When the unit is displaying an offline status bubble, it means the unit is not connected to our servers.
This can happen for several reasons:
Cellular
- The device has no cellular coverage. This can occur when the device is in an area where cellular infrastructure or cellular connectivity is not robust enough for the device to make a stable connection to the network. This includes:
- Driving in remote physical locations (mountains, farming areas, long stretches of highway between cities, smaller towns and villages, etc.),
- Driving in an area where the network technology in your device is not supported by the local infrastructure, such as a 3G device traveling in an area with only LTE coverage,
- Driving near airports where electrical interference and/or cellular blocking technology may be present,
- Parking or driving in an obscured area, such as a parking structure / garage or other indoor location, or sometimes when traveling in large cities with close-proximity tall buildings,
- Cellular outages beyond our control.
If your unit is offline due to cellular network issues, this will normally resolve on its own once the vehicle changes locations or when a technical issue with the network is resolved.
Power
- The unit is physically disconnected from power
- For plug-and-play units, the unit may be unplugged, purposefully or accidentally.
- For hardwired units, the power or ground wiring may be disconnected in some way.
- When the unit is offline due to a lack of power, other clues may be evident, such as:
- Low voltage indicator (if you have a Voltage threshold set up on your account)
- Sleep Mode indicator (some device types only)
- 0 (zero) V of power being reported
- "Backup Battery" message indicating the unit is or was running on its internal battery only
Device Issue
- Rarely: the unit's modem or something else about the unit may be malfunctioning.
- If you suspect your device is malfunctioning, please open a support ticket or connect with our Support Team by email or by phone.
It’s important to know an “Offline” status (which is a network communication state) is separate from a “No GPS” status (which is a GPS state). These two items can exist together, or uniquely on their own. In some cases, they may be related: for example, if your vehicle enters an underground parking lot, it may lose both Cellular and GPS connectivity at the same time based on the structure generating interference.
Example:
