About Device Maintenance and Troubleshooting

VEDR devices require ongoing maintenance to remain fully functional and meet FedEx VEDR requirements. Components such as storage media, wiring, power connections and mounting hardware may wear out, become damaged or require service over time.

Promptly identifying and correcting issues helps restore device functionality, protect critical video footage and reduce compliance risks.

How to Identify Devices That Need Attention

To identify devices that may require maintenance:

1. Log in to the GroundCloud Portal.

2. Navigate to the VEDR Devices page.

3. Review devices displaying:

   • Device health alerts

   • Maintenance recommendations

   • Troubleshooting requests

   • Compliance warnings

4. Investigate and address affected devices promptly.

Many issues can be resolved through basic troubleshooting and maintenance.

Non-Reporting Devices

A non-reporting device is a VEDR device that has not checked in for at least seven days despite evidence that the associated vehicle has been in operation recently. Before troubleshooting the device, verify that the device and vehicle should still be included in active fleet reporting.

Step 1: Confirm the Device Is Still in Use

Ask yourself:

• Is this device still installed?

• Has the device been removed, transferred, discarded or replaced?

• Is the device still expected to report activity?

If the device is no longer in use, deactivate it so it can be removed from active reporting.

Step 2: Confirm the Vehicle Assignment Is Correct

Ask yourself:

• Is the device assigned to the correct vehicle?

• Has the vehicle been sold, retired, transferred or replaced?

• Has the device been moved to another vehicle?

If the device is assigned to the wrong vehicle, update the vehicle assignment.

Step 3: Determine Whether the Vehicle Is Active

Ask yourself:

• Is the vehicle actively operating?

• Is it a spare vehicle?

• Is it seasonal?

• Is it temporarily out of service?

If the vehicle is not currently being used, create an Out of Service window to prevent unnecessary device alerts.

Step 4: Determine Whether the Device Should Be Reporting

If all the following are true:

• The device is still installed.

• The device is assigned to the correct vehicle.

• The vehicle is actively operating.

Then ask yourself:

• Is the device receiving power?

• Does the device have a working connection?

• Is the device able to acquire GPS?

• Has the device experienced a hardware failure?

If the device is not reporting due to one of these issues, continue with the troubleshooting steps in this article. Common causes include:

• Power loss

• Wiring issues

• Loose connections

• Connectivity problems

• GPS issues

• Hardware failures

Compliance Troubleshooting Guide

Use the table below to identify common issues and recommended checks.

Troubleshooting Power Issues

Power-related issues are among the most common causes of device health alerts and reporting loss.

Verify Physical Connections

Inspect the device and all accessible cabling.

Check that:

• The USB-C power connector is fully inserted into the device.

• The security panel is properly installed and secured.

• The power cable is not pinched, crushed, cut or damaged.

• All visible wiring connections are secure.

OBD-II Powered Devices

If the device uses an OBD-II power cable:

• Verify the connector is fully seated in the vehicle's OBD-II port.

• Check for loose, damaged or partially disconnected connectors.

• Confirm the connector hasn't come loose due to vehicle vibration.

J1939 Powered Devices

If the device uses a J1939 connection:

• Verify the connector is firmly seated.

• Inspect the cable and connector for damage.

Direct-Wire Installations

If the device uses a direct-wire harness:

• Verify power and ground connections remain secure.

• Inspect fuse taps, butt connectors, splices and wire taps.

• Check for wiring damage caused by vibration, abrasion or vehicle repairs.

Verify Vehicle Power

If the device remains offline:

• Confirm the vehicle battery is functioning properly.

• Verify the vehicle electrical system is supplying power.

• Check for blown fuses or damaged wiring associated with the installation.

Camera Does Not Appear to Power On

If the camera does not respond after power is connected:

1. Make sure the camera is securely connected to power.

2. Leave the camera connected to power for at least 10 minutes.

3. Check whether the camera starts after the internal battery has had time to recharge.

A camera with a depleted internal battery may need several minutes of charging before it can start normally.

If the camera remains unresponsive, contact GroundCloud Support for assistance.

Troubleshooting Connectivity Issues

If the device is not reporting data or appears disconnected:

• Verify the device is powered on and operating normally.

• Confirm the vehicle has been driven recently.

• Operate the vehicle in an area with known cellular coverage.

• Inspect the device for physical damage.

• Verify the device has not been removed, disconnected or recently reinstalled.

Some connectivity issues may resolve after the vehicle is driven and the device has an opportunity to re-establish communications.

Troubleshooting GPS Reporting Issues

If GPS data is missing, stale or inaccurate:

• Verify the device is securely mounted in the approved location.

• Ensure the device has a clear view of the sky.

• Check for metallic tint, coverings, stickers or equipment that may interfere with GPS reception.

• Verify the device maintains consistent power.

• Operate the vehicle outdoors to allow GPS reception.

GPS reception issues often resolve once the device has an unobstructed view of the sky and the vehicle has been driven for a period of time.

Troubleshooting AI Event Detection Issues

If expected AI events are not being detected:

• Verify the road-facing camera lens is clean.

• Confirm the camera remains securely mounted.

• Check for changes in camera position caused by vibration or impact.

• Verify that no obstructions are blocking either camera.

• Inspect for windshield replacements or installation changes that may have altered camera positioning.

Improper camera positioning can reduce detection performance and affect event capture quality.

SD Card Maintenance

Why SD Cards Require Maintenance

MicroSD cards are wearable components and will eventually wear out during normal operation.

As microSD cards age, they may:

• Retain less video footage

• Generate storage-related errors

• Affect video availability

• Reduce overall device reliability

Routine replacement helps maintain device health and compliance.

Recommended SD Cards

Use only high-endurance microSD cards designed for continuous recording.

Recommended capacities:

• Minimum: 128 GB

• Recommended: 256 GB

Using unsupported or low-endurance cards may increase the likelihood of storage-related issues and premature failures.

Signs an SD Card May Need Replacement

Consider SD card replacement if:

• Storage errors are reported.

• Video footage is missing.

• You cannot meet video retention requirements.

• The card has visible physical damage.

• The card has reached its expected service life and other corrective actions have not resolved the issue.

In many cases, SD card replacement is the recommended first corrective action for storage-related issues.

Common Corrective Actions

Depending on the issue identified, corrective actions may include:

• Deactivating devices that are no longer in use

• Correcting improper vehicle assignments

• Creating Out of Service windows for inactive vehicles

• Restoring power connections

• Repairing damaged wiring

• Re-establishing network connectivity

• Resolving GPS reception issues

• Replacing damaged hardware

• Replacing the microSD card

• Correcting camera positioning

If basic troubleshooting can't resolve the issue, contact GroundCloud Support.

Understanding Device Alerts

Device health alerts and Device Tickets help identify conditions that may require attention.

Examples include:

• Device Media Error

• Camera Not Connected

• Device SD Card Door Open

• No SD Media Present

• Device Camera Obstructed

• Internal Failure

• VIN Mismatch

For definitions and explanations of individual alerts, refer to the VEDR - Device Operational Status and Device Tickets article.

Before Contacting Support

To help expedite troubleshooting and resolution, gather the following information before contacting GroundCloud Support:

• Vehicle number

• Device serial number

• Description of the issue

• Date the issue was first observed

• Troubleshooting steps already completed

• Photos of the installation, wiring, connectors or damage, if applicable

Providing this information can significantly reduce troubleshooting time.

Need Help?

GroundCloud Support can assist with:

• Device troubleshooting

• Connectivity issues

• GPS reporting issues

• Device health concerns

• SD card replacement guidance

• Hardware failures

• Device deactivation requests

GroundCloud Support

Phone: (218) 864-7900 (Option 2)
Email: servicedesk@descartes.com

Frequently Asked Questions

Why Is My Device Listed As a Non-Reporting Device?

A non-reporting device is a device that has not checked in for at least seven days despite evidence that the associated vehicle has been in operation recently.

Before troubleshooting the device, verify that:

• The device is still installed.

• The device is assigned to the correct vehicle.

• The vehicle is actively operating.

If all three conditions are true, continue with the troubleshooting steps in this article.

What Should I Do if My Device Needs Attention?

Review any device health information displayed within GroundCloud and perform the recommended troubleshooting steps in this article. If the issue persists, contact GroundCloud Support.

How Do I Know if an SD Card Should Be Replaced?

Replace SD cards that are damaged, produce storage-related errors or no longer reliably support the required video retention.

What Should I Do if a Device Is No Longer in Use?

If a device has been permanently removed, transferred, discarded or replaced, deactivate it so it can be removed from active reporting. If you need assistance, contact GroundCloud Support.

Why Would a Device Stop Reporting Data?

Common causes include power issues, loose or damaged connections, connectivity problems, hardware failures or storage-related issues.

Why Is My Device Not Detecting Events?

Events may not be detected due to a dirty or obstructed camera lens, a camera that has shifted position or installation changes such as a windshield replacement that has altered camera alignment. Verify the device is powered, reporting data, properly mounted and free from camera obstructions. Also inspect the camera position to ensure it has not shifted from its intended orientation.

Where Can I Learn More About Compliance Requirements?

See the VEDR - Device Compliance Requirements article for the official definition of a compliant VEDR device and information about compliance expectations.

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