Troubleshoot Missing or Incorrect VG Diagnostic Data

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Written by Charissa F.
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Requires one of the following licenses:

Use the following workflow when vehicle diagnostic data is missing or incorrect.

Symptoms

  • Odometer not updating

  • Fluctuating odometer values

  • Stale engine hours

  • Samsara dashboard does not display vehicle diagnostic data

Causes

Missing or incorrect diagnostic data can result from a Camera and Safety–only license, loose cable connections between the Vehicle Gateway (VG) and the diagnostic port, a VIN mismatch after a gateway was moved between vehicles, a cable that does not match the recommended cable for the vehicle, or other equipment connected alongside the VG on the diagnostic port.

Diagnostics can also be limited for some vehicles depending on the make, model, or year, and some vehicles or power-only harnesses provide only GPS tracking and never expose all diagnostic fields.

Solution

Follow these steps to resolve missing or incorrect VG diagnostic data.

  1. Verify your license is not limited to Camera and Safety features only. If you are unsure about your licensing, see Device and License Purchase Types or contact your Samsara Account Executive.

  2. Verify that the cable connections between the VG and the diagnostic port are secure.

  3. Unplug the vehicle gateway and wait at least 15 minutes. Reconnect the vehicle gateway and then drive the vehicle for a short 20-minute trip.

  4. Verify that the VIN in the VG settings matches the VIN of the vehicle. If the VIN does not match, verify that the device has not been moved to another vehicle. If the Vehicle Gateway was moved, deactivate it from the previous vehicle while it is not on a trip, then pair it to the correct vehicle profile. For more information, see Move a Vehicle Gateway from One Vehicle to Another.

  5. Check that the VIN and cable code on the cable shrink tubing (for example, CBL-VG-XXXXX) match the installation documentation provided with your purchase order. If the cable code does not match the recommended cable for the vehicle and gateway, replace it with the recommended cable, then recheck for missing diagnostics such as engine hours.

  6. Ensure that other equipment such as other telematics devices, wheelchair lifts, and engine scan tools are not connected alongside the vehicle gateway. Incompatible devices can interfere with diagnostic data when they are installed alongside the vehicle gateway, especially in cases where RP1226 cables are not being used in heavy-duty vehicle applications.

  7. If the issue persists, gather the following information when you contact Support:

    • The make, model, year, VIN, and the VG serial number for the affected vehicles.

    • Description of the missing or incorrect diagnostics.

    • List the troubleshooting steps you have completed.

    • Did this vehicle display correct diagnostic data before? If so, when did you lose data and did the vehicle undergo services or modifications?

    • If this vehicle has never displayed correct diagnostic data, let us know if you have attempted to verify the data for the vehicle using a diagnostic scan.

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