General OEM Troubleshooting

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.

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.

Ensure you have driven your vehicle for at least 5 minutes. The vehicle needs to be actively in use to start reporting.

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.

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.

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.

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: