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Why is the vehicle showing as offline?

Issue Title

Vehicle Offline

Issue Summary 

A vehicle shows as Offline when the platform has not received data from the tracking device within the expected time interval. This may indicate a communication, network, power, or device-related issue. 

Symptoms / How to Identify 

  • Vehicle status is displayed as Offline(Inactive).
  • The vehicle's location is not updating.
  • The last received data/time is older than expected.
  • Ignition, speed, or other vehicle parameters are not updating.
  • No recent data packet is visible in the Status/Raw Data section.

Information Required Before Troubleshooting

Collect the following information:

  • Vehicle/Object name or ID
  • Device IMEI/Serial Number
  • Last data received date and time
  • Current vehicle status
  • Screenshot of the Offline status, if available
  • Whether the issue is affecting one vehicle or multiple vehicles
  • Any recent changes to the device, SIM, vehicle, or configuration

Troubleshooting Steps

  • Check the vehicle's last data received time.
  • Verify whether any new data has been received after the reported issue.
  • Open the (System Log report )Status/Raw Data section and check the latest data packet received from the device.
  • Check whether the device has reported any error or communication code.
  • Verify whether the issue is affecting only one vehicle or multiple vehicles.
  • If available, check the device's GPS, GSM/network, and power status.
  • Verify that the device is properly connected to the vehicle's power supply.
  • Check the SIM/network connectivity of the device.
  • If the device is powered and connected but no data is being received, escalate the issue for further device or server-side investigation.

Possible Causes

  • Device is powered off or disconnected.
  • Vehicle battery or device power supply issue.
  • SIM card or network connectivity problem.
  • Poor GSM/network coverage.
  • Device malfunction or hardware failure.
  • Incorrect device configuration.
  • Device has stopped transmitting data.
  • Communication/server-side issue.
  • Device firmware or protocol-related issue.

Resolution / Action 

Verify the device's power supply, SIM/network connectivity, configuration, and latest communication status. If the device is still not transmitting data after these checks, escalate the issue to the technical/hardware team with the vehicle ID, IMEI, last data received time, and relevant status/raw-data details for further investigation.