Troubleshooting Tips

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The device is not displayed

The device is not displayed

You have registered an object, but it does not appear on the map. Only the name of the object is displayed in the list of objects. There is no information about the date of the last message. When you click on an object, a warning is displayed that the object has not sent any messages.

When registering an object, a message is displayed about which IP and port the object should be configured. If you have configured an object to the specified IP and port, but the object is not displayed in the service, this indicates problems during registration and/or setting up the object.

The causes of the problem may be:

  • During registration, the IMEI was specified incorrectly. Check if the tracker has an SMS command that displays its IMEI.
  • Incorrect IP and/or port configured. Check your tracker settings. Perhaps the tracker has an SMS command that displays the current IP and port settings.
  • The balance on the SIM card of the tracker is negative.
  • For the tariff of the SIM card of the tracker, the transmission of mobile data must be allowed (on some SIM cards this feature may be disabled).

If the listed reasons are absent, then most likely the tracker is faulty or the tracker uses a protocol that is not supported in the service.

The device has stopped sending data

The device has stopped sending data

The device has stopped sending messages. The last message time icon is yellow or red. This indicates that no messages have been received from the device for more than one hour (yellow) or a day (red). The device is displayed on the map at the location of the last received coordinates.
The causes of the problem may be:

  • The balance on the SIM card of the tracker is negative.
  • The device is out of order. Try using an SMS command to make the device a hard reboot.

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