Troubleshooting OBD-II device power issues

Document ID: 04012018

Purpose

This article describes how to troubleshoot OBD-II devices for power-related issues.

Audience

This article is for carrier agents assisting end users who are experiencing power-related issues that may be preventing the proper functioning of a OBD-II device.

Symptoms

• Vehicle shows as "Offline" in the app
• OBD-II device's Power LED is red or not lit
• OBD-II device randomly restarts by itself
• OBD-II device powers off by itself

Details

1. Physically inspect the device as described in the KB article, "How to physically inspect a OBD-II dongle" (TS1001), available at: https://mojio.zendesk.com/knowledge/articles/360002580514/en-us
2. Confirm the vehicle is compatible with the OBD-II device
3. If the Power LED is still showing red or is unlit, reset the OBD-II device by inserting a push pin into the device's reset hole and holding it for three seconds or until the Power LED indicator turns red. (After it turns red, it should go back to solid green.)
4. If the problem persists, connect the OBD-II device into another (test) vehicle.
5. If none of the above steps resolves the issue, proceed with replacing the OBD-II device.