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Troubleshooting New Devices Not Showing on Tracking Platform
Troubleshooting New Devices Not Showing on Tracking Platform
Updated over 6 months ago

Description:

When configuring a device for the first time, you can encounter an issue in which the device has not appeared in your tracking system, even if you believe everything has been done correctly.

It may be so, however, in this article, we will address the most common causes of this and how to detect them.

Requirements:

  1. Access to this device either remotely or hands-on

  2. Access to this device's SIM card management. The capability of sending SMS is often required.

Actions:

In order for the units to appear for the first time after their configuration, they must meet certain requirements that I share with you below, units must meet the following requirements:

  • Be connected to a power supply of at least 12 V

  • Have GPS Fix (Antenna, satellite count)

  • Have GSM signal (SIM, signal level)

  • GPRS = 1 (SIM)

This can be troubleshot via SMS, using the following SMS commands (Descriptions for these SMS commands can be found in the links below):

SMSpassword gsminfo
SMSpassword coords
SMSpassword version

If you do not have an SMS password you can simply leave a blank space before the command.

If you have the device nearby, it is also possible to connect it to the Device Center's «Test device» tool to know the specific issue for this unit.

This tool of the Device Center allows us to see the main issues in the ​​ «Overall status» area, highlighted in the image above. As well as particular areas. For example, the device may be connected to a power supply, but it has no service. Such a tool allows you to detect any issues which may be separate.

If issues in the issue persist, or you are unable to identify the issue yourself, please contact us at [email protected] with the following information:

  1. The responses you have received to the previously mentioned SMS commands

  2. The configuration file installed on this device

  3. Screenshots for this «Test device tool»

Note: Make sure that the firmware version (FW) is up-to-date. You can find the latest FW version at the following link: https://doc.ruptela.com/articles/downloads-publication/downloads-home

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