Troubleshooting Steps Camera Connectivity Issues.

1. Check the SIM Card and Camera statuses, Last Connection, and routes in GPS.  SIM card status is checked on the Network Service Provider Platform, and the rest of the information is obtained using the NEXUS Platform. 

2. Check the connectivity Product/Plan the SIM is on(Network Service Provider Platform ), to see what (if any) Networks are available in that area (Country) and check the coverage of those networks. 

3. Check the area through which the vehicle was traveling, for GSM Network Coverage using the link below:

https://www.gsma.com/coverage/

4. Check other vehicles in the same area to see if they have a connection (3G or 4G signal).

5. Obtain a display picture to check for errors or signal issues.

6. Compare the location in NEXUS with the location shown in the Network Service Provider Platform. 

7. If applicable (no issues found with coverage, plan, or errors on the display), please proceed with updating the APN settings. 

8. If the above fails, ask the client to replace the camera on the field with a tested functioning one.

9. All clients should have a functioning camera set aside for testing and troubleshooting. 

10. Once the replaced camera gets into the client’s office, ask them to take the SIM card from it and put it in the test camera to see if it acquires a signal.

Also, ask them to take the SIM card from the test camera, and place it in the camera they brought back from the field, to see if it obtains a signal.

The purpose of this test is, to determine if there is an issue with the camera itself or the SIM card that was used with it. The results of this test should be documented.

11. If at any point an issue with the SIM card/ Plan/ Product/ Coverage is detected on any of the above steps, a ticket must be raised with the Network Service Provider, to ask for assistance in having the situation resolved promptly.

12. Document all the details in the ticket notes such as Company, Account, Device Serial Number, Details about the issue, Last Connection Date, and all other findings so the information/history of the case is easily accessible by either the Agent in charge or any other person who views the ticket for the first time.