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Troubleshooting steps for "stuck" vehicles
A “stuck” vehicle is a vehicle that reports ignition-on status but is not updating its location correctly.
In order to provide the most comprehensive support for troubleshooting “stuck” GPS units, our Technical Support team would like for you to take a moment to perform the following steps before contacting a GPS Insight support technician.
Note: In order for the device to update location correctly it needs to be able to communicate with the GPS satellites in the sky.
ANTENNA PLACEMENT: Verify that the antenna maintains a clear and unobstructed view to the sky; if there is anything placed over the antenna, or is obstructing its view in any way, it could cause the device to continually report the same location.
- For devices with external antennas it is recommended that the antenna be placed on the driver’s side interior lower corner of the windshield. The antenna should not need to extend more than 4 ½ inches from the bottom of the interior windshield.
- For devices with internal antennas it is recommended that the devices be installed with as little obstruction as possible between the device and the sky.
ANTENNA CONNECTION: Verify that the antenna is properly connected to the GPS device. The wires should never be crimped or pinched and the connections should always be securely fastened to the device.
- To ensure that the connections are secure, a good test is to disconnect and then reconnect the antenna connections, confirming that they are correct.
After verifying both the placement and connections of the antenna, if the device still fails to update location then it may be necessary to replace the antenna.
REPLACING THE ANTENNA: When replacing the antenna be sure to do the following:
- Unplug the device from the power, disconnect the current antenna, and connect the replacement antenna.
- Allow for approximately 5 minutes of leaving the device unplugged after disconnecting it to ensure that it properly resets.
- Once the device is reconnected to power, start the vehicle and drive around for 5-10 minutes. After it has been driven check online to make sure the vehicle has updated location correctly.
Once all troubleshooting has been done, if the device still fails to update correctly, please contact Support while with the vehicle so that we may assist you further.
