General OEM Troubleshooting

For help identifying non-reporting units, read Identifying Non-reporting Units. For vehicles with built-in telematics hardware, some issues might require you to contact the OEM (original equipment manufacturer) directly, however before doing this here are some troubleshooting steps to check first:

1. Check the Vehicles page and Unit Health Report
2. Check that the vehicle can start
3. Check that the vehicle is within cellular range
4. Check that the vehicle has a clear view of the sky
5. For Ford vehicles, check your consent status in Ford Marketplace
6. Still stuck?

Check the Vehicles page and Unit Health Report

To identify whether a vehicle is NRU (a non-reporting unit), check the state of the vehicle in the vehicles list or the map, or run a Unit Health Report.

Check that the vehicle can start

Try starting the vehicle. If a vehicle has been sitting unused for an extended period of time, the vehicle stops reporting.

The vehicle sends detailed data only when it is turned on. After switching the vehicle off, it emits a simple status signal that does not contain GPS or other vehicle data. The vehicle sends this signal once every 24 hours for between 7 and 14 days. After this time, the vehicle goes into a deep sleep state and does not send anything.

Check that the vehicle is within cellular range

Check the vehicle’s status on Live Map. If you see the no signal icon, then the vehicle might have gone out of cellular range. This can be caused by driving through a tunnel, entering an underground car park, or driving through an area with no cellular signal, such as a desert.

Check that the vehicle has a clear view of the sky

Your vehicle needs to communicate with orbiting satellites to determine its location. If the vehicle is inside a building with a metal roof, in an underground car park, or in an area surrounded by large buildings, these might interfere with GPS signals.

Ford vehicles only: Check your vehicle's consent status in Ford Marketplace.

Go to fleetaccount.ford.com, sign in with your Ford account credentials, search for your vehicle, and check that your vehicle is consented to Verizon Connect.

Still stuck?

If you have carried out all these checks and the vehicle is still not reporting, it is time to contact customer support. They can perform further troubleshooting.

Before calling support, have the following information available:

• Vehicle name and vehicle ID
• Date and time of last report