Troubleshooting Hardware
Introduction
These steps should be taken and verified before any hardware is considered defective
Prerequisites
Before attempting to troubleshoot a hardware related issue, ensure that there is not any visible damage to the equipment in question.
Hardware will not power on or charge
When Charging Hardware or Consumables
- Verify Outlet Functionality: Plug a different device, such as a lamp or another electronic device, into the outlet to ensure it is working.
- Check the Power Supply Cube: Use the same power supply cube to charge or power another device to confirm it is functional
- Test the Cable: Use the same Type-C cable and plug it into a different portable charger or Type-C compatible device to confirm it is functional
When using the Portable Charger
- Inspect Connection Pins: Ensure that the connection pins on the portable charger are not bent, damaged, or missing.
- Charge: Make sure that the portable charger is fully charged
- Test the Portable Charger: If the device is still not powering on, connect it to a functional device or watch to ensure that the portable charger is working properly
When using the Magnetic Cable
- Inspect Connection Pins: Ensure that the connection pins on the magnetic cable are not bent, damaged, or missing.
- Test Cable: If the equipment won't charge, use the same cable on a functional device or watch to verify its functionality.
Hardware will not communicate
- Activate/Assign Hardware: Ensure that the hardware has been activated and assigned to an enrollee in the ShadowtrackONE platform
- Ensure SIM is Active: Go to ShadowtrackONE > Devices > All Devices. Click on the watch or device in question and select 'SIM Status.'
- SIM Status Deactivated: In the instance that the SIM is deactivated, select the hardware and click on 'Activate'
- Update Firmware: Verify that the latest firmware is installed
- Ensure it is Not Corrupted: If the latest version is installed and the hardware is not working properly, such as not automatically rebooting when the connection is lost, reinstall the firmware
- Check Location and Communication: Determine that the location is not affecting the communication. If in a low service area or a location that blocks the signal, the hardware will reconnect once in a better service area.
- Reboot: Reboot the hardware in a good service area and check if it reconnects to the ShadowtrackONE platform
Hardware that has never plotted GPS and only plotted WiFi and LBS location points may be defective
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