Why Is the Device Showing Inactive Even Though It Is Communicating with the Server?

Issue Summary

A device may continue communicating with the Trakzee server and transmitting data while its status is displayed as Inactive.

This can happen when the device is communicating but does not have a valid GPS fix. For example, when a device is being tested indoors with 0 satellites, the GPS data may be received with a “V” (Data Invalid) flag. In such cases, Trakzee does not consider the GPS position valid for normal object status determination.

Example Questions

• • Why is my device showing Inactive even though it is sending data?
  • The device is communicating with the server, so why is it showing Inactive?
  • Why does my device remain Inactive during indoor testing?
  • Does invalid GPS data affect the object status?
  • How can I check whether the device is actually communicating with the server?

Symptoms / How to Identify

• The device is transmitting data to the Trakzee server.
• The object status is displayed as Inactive.
• The device may have 0 or insufficient GPS satellites.
• The latest GPS data may contain a “V” (Data Invalid) flag.
• Latitude and longitude may be received as 0,0.
• The latest data may or may not have been received within the last 60 minutes.

Information Required Before Troubleshooting

Before troubleshooting, check the device's latest data from the System Log.

Path:

Reports → Logs → System Log

Check the following information:

• Device IMEI/Object name
• Latest data packet received
• Date and time of the latest data
• GPS satellite count
• GPS validity flag (A/V)
• Latitude and longitude
• Other available telemetry/I/O data
• Whether the latest data was received within the last 60 minutes

Troubleshooting Steps

• Go to Reports → Logs → System Log.
• Search for the affected device using its IMEI or object details.
• Check the latest data packet received from the device.
• Verify the timestamp of the latest data.
• Confirm whether the last data was received within the last 60 minutes.
• Check the GPS validity flag:
  • A = Valid GPS data
  • V = Invalid GPS data
• Check the number of GPS satellites received.
• If the latest data was received within 60 minutes but contains a V flag, the device is communicating with the server but does not have a valid GPS fix.
• If the latest data has not been received for more than 60 minutes, investigate the device's communication/connectivity separately.
• If the device is being tested indoors, move it to an open outdoor location and allow it to acquire sufficient GPS satellites.
• Once valid GPS data is received with an A flag, check the object status again.

Possible Cause

The device's server communication and GPS validity are different aspects of device operation.

A device can successfully send data packets to the server while its GPS position is invalid. When the latest GPS data contains a V flag, Trakzee does not use that position as a valid current location for normal tracking status determination.

Another possible cause is that the device has not sent data within the last 60 minutes, which should be investigated as a communication issue.

Resolution / Action

If the device is communicating and the latest data was received within the last 60 minutes, but the GPS flag is V, the recommended action is to obtain a valid GPS fix.

• Move the device to an open outdoor location with clear GPS visibility.
• Allow the device to acquire sufficient satellites.
• Verify the latest data in Reports → Logs → System Log.
• Confirm that the GPS flag changes from V (Invalid) to A (Valid).
• Verify that valid latitude and longitude are being received.
• Check the object status on the Live Tracking screen.

If the last data was received more than 60 minutes ago, troubleshoot the device's communication/connectivity rather than treating it solely as a GPS issue.