If you are experiencing issues with your tracker not updating or reporting its location, there are several possible reasons why this might be happening. Below are some troubleshooting steps that you can take to identify and fix the problem.
Why is my Tracker not reporting?
Have you allowed it some time?
Allow some time for the tracker to update: Sometimes, trackers can take some time to update their location, especially if the local cell network is congested. It's best to be patient and wait about 30 minutes to see if the tracker begins tracking again.
Is the device powered ON?
Make sure the device is turned on: One common reason why a tracker may not be reporting is that it's not powered on. Each tracker has to be turned on manually and cannot be turned on remotely. If a device is off, it will usually show as disconnected and will not have reported its position for an extended period of time.
Is the device in good cell coverage?
Check if the device is in cell coverage: All trackers require cell coverage to update their location. If your phone has service in a certain area, it doesn't necessarily mean your tracker will too. Make sure to determine if your device works on 4G cellular bands. You can find this information in the description of the item.
Are there any obstructions around where the device is placed?
Check for obstructions: Trackers need to be in as open an area as possible to communicate with satellites. If the tracker is placed inside a building, it's possible it won't get an adequate signal. If the tracker is completely surrounded by metal, like in a trailer or a trunk, it may not be able to connect.
Do you have an active subscription?
Ensure that you have an active subscription: You need an active subscription to access any tracking information. If your subscription is canceled or on hold, it will appear as if your tracker is not reporting. You can check the status of your subscription in the info tab of the app or on the left-hand side of the web app when viewing the map. If your payment has failed, you should also check your subscription status.
Is the SIM card still present and correctly in place?
Check the SIM card: This is one of the last things you should do to troubleshoot. All of our devices are sent out with a SIM card inside the tracker correctly installed. If you've followed all troubleshooting steps and your tracker is still not reporting, it's possible that your SIM card is loose or missing. In this case, contact support to understand the best troubleshooting options for your specific device.
You can also find helpful video tutorials and FAQs on our website to further enhance your experience. Thank you for choosing Logistimatics, and we wish you a seamless tracking experience!