Check the last report
Compare the last received timestamp with the vehicle’s expected activity. Some devices reduce reporting when parked or asleep. Confirm whether the displayed time is local time or UTC.
Check the scope
Find out whether one vehicle, one depot or many devices are affected. Review mobile coverage and known operational changes with your administrator. Confirm the vehicle and device identifiers before requesting work.
Collect evidence
Record the device model, identifier, last contact time, vehicle status and when the issue started. Ask an authorised installer to check power and installation if appropriate. Drivers should not troubleshoot equipment while driving.
Escalate clearly
Use your agreed support channel and include the evidence collected. Do not send passwords, access tokens or unnecessary driver personal data. Preserve existing configuration unless an authorised person instructs a change.
Your action checklist
- Last contact and timezone
- Vehicle and device identifiers
- Affected scope
- Recent changes
Product availability depends on your devices, integrations, permissions and enabled modules. Confirm your organisation’s configuration before implementation.