This page is about units, the vehicles and assets on the map. To set up the tracking hardware inside one, see Devices.
You see one of these:
- On the map, the unit is Offline, its signal and battery icons are dimmed and its row says "Last seen" with a time.
- In the units list, the Last activity icon reads No signal.
- On the Messages screen, Execute returns a table that reads "No matching records found".
- In the Add Device wizard, the Ready step keeps saying "Waiting for device to send message to our server".
Offline only means the server has not heard from the unit for longer than the unit's offline time. Each unit can set its own time in Offline after on the unit form, from 1 minute to 7 days. Left empty, the unit uses the platform default, 15 minutes. The first message that arrives puts it back.
- The vehicle is parked and the device reports rarely
- The device has no mobile signal or its SIM is not working
- The device is not on this unit
- The device sends to the wrong server or with the wrong identifier
- A new device has the wrong model or protocol
- Messages shows No matching records found
¶ The vehicle is parked and the device reports rarely
Some devices send few messages, or none, while the ignition is off. How often depends on the device's own settings, which the installer sets. The unit then turns Offline in its parking place and comes back when the vehicle starts.
Check
- On the map, find the unit's row in the unit list.
Its second line says "Last seen" and the time.
- Select the unit.
The unit card shows the address of its last position.
- Check whether that place is where the vehicle normally parks.
- Open the unit's messages for the hour before it went silent. See Inspect a unit's raw messages.
If the last messages show the ignition going off at that place, the device probably went quiet on purpose.
Fix
- Wait for the vehicle to start. The unit leaves Offline with its first message.
- If you need positions while parked, ask the installer to change the device's reporting interval.
- If the gaps are normal for this unit, set a longer Offline after time on the unit. It then stays out of Offline while it is parked. See Unit form.
The device sends its messages over the mobile network. In a basement, a remote area or abroad without roaming, nothing gets through. A SIM that the operator suspended, or whose recharge is overdue, stops the device too.
Check
- Look at the unit's last position. A car park under a building or an area without coverage points to signal.
- A dealer can open the device's SIM in the SIM list and read its Status. An Active SIM whose recharge is overdue also counts under Overdue.
See SIM list.
The SIM list records what you entered. The line itself is with the mobile operator.
Fix
- If the vehicle is out of coverage, wait. Many devices store their messages and send them later, so the gap fills in.
- If the SIM is overdue or suspended, recharge or reactivate it with the operator.
- Record the recharge in the app. See Record a SIM recharge.
A unit gets its position and data only from the devices fitted to it, and only for the time they were fitted. A unit with no device, or whose device someone moved to another unit, reads nothing.
Check
- Open the unit's details.
- Look at the device cards. No card means no device.
Fix
- Add the device to the unit. See Add or remove a unit's devices.
- Wait for the next message.
Adding a device does not bring in messages from before it was on the unit. The app recalculates trips and reports for past days for the new set of devices.
The server matches each message to a device by its unique identifier, usually the IMEI. If the device sends to another server or port, or its identifier differs from Unique Identifier, the messages never reach the unit.
Check
- Open the device's General tab. Read Unique Identifier and the line with Protocol, Server IP and Port.
See Device general settings.
- Ask the installer to compare these with the settings in the device and the IMEI on its label.
Fix
- If the identifier is wrong in the app, a dealer corrects Unique Identifier.
- If the device points elsewhere, the installer sets the server IP and port shown in the app.
Each model has its own protocol, server IP and port. A device registered under the wrong model listens on the wrong port, so its first message never arrives. The Ready step of the wizard then keeps waiting.
Check
- In the device's General tab, compare Model with the label on the hardware.
- Check the device's Time Zone. A Wialon IPS device sends UTC; any other zone shifts every message time.
Fix
- A dealer edits the device and chooses the right Model.
The protocol, server IP and port line changes.
- The installer sets the new server IP and port in the device.
- Wait on Ready until it says "Device Connected Successfully".
See Add a device and Edit a device.
Here the unit may well be online; the query found nothing.
Check
- Make sure you selected Execute after you changed the filters.
- Check Account and Unit. Changing Account clears Unit.
- Check Time Range. The screen shows at most 31 days, and a longer range moves the start.
- Check the time zone of the range: it is your account's time zone.
Fix
- Choose the unit again.
- Choose a period in which the unit last reported, for example Today or Yesterday.
- Select Execute.
See Messages screen.
Contact support@getgps.eu with:
- The unit name and the device's IMEI.
- When the unit last reported, as the unit card or the units list shows it.
- Whether the device ever reported, or stopped after working.
- For a new device: the model you chose and the server IP and port set in the device.