The first inclination when having a problem with GPS devices not reporting is to assume that the equipment is faulty. Please understand that it is EXTREMELY RARE that one of our GPS devices is faulty. We thoroughly test each and every unit prior to shipment to mitigate this problem. Most issues are a result of issues that we are covering in this guide.
How Live GPS Tracking Works
Understanding how live GPS tracking works and understanding the limitations is a must.There are many moving parts involved in live GPS tracking. A problem with any one of them may result in poor performance.
If your device is not sending updated reports to the MATrack servers for display for you, the cause is one of three reasons.
- There is no power to the device
- GPS lock hasn't been achieved
- GSM (cellular) coverage is inadequate
GL200 and GL300 portable devices are powered by a rechargeable lithium-ion battery. If the battery has been completely discharged, it will not report. If you did charge the device, ensure that you turned it on after charging. On a side note, these devices are just like cell phones - you can charge them while they're on or off. If you use your device daily, there is no need to ever turn it off.
For XT2000 OBD devices, the most common reason it's not getting power is that the fuse for the OBD port is blown and needs replacing.
Solution: Turn the device on (hold in the power key for about 3 seconds). Charge the device. If OBD, check and replace the fuse for your OBD port.
This refers to the communication between the GPS satellites that orbit Earth and the tracking device. When a device is powered on, it can take as long as 1-2 minutes to establish GPS lock. If you see the GSM LED flashing intermittently, the device is attempting to establish GPS lock. Sometimes the device cannot establish GPS lock without a clear line-of-sight (LOS) to the sky.
Solution: Take the device outside. Once it establishes GPS lock, the GPS LED will not be illuminated.
GSM (Cellular) Coverage
We check coverage in the local area of each and every client that purchases one of our devices before we even process the order. This is to ensure that we don't waste time and resources by sending out devices that will not work for the client.
If we shipped you a device, there is adequate GSM coverage in your area. However, if you're using the device in a different location than we shipped it, this may be an issue. Just like a cell phone, the device can lose coverage. Even if the device goes into an area without adequate coverage, you will not lose data. The devices are equipped with onboard memory. The device will save the GPS data in memory, and when it reestablishes GSM connectivity, it will dump all of this data to the MATrack servers.
The GSM LED (green light in the middle) flashing at a slow rate (about once every three seconds) indicates that you have adequate coverage and are on the cellular network. If it's flashing fast (about once per second or faster), it is not connected to the cellular network.
For XT2000-VZ (OBD Device)
The GSM LED (blue light) flashing at a slow rate (about once every two to three seconds) indicates that you have adequate coverage and are on the cellular network. If it's flashing fast (about once per second or faster), it is not connected to the cellular network.
For XT2150/XT2150-VZ (Hard-Wired Devices)
The GSM LED (blue light) flashing at a slow rate (about once every three seconds) indicates that you have adequate coverage and are on the cellular network. If it's flashing fast (about once per second or faster), it is not connected to the cellular network.
Solution: If possible, get the device to a location that has adequate coverage, or wait for it to get to a location with coverage.
GPS Signal Blockage (Portable Devices Only)
It is possible that you have the device physically placed in a location that blocks GPS signals. This will prevent the device from reporting. Common placement problems are keeping the device in the trunk, inside the vehicle under the seat or in the glove compartment. In general, these devices need a clear line of sight to either the sky or the ground (signals will reflect from the ground up to the device).
GPS signals can also be blocked by physical structures, such as parking decks, garages, tunnels, underground parking lots, etc. Metal and concrete are the usual culprits of GPS signals being blocked by physical structures.
Solution: Ensure that you are placing the device in a location that is not blocking GPS signals. If blocked due to a structure, remove the device from the location that is causing the GPS signal blockage.
MATrack Display Shows Your Device in Africa (OBD and Hard Wired Devices Only)
This happens when the device is initially installed and powered on and has yet to establish GPS lock. If your device is showing up in Africa frequently, this indicates that the device is being frequently powered down and back on (e.g. someone is unplugging the device from the OBD port, then plugging it back in, or disconnecting and reconnecting if hard-wired).
Solution: If powering up for the first time, just be patient. I will report the actual position when GPS lock is established. If this is happening frequently, investigate why the device is being frequently powered off and back on.
Blue Screen (Portable Devices Only)
This typically happens when the device is initially powered on for the first time and indicates it has not achieved GPS lock.
Solution: Refer to the "GPS Lock" section above.
Not Receiving Text (SMS) or Email Alerts
You have to configure a couple different things to make your SMS and/or Email alerts work. First, you need to turn on the alerts that you want to receive. Second, you have to assign SMS phone numbers and/or Email addresses where you want the alerts to be sent.
Solution: Follow the instructions in the ONLINE USER'S MANUAL. You'll find this manual by clicking the Online Manual button (lower right) when logged into your MATrack account.
False Geofence Alerts
This occurs when geofence boundaries are set too small and GPS Drift is making the device jump inside and/or outside your defined geofence boundary.
Solution: Delete your small geofence boundary and create one in the same location, but make it larger. It's better to, for example, put a geofence around your entire neighborhood, rather than just your house.
This occurs if you have your SMS phone number or email address for alerts entered into MATrack multiple times, or, if multiple geofence alerts, overlapping or duplicate geofence areas created.
Solution: Delete duplicate SMS phone numbers/email addresses. Do this by clicking 'Remove Email/SMS for Alerts" under the "Change Settings" menu.
Displayed Time and Actual Time Not Correct
Inside your MATrack account, you must set your time zone in order for your date/time stamps to display correctly. This is true for when we switch from standard time to daylight savings time (and vice versa), or when the vehicle is traveling through multiple time zones.
Solution: Set your correct time zone. Click Change Time Zone under the Change Settings menu.
Submitting a Technical Support Request
If you've exhausted all the troubleshooting steps above and your device is still not reporting, follow these steps to open a Technical Support Request:
Method 1: While logged in to your MATrack account, click the Support button (bottom of the screen near the middle).
Method 3: Call MATrack Technical Support at 872-256-2669.
However you submit a support request, BE SURE TO INCLUDE YOUR USERNAME AND A DESCRIPTION OF THE PROBLEM. Support tickets are answered quickly and in the order received, so please be patient - it will be answered, even at night and on weekends.