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Why Is the Device Showing “Disconnected” While the Vehicle Shows “Available”?

Issue Summary

The Device Status and Vehicle Status represent different conditions and may therefore display different statuses at the same time.

The “Disconnected” device status indicates that the GPS device has not sent data to the system for more than 5 minutes. This is an expected system status and does not indicate an application error.

The vehicle may continue to show “Available” based on the vehicle's own status or availability configuration.

Example Questions

    • Why is the GPS device showing Disconnected?
    • Why does the vehicle show Available when the device is Disconnected?
    • What does Disconnected mean in the mobile application?
    • Why is the power status not displayed?
    • Why is the vehicle showing Inactive?
    • How long does a device need to stop sending data before it shows Disconnected?
    • Is “Disconnected” an application error?

Symptoms / How to Identify

The issue can be identified when:

  • Device status shows Disconnected.
  • Vehicle status continues to show Available.
  • Power information/status may not be displayed.
  • The vehicle may appear as Inactive in some cases.
  • The GPS device has not transmitted data to the system for more than 5 minutes.

Information Required Before Troubleshooting

Check the following:

  • Vehicle/Object name or ID.
  • Device IMEI.
  • Device status.
  • Vehicle status.
  • Last data received time.
  • Power status/information, if available.
  • Whether the device has transmitted data within the last 5 minutes.

Troubleshooting Steps

  1. Check the vehicle/device status in the application.
  2. If the device shows Disconnected, check the last data received time.
  3. Verify whether the device has sent data to the system within the last 5 minutes.
  4. If no data has been received for more than 5 minutes, the Disconnected status is expected.
  5. Check the vehicle status separately. A vehicle can continue to show Available even when the GPS device is Disconnected.
  6. If the vehicle is showing Inactive, check the latest device data and the conditions responsible for the object's status.
  7. If power information is not displayed, verify whether the latest device packet contains the required power/battery information.
  8. If the device resumes sending data, check whether the device status updates accordingly.

Possible Cause

The Disconnected status occurs when the GPS device has not sent data to the system for more than 5 minutes.

The difference between Device Status and Vehicle Status occurs because these statuses are based on different conditions. Therefore, Disconnected and Available can be displayed simultaneously and do not necessarily indicate an error.

The Inactive status may be displayed when the conditions required for the device/object to be considered active are not met.

Resolution / Action

No application-side correction is required when the device has not sent data for more than 5 minutes.

Check the device's communication and latest data if the device remains disconnected:

Device → Last Data Received → Communication Status → Vehicle Status

If the device starts communicating and sending data again, the status should update according to the latest received data.

Note: “Disconnected” is not an application error. It indicates that the GPS device has not sent data to the system for more than 5 minutes. The vehicle can still display “Available” because vehicle availability and device connectivity are separate status conditions.