My tracker is offline, what should I do?

If your tracker status indicates that the tracker is offline, your tracker is likely in an area with no cellular connection or the tracker has lost power.

If the device does not reconnect on its own, you'll need to either recharge the device or manually troubleshoot with the tracker. 

How do we solve this issue?

Battery Needs to be Recharged

Cell Connectivity Issue

Battery Needs to be Recharged

GL300: 

• For users with the GL300 tracker, this is resolved by simply recovering the tracker from its location and recharging the device battery. While charging, the red PWR LED will flash; when it is fully charged, the LED will go solid. You can now power the unit back on using the power button.
• After powering the unit back on, it may be necessary to take the unit for a short walk to give it the opportunity to reconnect to the GPS network and Hapn platform. The blue GPS LED will begin to flash when it has re-established a connection to the GPS network. The green CEL LED will flash once every three seconds when it has re-established a connection with the Hapn platform. Once that has been done, the device will resume reporting as normal.  (See also: How do I charge my GL300?)
• If you know your device has power and is in a location where cell coverage is strong, read on the learn how to solve this issue!

GL501:

• Ensure your tracking device is fully charged. Plug in the Qi charger using the USB cable.  Place the tracker on the Qi Charging pad, ensuring the device is centered. Status LED and GPS LED will flash while charging.  The device typically needs to charge for at least 8 hours.  Both LEDs will turn off when disconnected from the charger. 

Cell Connectivity Issue

GL300: 

1. Reboot the Device. To power down, hold down the small power button on the top of the unit for 10-15 seconds, then release it. Repeat this step to turn the unit back on.
   *Please Note: the unit cannot be plugged into the charger while performing this step).
2. Test your tracker: Walk or drive around outside for 5 to 10 minutes with your tracker. The lights will indicate the connection of the tracker. Learn more about the lights on your tracker.
3. If it still doesn't connect, remove and re-insert the SIM card
   1. Find the SIM card slot on the right side of the GL300. 
   2. Remove the two screws on both ends, unlocking the SIM card tray. Set the screws aside in a secure place.
   3. Once the screws are removed, remove the SIM card tray from the GL300 and leave out for 60 seconds.
   4. Reinsert the SIM card tray into the GL300. The tray will need to be properly oriented when inserted. The bottom of the SIM card logo will match the notch in the GL300 case.
   5. Replace the two screws on both ends of the tray to secure it in place.
   6. Once finished, turn on the tracker using the power button located on the top of the tracker. When your tracker is connected to a cellular network, the green LED light should blink about once every 3 seconds. Click here for more information on the lights. 

GL500/501

1. Reboot the Device. To power down, hold down the small power button on the face of the unit for 10-15 seconds, then release it. Repeat this step to turn the unit back on.
   *Please Note: the unit cannot be plugged into the charger while performing this step).
2. Test your tracker: Walk or drive around outside for 5 to 10 minutes with your tracker. The lights will indicate the connection of the tracker.

OBD 

1. Unplug the device from the OBD port for 5-10 minutes and then plug it back in.
2. Take the device out on a short 10-15 minute drive
3. Check the lights: The blue GPS light should be solid, at least for a few seconds, and the green CEL light will blink once every 3 seconds. Click here for more information on the lights.