AG24/AG26 Troubleshooting Guide

Note: The AG24 asset gateway has recently been updated to AG26 in the US and Canada. All information regarding AG24 support, installation, functionality, and features applies to AG26. Samsara will continue to provide support and updates to the AG24. AG26 will be available later this year for our customers in Mexico and Europe.

The AG24/26 Asset IoT Gateway is ideal for monitoring dry-van and refrigerated trailers, heavy equipment, and high-value mobile assets.  It features a waterproof and ruggedized enclosure, a variety of sensor and interface accessories, and multiple built-in power options.

Troubleshooting Your AG24/26

In the case that you need to troubleshoot your AG24/26, included below are some steps to take based on the behavior observed. 

Reefer Showing as Unpowered Asset

1. Verify if the reefer is a supported model of Carrier or Thermo King
2. If this is a supported model and still reading incorrectly, please contact support. 

Cannot Remotely Activate Reefer

1. Verify if the reefer is a supported model of Carrier or Thermo King
2.  Confirm that the admin signed in to the Dashboard has the appropriate administrative privileges to access this feature. 
3. Check for corrosion on pins of pigtail. 

Gaps in Asset Trip History

1. Verify the installation.  Please make sure that the blue wire is connected to ABS power (center pin on most trailers). 
2. Complete a Hard Reboot. To complete a Hard Reboot, unplug the cable from the bottom of the AG24/26 and plug it back in immediately. 
3. Test a different AG24/26 or different cable if possible to ensure that the trailer is providing adequate power.

Tethered Asset (Reefer, Dry Van, Powered Asset) Shows as Untethered 

1. Verify the installation. Make sure that the blue wire is connected to ABS power (center pin on most trailers). 
2. Complete a Hard Reboot. To complete a Hard Reboot, unplug the cable from the bottom of the AG24/26 and plug it back in immediately. 
3. Test a different AG24/26 or different cable if possible to ensure that the trailer is providing adequate power.

Fails to Connect to Cellular (Blinking Amber Light) or Failure to Book (Solid Amber Light)

1. Check the AT&T data coverage map to ensure that there is adequate service in the area. 
2. Complete a Hard Reboot. To complete a Hard Reboot, unplug the cable from the bottom of the AG24/26 and plug it back in immediately. 
3. Test a different AG24/26 or different cable if possible to ensure that the trailer is providing adequate power.