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Hello there,

Good day. Thank you for your question.

We would need to analyze the cause for this condition before providing the exact reason why this may occur. Meantime, please ensure that you have updated the firmware your firmware to the latest version if it is outdated. Please refer here for the firmware errata -

If you are using the latest firmware version but still face this issue or do not have the access to our firmware Drive, please reach out to us via VIP Helpdesk or contact your Sales Manager/Distributor. If you don't have any contacts with our Sales managers, please contact them on our official website and click on the "Contact Us" button. When you will click, please fill the form and submit it.

Note: as a topic, please choose "Vehicle telematics" or you can send an e-mail with the description of your situation to

When contacting us please provide the IMEI, logs, configuration file, International GSM number, and firmware version. Please follow these recommendations:

Thank you for your understanding.

Kind regards.