We’re sorry to hear your GPS unit is having technical issues. To assist our Support team in resolving the issue and getting your device reporting again, please follow the steps below.
Drive the vehicle.
Please confirm that the vehicle has recently or is currently being operated. If not, please take a moment to drive the vehicle within an area that is known to have good cellular reception.
Perform a visual inspection.
Please have the person driving the vehicle identify the following:
- That the antenna is properly located on the windshield (if applicable).
- That there are no objects resting on the top of vehicle’s dash.
- There are no blown fuses in the vehicle’s electrical box.
Run the Activity Detail Report.
After you have confirmed that the vehicle is or has been in operation, log into the GPS Insight portal, and run an Activity Detail Report for the vehicle in question.
Analyze the report.
A. No data available
Possible problem: Power or Antenna Issue
B. Only heartbeats with correct location data
Possible problem: Ignition detection issue
C. Ignition On/Off activity, but GPS location remains the same.
Possible problem: Antenna/Unit placement issue
Prepare to contact Support.
Please have the vehicle label or the device’s 10 digit serial number readily available.
Vehicle Label: _______________________________ (as it appears in GPS Insight)
GPS Device #: _______________________________
Who will troubleshoot?
A. Your Mechanic/Technician
If you plan to disassemble the dash and work with the GPS Insight Support representative to fully resolve the issue, please bring spare hardware and voltmeter with you.
B. Certified Preferred Installer
If you plan to have a Wex Telematics preferred installer perform the troubleshooting, please have the physical address of the location where the troubleshooting will take place:
Onsite Contact Name: ___________________________
Phone Number: _____________________________
Using the information you provide us, we will do our best to resolve the issue.