A GO device that doesn't report in your database may be assigned to another one

Signs that this is the problem

• A new or replacement device was installed, but the vehicle never shows up on your map.

• The device's lights look normal, but nothing appears in your database.

• MyGeotab shows "There are pending changes for this device" and the message doesn't clear, even after the vehicle has been driven.

• Rebooting the device, reinstalling it or re-adding the asset makes no difference.

• You can see the vehicle in one of your databases, but not in the one you need.

Changes made on the vehicle or in your database won't fix this. The device's database assignment has to be changed.

First, rule out a device problem

See Geotab - GO Device Troubleshooting for full details and troubleshooting procedure.

1. Start the engine and check the LEDs. Red shows ignition, green shows a cellular connection and blue shows GPS.

2. If the blue LED isn't on, take the vehicle for a short drive with a clear view of the sky.

3. Enter the device serial at install.geotab.com with the engine running.

If the device shows as communicating there but nothing appears in your database, the database assignment is the next thing to check.

What to send Support

1. The device serial number. A photo of the label on the device helps if possible.

2. The database it should report to. Use the name in your browser's address bar when you're signed in to MyGeotab, which looks like my.geotab.com/databasename. Please send the database name, not your company name, as they are often different.

3. The vehicle it is installed in.

4. Whether it's a replacement, or a device that was used somewhere else before, if you know.

5. Any other database you think it might be in, for example another of your company's databases.

6. A screenshot of any message you see, such as the "pending changes" message.

Support checks which database the device is assigned to and moves it to the correct one. If you might want the vehicle visible in both databases, say so. Support can share the device instead of moving it.

What to expect after the move

• The device has to be online. It picks up the change the next time it communicates. If the vehicle is parked or the device isn't communicating, the move won't show until it is.

• How long it takes. Migrations usually complete quickly, but may take up to 24 hours.

• What you might be asked to do. Support may ask you to unplug the device, plug it back in and check that all three LEDs come on.

If the device still hasn't appeared after 24 hours of normal use, reply to Support with the serial so they can follow up.

Trip history: if you need the device's past trips or events in the new database, ask Support before the move.

If you moved the device yourself

If you move a device from one of your databases to another in MyGeotab, remove it from the old database before you add it to the new one. A device left in the old database, or still shared from it, can keep reporting there.

After the move, contact Support with the serial and both database names so they can confirm the device points to the new database.

Other things to know about sharing:

• The receiving database has to accept the share. Until someone in that database accepts it, the device won't show there.

• A new share may fail to appear the first time. Try sharing again. If the process repeatedly fails, please contact Support.

• You need permission in the database that owns the device to share it. If you don't have it, ask that database's administrator or contact Support.

• If you can't stop a share yourself, contact Support with the serial and the database it's shared to.

• After a share is stopped, you may be left with an asset that has no device. Archive or remove it so it doesn't appear as a duplicate in your asset list.

If the vehicle also has a camera

If a camera works alongside the GO device and you use more than one database, tell Support every database the vehicle needs to appear in. Support can set up the camera and the GO device together.

Cameras can be in the wrong database too. If you see a "Duplicate serial" error when you add a camera, it is usually already registered in another database. Don't add it again. Contact Support with the camera serial and the database it should go to, and they will move it.

Drivers can't find the vehicle in the Drive app

A similar problem can affect drivers. If drivers can't select or use a vehicle in the Drive app, check that:

• They're signing in to the correct database. Drivers who sign in through a different database link won't see your vehicles.

• The vehicle is in or shared to that database. If the vehicle belongs to another company's database, for example a rental, it has to be shared to yours before your drivers can use it.

Contact Support with the database name if you're not sure which one is correct, and they will tell you what's needed for those drivers.

Avoiding it next time

• When you order new or replacement devices, tell us the exact database name they should go to. If devices are going to be installed soon, you can send the serials in advance and Support can assign them before installation.

• If you regularly move devices between databases, for example for rental vehicles, ask Support about keeping them in one database and using groups to control who sees each vehicle.

• If you move a device from one vehicle to another, read Moving a GO device to a new vehicle resets mileage and engine hours first.

Related articles

• Geotab - GO Device Troubleshooting

• Moving a GO device to a new vehicle resets mileage and engine hours

• Driver Setup - Geotab Drive App