Honeywell CT60 Troubleshooting Guide

The normal protocol for handling mobile device issues is for the drivers to report the issue to their dispatcher, dock supervisor or area manager to trouble shoot the issue.

If the issue cannot be resolved by basic troubleshooting outlined in this document, then escalate to IT by submitting a ticket to support@calark.com or by going to www.support.calark.com.

When submitting a ticket to IT please include:

· Handheld ID (CA####)

· Brief description of issue

· What, if any, troubleshooting has been done to the device

Below is some information about basic troubleshooting for common errors.

Basic Issues and Resolutions:

1. Device not holding a charge or turning on.

· Replace the battery with a known good battery. If the issue is not resolved with a new battery, escalate to IT.

2. Device showing "NO SIM"/”No Service”

· This usually happens when the device has been dropped, sometimes a hard fall will cause the sim to be pushed out of place.

· A good connection to the SIM card will look like the below. You will see the SIM touching the black triangle on the top left hand and the metal cover will be secure. If the SIM is rattling around, you will need to reseat the SIM card.

DO NOT PROCEED UNLESS THE IT DEPARTMENT INFORMS YOU TO RESEAT THE SIM CARD

To re-seat the SIM card follow the below documentation. Make sure that you lock the metal cover by moving it forward with your fingernail. BE GENTLE. The metal cover on the SIM card is fragile and will bend or break easily.

3. Apps not functioning properly, device screen locked up, etc.

· Close out all apps and restart the device. Remove the battery for 20 seconds then reinsert. Try this a couple of times.  If the issue is not resolved, escalate to IT

4. Unable to log into RNA or OTNAV apps and receive server error message.  (e.g.  "Unexpected server error: 500")

· These server errors are caused by the Omnitracs servers and cannot be fixed by IT. Driver should notify their dispatcher or dock supervisor if these messages occur and do not go away quickly.

· If the issue does not go away, contact IT for replacement or further troubleshooting. 

5. Unable to log into Geotab

· CalArk does not allow drivers to log in directly to Geotab, they MUST log in through the CalArk Driven App.

· If the “Terms & Conditions” button is missing on CalArk Driven, reach out to IT Support for assistance.

Correct APP for signing into Geotab:

Driver’s Sign in Screen should look like this:

If a Driver’s log in screen looks like the below, have them go back to the CalArk Driven application.

This is the WRONG way to sign into Geotab.

Some tips and tricks:

1. Not everything is a SIM card issue.

· If you are experiencing a SIM card issue, you will see an error message of “No Sim” or “No Service”

· A good way to test if you are having cellular issues is to make a phone call. If a call can be completed, you are not having cellular issues.

· DO NOT TAKE THE SIM CARD OUT OF THE DEVICE UNLESS YOU SEE THE “NO SIM” or “NO SERVICE” ERROR OR IT TELLS YOU DIRECTLY

2. Batteries are weird.

· The battery tray on the Honeywell devices can be tricky.

Below is a properly locked battery:

Below is not how to properly insert a battery:

· If the battery is swollen and will not fit into the device, REMOVE THE BATTERY IMMEDIATELY. DO NOT CHARGE SWOLLEN BATTERIES. The CT60 batteries are made from lithium-ion batteries, once they swell, they are fire hazards and should be disposed of immediately. If you need assistance disposing of bad batteries, contact IT.