---
service: "Publicasta"
schema_version: "1.0"
article_id: 549
title: "Troubleshooting"
language: "en"
default_language: "en"
canonical_url: "https://help.gpsoperator.com/troubleshooting?lang=en"
json_url: "https://help.gpsoperator.ru/troubleshooting.json?lang=en"
api_url: "https://help.gpsoperator.ru/api/public/v1/channels/gps_operator_help/articles/troubleshooting?lang=en"
channel_url: "https://help.gpsoperator.ru/api/public/v1/channels/gps_operator_help"
channel_articles: "https://help.gpsoperator.ru/api/public/v1/channels/gps_operator_help/articles"
search_url: "https://help.gpsoperator.ru/api/public/v1/search"
documentation_url: "https://publicasta.com/api-docs#reading-publicasta"
openapi_url: "https://publicasta.com/api-docs/openapi.json"
published_at: "2026-09-08T13:03:45+00:00"
updated_at: "2026-09-08T13:03:45+00:00"
translations:
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    html_url: "https://help.gpsoperator.ru/troubleshooting?lang=en"
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---

# Troubleshooting

> Check sign-in, devices, coordinates, time, history, reports, notifications and payments without deleting data, resetting hardware or exposing secrets.

Start diagnosis from an observable fact: exactly what is missing, for which device and since what time. Do not delete a tracker, history or settings, and do not reset hardware before recording the initial state.

 ## The device exists but has never sent coordinates

 If the map explicitly says that no coordinates have been received, the problem occurs before trip history and reports are built.

 ![Map message stating that the tracker has not sent its first coordinate](https://help.gpsoperator.ru/storage/projects/47/pages/549/2026/09/03c76151-42c8-4a27-b458-eb62e1f7f916.webp)

 *First check the exact model configuration, identifier, server address and port, power, SIM and mobile data. Moving the map or creating a report cannot create the first point.*

 Compare values with instructions for the exact model. Do not copy commands from a similar enclosure or another protocol. After a change, run one controlled outdoor test and wait for a new point.

 ## A point exists but is no longer updating

 Check the latest point time, device power, SIM balance and data service. A service connection and a new usable GNSS coordinate are not the same thing.

 If displayed time differs from a known event, check the device **time correction** against a fresh point. It is not a time-zone selector: do not automatically enter your regional zone when the tracker already sends local time.

 ## An event or notification is missing

 Open the event log and filter the exact device, dates, event and channel.

 ![Event log separating recognition from delivery diagnosis](https://help.gpsoperator.ru/storage/projects/47/pages/549/2026/09/0ca47a4c-0451-487a-8ac7-30d66a824dce.webp)

 *A Log row means that the condition was recognised, so next check the channel and contact. No row means that source points, zone boundary, timeout or sensor data must be checked first.*

 Do not create duplicate rules before identifying the failing stage. For email also check spam; for a messenger verify the identifier and the instructions provided on the site.

 ## A report is missing or empty

 Open the report archive and find the request by device and creation date.

 ![Report archive with a completed file and report period](https://help.gpsoperator.ru/storage/projects/47/pages/549/2026/09/de8b691a-bd83-410a-a08e-2385aac29b43.webp)

 *A ready result has a Download link. If no row exists, verify that the request was submitted; if the file is empty, first confirm that history and required sensor data exist for the same period.*

 Do not press create repeatedly. Reduce the period and submit one test request.

 ## Sign-in fails

 Check the site address, keyboard layout and letter case. Use a private window to exclude stale cookies. Do not change the tracker password: it is unrelated to the website password.

 Where recovery is available, use it only on your own domain. Never disclose the password or confirmation code.

 ## A device or feature is not visible

 Confirm that the correct account is open, the device is active, and a panel or filter is not hiding it. Available reports, payment methods, channels and settings can depend on the plan and site configuration.

 An inactive device can remain in the list with a warning. This differs from deletion and is not fixed by adding the same identifier again.

 ## The provider shows payment but the balance is unchanged

 Do not repeat the payment. Check the provider's final status, the currency and **Finances → Top-up history**. Prepare the date, amount, currency and operation identifier, but never send a card number, CVV or one-time code.

 ## What to send support

 - the site address and login, without the password;
- device name, model and identifier;
- exact date and time of the problem;
- expected and actual behaviour;
- a screenshot of the relevant area with secrets removed;
- checks already performed and the error text.

 For a tracking link, provide only a masked code. A precise interval and device make it much faster to compare the problem with service data.