The Asset Gateway is a vital tool for tracking and monitoring fleet assets. However, there may be instances where users encounter issues such as the device not powering up, not updating location, or showing a low battery. Below is a comprehensive guide to help troubleshoot these issues effectively.
Asset Gateway’s LED Light is Red
Motive Asset Gateway has a single LED next to the solar panel. A red light can mean:
- The Asset Gateway is unable to transmit data due to poor cellular (4G LTE-M) signal.
- The device will re-transmit data when a good cell signal is available
Asset Gateway Mini’s LED light is Yellow
If the Asset Gateway Mini’s LED light is solid yellow, it indicates that the cellular connection is weak and the data being provided might be intermittent. Follow the steps below:
- For better performance, please move the device to a location with better LTE service.
- To get an LED indicator, the reset button must be pressed and released with the included reset pin. When the Asset Gateway Mini is between pings (asleep), pressing the first button will wake it up. Pressing the second button will display the LED and the most recent status.
Asset Gateway Mini’s LED is light Blue
There are 2 possibilities if the Asset Gateway Mini’s LED light is blue:
- Blinking Blue: If the LED light is blinking blue, the Asset Gateway Mini is establishing the cellular connection. This may occur without a button press.
- Solid Blue: If the LED light is solid blue, the Asset Gateway Mini is working normally. This will occur only with a button press.
| Note: In order to get an LED indicator, the reset button must be pressed and released with the included reset pin. |
When the Asset Gateway Mini is between pings (asleep), pressing the first button will wake it up. Pressing the second button will display the LED and the most recent status.
No LED activity during installation of Asset Gateway
- When you power up the Asset Gateway for the first time and peel off the solar sticker cover, the LED lights up solid green.
- If the LED does not light up green, try shaking the Asset Gateway unit for a few seconds and check if the light turns up green. If it does not, the built-in battery on the unit has no charge left.
- In this scenario, the battery may take a few days to charge via solar. Instead, we recommend using the Asset Gateway cable as shown below, and a power supply (12V, 1A min) to recharge the unit quickly.
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| Note: The cable is not shipped with every unit. Please reach out to the Motive Support team to request the cable. Please do not use any third-party cables for charging. |
Connect the Asset Gateway unit to the power supply using the above cable and charge the unit for a couple of hours. Shake the unit for a few seconds to confirm if the LED lights up green.
Asset Gateway Mini not showing location after installation
If the Asset Gateway Mini has been assigned and installed but is not updating the asset's location on the Fleet Dashboard after a day, follow these troubleshooting steps.
1. Verify Asset Assignment:
Check if the Asset Gateway Mini has been correctly assigned to the asset. Go to the asset profile in the Fleet Dashboard and verify that the serial number of the Asset Gateway Mini matches the one shown on the screen. If it does not match, assign the correct Asset Gateway Mini to the asset.
2. Check GPS Signal and Location:
If the asset is indoors, GPS signals may be obstructed by buildings or other physical barriers. Move the equipment outdoors if possible. If the Asset Gateway Mini is removable, take it outside with a clear view of the sky.
3. Wait for Location Update:
If the device is cable-powered, wait 30 minutes to see if a location update appears. If the location does not update, try rebooting the device.
4. Reboot the Asset Gateway Mini
For Cable-Powered Asset Gateway Mini:
Unplug the power cable from the device. Hold down the reset button for 10 seconds, then release it. The LED will flash blue 3 times, indicating a successful reset. Wait 30 minutes to allow the device to establish a GPS fix.
For Battery-Powered Asset Gateway Mini:
Hold down the reset button for 10 seconds, then release it. The LED will flash blue 3 times, confirming the reset. Wait 30 minutes to allow the device to establish a GPS fix.
| Note: If the issue persists after completing these steps, reach out to Motive Support for further troubleshooting and assistance. |
Asset Gateway Low Battery Issue
If the Asset Gateway unit continues to have a battery lower than 10% for a long period of time, there can be two causes:
- Incorrect Asset Gateway installation
Ensure the unit has been installed correctly, either for solar or cable installations
- Asset Gateway Cable Installation- For units connected and powered via cable, ensure the power is supplied via cable.
- Asset Gateway Installation when charging via Solar- For units charged via solar, ensure the solar panel is receiving good sunlight and the unit is installed using the solar mount.
It is recommended the cable is installed for the following scenarios:
- For installing locations that do not receive good sunlight for example, underneath the trailer.
- Reefer installations.
- Battery might not be charged properly
The battery on the Asset Gateway might not be charged if it is stored and unused for a number of months. For such units, please review the support article here prior to installation.
If you continue to have issues, please reach out to our support team.
Common Issues with Asset Gateway
Asset Gateway Not Powering Up
The Asset Gateway may fail to power up due to a completely depleted battery or insufficient sunlight exposure to the solar panel.Asset Gateway Not Updating Location
If the device is unable to transmit data, it may result in location updates not being displayed on the Fleet Admin’s dashboard.Asset Gateway Low Battery
A low battery level can hinder performance and disrupt location tracking.
Common Troubleshooting Steps for All Issues
Check Battery Level
On the Fleet View, verify the displayed battery level. Fleet Admins can set alerts for battery levels below 10%.Jump-Start the Asset Gateway
If the AG battery is completely depleted, use any 12V power source with Cable-4020 to jump-start the unit. Allow the unit to charge for at least 2 hours and ensure that a continuous 12V power supply is available.Ensure Solar Panels Receive Ample Sunlight
Confirm that the solar panels are exposed to enough sunlight. Clean the solar panel with a soft cloth if there is any dust or debris.Verify Trailer's Parking Location
Ensure the trailer is parked in an area with good sun exposure to maximize solar charging.Inspect for Cracks
Check for cracks around the mounting holes, as these may cause water ingress. Ensure the unit is not exposed to damaging elements.Check for External Power Supply (For Reefers)
If installed on a Reefer trailer, use Cable-4020 to connect the unit to an external +12V power source.Inspect LED Light for Signal Issues
If the battery is fine but data is not posting on the Fleet Admin’s dashboard, check the LED next to the solar panel. A red light indicates a poor cellular (4G LTE-M) signal, and the AG will re-transmit data when a good cell signal is available.
Reaching Out to Motive Support
If the issue persists after completing the troubleshooting steps, please reach out to Motive Support with the following information:
Status of LED light on the Asset Gateway: [Blank Field]
Does the solar panel have any cracks or bubbles? [Yes/No]
Where is the unit placed on the trailer? [Blank Field]
Photos of installation: [Attach]
Is the unit placed on a refrigeration unit? (Only for reefers): [Blank Field]
Was the trailer moved after the asset was installed? [Blank Field]
When was the last time the trailer was washed? (Pressure washers may cause water ingress.): [Blank Field]
Asset Gateway power source: [Cable/Solar]
Asset Gateway battery percentage: [Blank Field]
Does the area have good cellular coverage? [Yes/No]
Have you attempted to jump-start the Asset Gateway via Cable-4020? [Yes/No]
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