If you can see that an asset has not updated its position recently, and you know that it has moved since the position it last reported from, then this may be because your asset is offline.
An offline asset will have its last position highlighted in red under its speed and address in My Assets like the example below:
If your asset is showing as offline, this means that it has stopped communicating with our servers and you will not see any position updates.
If you notice that a GPS unit is offline, and you cannot see any reason for this, then please let us know by clicking on the red writing under that asset in the My assets page (see the image above).
A box will pop up to allow you to report this offline unit to us. Please add any information to the message that may help us fix this offline issue eg, person to contact, vehicle location, has this vehicle been jump-started recently?
You can also report an offline unit from the Asset Overdue Report by clicking on Send Support Ticket next to the offline vehicle in the report.
The Asset Overdue Report will highlight any assets that are overdue at reporting to our servers. We recommend setting up this report to run automatically each week to stay on top of your units that have been offline for 72 hours (3 days) or more.
Note: If you set the offline period any shorter, you may get data on units that are just out of coverage, or parked inside a carpark or garage for a few hours.
You can set this report up to be emailed to you each week in Reporting > Emailed Reports > Asset Overdue Report.
Or, you can choose to run it yourself at Reporting > Asset Reporting > Asset Overdue Report.
Click here to watch a brief video on the Asset Overdue Report.
Our system is built to notify us when a GPS unit has been offline for 3 weeks, so after this time, we will be in touch with you to check on the GPS's status. We have found that 3 weeks is the optimum time for us to respond to an offline GPS unit as a good portion of the units that are offline during these 3 weeks are at the mechanics or panel beaters, and are usually back online before our 3 week notification.