Technical support

Office times for phone support: Monday to Thursday: 9:00 - 12:00 and 13:00 to 15:00, Friday: 9:00 - 12:00, excluded are austrian public holidays or annual office closure.

Although we try to process incoming requests and tickets as fast as possible, we cannot guarantee to have enough employees available at peak times where a lot of customers require (phone) support. 

We are billing extra effort by costs, if desired by the customer.

Handling malfunctions

In some cases it is possible that after installation devices are not sending any data or sending data in a undesired way. There can be different reasons for this:

Possible reasons for permanently mounted devices:

• Loose cable/wires or damaged cable/wires
• Incorrect connection of power supply (steady plus)
• Incorrect or no connection of ignition
• Defective device, antenna or cable

Following solutions may help:

• Useful: Take a photo of the connections, LEDs and antennas
• Check if steady plus is connected to the hardware, ignition needs to be turned off during check
• Check if ignition is connected correctly and if there is an ignition signal. Operating current should be there if ignition is turned off, 0 volt if ignition is turned off.
• Check if GPS antenna is facing the upwards with the right side. Check antenna for possible damages and if it is correctly connected to the hardware. If the antenna is damaged, request a new one.
• Check if GSM antenna for possible damages and if it is correctly connect to the hardware. If the antenna is damaged, request a new one.
• If the problem is still not solved, please contact our support.

Possible reasons for mobile devices:

• Battery empty
• Device is turned off
• Device is not in the open and/or has no GPS signal

Please go through above steps, if you are having problems with your devices, before you contact our support.

Following important steps should be done before checking:

• Carefully read installation manual
• Installation documented with photos (very important for our support if we have questions or need evidence)

GPS Installation App

How do I create a workshop code in GPS Fleet Software?

For login credentials to the software contact the customer or our support.

Workshop codes can be created by a user that has access to GPS Fleet Software.

1. Go to Vehicles/Trucks → Vehicles/Trucks Tree
2. Click "create workshop code for account", this codes allows to access all vehicles in GPS Installation App
3. Type in name of the workshop and amount of days the code is valid.
4. Save and pass code to the workshop.

Workshop code from software partner

Software partners are also able to create a workshop code for all devices of an account or partner.

Why can't I find a specific device in the app?

The device must be in the correct customer account. Check login credentials or contact our support.

A device does not send data (marked orange in the app), what should I do?

If device has been mounted correctly it should send data within 2-3 minutes (if under open sky!). Contact our support if the device is not sending after more than 3 minutes.

Devices with SIM cards (usually already inserted)

Usually a SIM card is already in the SIM slot of the device but there can be very few exceptions. Installation of a new SIM card can only be done with a card without a PIN and from the correct provider.

The SIM card should be inserted before the device is mounted. Make following sure before mounting the device:

• SIM card has been inserted
• PIN code of the SIM card has been deactivated
• SIM card may have been tested with a phone before (GPRS connection)

Mounting position of the device

Permanently mounted tracking devices:

• Tracking device should be mounted in an accessable area like under the dashboard (not in the engine compartment!).
• Prevent signal failures caused by the radio.
• Make sure that no electronic control units or CANBUS wires are nearby the mounting position.
• Make sure to mount in a position with low vibrations and fix device well (bolting, suitable tape, cable fixer, mounting bracket)

Mobile tracking devices

It is important that GPS signal is not blocked too much by other objects or signals. 

Connect cable / antenna

Following things should be considered when connecting a cable/wire:

• The device should not be connected to power while connecting a cable/wire.
• Cables and device should be fixed properly, there should be no moving parts.
• If cables are exposed to weather or other environmental effects (heat, humidity, dirt), use additional isolation (e.g. cable conduit).
• Unused cable should be isolated, otherwise wrong signals could be sent if the cable touches other cables or vehicle parts.

Power supply to steady plus / ground

Following things should be considered when connecting a power supply:

• To ensure that the tracking device is working properly, a permanent, stable power supply is necessary.
• Check after installation if current is stable.
• Do not connect to steady plus from the radio. 
• Connect ground properly.
• Use suitable jumpers.

Connection of ignition plus

Following things should be considered when connecting ignition:

• Make sure that device is actually connected to ignition signal (no voltage drop during engine start).
• Make sure that the device is also supplied with power when ignition is off. 
• Check if there is no ignition signal when ignition is off.
• Use suitable jumpers.
  
  

Connect GPS antenna

Antennas can be mounted on or right under the dashboard. The green areas in the picture are recommended positions. Mount as close as possible to the wind shield.

• GPS antenna needs to face upwards (Sticky side down). 
• Do not mount ON the wind shield.
• Do not mount beneath metal or cables.
• Do not fold the cable of the GPS antenna.
• Try to mount as far as possible from electrical interfering fields (radio, sound system). Some antennas may be mounted outside of the vehicle.

Connect GSM antenna

The following applies to external antennas (and tracking devices that have an internal antenna): Most of the times GSM antennas can be mounted hidden. Try to mount not nearby electrical interference fields (radio, sound system). The GSM antenna should not be mounted beneath metal.

General remarks on power consumption

External factors can prevent the device from going into sleep mode or delay it (search for GPS, charging). Some factors can influence power consumption (data sending state, position of antenna). To prevent the vehicle battery from discharging when the vehicle is inactive for a longer period (small battery, seasonal use, longer standing time), it is possible to install a hidden switch to cut off the tracking device from power supply.

Connection of digital inputs / outputs

Most external signals (ignition, alarm switch, door sensors, etc.) have two states: current or no current. These signals can be connected to the digital inputs on the tracking device. 

Outputs connect to ground. Outputs can be activated with special SMS commands (can be provided on request).

Using outputs can lead to dangerous situations and should be done carefully. Use at your own risk, the provider does not take responsibility for problems, damages or other consequences caused by its usage. 

Support for "complex connections" and installation of tacho, spreader and CANBUS 

For certified workshop partners support is free of charge. Contact us if you want to become a certified partner.