Troubleshooting Guide: Common Issues with Asset Gateway Max

 

Overview

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.

 

Common Issues with Asset Gateway

1. 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.

2. 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.

3. Asset Gateway Low Battery
   A low battery level can hinder performance and disrupt location tracking.

 

Common Troubleshooting Steps for All Issues

1. Check Battery Level
   On the Fleet View, verify the displayed battery level. Fleet Admins can set alerts for battery levels below 10%.

2. 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.

3. 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.

4. Verify Trailer's Parking Location
   Ensure the trailer is parked in an area with good sun exposure to maximize solar charging.

5. 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.

6. 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.

7. 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.

 

Reach Out to Motive Support with the Following Details:

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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