TABLE OF CONTENTS

• Important Information
• Common Issues
• Troubleshooting Guides
  • The GPS does not respond to commands
    • Identifying the issue
    • Troubleshooting
  • GPS appears offline
    • Identifying the issue
    • Troubleshooting

Important Information

• Device is not waterproof.

• The device is hardwired to the car battery, and will track when the vehicle is on.

• This 4G GPS Tracker has better tracking accuracy than 3G Models and a stable network

(Comparatively, 3G will be discontinued in 2024).

• Requires a SIM with Mobile Phone plan that includes Data and SMS (Text) for use.

(Recommended: 2-3GB for the first month of tracking to determine individual customer data usage - the more the tracker moves the more data it will use.)

Common Issues

• Tracker won't respond to SMS commands

• Tracker Offline in App

Troubleshooting Guides

Tracker Won't Respond to SMS Commands

Identifying the issue

• This issue may occur when the GPS device runs out of charge, the inserted SIM is removed, the device is turned off or the SIM is out of data. 

Before getting started:

Confirm with the customer that the inserted SIM has been activated as a Mobile Phone Plan which includes Data & SMS functionality and ensure they know the mobile number.

This is essential to sending and receiving commands and replies. This SIM will have an associated mobile number and the Data & SMS functionality can be confirmed by contacting the service provider.

Troubleshooting

1. Confirm that the customer has charged the device and inserted their SIM Card correctly

   1. Each GPS device has a slightly different insertion method. 

   2. This device requires inserting a nano-sized SIM into the SIM holder, with the angled corner being on the right and, the gold-plated side of the SIM facing upwards. The SIM will *click* into place.

   3. See reference images below, then turn device to ON before connecting to power.

2. Position the 4G GPS facing upwards to promote a strong signal strength.

3. How to configure the hardwired GPS after powering:

1. From the customer's mobile phone, send a text message with the following text to the GPS trackers mobile number: APN,apnservername# 
   E.g. for Telstra: APN,telstra.internet# 

2. The device will reply back with a confirmation and reboot
   
    

3. The device has been configured and can now be added or re-added to the users Tracksolid Pro account

4. If the Hardwired GPS has been set up correctly, all three lights on the top of the device will intermittently blink. If one light is missing when connected to power: 

   1. Disconnect the device from power, waiting for the RED (Power) LED to turn off

   2. Turn the device off and remove the SIM

   3. Reinsert the SIM, turn the device on and reconnect to the power

   4. The device has been correctly configured when all three lights blink within a 1-2 minutes of being connected to power.

5. If the tracker does not update to tracking online correctly following confirmation of these steps, the device is faulty and should be returned for replacement, exchange or refund.

6. For returns process on the device click here

Tracker Offline in App

Identifying the issue

• This issue may occur when the device is out of charge, the SIM has run out of data or the SIM has been removed from the device. Refer to Issue One for general setup.

Troubleshooting

1. Confirm with the customer that the device is receiving sufficient power, this can be viewed in the real-time tracking of the device on Tracksolid Pro indicated by the ACC Status when the vehicle is ON.

2. Confirm with the customer that the SIM card is correctly inserted.

3. Confirm with the customer that the inserted SIM has been activated as a Mobile Phone Plan which includes Data & SMS functionality, and ensure there is enough data remaining on the SIM card for the current payment period.

   1. This information can be found by contacting the chosen service provider.

4. Confirm that the customer has traveled with the device. The GPS Trackers will update its location and display on the real-time map after tracking movement for 1-5 minutes.

5. If the Hardwired GPS has been set up correctly, all three lights on the top of the device will intermittently blink. If one light is missing when connected to power: 

   1. Disconnect the device from power, waiting for the RED (Power) LED to turn off

   2. Turn the device off and remove the SIM

   3. Reinsert the SIM, turn the device on and reconnect to the power

   4. The device has been correctly configured when all three lights blink within a 1-2 minutes of being connected to power.

6. If the tracker does not update to tracking online correctly following confirmation of these steps, the device is faulty and should be returned for replacement, exchange or refund.

7. For returns process on the device click here
   
   
   Quick Setup Guide 
   
   
   
   Frequently asked questions