Learn more about what to do when users come across unresponsive or damaged tags.
Returning Bad or Unresponsive Tags
The Tracker ID, Battery Level, Firmware, and Internal Temperature columns can be found on the My Lot Tags page within the portal.
An Offline status means a tag may or may not be connected to a vehicle, but the tag has no recent communication with the gateway.
In the event of coming across unresponsive tags, set aside any unresponsive tags. Once 10 or more unresponsive tags are collected, please reach out to Cognosos Customer Support to submit a request to have any unresponsive tags checked and replaced.
Within the Support request, please be sure to include all tag IDs within the ticket to assist with research and tracking.
Damaged Tags
There are times when tags may become smashed or damaged while onsite. For any damaged tags, collect the remaining device and ID if possible.
Once tag(s) are collected, please reach out to Cognosos Customer Support to submit a request to have any damaged tags replaced.
Within the Support request, please be sure to include all tag IDs to assist with research and tracking.
For more information on how to reach Cognosos Support, please visit the "How to Reach Cognosos Support" article located within the FAQs