If you experience unexpected gateway behavior or if you observe an error on the asset details (Overview ( 
)> Assets > Vehicles), first, ensure you have followed the instructions to activate and install your vehicle gateway. If the issue persists, follow the troubleshooting steps for symptom observed below:
 |
Use the following workflow for the observed VG LED behavior if the Samsara dashboard reports the VG as Prolonged Offline, Temporarily Offline, Unplugged, Low Vehicle Battery or Requires Investigation.
Status: VG is not receiving power from the vehicle.
-
Verify that the cable connections are secure between the VG and the diagnostic port.
-
Confirm you are installing the VG using the appropriate cable. To view cable compatibility, reference the Vehicle Gateway (VG) Cable Matrix.
-
Confirm the vehicle battery has charge. Jump-start 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 diagrams show the Molex pinout metering locations for the VG34 and VG54
VG34 Molex pinout (metering locations 6 and 12)
VG54 Molex pinout (metering locations 4 and 16) and 8-pin pinout for digital I/O accessories
-
If you experience continuous battery-related issues, Samsara recommends that you enable Vehicle Battery Conservation to prolong the life of the battery and inspect any connected third-party devices for a potential battery drain.
-
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.
Use the following workflow if the Samsara dashboard reports the VG as Suspended or Gateway Suspended.
-
Deactivate the gateway and then re-perform the device activation 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.
Use the following workflow for any of these issues observed:
LED State: Solid green
-
Gateway fails to report location
-
Reporting as
Weak GPS Signal
-
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.
Use the following workflow for any of these issues observed:
-
Odometer not updating
-
Fluctuating odometer values
-
Stale engine hours
-
Samsara dashboard does not display vehicle diagnostic data
-
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.
-
Verify that the cable connections between the VG and the diagnostic port are secure.
-
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.
-
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.
-
Check that that VIN and cable code on the cable shrink tubing (for example, CBL-VG-XXXXX) matches the installation documentation provided with your purchase order.
-
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.
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. Diagnostics can be limited for some vehicles depending on the make, model, or year.
If you do not know the device issue details, but have access to the device, observe the LED state and perform the corresponding workflow:
Status: VG is not receiving power from the vehicle.
-
Verify that the cable connections are secure between the VG and the diagnostic port.
-
Confirm you are installing the VG using the appropriate cable. To view cable compatibility, reference the Vehicle Gateway (VG) Cable Matrix.
-
Confirm the vehicle battery has charge. Jump-start 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 diagrams show the Molex pinout metering locations for the VG34 and VG54
VG34 Molex pinout (metering locations 6 and 12)
VG54 Molex pinout (metering locations 4 and 16) and 8-pin pinout for digital I/O accessories
-
If you experience continuous battery-related issues, Samsara recommends that you enable Vehicle Battery Conservation to prolong the life of the battery and inspect any connected third-party devices for a potential battery drain.
-
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.
Comments
0 comments
Please sign in to leave a comment.