Tips to Troubleshoot Device to Server Connection
This guide gives you some tips for troubleshooting if you cannot get your tracker to connect to your GpsGate Server installation.
Checklist:
1. SIM Card
Verify APN Settings: Check the APN, APN Username, and APN Password with your SIM provider to ensure the correct setup.
SMS Reply: If SMS was used for tracker setup and the tracker doesn’t respond to the SMS command within 30 seconds, verify that the phone number used for the tracker is correct. An incorrect phone number will prevent the SMS command from reaching the tracker. Also, confirm the SIM card can receive and send SMS messages.
Confirm Activation and GPRS Access: Ensure the SIM card is active and has GPRS enabled, as it is sometimes disabled. You can verify by testing the SIM in a mobile phone with a web browser or asking your provider.
Check for Credit: If using a prepaid SIM, confirm there is sufficient credit.
Disable SIM PIN Code: Either disable the SIM’s PIN code or confirm the tracker can handle it. Use a mobile phone’s security settings to disable the PIN if necessary.
2. Tracker IMEI
Confirm that the correct IMEI number is used in the setup, as an incorrect IMEI will prevent the tracker from being recognized in GpsGate.
Example of wrong IMEI message from the Site Admin › Diagnostics › Unknown connections.
3. Terminal traffic
The Terminal is a valuable tool for checking server-tracker communication. Any data sent by the tracker will appear here.
No Traffic in Terminal: If no traffic, the tracker may not be sending data.
Invalid data in Terminal: A position is invalid when the tracker sends non-updated or unreliable position information.
- For both cases, we recommend moving the tracker to an open area with a clear view of the sky to allow it to establish a GPS signal.
Read how to use the terminal here.
Note: Depending on the tracker manufacturer, the tracker may require 10-15 minutes to update a valid position.
4. Tracker Firmware
The terminal window displays a "Data is invalid" message. Some tracker manufacturers require the latest firmware for their trackers to function and report data correctly.
Please verify with the tracker manufacturer for the latest firmware release and update your tracker if necessary.
5. Ports Open
Note: Not applicable if trackers are reporting to connect.YOURDOMAIN.gpsgate.com
It's important to verify that both the server's and firewall ports are open, to allow incoming traffic from the GPS trackers. There are mainly two ways to check this in the GpsGate platform:
In the application
1. Log in to an application with a Site Admin user.
2. Edit a unit/asset.
3. Go to Device 1.
4. Check the ports are open, if not, click on Open Firewall.
Test the connection
1. Navigate to Site Admin › Devices › Listeners
2. Select the device
3. Use the Test connection button.
Click on the button for your device listener to make a connection test from the Internet.
If the test is completed in green, means that the configuration is correct.
If the tester will mark where the problem is in red. In this example, the problem is that the firewall ports are closed for the TCP/IP 12050 which is the port Teltonika uses by default.
- Enable Windows' Firewall ports.
Even if you open your router firewall ports, it could be Windows Firewall blocking your ports at the server level.
You can open Windows Firewall ports directly in the interface by pressing on the Allow Windows Firewall button:
- If the test fails on the Firewall side, you might have to perform the correspondent port-forwarding settings in your firewall or router and try again.
- You also need to open port 80 for your web server.
6. Check unknown connections
Note: Not applicable if trackers are reporting to connect.YOURDOMAIN.gpsgate.com
The Site administrator can check the unknown connections to see if the tracker is reporting but does not get recognized as an asset in the application by navigating to Site Admin › Diagnostics › Unknown connections.
Clicking on each asset will provide additional information.