If your vehicle tracker isn't showing the right status or has stopped updating, this article will help you work out what's wrong. Follow the steps below to check your LED lights, confirm the installation, and find out whether the issue needs our support team to investigate.
Why this happens
Your tracker relies on a GNSS signal (its satellite connection) and a network connection to send location data to Commusoft. Most issues come down to one of three things: the device is positioned somewhere that blocks its signal, it's in sleep or boot mode, or it has a genuine hardware or network fault that needs investigating.
Note: We no longer support the old O2 SIM card. If a tracker using one of these stops working, you'll need to update to a Truphone SIM card or replace the device.
How to fix it
Step 1: Check your LED lights
Each tracker has two LED lights, Navigation and Status. Both should blink every second during normal operation.
Navigation LED
LED behavior | What it means |
Permanently switched on | GNSS signal is not being received |
Blinking every second | GNSS is working normally |
Off | GNSS is off because the device isn't working or is in sleep mode |
Status LED
LED behavior | What it means |
Blinking every second | Device is in normal mode |
Blinking every two seconds | Device is in sleep mode |
Blinking fast for a short time | Device is showing modem activity |
Off | Device is either off or in boot mode |
Step 2: Confirm your tracker is installed correctly
A tracker mounted in a remote spot, an unusual position, or installed incorrectly can affect how well it works.
During installation, note down the device's IMEI number. You'll need this to link the device to Commusoft, and support will ask for it if you contact them later.
2G hard wired (FMB920)
4G hard wired (FMC920)
2G self installed (FMB001)
4G self installed (FMC001)
Step 3: Work out if it's a display issue or a device issue
Before trying display fixes like clearing your cache or refreshing the app, check whether the tracker itself has stopped sending location data.
If the tracker shows red or no movement on multiple devices (different computers, cleared caches, different users), the tracker itself has stopped sending location data. This is a device issue, not a display issue. Continue to the next step.
If the tracker status differs between devices (for example, green on one computer and red on another), this is likely a display or sync issue. Clear your cache on your web browser, then check again.
Step 4: Reset a tracker with no lights
If your Wireless Self-Installed (plug in) tracker shows no lights at all, follow these steps to check the installation:
Remove the plug-in tracker from the vehicle.
Open the tracker case.
Remove the pins connecting the battery to the green board. Wait 20 seconds.
Plug the pins back into the green board.
Close the tracker case.
Plug the tracker back in and wait 5 minutes. Both LEDs should blink every second.
Try connecting the tracker to a different vehicle's OBD2 port.
If the tracker still shows no lights after these steps, go to "If the issue persists" below.
If you have a wired tracker, skip step 4 and proceed to th enext step.
If the issue persists
Contact our support team if your tracker still isn't working after trying the steps above. This covers a confirmed device issue from Step 3, a tracker with no lights after Step 4, or an old O2 SIM card that's stopped working.
Support will need the following to investigate:
Your Commusoft username
The tracker's IMEI number
A 10 second video showing the device and its lights
A brief summary of the steps you've already tried
Important: Support can diagnose most issues remotely, but may ask you to return the device for testing. Only send a device back if support asks you to, and use a tracked and insured method, since you're responsible for it until it arrives.