Scooters Offline: Troubleshooting Protocol

This guide is intended to assist operators in resolving a critical scenario where all scooters are reported as offline. The problem arises from data expiration, necessitating data renewal. In cases where the scooters remain offline even after data renewal, escalation to the software team becomes essential for potential connection resets.

Follow the Initial troubleshooting (Hardware Debugging):

For Bluetooth Low Energy Issue

1. Check that the unit has power.

2. Check that the unit is broadcasting. This can be done via the Maintenance app or a separate BLE scanning app.

3. Check if other units are working. For isolated incidents, contact your hardware manufacturer. Most broad-based incidents are related to software, while most isolated events are related to hardware.

For Cellular Connection Issue

1. Check that the unit has power.

2. Check the sim card configuration and verify that it's configured correctly via the sim card provider dashboard.

3. Check that the device is properly pointed to Movatic's server.

4. From the Movatic admin site, verify that the information is entered correctly (i.e. IMEI, Vendor ID)

Once the initial troubleshooting is complete and the issue persists, please don't hesitate to contact us for additional support at [e-mail].