ZenTRACK OBD – Troubleshooting & FAQ

Troubleshooting & FAQ

Written By Support Team

4.1 Troubleshooting

Issue 1: Device not reporting / appears offline

Possible causes:

  • No cellular connection (coverage issue or SIM problem).

  • APN misconfiguration.

  • SIM not seated correctly or inactive.

  • Device not powered (OBD port has no power or loose connection).

How to check:

  1. Confirm the asset is not reporting in the platform (no recent GPS/telemetry).

  2. Physically inspect:

    • Device plugged firmly into the OBD-II port.

    • Port has power (try another known-good OBD device if possible).

  3. Connect the device to Teltonika Configurator via USB:

    • Check GSM Info for registration.

    • Verify APN settings in the GPRS tab.

  4. If APN is manual:

    • Confirm the APN matches your SIM provider.

    • As a quick test, you can enable Auto APN (empty APN) if supported.

Issue 2: Device visible in Configurator but not online in FOTA or platform

Possible causes:

  • Misconfigured or blocked APN.

  • SIM plan does not allow data or is not activated.

  • Firewall or private APN routing issues (for advanced setups).

How to check:

  1. In Configurator:

    • Check GSM Info – ensure the device is registered on the network.

  2. Ping the device from FOTA:

    • If it does not appear online, suspect APN/route issues.

  3. Confirm with the carrier:

    • SIM is active.

    • Data service is enabled.

    • Correct APN and authentication are used.

Issue 3: GNSS / location not available

Possible causes:

  • Vehicle is indoors or in an area with poor sky visibility.

  • Device antenna is obstructed (if internal, antenna orientation may be affected).

  • Configuration file has GNSS disabled or misconfigured (unlikely if using standard files).

How to check:

  1. Move the vehicle to an open sky area and wait a few minutes.

  2. In Configurator, check GNSS Info:

    • Satellites visible / used.

  3. If GNSS never fixes outdoors:

    • Confirm correct config file.

    • Consider hardware issue → escalation/RMA.

Issue 4: Wrong ignition behavior (e.g., always ON/OFF, trips not correct)

Possible causes:

  • Incorrect configuration file for vehicle type (12v on a 24v vehicle or vice versa).

  • Unusual vehicle electrical behavior.

How to check:

  1. Verify which config file was applied:

    • FM_OBD_12v_BLE.cfg for light-duty.

    • FM_OBD_24v_BLE.cfg for heavy-duty.

  2. Confirm vehicle type and voltage.

  3. If mismatch is found:

    • Load the correct config file.

  4. Test:

    • Turn ignition OFF/ON and see if platform reflects this accurately.

Issue 5: Device not detected by Configurator over USB

Possible causes:

  • Wrong Configurator version.

  • USB cable or port issue.

  • Device not powered.

How to check:

  1. Confirm LED is ON when device is powered.

  2. Try a different USB cable and PC port.

  3. Ensure you are using a Configurator version compatible with FMM00A/FMC003.

  4. If still not detected, the device may need technical review/RMA.

4.2 FAQ

Q1. What is ZenTRACK OBD?
A: ZenTRACK OBD is a plug-and-play OBD-II tracking device (based on Teltonika FMM00A / FMC003) that provides GNSS location, OBD-II data, and cellular connectivity for fleet management.

Q2. Which models and regions are supported?
A:

  • FMM00A – Certified for North America.

  • FMC003 – Certified for LATAM and UAE.

Always deploy the correct model in its intended region to ensure telecom compliance.

Q3. What firmware version should we use?
A: The recommended firmware for both FMM00A and FMC003 is 03.29.00.Rev.358. This version should be applied during bench configuration and kept up to date via FOTA when new approved versions are released.

Q4. How do we choose the right configuration file?
A: Use:

  • FM_OBD_12v_BLE.cfg for light-duty vehicles (cars, vans, pickups).

  • FM_OBD_24v_BLE.cfg for heavy-duty vehicles (trucks, machinery, buses).

The correct file is selected based on the sales quote (SKU + region + vehicle type).

Q5. How should APN be configured?
A:

  • Where supported, leaving APN empty enables Auto APN detection (recommended for many IoT SIM providers).

  • If manual configuration is required, enter the APN provided by your SIM carrier (e.g., iot.1nce.net, telenor.iot) and save it to the device.

Q6. Can we update configuration or firmware remotely?
A: Yes. ZenTRACK OBD supports remote updates via Teltonika FOTA Web. You can:

  • Push new firmware.

  • Apply updated configuration files.

  • Manage groups of devices for phased rollouts.

Q7. Who should perform bench configuration and FOTA setup?
A: Bench configuration and FOTA setup should be handled by technical operations, product, or fulfillment teams trained on:

  • Teltonika Configurator

  • FOTA Web workflows

  • Your internal standards for APN, config files, and firmware policy