OBD Plug-in Troubleshooting
Table of Contents
Below are frequently asked questions about troubleshooting your Plug-in.
Select the arrow to reveal the answers to your questions.
FAQ
Why is my device offline?
Your device is programmed to check in to the portal every minute when ignition is on and every hour when ignition is off. If the device misses two ignition off events, it will show as “offline.”
Your device can go offline for a number of reasons, such as:
- The vehicle is parked in an underground parking garage or in a metal building.
- The vehicle is parked in an area with limited or no cellular network coverage.
- The device is uninstalled.
- The vehicle battery is lower than the minimum 11 volts needed for the device to operate.
- The device SIM may have been deactivated (requires Support assistance).
You can contact support via email or phone. We're here to help!
- 877-732-4970
- support@motosafety.com
What do these LED lights mean?
Start your vehicle, and check the lights on the GPS. There may be three lights on the bottom of the device (orange, blue, green) OR two lights on the side of the device (red, green).
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If your device has three lights on the bottom:
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If your device has two lights on the side:
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NOTE: Your vehicle must be outside and not in a covered area so that it will receive GPS signal. When working properly, the orange or red and green lights will be on. You should see your car’s location on the map (may take up to two hours).
Why is my tracking delayed in a big city?
The device is programmed to store data when it cannot connect to a cellular network or when that network connection is not strong enough to send data.
NOTE: The most common reason for a device to store data while in an area that should have a strong cell network is network prioritization, where devices including tracking devices are given lower priority on the cell network so phones and tablets have fewer network issues.
Storing and forwarding data is a critical feature allowing the device to store the trip data and forwards this data to our servers when the network connection is strong again.
Why is my device causing vehicle issues when installed?
This issue, while uncommon, can be resolved by Support. In the meantime, please remove the device from your vehicle.
Please contact us. We're here to help!
- 877-732-4970
- support@motosafety.com
Troubleshooting Steps
- Confirm the device is outside and not in a garage or under metal.
- Send the device a reset message.
- From the Map Page, select your tracker and select the ‘Troubleshoot This Device’ button.
- Once ‘Troubleshoot This Device ’ has been selected, you will see a pop up window with an option to ‘Reset Tracker’ and ‘Create Ticket.’
- ‘Reset Tracker’ sends a reset message to the device, prompting it to check in and come back online.
- ‘Create Ticket’ offers a text box for you to describe the issue and submit the ticket to our support team.
If the device remains offline after sending a reset message, proceed with the following physical troubleshooting steps:
- Confirm which lights are blinking when the device is installed.
NOTE: If the device has no lights when installed, it is not receiving power.
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- If the device DOES have lights when installed, power cycle the device by removing it from power until the lights go out before reinstalling it.
- Please note this can take about 2 hours due to the device's internal battery.
- If the device does NOT have lights when installed, install the device in a second vehicle.
- If the device comes online in the second vehicle, the original vehicle may have a blown fuse in the OBD port.
NOTE: When inserting and removing the device from your vehicle, make sure you grasp the device as close to the port as possible.
If your device remains offline after these steps, please contact Support.
We're here to help!
877-732-4970
