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My vehicle location is not updating and/or my tracker is offline

Step-by-step guide to diagnose and fix communication problems with your GPS tracker.

Automatic health checks

Track My Ride automatically checks your tracker every 30 minutes to make sure it's working properly. If we find a problem, you'll see a red notice next to your vehicle on the Vehicles page and map.

How to check your tracker's status

Step 1: Log in to your account at https://app.trackmyride.com.au or open the mobile app

Step 2: Go to the Vehicles page

Step 3: Look at the status next to each vehicle:

  • Green "Self check passed" ✓ = Everything working correctly
  • Orange "Notice" ⚠️ = Issue detected but fixed in the past 24 hours
  • Red "Issue detected" ✗ = Problem that needs your attention

Step 4: Click the green + symbol (or anywhere on the row) to see more details about any issues

Common status messages

External power is disconnected

  • Tracker needs constant 12V or 24V power
  • Check connections and vehicle battery

Power supply voltage is critically low

  • Voltage below 10V – tracker running on backup battery
  • Check power connections

No network communications

  • Tracker hasn't connected in 30+ days
  • Could be no mobile coverage or power issue
  • Note: This is normal if using Ultra Deep Sleep mode and vehicle hasn't been used in 30 days

Understanding mobile network coverage

Your tracker needs mobile phone coverage to send location updates. It automatically connects to Telstra, Optus, and Vodafone 4G networks.

In a mobile blackspot:

  • Tracker can't communicate with our servers
  • BUT it still records GPS data internally (up to 400,000 points!)
  • Data uploads automatically once back in coverage

Tip: Buildings and terrain affect signal. Your tracker might work fine while driving but lose connection when parked in a garage, shed, or underground car park.

Check coverage on the map: Enable the "Coverage" layer in Map Options to see mobile network coverage in your area.

Power supply basics

Your tracker needs constant 12V or 24V power to work properly.

Can I connect to accessories power only? Yes, but it will take longer to get a GPS signal each time it powers up. We recommend constant power for the best experience.

What if power is disconnected? The tracker runs on its internal backup battery until depleted.

Understanding the LED lights

Your tracker has two green LED lights that show its status:

Navigation Light (GPS)

What it's doing What it means
Solid green (always on) Searching for GPS satellites
Flashing once per second GPS signal acquired ✓
Off Powered off or in sleep mode

Status Light (Network)

What it's doing What it means
Flashing once per second Normal operation ✓
Flashing every 2 seconds (dim) In sleep mode
Flashing fast briefly Connecting to mobile network
Off Powered off or in sleep mode

Note: Tap the tracker lightly to wake it from sleep mode and check the lights.

Troubleshooting: No lights at all

If neither green light is on:

Your tracker has no power. Here's what to check:

  1. Make sure 12-pin cable is firmly connected to the tracker
  2. Check vehicle battery – is it flat?
  3. Check for water damage on the tracker
  4. If hardwired: Try using the original OBDII plug-and-play cable instead
    • If lights turn on with OBDII cable → wiring problem (contact your auto electrician)
    • If lights still don't turn on → tracker problem (contact us)

Troubleshooting: Lights are on but tracker still offline

If the LED lights are working:

Try a power-cycle (restart) of your tracker:

How to power-cycle your tracker

  1. Unplug the tracker – Remove the 12-pin cable from the tracker
  2. Wait for backup battery to drain – Leave unplugged overnight or at least 2+ hours until lights go off
  3. Check lights are completely off – Tap the tracker gently; if lights come on, wait longer
  4. Plug it back in – Reconnect to vehicle power
  5. Wait 5-10 minutes – Tracker should come back online

Still not working?

If you've tried everything and your tracker still isn't communicating:

  1. Make sure:
    • 12-pin cable firmly connected
    • Getting at least 10V power
    • Not in Ultra Deep Sleep mode (unless intentional)
    • Vehicle has mobile phone coverage
  2. Contact support:

Tips for better connection

For weak mobile signal:

  • Move tracker to a different location in your vehicle
  • Avoid metal – it blocks both GPS and mobile signals
  • Higher placement under dash usually works better

Check signal strength: Use the Raw GPS Data report to see current mobile network signal strength in the most recent data packet.