Tracker Troubleshooting Guide
The following matrix gives troubleshooting guidance by tracker type. Troubleshooting should be carried out with the Power User, a qualified mechanic, and/or a Tenna tech support representative.
The following tools will be referenced throughout the guide to help you troubleshoot:
- Tracker Offline Reasons in Tracker Details Page
- Notifications (Tracker Health Daily Digest)
- Tracker Insights
Tenna takes safety incredibly seriously. If you ever believe that any Tenna device is causing a safety issue, remove the device and continue to work with our support team on troubleshooting and diagnostics.
TennaBLE
| Issue | Possible Cause & Notification/Offline Reason | Solution |
|---|---|---|
| Incorrect BLE location | Tenna App Not Open | Go to Tenna App on mobile device and login. |
| Phone Bluetooth Turned Off | Go to settings on mobile device and turn on Bluetooth. | |
| Location Permissions on the phone | Ensure location services are enabled for the Tenna app. | |
Dead Battery Notification: Tracker Battery Low |
Contact Tenna Support 888.836.6269 | [email protected] | |
| Damaged Beacon - screwed into steel puck right after welding causing housing to melt | Replace Tracker | |
| Hidden Tracker - Line of sight | Move the BLE beacon closer to the device running the Tenna app (i.e., mobile phone) or move the device closer to the BLE beacon | |
| Bluetooth Scanning is turned OFF in Tenna App settings. | When in the Tenna App, click on your Avatar/Initials. Scroll down and make sure the toggles for Bluetooth Scanning and Bluetooth Background Scanning are turned on (green). |
|
| Lat, Long coordinates are pulling an inaccurate address from Google maps | Contact Tenna Support to troubleshoot. 888.836.6269 | [email protected] |
TennaCAM 2.0 Fleet
| Issue | Possible Cause & Notification/Offline Reason | Solution |
|---|---|---|
| “Camera does not exist” error during installation | The account is not fully set up in Tenna. | Contact Tech Support Support 888.836.6269 | [email protected] |
| “Tracker Not Found” error in the App | It is critical that your new TennaCAM 2.0 is installed in conjunction with the new TennaFLEET II tracker provided within the same shipment. TennaCAM 2.0 is not compatible with old TennaFLEET trackers and therefore will not install correctly. Note that a TennaCAM 2.0 may still connect during installation with an old tracker, but users will receive the “Tracker Not Found” error and the setup will not be complete. |
Re-install with the proper TennaFLEET II tracker found in the same shipment. |
| “No integration record exists for this account” error in the App | No action can be taken on the end user side to troubleshoot this error when installing a TennaCAM 2.0 Fleet device. | Contact Tech Support 888.836.6269 | [email protected] |
| Tracker Installation cannot be Verified in Tenna Online | This error is typically received due to poor cellular connection in the location where your installation is taking place. | Drive your asset to a nearby location with better cellular connectivity and retry. |
| No live feed available during installation | Data on the Tenna app or Tenna platform is lagging behind installation. | Wait 5-10 minutes and proceed once data is available. |
| Bad ground | Check to make sure the ground connection is making good contact. Ensure the ground is a chassis ground and there is no paint or obstruction to the metal. Corroded connections can be cleaned with a wire brush and dielectric grease applied if necessary. |
|
| Bad ignition power source or hooked to constant power | Use a multimeter to probe for a suitable switched ignition source such as an alternator accessory post. Refer to the Tenna installation manual for additional wiring information. |
TennaCAM 2.0 Heavy Equipment
| Issue | Possible Cause & Notification/Offline Reason | Solution |
|---|---|---|
| “Camera does not exist” error during installation | The account is not fully set up in Tenna. | Contact Tech Support Support 888.836.6269 | [email protected] |
| “Tracker Not Found” error in the App | It is critical that your new TennaCAM 2.0 Heavy Equipment is installed in conjunction with the new TennaCANbus tracker provided within the same shipment. TennaCAM 2.0 is not compatible with old TennaCANbus trackers and therefore will not install correctly. Note that a TennaCAM 2.0 may still connect during installation with an old tracker, but users will receive the “Tracker Not Found” error and the setup will not be complete. |
Re-install with the proper TennaCANbus tracker found in the same shipment. |
| “No integration record exists for this account” error in the App | No action can be taken on the end user side to troubleshoot this error when installing a TennaCAM 2.0 Heavy Equipment device. | Contact Tech Support 888.836.6269 | [email protected] |
| Tracker Installation cannot be Verified in Tenna Online | This error is typically received due to poor cellular connection in the location where your installation is taking place. | Drive your asset to a nearby location with better cellular connectivity and retry. |
| No live feed available during installation | Data on the Tenna app or Tenna platform is lagging behind installation. | Wait 5-10 minutes and proceed once data is available. |
| Bad ground | Check to make sure the ground connection is making good contact. Ensure the ground is a chassis ground and there is no paint or obstruction to the metal. Corroded connections can be cleaned with a wire brush and dielectric grease applied if necessary. |
|
| Bad ignition power source or hooked to constant power | Use a multimeter to probe for a suitable switched ignition source such as an alternator accessory post. Refer to the installation manual for additional wiring information. |
TennaCAM 2.0 LED Patterns (applies to TennaCAM 2.0 Fleet and TennaCAM 2.0 Heavy Equipment)
TennaCAM 2.0 is equipped with three status indicators. Upon powering up, the device should go from the “Device Bootup” state to the “Device Ready” state. After the installation, once the device is in the recording state, the device will attempt to connect, indicated by a flashing green LED. Once connected, the green LED will turn solid. The red and yellow LEDs are used for diagnostic and troubleshooting purposes only.
Recording but not connected: Move the asset to an area with better cellular coverage to allow the hardware to connect to Tenna. Review Cellular Coverage FAQ and Troubleshooting.
Use a cellular service map to determine signal strength in your area of troubleshooting.
In some cases, a cell repeater may be used to extend cellular coverage (not sold by Tenna).
Note: Repeaters are intended to be for indoor applications and must be approved by the cellular carrier
Note: You may receive a "Poor or no cellular network coverage" tracker offline reason in this instance.
Non-Serviceable Errors: Contact Tenna Support 888.836.6269 | [email protected]
TennaCAM 2.0 Auxiliary Cameras, Side Cameras, and/or Monitor
| Issue | Possible Cause & Notification/Offline Reason | Solution |
|---|---|---|
| No video feed for installed Auxiliary and/or Side Cameras (but there is a feed for front/rear facing cameras) | If the TennaCAM 2.0 shows a solid yellow light, then the firmware is outdated. | Contact Tenna Support (888.836.6269 | [email protected]) |
| Ensure that Source 3 has been enabled in RoscoLive. | Contact Tenna Support (888.836.6269 | [email protected]) | |
| Ensure the video cables are connected to the appropriate connections. | Review the appropriate TennaCAM 2.0 installation manual to ensure accurate install. | |
| Check the lights on the DV607 Converter Box. Blue and green lights should be illuminated if the system is working properly. |
Review the appropriate installation manual for details. |
|
Source 3 camera feed shows colored bars
|
This issue may be seen when an auxiliary camera is not properly connected to the multiplexer box. | Review the appropriate installation manual to ensure the camera cable connectors are properly and fully installed into the multiplexer. |
| Auxiliary Camera feed cycles on and off | Ensure that the correct security cover is installed on the TennaCAM 2.0. The old security cover may result in the camera cable not staying plugged in securely.
|
A new security cover was included in your installation kit. If you do not have one, contact Tenna Support (888.836.6269 | [email protected]) |
| Auxiliary Camera feeds are upside down or sideways | Check the cameras to ensure they are installed right side up. | The Auxiliary Camera should have the small hole at the bottom of the camera.
|
Side Camera feeds are upside down or sideways Note: Side Cameras are only installed with TennaCAM 2.0 Fleet systems |
Check the cameras to ensure they are installed right side up. | The arrows should face up on the side cameras.
|
I see static/snow on my Source 3 video feed. This can apply to Auxiliary or Side Cameras in fleet or heavy equipment systems. |
Long cable rungs and exposed wiring may cause static/snow on the video displayed in Tenna. | Make sure that all the cable connections are properly engaged and that they are not being handicapped by open/frayed wires. |
TennaCANbus
| Issue | Possible Cause & Notification/Offline Reason | Solution |
|---|---|---|
| Any / All Cases | Unsure | Eliminate the issue being Tracker malfunction by plugging it into an asset that is working. See if the tracker comes online. |
Tracker Offline Tenna has not heard from your tracker in 48 hours |
Incorrect Adapter | Be sure to use the correct adapter based on the Make, Model, and Year of the asset. If unsure, consult with the Tech Support team (888.836.6269 | [email protected]). |
Asset Battery is Dead or Disconnected Notification: Asset Battery Low |
Test the asset battery with a multimeter. Charge/replace if needed. If physical access is not an option, check Tracker Insights to determine if asset battery needs to be charged/replaced. Verify that all tracker connections are proper after the asset battery is charged/replaced. |
|
Unplugged Tracker Notification / Offline Reason(s):
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Check to ensure the adapter is fully seated in the Data Link Connector (DLC) port. Ensure that the adapter used is an OEM Tenna cable. Verify that the tracker harness is fully seated in the tracker and the Tenna adapter. Check the DLC port for proper fit/installation and corrosion. If corrosion is seen, clean with a wire brush and appropriate electronics safe solvent, then plug the tracker/adapter back in and run a test cycle. Check the port to make sure there are no bent or missing contacts. Verify that the tracker/adapter is properly fastened, if needed, to avoid random disconnections. |
|
Battery Disconnect Switch Battery disconnects that cut power to the ECU/ECM will cut power to the TennaCANbus tracker. |
Ensure that the red wire is connected directly to the asset battery and the fuse is good. | |
| Damaged Tracker | Unplug the tracker and verify there is no damage visually. Check and make sure there are no missing / bent pins on the tracker. Inspect the adapter and tracker used to make sure that there is no damage to them. Ensure wires are securely zip tied and out of the way of the operator’s safe use of the asset. |
|
| Diagnostic Port has no power | Replace blown fuse. Verify that a battery disconnect switch is not disallowing power at the port. |
|
Surrounded / Hidden Tracker Causing Signal Loss Notification: Poor or No Cellular Network Coverage |
Move the tracker to an area that is not obstructed. Ensure the device is not tucked in or surrounded by thick metal. Secure the device in the preferred location using zip ties. Maintaining an unblocked, open view to the sky is the ideal condition for a tracker to have access to good signal quality. |
|
False Location Important! GPS and Cellular data points are collected independently of one another. |
Tracker is mounted against metal | Ensure the tracker is not mounted right against metal such as a firewall under the dashboard. |
New tracker or tracker that has been stored inside a shop Trackers may have trouble acquiring a valid GPS Lock if brand new or stored inside a shop or garage. |
Move the asset to a location with a clear view of the sky. Run a 5-10 minute cycle. Check the Tracker Verification page in Tenna to ensure GPS Lock has been established. If not, run another 5-10 minute cycle. |
|
| Tracker Sending Stored Information | The tracker will store and forward messages if cellular coverage is lost. Upon entry to cell coverage the device will update available stored information to Tenna. Tenna will infer a trip based on data available. Note: There is a limited number of stored messages. View Cellular Coverage FAQ and Troubleshooting for more information. |
|
| Bad Ground | Ensure the vehicle system is grounded to a good and clean chassis ground location. Ensure that the tracker is properly grounded to the negative terminal of the battery. |
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| Trip start or end point is inaccurate. Lat, Long coordinates are pulling an inaccurate address from Google maps | Contact Tenna Support to troubleshoot. 888.836.6269 | [email protected] | |
| Online Hour/Mile Reading Does Not Match Actual Asset Reading | Various Reasons | Review Hour or Miles Discrepancies Troubleshooting for more information. |
TennaFLEET
| Issue | Possible Cause & Notification/Offline Reason | Solution |
|---|---|---|
| Any / All Possible Issues | Unsure | Rule out the issue being the Tracker by plugging it into an asset that is working. See if the tracker comes online. |
Tracker Offline Tenna has not heard from your tracker in 48 hours |
Asset Battery is Dead or Disconnected Notification: Asset with Low Battery |
Test the asset battery with a multimeter. Charge/replace if needed. If physical access is not an option, check Tracker Insights to determine if asset battery needs to be charged/replaced. Verify that all tracker connections are proper after the asset battery is charged/replaced. |
Unplugged Tracker Notification / Offline Reason:
|
Check to ensure the tracker is fully seated in the OBD port. If a Y or adapter cable is used, ensure it is an OEM Tenna cable. Check the port for corrosion. If corrosion is seen, clean with a wire brush and appropriate electronics safe solvent, then plug the tracker back in and run a test cycle. Check the port to make sure there are no bent or missing contacts. Verify that the tracker is properly fastened, if needed, to avoid random disconnections. |
|
Battery Disconnect Switch Battery disconnects that cut power to the ECU/ECM will cut power to the TennaCANbus FLEET tracker. |
Ensure that the battery disconnect switch is in the ON position (and that power is provided to the tracker). | |
| Damaged Tracker | Unplug the tracker and verify there is no damage visually. Check and make sure there are no missing / bent pins on the tracker. Inspect the Y or adapter cable if used. Ensure wires are securely zip tied and out of the way of the operator’s safe use of the asset. |
|
| Diagnostic Port has no power | Replace blown fuse. Verify that a battery disconnect switch is not disallowing power at the port. |
|
Surrounded / Hidden Tracker Causing Signal Loss Notification: Poor or No Cellular Network Coverage |
Move the tracker to an area that is not obstructed. Ensure the device is not tucked in or surrounded by thick metal. Secure the device in the preferred location using zip ties. Maintaining an unblocked, open view to the sky is the ideal condition for a tracker to have access to good signal quality. |
|
False Location Important! GPS and Cellular data points are collected independently of one another. |
Tracker is mounted against metal | Ensure the tracker is not mounted right against metal such as a firewall under the dashboard. |
New tracker or tracker that has been stored inside a shop Trackers may have trouble acquiring a valid GPS Lock if brand new or stored inside a shop or garage. |
Move the asset to a location with a clear view of the sky. Run a 5-10 minute cycle. Check the Tracker Verification page in Tenna to ensure GPS Lock has been established. If not, run another 5-10 minute cycle. |
|
| Tracker Sending Stored Information | The tracker will store and forward messages if cellular coverage is lost. Upon entry to cell coverage the device will update available stored information to Tenna. Tenna will infer a trip based on data available. Note: There is a limited number of stored messages. View Cellular Coverage FAQ and Troubleshooting for more information. |
|
| Bad Ground | Ensure the vehicle system is grounded to a good and clean chassis ground location. | |
| Trip start or end point is inaccurate. Lat, Long coordinates are pulling an inaccurate address from Google maps | Contact Tenna Support to troubleshoot. 888.836.6269 | [email protected] | |
| Online Hour/Mile Reading Does Not Match Actual Asset Reading | Various Reasons | Review Hour or Miles Discrepancies Troubleshooting for more information. |
| Why can't I verify my Tracker | Tracker is wired to the alternator | Wire tracker to the ignition. This may look "correctly wired" but it won't supply the necessary voltage for the tracker to work correctly. Utilize TennaTEST to ensure this is wired in the correct place. |
TennaFLEET LED Behavior
Below are the typical LED light sequences shown on the TennaFLEET that could indicate troubleshooting issues.
TennaMINI 2.0 Plug-In Solar
| Issue | Possible Cause & Notification/Offline Reason | Solution |
|---|---|---|
| Any / All Possible Issues | Unsure | Rule out the issue being the Tracker by plugging it into an asset that is working. See if the tracker comes online. |
Tracker Offline Tenna has not heard from your tracker in 48 hours |
Unplugged Tracker Notification / Offline Reason:
|
Check to ensure all connections are correct. Check fuses to ensure both the White and Red wire have an intact 3-amp fuse. Check wiring for correct connections using a multimeter or a TennaTEST device. Make sure that the battery voltage provided to the tracker is proper for a 12V or 24V battery. |
Battery Disconnect Switch Offline Reason: Installation/Wiring Issue |
Ensure that the tracker power wire as well as the ground are not connected downstream of a battery disconnect. | |
Damaged Connector Pins Offline Reason: Possible Device Malfunction |
Be gentle when installing and do not force a connector. If it’s hard to connect it’s probably not lined up. Contact Tenna Support 888.836.6269 | [email protected] |
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Damaged Tracker Offline Reason: Possible Device Malfunction |
Visually inspect the tracker and wiring for damage. Contact Tenna Support 888.836.6269 | [email protected] |
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Surrounded / Hidden Tracker Causing Signal Loss Offline Reason: Poor or No Cellular Network Coverage |
Ensure the tracker is not surrounded by metal. Ensure a clear view of the sky for optimal cellular and GPS signal quality. |
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Bad Wiring Mis-matched wiring connectors Offline Reason: Installation/Wiring Issue |
Ensure wiring is done correctly – see installation manual steps for details. White to white, black to black |
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Connecting to a voltage source lower than 6V or that fluctuates under 6V Offline Reason: Installation/Wiring Issue |
Make sure to connect to a proper 12V or 24V power source. | |
Internal tracker Battery is dead Notification: Tracker Battery Low |
Check Tracker Insights for last battery voltage (should be >3.5V). Run the asset or expose the tracker to full sunlight to charge the tracker battery. |
|
False Location Important! GPS and Cellular data points are collected independently of one another. |
Tracker is mounted against metal | Ensure the tracker is not mounted right against metal such as a firewall under the dashboard. |
New tracker or tracker that has been stored inside a shop Trackers may have trouble acquiring a valid GPS Lock if brand new or stored inside a shop or garage. |
Move the asset to a location with a clear view of the sky. Run a 5-10 minute cycle. Check the Tracker Verification page in Tenna to ensure GPS Lock has been established. If not, run another 5-10 minute cycle. |
|
| Tracker Sending Stored Information | The tracker will store and forward messages if cellular coverage is lost. Upon entry to cell coverage the device will update available stored information to Tenna. Tenna will infer a trip based on data available. Note: There is a limited number of stored messages. View Cellular Coverage FAQ and Troubleshooting for more information. |
|
| Lat, Long coordinates are pulling an inaccurate address from Google maps | Contact Tenna Support 888.836.6269 | [email protected] | |
| Online Hours Reading Does Not Match Actual Asset Reading | Various Reasons | Review Hour or Miles Discrepancies Troubleshooting for more information. |
| Why Can't I Verify my Tracker | Tracker is wired to the alternator | Wire tracker to the ignition. This may look "correctly wired" but it won't supply the necessary voltage for the tracker to work correctly. Utilize TennaTEST to ensure this is wired in the correct place. |
| Asset's utilization data is inaccurate | Bad Ground or "floating" Ground | Move the tracker's ground wire off of the battery and connect to the chassis. |
TennaMINI Battery
| Issue | Possible Cause & Notification/Offline Reason | Solution |
|---|---|---|
Tracker Offline Tenna has not heard from your tracker in 48 hours |
Damaged Tracker Offline Reason: Possible device malfunction |
Check the tracker and verify there is no damage visually. If there is physical damage, contact your Account Manager. |
Surrounded / Hidden Tracker Causing Signal Loss Offline Reason: Poor or No Cellular Network Coverage |
Move the tracker to an area that is less obstructed. Ensure the device is not tucked in and surrounded by thick metal. Secure the device in the preferred location using zip ties. |
|
Bad cell coverage Offline Reason: Poor or No Cellular Network Coverage |
Move the asset to an area with good cellular coverage to allow the hardware to connect to Tenna. Use a cellular service map to determine signal strength in your area of troubleshooting. In some cases, a cell repeater may be used to extend cellular coverage (not sold by Tenna). Note: Repeaters are intended to be for indoor applications and must be approved by the cellular carrier Review Cellular Coverage FAQ and Troubleshooting for more information. |
|
Battery is dead Notification: Tracker Battery Low |
Check Tenna Insights for last tracker battery voltage (should be > 3.5V). | |
False Location Important! GPS and Cellular data points are collected independently of one another. |
Being Mounted Against Metal | Ensure the tracker is mounted with a clear unobstructed view of the sky. |
New tracker or tracker that has been stored inside of shop Trackers may have trouble acquiring a valid GPS if stored inside (under a roof) a shop or garage. |
Move assets to an open location to acquire a signal. | |
| Lat, Long coordinates are pulling an inaccurate address from Google maps | Contact Tenna Support 888.836.6269 | [email protected] |
TennaMINI Solar
| Issue | Possible Cause & Notification/Offline Reason | Solution |
|---|---|---|
Tracker Offline Tenna has not heard from your tracker in 48 hours |
Shake and shine not performed | Ensure to remove sticker covering the light sensor and perform “shake and shine” |
Damaged Tracker Offline Reason: Possible device malfunction |
Check the tracker and verify there is no damage visually. If there is physical damage, contact your Account Manager. |
|
Surrounded / Hidden Tracker Causing Signal Loss Offline Reason: Poor or No Cellular Network Coverage |
Move the tracker to an area that is not obstructed. Ensure the device is not tucked in and surrounded by thick metal. Secure the device in the preferred location using zip ties. |
|
Bad cell coverage Offline Reason: Poor or No Cellular Network Coverage |
Move the asset to an area with good cellular coverage to allow the hardware to connect to Tenna. Use a cellular service map to determine signal strength in your area of troubleshooting. In some cases, a cell repeater may be used to extend cellular coverage (not sold by Tenna). Note: Repeaters are intended to be for indoor applications and must be approved by the cellular carrier Review Cellular Coverage FAQ and Troubleshooting for more information. |
|
| False Location | Being Mounted Against Metal This affects GPS lock |
Ensure the tracker is mounted with a clear unobstructed view of the sky. |
New tracker or tracker that has been stored inside of shop Trackers may have trouble acquiring a valid GPS if stored inside (under a roof) a shop or garage. |
Move assets to an open location to acquire a signal. | |
Battery is dead Trackers sitting in inventory (not installed onto an asset) may cause dead battery Notification: Tracker Battery Low |
Check Tenna Insights for last tracker battery voltage (should be > 3.5V) | |
| Lat, Long coordinates are pulling an inaccurate address from Google maps | Contact Tenna Support 888.836.6269 | [email protected] |
TennaQR
| Issue | Possible Cause | Solution |
|---|---|---|
| QR will not scan | QR Damage NOTE: The QR will still work with scratches and small imperfect segments. |
Inspect the QR to ensure there is not a significant amount of damage. Ensure the QR is not covered or obstructed. |
| Inaccurate location | Lat, Long coordinates are pulling an inaccurate address from Google maps | Contact Tenna Support 888.836.6269 | [email protected] |