‘The device is offline’ can mean three different problems, and each needs different checks. A device that has never been online is almost always pointed at the wrong place. A device that has gone silent has usually lost power or coverage. And a device whose connection keeps dropping works properly but sits on a weak connection.
The device has never appeared
The device has been added in Tracking but still has no green dot, and its last packet shows “no data”. This means the server has not received a single packet from it that it could understand. Check in order:
- The address and port. The server address is panopticum-smart-vision.ru, and the port depends on the protocol: Carvis 6000, Navtelecom 6200, Wialon IPS 6300. A device pointed at the port of another protocol knocks thousands of times a day and passes not a single point.
- The protocol in the device’s settings matches the port. Many devices have several server slots, and the protocol is chosen for each slot separately.
- The SIM card: there is money on the account, mobile data is on, and the operator’s access point is set in the device if it needs one.
- The number in the web app. Check the identifier: for Carvis it is the 12-digit terminal number, for Navtelecom and Wialon IPS the 15-digit IMEI. A mistake in one digit means that the device knocks under its real number while the one added with a typo stays silent. The device’s number is on its case or in its configuration program.
In the bot’s /status summary, such a device is listed as never connected. How to set up a device is described in How to connect a device.
The device has gone silent
In the Assets list, such a vehicle gets the silent N h badge after an hour of silence, Tracking shows how long it has been since the last packet, and in the /status summary the device moves to the silent ones after 6 hours. A device counts as online if it has sent anything in the last 3 minutes.
- Power. The vehicle has been laid up with the battery disconnected, the battery has run flat, or the device’s power wire has broken.
- Coverage. The vehicle is in a garage, in an underground car park or somewhere without mobile coverage. The points pile up in the device’s memory meanwhile and arrive later.
- The SIM card is blocked or has run out of money.
- Power-saving mode. When parked with the ignition off, some devices come online once every few minutes or even less often. Between such sessions the device looks silent; the reporting period when parked is set in the device itself.
The connectivity panel shows exactly when the device went silent: Connectivity history.
- Period: day, week, month
- A band per device: green online, light offline
- Legend
The connection keeps dropping
The device looks alive and its online percentage is high, but the connection drops and comes back dozens of times an hour. In the /status summary this is the line about a connection that keeps dropping, with the number of drops; in the asset card, it is the drop counter in the Connectivity tile. DVR video will not start on such a device: the command to the camera goes out only while the connection is alive.
The cause is almost always the connection itself: a weak signal where the vehicle is parked or along the route, a covered or damaged device antenna, or restrictions of the SIM card’s plan. Try another SIM card or another operator.
The device is online, but the map is wrong
| What you see | Why |
|---|---|
| The vehicle is driving, but on the map it stands still | There is no satellite fix: the device is indoors or its antenna is covered. Such points are not recorded, and the marker stays at the last good point. Meanwhile the device’s telemetry shows “NO FIX” and few satellites |
| There is a hole in the track | There was no connection. When it comes back, the device sends what it has stored, and the hole fills in by itself; while the upload goes on, the vehicle has the “catching up” badge, and Tracking shows the uploading history line |
| The vehicle has been standing on the map for a second day | If it has the “catching up” badge, the device is uploading old history, and the map shows a past position for now. This is not a failure: wait for the upload to finish |
| Part of the old history never arrived | Points older than 90 days from the device’s memory are not kept: history is not stored for that long |
| The track has outliers far off to the side | Coordinate jumps with poor satellite reception. They do not go into the mileage of reports: stretches faster than 200 km/h are not counted |
If this did not help
The server can see whether a device is knocking, on which port and in which protocol it speaks, even if it is not in the web app. Write to us via the Contacts page or on Telegram and tell us:
- the device model and the protocol it is set to;
- the IMEI or terminal number;
- when the device was last online and what has changed since then.
See also
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