Troubleshooting

If you have problems with connecting your device to the server, please follow the steps below.

Find HEX messages in the logs

Check server logs

Run a report to check the logs. Include the raw data (HEX) in the report. On Windows, it's usually in C:\Program Files\Onemap8\logs.
If the server receives any data from the device (even if the port is wrong), you should be able to see HEX messages in the log. If there are HEX messages in the log, go to point 2. If there are no HEX messages in the log, go to point 4.

  1. Check if HEX messages are decoded
    If there are HEX messages in the logs, you need to check the following:

    • If HEX messages are followed by an "Unknown device" warning, it means that you haven't registered the device on the server. To fix this issue, add the device with the unique ID you see in the log through the web console.
    • If HEX messages are followed by an INFO record with coordinates, it means that data is decoded correctly. Possibly, you need to wait a little bit for the device to show up in the web console.
    • In any other case, proceed to point 3.

  2. Investigate why HEX messages are not decoded
    There are two main possibilities:

    • Your device doesn't send GPS location. One of the reasons might be that it doesn't have a GPS fix. Note that GPS doesn't work indoors, and it can take up to 15 or more minutes for the device to get a first fix. Be patient.
    • You are using the wrong port. Proceed to point 5.

  3. Investigate why the server does not receive data
    If you don't see HEX messages in the log, it means that the server doesn't receive any data from your device. Possible reasons:

    • The server is not visible from the Internet. Use a port check tool to verify. Proceed to point 6 if the port is closed.
    • The device is configured incorrectly, or there is some problem with the device. Contact the device vendor for more information.

  4. Find the correct port for your device
    Please read the following information:

    • If you are using the Onemap8 Client app, the port is always 5055.
    • If you are using a Chinese device, you must read about clones.
    • For all other devices, please read the protocol identification guide.
    • If you were unable to identify the port for your device, please contact support. You must provide protocol documentation and/or HEX message samples. A link to a store listing or user manual for a device is not sufficient.

  5. Make sure required ports are open
    First of all, you should check if the Onemap8 process is running and it's listening for ports locally. On Linux and Mac, you can use netstat and ps command line tools. On Windows, you can use Process Explorer.

    If the process is running and listening on ports, but the port check tool still shows that ports are inaccessible, then there must be some network issue. It's impossible to cover every possible network problem, but here is a list of the most common issues you might want to check for:

    • The router is not configured to forward external ports to your server.
    • The firewall on your server or router is blocking connections.
    • You do not have a public IP address. Contact your ISP or IT department to confirm.