If your Xeries device is not working, here is a guide on how to find the problem and fix it: 

Troubleshooting Guide

Step 1: Does the device have power? 

• Press the button on the device
• You should see the LED flash
• If you don't, recharge the XTrakR or XPress.  
• If you have an XTraK and see no LED flash proceed to the next step - NOTE FOR XTRAK USERS - If you have had the XTraK for more than 12 months, there is the possibility that you could have exhausted the battery but it is unlikely.  Complete the other steps in this troubleshooting guide and if none of them solve the problem, it may be that you need to replace the battery. 

Step 2: Is the device turned on? 

• It is possible that your device is not turned on.  
• For XTrakR and XPress - press and hold the button for 7 seconds
• If you see the led flash blue - green - red you have just turned the device off.  Repeat the 7 second button press to turn it back on. 
• If you see the LED flash red - green - blue - then you have just turned the device on. 
• For XTraK - there is a single LED colour - if the LED doesn't flash within a few seconds of you pressing the button briefly, then press the button for 3 seconds to turn the unit on - the LED should then flash multiple times as it tries to acquire a GPS position. 

Step 3: Is your subscription active? 

• Login to the web portal
• Choose the device in question 
• Check whether its subscription is active. 
• If it is not, purchase a subscription renewal, or activate the unit using the initial subscription voucher

Step 4: Is your device in good Sigfox coverage? 

• When you get access to the device, check if your location has good sigfox coverage using the coverage checker on our website.
• If it does not, then move the device to a different location that does have good sigfox coverage
• Take the unit outside so that it can "see" GPS satellites to get a location fix. 
• Confirm that you are now receiving the location on the App or portal. 

Step 5: Can the device "see" the open sky? 

• To send you its location, your device relies on getting a GPS location fix by using the GPS Satellite Constellation.  If you have an XTrakR or XPress these units can also use wifi router IDs to get an approximate location if GPS cannot be seen (for example indoors).  However, even a WIFI location depends on the detected WiFI router being in the HERE Global Wifi database, so if your device cannot "see" GPS satellites, and locks onto a Wifi Router that is not in the HERE Database, then no location will be found.
• So, take your device outside, with a clear view of a significant amount of sky - shake it to activate the accelerometers, then place it in the open air to allow it to get a GPS location fix. 
• You should get a location update on your app or portal within a few minutes, provided you are in an average, (or above), sigfox coverage area. 
• Confirm that you are now receiving the location on the App or portal. 

Step 6: If none of these steps work - what now? 

• If none of these steps work, contact us at [email protected] 
• Include in your message your name, your phone number and the device code listed on the back of your device.
• we will check whether the sigfox network is receiving messages from your device, and whether our App and Portal are receiving and managing those Sigfox messages as they should 
• We wil then get in touch with you to try to fix your issue. 

Keywords: XtraK, XtrakR, XPress, Troubleshooting, problem, help, function, test, hardware