Learn more about what to do when users come across unresponsive or damaged tags.
Returning Bad or Unresponsive Trackers
The Tracker ID, Battery Level, Firmware, and Internal Temperature columns can be found on the My Lot page within the portal.
An Unresponsive tracker means a tracker that may or may not be connected to a vehicle, that has no communication with the gateway.
In the event of coming across unresponsive trackers, 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 tracker IDs within the ticket to assist with research and tracking.
Damaged Trackers
There are times when trackers may become smashed or damaged while onsite. For any damaged trackers, 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 tracker 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