleet list.	Rivian: Contact Support to add the VIN to the approved fleet list.
OEM authorization required	622	Stellantis: An active contract already exists for this vehicle in Stellantis's system.	Stellantis: Contact Support to investigate the existing contract conflict.
Asset in Transit or Factory Mode	625	Ford: The vehicle is in Transport or Factory Mode, which disables telematics enrollment. This typically applies to new vehicles being delivered.	Ford: Take the vehicle out of Transport or Factory Mode.
OEM Terms and Conditions required	626	GM: The GM OnStar Terms and Conditions and Privacy Statement have not been accepted.	GM: Fleet customers must accept the Terms and Conditions.
OEM Terms and Conditions required	626	Tesla: The Tesla End User License Agreement (EULA) for fleet has not been accepted.	Tesla: Accept the Tesla terms using the OEM configuration add-in.
OEM Terms and Conditions required	626	Kia: The Kia fleet telematics EULA has not been accepted.	Kia: Accept the terms using the OEM configuration add-in.
Location services required	627	Location sharing has been disabled on the vehicle's infotainment system. Only available for GM and Rivian.	Enable location services. Only available for GM and Rivian.
Data services required	629	Tesla: The vehicle's firmware version is not supported by the telematics integration.	Tesla: Ensure the Tesla vehicle is connected to Wi-Fi and has the latest firmware installed.
Data services required	629	Hyundai: The vehicle's activation in the Hyundai system is still pending.	Hyundai: Wait up to 24 to 48 hours for activation to complete.
Data services required	629	VW Group: The vehicle owner has enabled privacy mode.	VW Group: Vehicle owners must disable privacy mode in the vehicle.
Proof of ownership required	630	Tesla: A Virtual Key has not been set up for this vehicle.	Tesla: Set up a Tesla Virtual Key for this vehicle using the Tesla app.

Replace device status

Learn what the Replace device status means and what to do next.

The Replace Device status indicates that a telematics fault has been triggered that is serious enough to warrant replacing the device entirely.

Replace device popup stating the device needs to be replaced.

Replace Device detail panel asking you to contact your Telematics Representative to request a replacement.

You can confirm the fault that triggered the status on the asset's Health tab, under Device faults:

Asset Health tab showing a device fault recommending the device be removed and reported to the reseller.

Check the device for any additional damage and contact your Telematics Partner to begin the replacement process.

Offline device status

Learn what the Offline device status means and how to troubleshoot it.

Offline summary tile showing the number of offline devices.

The Offline status is a general status indicating that the device is not currently reporting to MyGeotab. Predetermined time periods are used to notify you when a device goes offline, with timings dependent on the specific device type being monitored (GO device, GO Anywhere device, or third-party OEM device).

Learn more popup stating the device has been offline for 3 or more days for an unknown reason.

If you can determine why the device went offline, you can provide feedback to improve the device status feature.

Click Learn more for the impacted asset.
On the asset's Edit Asset page, click Verify reason.

Unknown Reason detail panel with asset usage chart, map, and a Verify reason button.

Select all reasons that apply, or provide more details in the comment field.
Click Submit.

Select all the reasons that apply form with a comment field and a Submit button.

Your feedback provides data that helps improve the feature's detection algorithms.

Dismissing a device status

Learn how to dismiss a device status from an asset.

Dismissing a device status removes it from your asset.

Click the red cloud icon next to the asset name.
Click Dismiss.

The device status is removed from the asset.

Dismissing a resolved device status

Learn how to dismiss a resolved device status from an asset.

If a device issue may be resolved, you can dismiss its device status to remove it from your asset.

Select the asset name from the list.
In the Location section, look for a message confirming the status may be resolved.
Click Dismiss.

The device status is removed from the asset.

Device status FAQs

Find answers to common questions about why a device shows a status.

Can I filter by device status to download a device report?

Yes. After clicking any of the summary tiles at the top of the Assets page, click Download to download a device report with only the filtered devices included.

Which reports include device status?

The Standard, Advanced, Device Online and Offline, and Watchdog reports found on the Assets page all include device status. The Device Online and Offline and Watchdog reports show device status on the Report Sheet, while the Standard and Advanced reports show device status on the Data Sheet.

Download menu showing Standard, Advanced, and Watchdog report options.

Why can I not dismiss device statuses?

While some statuses, such as Terminated and Suspended, are based on looking up Device Plans, others are based on models that evaluate the most likely reason a device went offline. We are working on a quick way to dismiss statuses once these models are proven accurate. For now, the best way to help is to provide feedback using the Is this accurate? button on the device's Edit Asset page.

How long does it take for an insight to appear?

An insight appears and updates every hour. For more frequent insights, use the Watchdog report to control the frequency of insights. The Loose Installation insight appears and updates every 24 hours due to the inherent delay of the data it depends on.

How long does it take for an insight to disappear?

Most insights disappear 10 days after the condition that triggered them is no longer active. The hourly health service deactivates the status after this period.

The following are special scenarios where an insight's lifespan may differ:

Loose Installation status
- Appearance: A Loose Installation insight appears during the next hourly check after a device reports a PotentialBadInstall diagnostic, indicating the device may be unplugged or loosely connected.
- Disappearance: The Loose Installation insight disappears 10 days after the issue is resolved. When a diagnostic value of 0 is received, signaling the device believes the problem is resolved, a 10-day timer begins for removing the insight.
OEM-specific statuses
- Appearance: Insights specific to original equipment manufacturer (OEM) devices are created during the next hourly check after an event is reported by the OEM, such as VINRequired or AuthorizationRequired.
- Disappearance: Unlike other statuses, OEM-specific insights disappear much faster. They are automatically removed after 1 day if the condition is no longer being reported by the device.

What are the fault codes causing the summary tiles to appear?

The following codes can be used to create rules and notifications for these insights:


Summary tile	Fault codes	Summary description
Device terminated	N/A	The device has been terminated.
Loose installation	AI Model Code: 3	This is a data model that evaluates acceleration events before the device went offline, which likely explains why the device became loose enough to go offline.
Device offline	FAULT_SWC_TRANSCEIVER_FAILED 488, FAULT_FLASH_FAIL 128, FAULT_SWC_FUSE_BLOWN 491, FAULT_RAM_ERRORS 297, FAULT_DISABLED_NEEDS_RMA 450	Two faults generated by the device immediately indicate the device is no longer usable and needs to be replaced.
Needs replacement (RMA)	FAULT_SWC_TRANSCEIVER_FAILED 488, FAULT_FLASH_FAIL 128, FAULT_SWC_FUSE_BLOWN 491, FAULT_RAM_ERRORS 297, FAULT_DISABLED_NEEDS_RMA 450	Two faults generated by the device immediately indicate the device is no longer usable and needs to be replaced.
Low asset battery	FAULT_LOW_VOLTAGE_WARNING 135	This status is shown when a device has the low power voltage fault before the device went offline.
Liquid Intrusion	FAULT_GROUND_WATER_INTRUSION_DETECTED 467, FAULT_POWER_WATER_INTRUSION_DETECTED 468	The device is detecting that the GO device had a short circuit caused by liquid.
Device disable	FAULT_DEVICE_DISABLED 197	The device is disabled.
Unknown reason	N/A	The device has been offline for 3 or more days and the reason is unknown.

How do I interpret OEM statuses and next steps for resolution?

See OEM-related device status for a full reference of OEM status codes, descriptions, and next steps.