Tracker Troubleshooting Guide

The following 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:

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.

Troubleshooting by Tracker Type

Troubleshooting by Tracker Type

TennaBLE (Beacon | Steel Puck | RT1)

Tracker is reporting a false location

If the tracker is online but the location reporting in Tenna does not match the physical location of the asset.

Possible Causes:

  • Tenna App is not open or logged in
    • Solution: Ensure users within range of the BLE beacon (within 300 feet) have the Tenna App installed and logged in on their mobile device
  • Tracker is not within the user’s line of sight (300 feet)
    • Solution: A user with the Tenna App installed and logged in must pass by the BLE beacon within 300 feet to pick up location.
  • Disabled mobile device settings
    • Solution: Ensure users within range of the BLE beacon (within 300 feet) have Bluetooth and Location Services enabled in the settings on their mobile device
  • Disabled settings in Tenna App
    • Solution: Login to the Tenna App and select your Avatar/Initials on the home screen. Scroll down and ensure that both Bluetooth Scanning and Bluetooth Background Scanning are enabled (green).
  • Tracker’s battery is dead
    • Notification: “Tracker Battery Low”
    • Solution: Navigate to the Tracker Details Page for the tracker to check the Tracker Battery Voltage. If low, contact Tenna Support at 888.836.6269 or [email protected]
  • Damaged Beacon
    • Solution: Inspect the tracker and note any damage. If physically damaged, contact Tenna to replace the tracker.
  • Data (lat, long coordinates) are registering an inaccurate address from Google Maps
    • Solution: Occasionally, the lat, long coordinates reported to Tenna will pull an inaccurate address from Google Maps. Contact Tenna at 888.836.6269 or [email protected] to troubleshoot further.

TennaCAM 2.0 (Fleet | Heavy Equipment)

No live feed available during installation

Possible Causes:

  • Data is lagging in Tenna.
    • Solution: Wait 5-10 minutes for the Tenna App to catch up.
  • Bad Ground
    • Solution(s):
      • 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
    • Solution(s):
      • 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.

"Camera does not exist" error during installation.

Possible Cause:

  • The account is not fully set up in Tenna.

"Tracker Not Found" error in the Tenna App

Possible Cause:

  • The TennaCAM 2.0 must be installed with the TennaFLEET II or TennaCANbus tracker that was provided in the same shipment.
    • Solution: Ensure the camera has been paired with the correct tracker.

"No integration record exists for this account" error in the Tenna App

    • Solution: Nothing can be done on the user side for this error. Contact Tenna at 888.836.6269 or [email protected]

Catastrophic Failure

Possible Cause:

  • Accident or catastrophic damage to the asset, resulting in damage to the camera.
  • Solution: Contact Tenna at 888.836.6269 or [email protected]

Tracker installation cannot be verified in Tenna Online

Possible Cause:

  • This error is typically received due to poor cellular connection in the location where your installation is taking place.
    • Solution: Drive your asset to a nearby location with better cellular connectivity and retry.

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)

No video feed for installed Auxiliary and/or Side Cameras (but there is a feed for front/rear facing cameras)

Possible Causes:

  • The camera is wired incorrectly.
    • Diagnose: Check the lights on the DV607 Converter Box (likely installed under the dash board or in cab). Blue and green lights should be illuminated if the system is working properly.
    • Solution(s):
      • If the DV607 does not show a green light, first check the fuse in the power harness to the DV607. Second, check that the relay is wired properly and the relay itself is working correctly.
      • If the DV607 does not show a blue light, check the routing for the correct connections on all the video cables going to the cameras.
      • Review the TennaCAM 2.0 installation manuals to review other potential wiring issues.
  • The firmware is outdated.
    • Diagnose: If the TennaCAM 2.0 dash camera shows a solid yellow light, then the firmware may be outdated/updating.
    • Solution:
      • Wait a few minutes to see if the firmware updates.
      • If not, contact Tenna Support at 888.836.6269 or [email protected].
  • Source 3 is disabled.
    • Solution: Contact Tenna Support at 888.836.6269 or [email protected] to ensure Source 3 has been enabled on the backend.

Source 3 camera feed shows colored bars.

Possible Cause:

  • The Aux Camera is not wired correctly to the Multiplexer Box.
    • Solution: Review the appropriate installation manual to ensure the camera cable connectors are properly and fully installed into the multiplexer.

Auxiliary camera feed turns on and off

Possible Cause:

  • An old, incorrect security cover is installed on the TennaCAM 2.0 dash camera.
    • Solution: 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 feed is upside down or sideways .

Possible Cause:

  • The camera is installed incorrectly.
    • Solution: Ensure the aux camera's microphone hole should be at the bottom of the camera.

Side Camera feeds are upside down or sideways.

Possible Cause:

  • The camera is installed incorrectly.
    • Solution: Ensure the arrow on each side camera is facing up.

There is static/snow on the Source 3 video feed.

This can apply to Auxiliary or Side Cameras in fleet or heavy equipment systems.

Possible Cause:

  • Long cable runs and exposed wiring can cause static on the feed.
    • Solution(s):
      • Secure long extension cables.
      • Make sure that all the cable connections are properly engaged and that they are not being handicapped by open/frayed wires.

The Auxiliary Monitor stays powered on 24/7.

After the installation of the in-cab monitor and powered on for the first time the camera should now power on and off with the ignition.

Possible Cause:

Source 3 camera feed shows blue screen.

Possible Cause:

  • TennaCAM 2.0 (DV6) needs to be rebooted.
    • Solution:
      • Turn the asset’s ignition off.
      • Remove the security panel from the TennaCAM 2.0 (DV6) using a torx wrench.
      • Unplug the white connector. Wait 10 seconds.
      • Re-connect the white connector.
      • Restart the asset’s ignition.
      • Wait until the TennaCAM 2.0 (DV6) green LED glows steadily.
      • Check the TennaCAM 2.0 Auxiliary Camera feed in Tenna again.
      • If you still see a blue screen, check that all other connections are secure and reboot again.

TennaCANbus

Tracker is offline (Tenna has not heard from your Tracker in 48 hours)

Possible Causes:

  • Incorrect adapter
    • Solution: Ensure that you received the correct adaptor based on the Make, Model, and Year of the asset. If unsure, consult with the Tech Support team (888.836.6269 | [email protected]). Be sure to note the year, make and model of the equipment.
  • Asset battery is dead or disconnected
    • Notification: “Asset Battery Low”
    • Solution(s):
      • Test the asset battery with a multimeter. Charge/replace if needed.
      • If physical access is not an option, check Tracker Insights in Tenna to view the Assets Battery Voltage and determine if asset battery needs to be charged/replaced.
      • Verify that all tracker connections are properly seated after the asset battery is charged/replaced.
  • Tracker is unplugged
    • Notification: “Tracker Unplugged”
    • Offline Reason: “Tampering”
    • Solution(s):
      • Ensure that the tracker harness’ red and black wires are connected directly to the asset’s battery and that the fuse is good. View TennaCANbus Installation Instructions for more information.
      • Check the adapter to tracker harness to tracker connections.
        • Ensure that each connection is fully seated.
        • Ensure that there are no bent or missing contacts.
  • Tracker is wired to the battery disconnect switch.
  • Tracker is damaged
    • Solution(s):
      • Unplug the tracker and verify there is no damage to the tracker.
      • Check the connections for damage (like missing or bent pins on the tracker’s harness or adapter).
      • Ensure wires are securely zip tied and out of the way.
      • Ensure the Y-cable’s locking collar is engaged.
  • Poor cellular coverage because the tracker is hidden or surrounded by metal
    • Offline Reason: “Poor or no cellular network coverage”
    • Solution(s):
      • Ensure that the tracker is not obstructed or tucked in/under an area surrounded by thick metal. Maintaining an unblocked, open view to the sky is the ideal condition for a tracker to have access to good signal quality.

Tracker is reporting a false location

If the tracker is online but the location reporting in Tenna does not match the physical location of the asset.

Possible Causes:

  • Tracker is mounted against metal
    • Solution: Ensure that the tracker is not obstructed or tucked against/in/under an area surrounded by thick metal. Maintaining an unblocked, open view to the sky is the ideal condition for a tracker to have access to good signal quality.
  • Tracker is brand new or has been stored inside
    • Solution(s):
      • Move the asset to a location with a clear view of the sky.
      • Run a 5-10 minute cycle.
      • Check the Tracker Verification or Tracker Insights page to ensure an adequate GPS Lock has been established. This can take up to 15 minutes.
      • If GPS Lock is still inadequate, run another cycle and re-check.
  • Tracker is sending stored information
    • Solution(s):
      • 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.
      • View Cellular Coverage FAQ and Troubleshooting for more information.
  • Bad ground
    • Solution(s):
      • 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.
      • View TennaCANbus Installation Instructions for more information.
  • Data (lat, long coordinates) are registering an inaccurate address from Google Maps
    • Solution: Occasionally, the lat, long coordinates reported to Tenna will pull an inaccurate address from Google Maps. Contact Tenna at 888.836.6269 or [email protected] to troubleshoot further.

Tenna’s Current Hour value does not match the asset’s hour meter reading

Possible Causes:

  • The asset’s hour meter is damaged
    • Solution(s):
      • Replace the asset’s damaged hour meter
      • The ECU may be updated with help from the asset’s manufacturer
  • Tenna is reading the asset’s ECU
    • Solution: TennaCANbus trackers can read hours and miles directly from the ECU if supported by the equipment. This can sometimes be a different value than is displayed on the dash for various reasons. Tenna gives the user the ability to use ECU data or manually override in the asset settings in Tenna.
  • Incorrect initial miles input during install
    • Solution: View the asset’s log of manual updates to diagnose. Edit the asset and enter the correct mileage.
  • Bad cell coverage
  • Damaged Wiring:
    • Solution(s):
      • Check the connections for damage (like missing or bent pins on the tracker’s harness or adapter).
      • Ensure wires are securely zip tied and out of the way.
      • Ensure the Y-cable’s locking collar is engaged.
  • Server is down
    • Solution(s):
      • In the event of an outage for Tenna, customers will be alert via email and login message.
      • Contact Tenna Support 888.836.6269 | [email protected]

TennaFLEET

Tracker is offline (Tenna has not heard from your Tracker in 48 hours)

Possible Causes:

  • Asset battery is dead or disconnected
    • Notification: “Asset Battery Low”
    • Solution(s):
      • Test the asset battery with a multimeter. Charge/replace if needed.
      • If physical access is not an option, check Tracker Insights in Tenna to determine if asset battery needs to be charged/replaced.
      • Verify that all tracker connections are properly seated after the asset battery is charged/replaced.
  • Tracker is unplugged
    • Notification: “Tracker Unplugged”
    • Offline Reason: “Tampering”
    • Solution(s):
      • 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.
  • Tracker is wired to the battery disconnect switch and/or DLC has no power
    • Diagnose:
      • Check the LED lights on the side of the tracker. If there are no LED lights, then the tracker is not receiving power.
    • Solution(s):
      • Ensure that the battery disconnect switch is in the ON position (and that power is provided to the tracker).
      • Check for a blown fuse.
  • Tracker is damaged
    • Solution(s):
      • Unplug the tracker and verify there is no damage (like missing or bent pins).
      • Inspect the Y or adapter cable if used.
      • Ensure wires are securely zip tied and out of the way.
  • Poor cellular coverage
    • Offline Reason: “Poor or no cellular network coverage”
    • Diagnose:
      • Check the LED lights on the side of the tracker. If there is a cellular signal issue, the tracker may blink a red light twice in a series.
      • Check the Tracker Insights for Cellular Signal Strength. Poor cellular signal (red in Tracker Insights) can disable or disrupt communication between the tracker and Tenna, meaning it may not display the most up to date information.
    • Solution(s):

Tracker is reporting a false location

If the tracker is online but the location reporting in Tenna does not match the physical location of the asset.

Possible Causes:

  • Tracker is mounted against metal
    • Diagnose:
      • Check the LED lights on the side of the tracker. The tracker may blink red if mounted against metal and causing a Bluetooth, cellular or GPS error.
    • Solution: Ensure the tracker is not mounted right against metal (such as a firewall under the dashboard).
  • Tracker is brand new or has been stored inside
    • Solution(s):
      • Move the asset to a location with a clear view of the sky.
      • Run a 5-10 minute cycle.
      • Check the Tracker Verification or Tracker Insights page to ensure an adequate GPS Lock has been established. This can take up to 15 minutes.
      • If GPS Lock is still inadequate, run another cycle and re-check.
  • Tracker is sending stored information
    • Diagnose:
      • Check the LED lights on the side of the tracker. If there is a cellular signal issue, the tracker may blink a red light twice in a series.
      • Check the Tracker Insights for Cellular Signal Strength.
    • Solution(s):
      • 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.
      • View Cellular Coverage FAQ and Troubleshooting for more information.
  • Bad ground
    • Solution(s):
      • Ensure the vehicle system is grounded to a good and clean chassis ground location.
  • Data (lat, long coordinates) are registering an inaccurate address from Google Maps
    • Solution: Occasionally, the lat, long coordinates reported to Tenna will pull an inaccurate address from Google Maps. Contact Tenna at 888.836.6269 or [email protected] to troubleshoot further.

Tenna’s Current Miles value does not match the asset’s odometer reading

Possible Causes:

  • The asset’s hour meter is damaged
    • Solution(s):
      • Replace the asset’s damaged hour meter
      • The ECU may be updated with help from the asset’s manufacturer
  • Tenna is reading the asset’s ECU
    • Solution: TennaFLEET trackers can read hours and miles directly from the ECU if supported by the equipment. This can sometimes be a different value than is displayed on the dash for various reasons. Tenna gives the user the ability to use ECU data or manually override in the asset settings in Tenna.
  • Incorrect initial miles input during install
    • Solution: View the asset’s log of manual updates to diagnose. Edit the asset and enter the correct mileage.
  • Bad cell coverage
  • Damaged Alternator:
    • Solution: Ensure the asset’s alternator is in full working order if used as a connection point for switched ignition. The post on the alternator should measure 12-24 V when the asset is in a running condition:
      • In 12 volt systems, it should read over 13 volts while running.
      • In 24 volt systems, it should read over 26 volts while running.
  • Damaged Wiring:
    • Solution(s):
      • Check the connections for damage (like missing or bent pins on the tracker’s harness or adapter).
      • Ensure wires are securely zip tied and out of the way.
      • Ensure the Y-cable's locking collar is engaged.
  • Server is down
    • Solution(s):
      • In the event of an outage for Tenna, customers will be alert via email and login message.
      • Contact Tenna Support 888.836.6269 | [email protected]

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 | Plug-In Solar | Plug-In)

TennaINTEL P1

Tracker is offline (Tenna has not heard from your tracker in 48 hours)

Possible Causes:

  • Tracker is unplugged or wired incorrectly
    • Notification: “Tracker Unplugged”
    • Offline Reason: “Tampering” or “Installation/Wiring Issue”
    • Solution(s):
      • Check to ensure all connections are correct as established in the Installation Manual.
      • Ensure that the tracker’s power and ground wires are not connected downstream from the battery disconnect switch. Instead, wire directly to the alternator or a fuse panel. View the Installation Manual for your tracker to learn more.
      • Check all in-line fuses to ensure they are good and intact.
      • Check wiring for correct connections using a multimeter or a TennaTEST device. Ensure that the battery voltage provided to the tracker is accurate for your 12V or 24V battery.
      • View Best Practice for Connecting a Tracker to Battery Power for more information.
  • Poor cellular coverage
  • Tracker is damaged
    • Offline Reason: Possible Device Malfunction
    • Solution(s):
      • Inspect the tracker and tracker wires for any damage.
      • If damaged, contact Tenna Support 888.836.6269 | [email protected].
  • Internal Tracker Battery is Low/Dead
    • This can occur if the asset has been parked (not run or inside a shop/out of sunlight) for long periods of time.
    • Diagnose: Check Tracker Insights for Tracker Battery Voltage.
    • Solution: Run the asset or expose the tracker to full sunlight to charge the battery.

Tracker is reporting a false location

If the tracker is online but the location reporting in Tenna does not match the physical location of the asset.

Possible Causes:

  • Tracker is mounted against metal
    • Solution: Ensure the tracker is not mounted on the underside of the equipment or surrounded by a metal enclosure.
  • Tracker is brand new or has been stored inside
    • Diagnose: Check the Tracker Insights for GPS Lock.
    • Solution(s):
      • Move the asset to a location with a clear view of the sky.
      • Run a 5-10 minute cycle.
      • Check the Tracker Verification or Tracker Insights page to ensure an adequate GPS Lock has been established. This can take up to 15 minutes.
      • If GPS Lock is still inadequate, run another cycle and re-check.
  • Tracker is sending stored information
    • Diagnose: Check the Tracker Insights for Cellular Signal Strength.
    • Solution(s):
      • 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.
      • View Cellular Coverage FAQ and Troubleshooting for more information.
  • Bad ground
    • Solution: Ensure the vehicle system is grounded to a good and clean chassis ground location.

Tenna’s Current Hour value does not match the asset’s hour meter reading

Possible Causes:

  • The asset’s hour meter is damaged
    • Solution(s):
      • Replace the asset’s damaged hour meter
      • The ECU may be updated with help from the asset’s manufacturer
  • Incorrect initial miles input during install
    • Solution: View the asset’s log of manual updates to diagnose. Edit the asset and enter the correct mileage.
  • Bad cell coverage
  • Blown Fuse
    • Solution(s):
      • Ensure that any inline fuses are good and intact.
      • If an add-a-fuse kit was used, ensure the butt splices are still intact.
  • Incorrect Wiring
    • Diagnose:
      • Use a multimeter or TennaTEST device to ensure the ground and ignition wires are not connected to a constant power source.
      • You may also notice that a trip/cycle in Tenna will not end.
    • Solution: Re-wire the ignition cable to a switched power source (like the alternator). View Best Practice for Connecting a Tracker to Battery Power for more information.
  • Server is down
    • Solution(s):
      • In the event of an outage for Tenna, customers will be alert via email and login message.
      • Contact Tenna Support 888.836.6269 | [email protected]

TennaMINI (2.0 Solar | Solar)

TennaINTEL S1

Tracker is offline (Tenna has not heard from your tracker in 48 hours)

Possible Causes:

  • “Shake and Shine” tracker activation was not performed before installation
    • Ensure that the sticker covering the light sensor on the front of the tracker was removed.
    • During installation, it is recommended to shake the tracker 2-3 times and hold up to direct sunlight to activate the tracker.
    • Solution:
      • Remove the tracker and shake 2-3 times. Then, hold up to the sunlight for 30 seconds. Refer to the Installation Manual for more information.
  • Poor cellular coverage
  • Tracker cannot access sunlight
    • Offline Reason: “Poor or no cellular network coverage”
    • Diagnose:
      • Check Tracker Insights for Tracker Battery Voltage.
      • Ensure the tracker is not installed under the asset or in an enclosed cabinet. The tracker needs access to sunlight in order to charge and function.
    • Solution:
      • Move the tracker to a better installation location.
      • Move the asset to an area with better sky visibility.
  • Tracker is damaged
    • Offline Reason: Possible Device Malfunction
    • Solution(s):
      • Inspect the tracker and tracker wires for any damage.
      • If damaged, contact Tenna Support 888.836.6269 | [email protected].

Tracker is reporting a false location

If the tracker is online but the location reporting in Tenna does not match the physical location of the asset.

Possible Causes:

  • Tracker is mounted against metal
    • Diagnose:
    • Solution: Ensure the tracker is not mounted on the underside of the equipment or surrounded by a metal enclosure.
  • Tracker is brand new or has been stored inside
    • Diagnose:
    • Solution(s):
      • Move the asset to a location with a clear view of the sky.
      • Run a 5-10 minute cycle.
      • Check the Tracker Verification or Tracker Insights page to ensure an adequate GPS Lock has been established. This can take up to 15 minutes.
      • If GPS Lock is still inadequate, run another cycle and re-check.
  • Data (lat, long coordinates) are registering an inaccurate address from Google Maps
    • Solution: Occasionally, the lat, long coordinates reported to Tenna will pull an inaccurate address from Google Maps. Contact Tenna at 888.836.6269 or [email protected] to troubleshoot further.

TennaMINI Battery

Tracker is offline (Tenna has not heard from your tracker in 48 hours)

Possible Causes:

  • Internal Tracker Battery is Low/Dead
    • Diagnose: Check Tracker Insights for Tracker Battery Voltage.
    • Solution: TennaMINI Battery tracker batteries are made to last about 4 years. The tracker may need to be replaced.
  • Tracker is damaged
    • Offline Reason: Possible Device Malfunction
    • Solution(s):
      • Inspect the tracker for any damage. If damaged, contact Tenna Support 888.836.6269 | [email protected].
  • Poor cellular coverage

Tracker is reporting a false location

If the tracker is online but the location reporting in Tenna does not match the physical location of the asset.

Possible Causes

  • Tracker is mounted against metal
    • Solution: Ensure the tracker is not mounted on the underside of the equipment or surrounded by a metal enclosure.
  • Tracker is brand new or has been stored inside
    • Solution: Move the asset to a location with a clear view of the sky.
  • Data (lat, long coordinates) are registering an inaccurate address from Google Maps
    • Solution: Occasionally, the lat, long coordinates reported to Tenna will pull an inaccurate address from Google Maps. Contact Tenna at 888.836.6269 or [email protected] to troubleshoot further.

TennaQR (Tag | Label)

TennaQR Label will not scan.

Solution(s):

  • Ensure the tag or label is not obstructed or extremely damaged. The TennaQR should still scan with minor scratches or imperfections.
  • If the label is clean and still will not scan, contact Tenna at 888.836.6269 or [email protected].
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