In certain cases, the device's location may be marked with a grey icon on the map and clicking on the icon may result in a popup informing you that the device is "offline" or "inactive". This may be caused by several reasons, and does not necessarily mean that there is something wrong with the product.
The purpose of this article is to describe the most common reasons for this.
The product is offline to conserve power
This is the most common reason a product is offline - and this really just means that the product is working as intended. The device has a smart power saving mode that causes it to disconnect from the mobile network when no movements have been detected for ten consecutive minutes.
Movements are detected through the internal vibration sensor, ensuring that the device only uploads data when the vehicle is actually moving. This reduces the device's power consumption immensely; without the power saving mode, the device would continuously upload the same location over and over again when the vehicle is parked which serves no purpose. You can easily verify that the power saving feature is what's causing the device to be offline by simply shaking the device lightly in your hand or by moving the vehicle. Provided that the power saving mode is the reason the device is offline, it will reconnect when it detects movement. If possible, always try moving the device before contacting us to investigate why a device is offline.
We strongly recommend you let the power saving mode be enabled, especially for vehicles with smaller batteries (such as e-bikes or motorcycles). However, if you for some reason need the device to upload data even when it is not moving, please contact us and we will advise you on how to proceed.
The device has no power
If the product's power cables have come loose, or if the external power supply is not providing power to the device, the device will cease to work after a few hours when the internal backup battery runs out of power. Please ensure that the cables are tightly secured to the external power supply.
Your data plan has expired
If you've cancelled your data plan, or if the automated payment system has not been able to charge your credit card, the device will be deactivated. Please activate a new data plan or change your payment information by first cancelling your existing data plan and then activating a new data plan.
If you're unable to solve the issue
If the above suggestions do not help you figure out why the device is offline, please contact us and we will investigate the issue. Please remember to provide either the device's IMEI number or your in-app username (usually your email address) so that we can troubleshoot your device.