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Hardware has lost communication
Hardware has lost communication

Problem with the driving journal hardware not recording trips. This guide helps you check the power supply, device location, and restart it if needed.

Daniel Porath avatar
Written by Daniel Porath
Updated over 2 weeks ago

Identify the Problem

This manual is intended for you if you are experiencing issues with your electronical driving journal device.

You may have noticed this because we notified you that the device is no longer functioning correctly, or you have observed that it is no longer logging any trips.

1 - Check if the Device is Receiving Power

1.1 - Locate the Device

OBD Tracker

In most vehicles, the OBD port is located near the driver’s legs, somewhere between the steering wheel and the pedals. Some manufacturers have chosen to hide the port behind a panel.

According to standard, the port should be easily accessible for workshop personnel and thus should not be difficult to find.

If you’re having trouble locating the OBD port, you can google your car model + year and “OBD port” online. For example, "Volvo V60 2019 OBD port." Then select images to see where the port is located.

Other Hardware

If your device is not in the OBD port, it is most likely connected to the car’s 12V battery, either under the hood or in the trunk. You can also refer to your vehicle’s manual to locate the battery.

1.2 - Check if the LEDs are Blinking

Our hardware has at least one LED that should blink when the device is receiving power from the car. The LEDs blink clearly and should be easy to locate. If you see one or more LEDs blinking, proceed to the next step to restart the device.

If the LEDs are not blinking, check to ensure any cables are intact and the device is properly mounted. If it still doesn’t blink after you’ve resolved any installation issues, please contact us for further troubleshooting.

2 - Restart the Device

Since the device is not communicating with our server, our support team can't restart the device remotely.

Disconnect the device from the power source and wait until the LEDs on the device stop blinking. This may take between 0-24 hours, depending on the hardware.

Here are approximate guidelines on how long the device may need to be disconnected:

  • OBD Tracker: 0-4 hours

  • Vehicle Tracker: 0-24 hours

  • Easy Tracker: 0-4 hours

Once the LEDs have stopped blinking, reconnect it to the power source. Ideally, take a trip with the vehicle to verify that the restart has resolved the issue.

If you cannot take a trip, wait 1 hour and check if the device has updated its location.

If you continue to experience issues, we’re happy to help—please contact our support team.

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