Vehicle Gateway (VG) Troubleshooting

Verify connections are secure between the VG and the diagnostic port.

Confirm the vehicle battery has charge. Jumpstart the vehicle, if necessary.

Verify that the fuse associated with the diagnostic port is intact and properly seated in the vehicle fuse box.

If possible, test a different vehicle gateway or different cable to ensure that the vehicle is providing adequate power.

If the LED is orange after a cable swap, contact Support to exchange the original cable.

Use a voltmeter to verify that the voltage across the CAN line is 12V DC. If the voltage is not 12V DC, refer to the vehicle maintenance manual for instructions on troubleshooting power supply to the diagnostics port.

The following diagram shows the Molex pinout metering locations 6 and 12:

If you experience continuous battery-related issues, Samsara recommends that you enable battery conservation mode to prolong the life of the battery.

If the LED does not illuminate on the VG, contact Support.

Unplug the gateway and wait approximately 15 minutes for the light to go out completely. 

Reconnect the gateway. After approximately two minutes, verify the status of the LED on the front of the gateway and follow the steps for the corresponding light pattern.

If the issue persists, contact Support.

Place the VG on or near the dash and avoid obstructions such as underground structures, heavily insulated buildings, bridges, and trees.

If the LED is still blinking after two minutes, relocate the VG to an area with better reception.

Perform a hard reboot: Unplug the VG for 15 minutes, then plug it back in and take the vehicle on a short trip.

If the blinking orange LED persists, test a different vehicle gateway in the same location:

Start the vehicle or physically shake the gateway.

Check the status of the LED on the front of the gateway again and follow the steps for the corresponding light pattern.

Deactivate and then re-perform activation steps for the device.

Unplug the gateway. After at least 15 minutes, reconnect the gateway.

Drive the vehicle at speeds above five mph for at least five minutes.

If the device remains suspended, verify your account and billing information are current. Contact Support after you update the billing information or payment method to lift the suspension. This process can take up to 48 hours.

Unplug the gateway and wait at least 4 hours.

Reconnect the gateway. After approximately two minutes, recheck the status of the LED on the front of the gateway and follow the steps for the corresponding light pattern.

If the issue persists, contact Support.