Troubleshooting OBD-II device GPS positioning issues

Document ID: 0401201803

Purpose

This article describes how to troubleshoot OBD-II devices for GPS positioning issues.

Audience

This article is for carrier agents assisting customers with GPS location, mapping, and vehicle status issues.

Symptoms

• Current location is not shown in the app
• Wrong location is displayed in the app
• No location updates are displayed in the app

Details

1. Perform a physical inspection of 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. Troubleshoot the device as Wi-fi hotspot as described in KB article Troubleshooting OBD-II Device Wi-Fi HotSpot (TS1003) available at https://mojio.zendesk.com/knowledge/articles/360002581234/en-us
3. Make sure the app has permissions to access the smartphone's location. The permissions can be set in the smartphone's settings. 

4. Check the map in the app's homescreen and the vehicle status. The map will show the car's current location and the current location of the customer's device. Multiple states can be displayed:
   1. Locating Car… / Offline: If the car can't be reached, the map will show a spinner and the status will change to "Locating Car…" If this happens while the customer is in good cellular/GPS signal coverage, it might be because of a probable GPS module failure. In this case, have the customer restart the device and, if the issue persists, proceed with resetting the 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.)
   2. Parked Car: In this case, the map will show the location where the car is currently parked as well as the customer's mobile current location. If the car location is wrong, have the customer restart the device. If the issue persists, reset the device as described above.
   3. Car and smartphone location are the same: If the customer started and ended a trip and the trip is wrong, it may be related to the GPS module. Have the customer restart the device and, if the issue persists, reset the device as described above.
5. If the issue persists after trying the steps above, please proceed with replacing the  hardware for the customer.