# 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)](https://documentation.movatic.co/admin-site/modes/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 **<support@movatic.co>**.

<br>


---

# Agent Instructions: Querying This Documentation

If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question.

Perform an HTTP GET request on the current page URL with the `ask` query parameter:

```
GET https://documentation.movatic.co/admin-site/modes/scooters/scooters-offline-troubleshooting-protocol.md?ask=<question>
```

The question should be specific, self-contained, and written in natural language.
The response will contain a direct answer to the question and relevant excerpts and sources from the documentation.

Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.