Issue description:

Device is not sending data, and the basic SMS troubleshooting does not help (APN/server settings are correct, GPRS status is 1).

Cause:

The client has a large amount of active Tacho download requests pending on the server (most common reason is scheduler creating requests often but the client does not have active company card, or due to vehicle not having ignition on for a long time). Because this reason, the DCS commands in the server get stuck and device stops sending data and collecting all records in internal device memory.

Preparation:

You may need a "Postman" application to remove pending/stuck DCS commands.

Download link: https://www.postman.com/downloads/

Actions:

2. Select and delete all downloads with "Pending" status for the affected object:

NOTE: ONLY "PENDING" REQUESTS CAN BE DELETED! In some cases, clients delete downloads with status "Active" and they can get stuck in the server (but not visible on TT2 webuser GUI).

3. Get the IMEI number of the device not sending data from the Locator Control Manger page ("Objects" tab), or by sending SMS command – "imei":

4. Use this link to check ongoing DCS commands - http://java-raw-coord-1.prod.az1.ruptela.lt:11300/webservices/devices/864200050846154/services/commands

864200050846154 – replace the IMEI number in the address with the object's IMEI number:

5. Check for any remaining DCS commands:

5.1. If there are none left, the commands clearing was successful. In case device is still not sending data after sending "econnect" SMS command, then the issue may be somewhere else.

5.2. In case there are commands in "EXECUTING" state, do not delete them. In most cases, they will timeout after some time automatically.

In emergency case, the command can interrupted by sending SMS command "reset" to the device.

5.3. In case you see some Tacho download commands with status "TEMP_FAILURE" or "PENDING", proceed further.

6. Open "Postman" APP and select function "Delete" with this link:

5. Replace the IMEI and Command ID in the link (bolded) with the actual information:

Note: For any other request (for example, "SENDSMS") use same workflow: From DCS Commands page use IMEI, serviceName and requestID and make changes for Delete request as in Picture above.

6. Press Send.

Note: only "PENDING" and "TEMP_FAILURE" requests can be deleted! In case the state is "EXECUTING" such response will be received:

7. After successful DELETE request You should see 1 in the Response window:

The DCS command will disappear from this page as well:

http://java-raw-coord-1.prod.az1.ruptela.lt:11300/webservices/devices/864200050846154/services/commands

864200050846154 – replace the IMEI number in the address with the object's IMEI number.

Expected outcome: As soon all DCS Requests will be cleared, device should be live again and send live coordinates.
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