>First steps
Troubleshooting
There are some simple verification procedures to identify and resolve any problem with Mobitraxx.
Before looking for more specific solutions, some preliminary checks are important.
1. Make sure that data service is available. That is, without internet the data will not be sent.
2. Check that your Mobitraxx PRO or LITE application is up to date. Our apps undergo constant checks and often the simple update of the app is enough to correct problems.
3. Make sure that all permissions requested during installation have been granted to the highest possible level. Granting permissions is always the user's decision, however Mobitraxx PRO / LITE may not work properly if you do not have the necessary permissions.
Mobitraxx does not send records
I'm not sure about the quality of the internet. The INFO icon is in red...
When the INFO icon appears in red, records are retained on the device, that is, they have not been sent.
When you click on INFO, the RECORDS icon will also be in red. Click RECORDS to view all the records held.
Usually, it is enough to have the device in a location with a good data service for the records to be sent. If not, click SEND below the REGISTRATION list to force the records submission.
My Internet is working but the logs are not sent...
The internet is working, the INFO icon is not in red accusing data retention and even so the records are not sent.
There is probably a background data configuration to be done.
The following link will help with this configuration:
Background settings for all models
GPS does not work or is inaccurate
Understand: Mobitraxx is not GPS
A very common situation is that the user has problems with the GPS on Mobitraxx and relate this situation to the operation of the application.
It is important to understand that a number of services are not run by Mobitraxx but by other native Android applications. As examples we can mention languages, date and time and also the GPS.
That is, when there is a location problem in Mobitraxx, this problem will certainly also be occurring in other applications such as Google Maps or Waze.
Check your device's GPS settings and try to set it up to improve its accuracy according to your device manufacturer's guidelines.
The GPS is working but the application is not running in stealth mode or service function.
Android recently increased its security specifications related to the device's location. With that, there is an option to "Allow to locate the device at all times".
Activate this permission if you use stealth mode or the SERVICE function. If you do not know how to do the device settings, uninstall the app and reinstall it again, making sure to grant all permissions at the maximum level.
Reports are empty
Reports consulted on screen
If the reports do not contain data, check that data is being sent to the server by applications.
There are reports that will only display data if the settings are made in the WEB ADMINISTRATOR. This case applies to:
Automatic reporting
If sending reports is automatic, check that the records were received by the server before the report was generated and sent to the recipient.
The System Logs report allows you to analyze the time of registration on a device and receipt on the server, as well as the delay in sending information.
Under regular conditions, internet available, a record takes about 3 seconds to be sent.
Device issues
The home screen displays "Not registered"
You have not yet registered the device.
See how to register the device.
See how to register the device through the WEB ADMINISTRATOR.
The home screen displays "Unlicensed"
Your device is registered but there is no plan linked to it. If there is already a paid plan in your Mobitraxx ID, just use the same resources in the chapter above to license the device.
Android has been updated to version 10
Was your device licensed and suddenly it was listed as "Not registered" on the home screen? This happens when your device updates Android to version 10.
Starting with Android 10, it is no longer possible to store the devices' IMEI. With this, each device is identified by a code generated in the installation of the application itself.
When Android updates to version 10, devices that until then were identified by IMEI are now identified by this new identifier code.
For the purposes of the Mobitraxx system, it is as if the device has been replaced with a new one. Thus, it is enough to replace the "old" device in the system, still identified by IMEI with the "new" device.