ZenRelay – Troubleshooting & FAQ

(For support, installers, and operations)

Written By Support Team

1. Troubleshooting

Issue 1: Relay does not respond to ON/OFF commands

Possible causes:

  • ZenTRACK device is offline (no cellular connection).

  • Vehicle is in an area with poor coverage.

  • BLE relay is not powered or is wired incorrectly.

  • Incorrect Relay ID or password configured in ZenduOne.

How to check:

  1. Confirm the asset’s ZenTRACK device is online in ZenduOne (recent GPS/telemetry).

  2. Check vehicle power and fuses for both tracker and relay.

  3. Verify BLE Serial Number / Relay ID in asset BLE settings matches the relay’s QR code.

  4. Confirm the password in Relay Settings matches the expected relay password (default: 654321 unless changed).

Issue 2: Relay appears in ZenduOne but action fails

Possible causes:

  • BLE link between tracker and relay is unstable.

  • Vehicle wiring is correct, but the relay is out of effective BLE range from the tracker.

  • Command timeout due to poor connectivity.

How to check:

  1. Ensure relay and ZenTRACK device are installed in reasonable proximity (inside the same vehicle, away from heavy shielding).

  2. Confirm no major sources of interference near the relay/tracker.

  3. Retry the command when the vehicle is in an area with better cellular coverage.

Issue 3: Vehicle still starts even when relay is OFF

Possible causes:

  • Wrong circuit was wired through the relay.

  • Relay is installed but the circuit is effectively bypassed (e.g., parallel wiring).

  • The relay is configured as normally closed/open in a way that doesn’t match expected behavior.

How to check:

  1. Have a qualified technician verify which circuit is being cut:

    • Confirm that the relay is actually in the starter/ignition/fuel line you expect.

  2. With vehicle safely parked:

    • Power the relay and manually force OFF (via command).

    • Check continuity in the circuit (multimeter).

  3. If needed, re-evaluate wiring and relay mode (NO vs NC).

Issue 4: Vehicle does not start even when relay is ON

Possible causes:

  • Relay stuck in OFF position or failed.

  • Wiring mistake or loose connection.

  • Tracker or relay not powered.

How to check:

  1. Confirm the ZenduOne command reports success when turning relay ON.

  2. Inspect wiring and connections for loose or damaged cables.

  3. If possible, temporarily bypass the relay to confirm the circuit and vehicle starter/ignition system work as expected.

  4. Replace the relay if it is suspected to be faulty.

Issue 5: Cannot find or read the Relay ID

Possible causes:

  • QR code is damaged or covered.

  • Label has faded.

How to check:

  1. Inspect the relay casing for any alternate printed ID.

  2. If the ID is unreadable:

    • Check internal inventory records (if the relay was previously recorded).

    • If no ID is recoverable, retire or RMA the relay, as the ID is required for configuration.

2. FAQ

Q1. What does ZenRelay actually control?
A: ZenRelay controls whichever circuit it is wired into (commonly starter, ignition feed, or fuel pump). The effect (no start / no fuel / no ignition) depends on the installation.

Q2. Which trackers can control ZenRelay?
A: ZenRelay is designed to work with ZenTRACK Power, ZenTRACK Power+, and ZenTRACK Solar, which can act as BLE gateways and send commands to the relay.

Q3. What is the default password for the BLE relay?
A: The default relay password is 654321. This value must be configured in ZenduOne under Relay Settings and should match the relay’s actual BLE password.

Q4. Can we change the relay password?
A: Yes, the password can be changed and then must be updated in ZenduOne. Make sure your internal documentation tracks the new password so future configurations and troubleshooting are consistent.

Q5. How far can the relay be from the tracker?
A: The relay supports BLE communication up to 300 m in open field. Inside a vehicle, obstructions and metal structures will reduce effective range, so keep relay and tracker reasonably close within the vehicle.

Q6. Is ZenRelay safe to use while the vehicle is moving?
A: Policies vary by region and customer. Follow your company’s safety and legal guidelines. Many fleets choose to use the relay to prevent future engine starts, rather than cutting power while the vehicle is in motion.

Q7. Who should be allowed to control the relay?
A: Only authorized personnel (e.g., fleet admins, security teams, or operations) should control ZenRelay. Use ZenduOne’s roles and permissions to restrict access to cut-off commands.