To create a troubleshooting ticket for Support:

1. On the map page, select your offline device from the Tracker List and select the ‘Troubleshoot This Device’ button.

2. In the Troubleshooter pop up, select the ‘Create Ticket’ button.

3. Select the issue in the dropdown for the selected device or select the ‘Multiple Trackers’ button to create a ticket for multiple devices.

Selecting ‘Multiple Trackers’ will display a similar pop up with a dropdown to add additional devices.

Once you select ‘Submit,’ a confirmation pop up will appear.

NOTE: You can also create this ticket from the ‘Tracker Setup’ page. Navigate to ‘Setup’ > ‘Tracker Setup’ and select the ‘Troubleshoot’ button to prompt the Troubleshooter pop up.

Your device is programmed to check in to the portal every minute when ignition is on and every hour when ignition is off. If the device misses two ignition off events, it will show as “offline.”

Your device can go offline for a number of reasons, such as:

• The vehicle is parked in an underground parking garage or in a metal building.
• The vehicle is parked in an area with limited or no cellular network coverage.
• The device is uninstalled.
• The vehicle battery is lower than the minimum 11 volts needed for the device to operate.
• The device SIM may have been deactivated (requires Support assistance).

You can contact support via email or phone. We're here to help!

• 877-732-4980
• support@linxup.com

Start your vehicle, and check the lights on the GPS. There may be three lights on the bottom of the device (orange, blue, green) OR two lights on the side of the device (red, green). 

NOTE: Your vehicle must be outside and not in a covered area so that it will receive GPS signal. When working properly, the orange or red and green lights will be on. You should see your car’s location on the map (may take up to two hours).

The device is programmed to store data when it cannot connect to a cellular network or when that network connection is not strong enough to send data. 

NOTE: The most common reason for a device to store data while in an area that should have a strong cell network is network prioritization, where devices including tracking devices are given lower priority on the cell network so phones and tablets have fewer network issues.

Storing and forwarding data is a critical feature allowing the device to store the trip data and forwards this data to our servers when the network connection is strong again.

This issue, while uncommon, can be resolved by Support. In the meantime, please remove the device from your vehicle.

Please contact us. We're here to help!

• 877-732-4980
• support@linxup.com