If you login to the Spytec GPS platform and see that one of your trackers has a connection issue, please click the tracker icon to get a detailed view of the issue. After clicking the detailed view, you will see that the tracker has not reported on schedule. This means the tracker has missed a timed report and is not communicating with the platform.
How do we solve this issue?
There is no need, in the majority of cases, to be alarmed by this. It is normal behavior for the trackers to go into a standby mode to save power when they have stopped and reported the stopped location. The tracker will resume its connection as soon as it detects motion. There are some steps that can be taken to get the tracker communicating with the platform, to make sure that the tracker was on standby and not part of a larger problem.
What do I do if I have the device in hand?
This typically happens when the tracker is not moving and can be resolved by taking the tracker on a quick trip, walking it outside, etc. When doing this, watch the green CEL LED. When that LED begins flashing once every three seconds, the tracker is back in communication with the platform and the updated position should be on the way.
The tracker can also have its connectivity reestablished via a reboot. Simply press and hold the power button to turn the unit off, wait a few minutes, then turn the unit back on. Again, keep an eye on the green CEL LED and the blue GPS LED. When those lights begin flashing, the unit has reconnected. (Click here for a walk-through on rebooting your GL300)
If this does not work, you can also press the SOS button on the tracker (Note:This applies to the GL300 only). By pressing the SOS button you will force a position update to the tracker and if it can get cellular reception in the current location it will reestablish communication with the platform.
The third thing that could be causing the issue is the device having no battery charge remaining. If the battery dies between scheduled reports, the tracker will display the same lost connection. This is easily fixed by charging your tracker and turning it back on. Once the unit is powered back on, you may need to take it on a short walk or place it by a window to get a solid connection. (Note:This applies to the GL300 only)
What if I do not have the device in hand?
If you do not have immediate access to the device, this creates a different situation. In this case the best solution is to keep a close eye on the device, especially if you have an idea of when it should be moving. By keeping an eye on the platform you will be able to quickly notice a status change. If the tracker does not recover communication with the platform over time or especially after moving, please contact our support team here: Submit a request
Comments
3 comments
My tracker has stopped reporting 3hrs ago. Said it is moving at 7mph in the same spot for 3hrs. Please explain
Thanks
My tracker has stopped reporting on Sunday, July 26, 2020. The tracker was on a moving vehicle at the time it froze. I have rebooted it, turned it off and back on, I walked it around,. The green light is on.. so I have know idea what is wrong with my tracker. I'm still being charged for it, and unable to use it.
I have not received new tracker and was suppose to be here 08/04
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