Skip to main content

My Tracker is Offline: Troubleshooting Guide

Kayla H.
  • Updated

Table of Contents

What does "offline" mean?

When your tracker shows an "offline" status in the Hapn platform, it means your device is currently not communicating with our tracking servers. This typically happens for two main reasons:

  1. Power issue: Your tracker's battery may be depleted or the device has lost its power connection
  2. Connectivity issue: Your tracker may be in an area with poor or no cellular coverage

Most trackers will automatically reconnect once they regain power or move to an area with better cellular coverage. If your tracker remains offline for more than 30 minutes in an area with known good coverage, follow the troubleshooting steps below for your specific model.


Screenshot_121824_030812_PM.jpg


Quick Troubleshooting Steps

Before diving into model-specific instructions, try these general steps:

  1. Check if your tracker has power:
    • Look for any LED indicators on your device
    • For battery-powered models, connect to a charger
    • For hardwired models, ensure proper connection
  2. Check cellular coverage:
    • Move your tracker to an outdoor location with good cellular coverage
    • Take it for a short walk or drive (5-10 minutes) in an open area
  3. Restart your tracker:
    • Power cycle your device following the model-specific instructions below

If these steps don't resolve the issue, follow the detailed instructions for your specific tracker model below.

Detailed Solutions by Tracker Model

Mini GL300 Portable Tracker

If the battery needs recharging:

  1. Recover your tracker and connect it to the charger
  2. Watch the LED indicators:
    • Red PWR LED will flash during charging
    • Red PWR LED will remain solid when fully charged
  3. Press the power button on top of the unit to turn it back on
  4. Take the tracker outside for a 5-10 minute walk to reconnect to networks
  5. Check for proper connection:
    • Blue GPS LED will flash when connected to GPS network
    • Green CELL LED will flash once every three seconds when connected to the Hapn platform

If cellular connectivity is the issue:

  1. Reboot the device:
    • Hold the power button on top of the unit for 10-15 seconds, then release
    • Important: The unit must be disconnected from the charger during this step
    • Press the power button again to turn the unit back on
  2. Test your tracker:
    • Take it outside for a 5-10 minute walk or drive
    • Check the LED indicators for proper connection
  3. If still not connecting, try removing and reinserting the SIM card:
    • Locate the SIM card slot on the right side of the GL300
    • Remove the two screws on both ends and set them aside safely
    • Remove the SIM card tray and leave it out for 60 seconds
    • Reinsert the SIM card tray (the bottom of the SIM card logo should align with the notch in the case)
    • Replace and secure the two screws
    • Turn on the tracker using the power button on top


GL501/502 Asset Tracker

If the battery needs recharging:

  1. Connect the Qi charger using the USB cable
  2. Place the tracker on the Qi charging pad, ensuring it's properly centered
  3. During charging:
    • Status LED and GPS LED will flash
    • A full charge typically takes about 8 hours
  4. Both LEDs will turn off when removed from the charger

Learn more about how to charge the Asset tracker

If cellular connectivity is the issue:

  1. Reboot the device:
    • Hold the power button on the face of the unit for 10-15 seconds, then release
    • Important: The unit must be disconnected from the charger during this step
    • Press the power button again to turn the unit back on
  2. Test your tracker:
    • Take it outside for a 5-10 minute walk or drive
    • Watch for LED indicators showing proper connection


OBD Vehicle Tracker

If your OBD tracker is offline:

  1. Unplug the device from the OBD port
  2. Wait 5-10 minutes
  3. Plug it back into the OBD port
  4. Take the vehicle for a 10-15 minute drive in an area with good cellular coverage
  5. Check the LED indicators:
    • Blue GPS light should be solid (at least for a few seconds)
    • Green CELL light should blink once every three seconds

Learn more about understanding tracker LED indicators

Special Considerations for OBD Trackers:

  1. Ignition-based reporting:
    • The OBD tracker's reporting frequency is triggered by ignition status
    • With ignition ON: Updates every 60 seconds (in default Normal mode)
    • With ignition OFF: Updates every 3 hours (in default Normal mode)
    • If your vehicle is moving but the tracker isn't updating frequently, check if the ignition is ON
  2. Backup battery:
    • The OBD has a small backup battery that powers the device briefly if vehicle power is lost
    • If your tracker suddenly went offline, the backup battery may have depleted after a power connection issue
    • Once reconnected to power, the backup battery will recharge automatically


Hardwired Trackers (GV-50/GV-57)

Hardwired trackers like the GV-50, GV-57 and Motorcycle Trackers are permanently connected to your vehicle's power system. If your hardwired tracker is offline:

Power Connection Issues:

  1. Check vehicle power:
    • Ensure your vehicle's battery is charged and operational
    • Test other electrical components in your vehicle to confirm power is present
  2. Inspect visible wiring:
    • If you can access the installation area, check for any disconnected or damaged wires
    • Look for any signs of tampering or disconnection
    • Note: Only inspect visible wiring - do not dismantle any vehicle components
  3. Check fuse box:
    • Locate your vehicle's fuse box
    • Check if any fuses related to the tracker installation have blown
    • Replace any blown fuses with the appropriate type

Connectivity Issues:

  1. Power cycle your vehicle:
    • Turn off your vehicle completely
    • Wait 2-3 minutes
    • Start your vehicle again
    • This often resets the tracker's connection
  2. Test drive your vehicle:
    • Drive around for 10-15 minutes in an area with good cellular coverage
    • Avoid underground parking garages, tunnels, or areas with poor reception
    • Check the LED indicators:
      • Red GPS light: Should be solid when connected to GPS
      • Green CELL light: Should blink slowly when connected to cellular network
  3. Wait for automatic reconnection:
    • Hardwired trackers may take up to 30 minutes to reconnect after power is restored
    • Keep the vehicle outside in an area with good cellular coverage

Special Considerations for Hardwired Trackers:

  1. Ignition-based reporting:
    • The hardwired tracker's reporting frequency is triggered by ignition status
    • With ignition ON: Updates every 60 seconds (in default Normal mode)
    • With ignition OFF: Updates every 3 hours (in default Normal mode)
    • If your vehicle is moving but the tracker isn't updating frequently, check if the ignition is ON
  2. Backup battery:
    • Some hardwired tracker models include a small backup battery for brief power interruptions
    • If your tracker suddenly went offline, the backup battery may have depleted after a power connection issue
    • Once reconnected to power, the backup battery will recharge automatically

If your hardwired tracker remains offline after following these steps, professional assistance may be required, as the issue could be related to the installation wiring or the tracker itself.


Swift Wired Tracker

The Swift Wired Tracker is a weatherproof device designed for direct connection to a vehicle's battery or power source, eliminating battery charging concerns. If your Swift Wired Tracker is showing as offline:

Check Power Connection:

  1. Verify battery connections:
    • Check that the red wire is securely connected to the positive (+) battery terminal
    • Ensure the black wire is properly connected to the negative (-) battery terminal
    • Inspect the Y-clamps for any corrosion or damage
    • Verify that connections are tight and not loose
  2. Inspect wiring:
    • Check for any visible damage along the wiring
    • Look for pinched, cut, or frayed wires
    • Ensure wires have not become disconnected from the vehicle battery
  3. Check vehicle battery:
    • Verify your vehicle's battery is functioning properly
    • Test battery voltage with a multimeter if possible
    • If battery voltage is low, charge or replace the battery

Reset and Verify LED Status:

  1. Check the LED indicator:
    • Locate the single LED light on the face of the tracker
    • Interpret the LED status:
      • Solid light: Connected to both cellular and GPS service (normal operation)
      • Fast flash followed by slow flash: GPS is connected but cellular is not
      • No light: Power issue or complete connection failure
  2. Reconnect the tracker:
    • Disconnect both wires from the battery
    • Wait 60 seconds
    • Reconnect the wires (black wire to negative terminal first, then red wire to positive terminal)
    • Check if the LED indicator lights up
  3. Test in proper conditions:
    • Turn the vehicle ignition ON
    • Wait 5-10 minutes in an area with good cellular coverage
    • Check the Hapn platform to see if the tracker reconnects
    • Important: The Swift Wired updates based on ignition status, not motion. If the ignition is OFF, the tracker will only update every 3 hours even if the vehicle is moving.

Special Considerations:

  1. Ignition-based reporting:
    • The Swift Wired's reporting frequency is triggered by ignition status, not motion
    • With ignition ON: Updates every 1 minute (in default Normal mode)
    • With ignition OFF: Updates every 3 hours (in default Normal mode)
    • If your vehicle is moving but the tracker isn't updating frequently, check if the ignition is ON
  2. Backup battery:
    • The Swift Wired has a small backup battery that powers the device briefly if vehicle power is lost
    • If your tracker suddenly went offline, the backup battery may have depleted after a power connection issue
    • Once reconnected to power, the backup battery will recharge automatically

If your Swift Wired tracker remains offline after these steps, professional assistance may be required to check the electrical connections or determine if the tracker needs replacement.

Still Having Issues?

If you've followed all the troubleshooting steps and your tracker still remains offline:

  1. Verify your account is active and the tracker is properly activated
  2. Check if there are any service outages in your area
  3. For hardwired trackers, consider consulting with a professional installer, as the issue might be with the installation wiring
  4. Contact our support team at support@gethapn.com or submit a ticket. 

Please have your tracker's IMEI number ready (located on the device or in your account information) when contacting support.

Related Articles

 

 

 

 

Related articles

Comments

0 comments

Article is closed for comments.