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Immobilizer, Buzzer & No Data Troubleshooting Guide (BENELUX Region)

Marisa Potgieter

Immobilizer, Buzzer & No Data Troubleshooting Guide (BENELUX Region)

Devices: FTe, FTs, MGS600, MGS200

OVERVIEW

This article provides troubleshooting instructions for agents supporting the Benelux WhatsApp Carsharing Pilot.

Agents participating in the pilot are authorized to handle the following case types:

  • Immobilizer (IMMO) requests
  • Buzzer issues
  • No Data cases

Supported regions:

  • Belgium
  • Netherlands

Scope

This procedure applies to agents assigned to the WhatsApp Carsharing Support.

Supported hardware:

  • FTe
  • FTs
  • MGS600
  • MGS200

General Rules

Rule 1 – Identify Device Type First

Before starting any troubleshooting:

  1. Open the vehicle in FC Admin.
  2. Identify the installed hardware/device type.
  3. Follow the appropriate troubleshooting path based on the device.

Rule 2 – MGS200 Requires Active Customer Contact

MGS200 troubleshooting can only be performed when:

  • The customer is actively present at the vehicle.
  • Communication is taking place through the active WhatsApp channel.

Do not perform MGS200 troubleshooting via:

  • Email
  • Salesforce cases only
  • Delayed communication channels

If the customer is not present at the vehicle, request that they reconnect via WhatsApp when they are physically with the vehicle.

IMMOBILIZER TROUBLESHOOTING

FTe / FTs Devices

Standard Immobilizer Procedure

  1. Open the vehicle in FC Admin.
  2. Access the customer's organization view.

  3. Go to settings>Vehicles>Locate the vehicle by name or license plate>Go to the Device Configuration tab on the right.

  4. Select “Immobilizer off” in the drop-down options for Immobilizer. And click Save.

  5. Verify that the immobilizer status “ DOUT 2” in the RAW data changes to '0' (deactivated). Additionally, confirm with the customer that the vehicle can be started without using the badge.

No additional customer interaction is normally required.

MGS600 Devices

Standard Immobilizer Procedure

The MGS600 supports over-the-air immobilizer troubleshooting.

Step 1 – Verify Device Status

Before sending any command:

  1. Confirm that the vehicle is reporting data in FC Admin.
  2. Verify the latest communication timestamp.
  3. Confirm that the device is online and responding.

If the device is not communicating, follow the No Data Troubleshooting process before attempting immobilizer actions.

Step 2 – Send the Standard IMMO Command

  1. Access the vehicle in FC Admin.
  2. Locate the vehicle in the customer's objects within FC Admin.
  3. Select the object>Select the “Communications” tab>Select the “Ruptela configuration” sub tab>Make sure the “Send conf” option is active.
  4. In the dropdown list select “DOUT1&2_disable”

  5. IMPORTANT; Before sending, ALWAYS select “Get device configuration”. 

  6. Click “Send” to send configuration (even if it says the Conf download is Pending).

Step 3 – Confirm Immobilizer Status

Verify that the immobilizer status in the RAW data changes to '0' (deactivated). Additionally, confirm with the customer that the vehicle can be started without using the badge.

If the immobilizer is successfully disabled:

  • Inform the customer that the vehicle should now be operational.
  • Confirm that the customer is able to start/use the vehicle.
  • Document the actions taken in the case.

If the command fails:

  1. Confirm that the vehicle has sufficient network coverage.
  2. Retry by uploading the .fk4d config file.

Step 4 – Escalation Criteria

Escalate the case if:

  • The IMMO command cannot be delivered.
  • The device is online but does not respond to commands.
  • The immobilizer remains active after troubleshooting.
  • There is an unstable or abnormal connection.
  • A physical inspection or hardware replacement may be required.

Use the approved escalation template when escalating the case.

Important Notes

  • Always verify connectivity before troubleshooting immobilizer issues by confirming that the device is online, checking the latest communication timestamp, and ensuring that the vehicle has sufficient network coverage.
  • Do not repeatedly send commands if the device is offline.
  • Document all actions performed in the case notes.
  • If remote troubleshooting cannot resolve the issue, escalate.

MGS200 Devices

Preconditions

Before troubleshooting:

  • Customer is connected through WhatsApp.
  • Customer is physically at the vehicle.

Step 1 – Press the Standard IMMO OFF Button in Cellocator tab

  1. Attempt the normal IMMO OFF Button by selecting the object>Select the “Communications” tab>Select the “Cellocator” sub tab. 
  2. Click on the “Off” button within the Immobilizer section.
  3. Check the RAW data to make sure the immobilizer is deactivated as “0”.

Customer Action

Ask the customer to:

"Please try to start the vehicle without signing in with your badge."

If successful:

  • Confirm with the customer.
  • Close the interaction.

If unsuccessful:

Proceed to Step 2.

Step 2 – Advanced Recovery Procedure (Last Resort)

Use this procedure only when the standard IMMO OFF button fails.

Important

The customer must remain connected through WhatsApp and be physically present at the vehicle.

Recovery Steps

Command

  1. In the Cellocator tab in FC Admin, locate the "Send hex config string” field and send the following hexadecimal command exactly as shown, without spaces:

000200410000BF36400908036D326D74000000

  1. Press the normal IMMO OFF Button one more time. And check the RAW data to make sure the immobilizer is deactivated as “0”. 
  2. And press the Reset device button in the Quick Actions section.
  3. The immobilizer should now be disabled.

Notes

  • This procedure should only be used as the final troubleshooting step.
  • Commands must be sent exactly as shown.
  • Do not add spaces or modify the hexadecimal strings.

Adittional if needed: IMMO ON Command

Send:

000200412000BF36400908036D326D74000000

And press the Reset device button.

BUZZER CASES

For buzzer-related cases:

  1. Verify the device type.
  2. Execute the standard buzzer troubleshooting according to the device.
  3. If remote troubleshooting fails and an over-the-air action cannot be completed, escalate to Tier 2 following the escalation procedure below.

NO DATA TROUBLESHOOTING

Device is not showing any trips, shows offline, no data, etc.

Initial Checks

Before escalating:

  1. Verify device type.
  2. Confirm last communication timestamp.
  3. Verify SIM type.

Attempt all available over-the-air troubleshooting steps, including:

• Open the M2M Service Portal>In the “SIM MANAGEMENT” tab.

• Open the SIM by selecting it at the bottom.

• Enter the SIM number in the SIM Identifier field and hit enter.

• Open the SIM profile by selecting the search result at the bottom.

• Select “Send SMS” in the top right dropdown list.

• Send the message command:

SIM Configuration Reference

882 SIMs

Configuration:

asd econnect m2m.public.nl,,,collector-eu.ecofleet.com,8904,tcp

43 SIMs

Configuration:

asd econnect collector-eu.ecofleet.com,8904,TCP

  1. Confirm whether the issue persists and the communication timestamp is updated (It may take up to 2 hours max).

If the issue remains unresolved, escalate to Tier 2.

Tier 2 Escalation Process

Use this process for:

  • No Data cases
  • Failed IMMO troubleshooting
  • Cases with abnormal connectivity
  • Cases requiring installer intervention

Step 1 – Create or Open Existing Salesforce Case

Use the customer's existing case whenever available.

Step 2 – Add Shared Update

Insert the following template:

TS case #

Customer name and ID:

Contact:

Adress for visit: Please align with contact

Plate:

IMEI/Device ID:

Device Type:

Sim:

FW version:

Configuration downloaded:

Description of problem:

Screenshots to clarify the issue:

Step 3 – Add Description

Suggested wording:

"Describe the issue as accurately as possible. Examples:

• No data received. Unable to troubleshoot remotely. Please verify connection and wiring.

• Device sends data sporadically. Please inspect connectivity and wiring.

• Device experiences power cuts and no stable connection is available. Please verify installation and power source.

We cannot do anything over air. Please check connection.”

Agents may adjust wording when appropriate.

Step 4 – Share and Update Case Status

After completing the escalation:

  1. Share the update.
  2. Set the case status to In Progress.

Netherlands-Specific Note

The Netherlands market is gradually migrating away from 2G connectivity.

Because of this:

  • 2G devices will progressively be removed from service.
  • Connectivity issues on legacy 2G devices may require hardware replacement.

When in doubt regarding Dutch 2G devices, contact the Benelux Team Lead Patrick Brinkman or Tier 2 for validation.

Suggested wording for feed notes:

"Use issue-specific wording in the feed notes whenever possible.

Examples:

• No data received. Unable to troubleshoot remotely. Please verify connection and wiring. If issue persists, swap device.

• Device sends data sporadically. Please inspect connectivity and wiring. If issue persists, swap device.

• Device experiences power cuts and unstable connection. Please verify installation and power source. If issue persists, swap device.”

Escalation Criteria Summary

  • Escalate to Tier 2 when:
  • No Data issue remains after troubleshooting.
  • IMMO OFF procedure fails.
  • Over-the-air commands cannot restore connectivity.
  • Device shows abnormal/unstable connection.
  • Physical inspection or installer visit is required.
  • Device replacement may be necessary.

Key Reminders

  • Always identify the device type first.
  • MGS200 troubleshooting requires active WhatsApp communication and the customer/contact person must be physically present at the vehicle throughout the troubleshooting process.
  • Use hexadecimal commands exactly as provided.
  • Escalate when over-the-air actions are no longer possible.
  • Follow the approved escalation template for all Tier 2 requests.
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