In situations where a client encounters a "Communication timeout" error when the tracker is physically connected to a laptop/PC,
there are several recommendations that can help connect to the tracker and successfully configure it or check the necessary parameters.
- First of all, it is important to be sure that all the necessary drivers are already installed on the used laptop/PC
https://doc.ruptela.com/articles/#!downloads-publication/tracking-device-drivers/ (since this is a primary requirement for the correct operation of the configurator with a tracker connected to it).
https://doc.ruptela.com/articles/#!downloads-publication/device-center
- it is important to make sure that you use a proven quality USB cable to connect the tracker to a laptop / PC, because quite often there were cases when customers used USB cables that had the necessary "mini-Usb" connectors, but later it turned out that the cables were intended only for charging devices with the same connections, but were not designed to transfer data.
- if, after previous checks, the tracker is still not defined in the configurator and gives the "Communication timeout" error (or if other trackers work using the same cable and laptop/PC, but the "problem tracker" does not exist --> complete de-energization of the tracker can help ( until all LED indicators stop blinking) This may be due to the fact that the previous connection of the tracker to the laptop / PC could not be completed correctly (or if the firmware / configuration download process was started and the tracker was disconnected before these processes were completed) - this may cause the tracker to work only on this process and ignore other commands and processes.
Physically powering down the tracker would allow the tracker to try to stop all critical processes and use the latest stable firmware.
If after all the actions the tracker is still not detected by the configurator, the option remains to check and diagnose the tracker using diagnostic SMS commands ("gsminfo" , "getAPN", "coords", etc.) and
If none of the above helps, you should send a request to [email protected] for additional verification (trying to write logs) and there is a chance that the tracker will be sent for diagnostics via RMA.