1

Record the information of any hardware that is currently in use:

• GO device serial number (12 characters, visible on the device, starts with G);
• Auxiliary hardware connections (e.g. IOX-AUX, T-Harness, third-party accessories, etc.); and
• Make, model, year, and VIN of the vehicle in which the hardware is installed.

2

Check for connectivity and installation issues:

• Review the Asset page in your Geotab, where known reasons for device not communicating are displayed, if applicable. For example:

 


Follow the recommended steps to further troubleshoot and contact support@gotrackcam.com if not resolved.



If the reason for not communicating is Unknown Reason, follow these steps:

• Is the device (s) accessible physically?
• Check to ensure the device is securely mounted and installed according to instructions. Is it loose or missing a zip tie?
• Power cycle the device by removing it from the diagnostic port or harness, then reinserting it. Does the issue persist? Take note of which GO device lights are on.
• If multiple components are connected to the asset (e.g. IOX expander), unplug all devices except the GO device. Plug each device back in, one at a time, to determine which device is causing the problem (i.e. does the problem occur after a specific device is plugged in?).
• Install the device in a second asset — ideally, an asset with functioning hardware. Does the issue persist? Take note of which GO device lights are on. Installing the device in a second asset can help Geotab Support accurately diagnose the issue.




✱ NOTE: Regardless of hardware issues, always make sure you have checked each and every connection — including harnesses and/or the IOX, if applicable. The vast majority of issues result from insecure connections.

Incorrect Installation

Correct Installation