GPS Tracking Help Desk

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Help Desk

Software Help Desk

Training and Support

Courteous Fully Trained Customer Service Staff based in New Zealand.

Please see our Frequently Asked Questions and Handy Hints below.  Please contact us for further assistance with software usage and training. Our customer service & support staff are fully trained professionals able to quickly assist with any requests.

Handy Hints

Always log in via the ITS GPS Login Page.

Do Not Use any other shortcuts, or favorites which may be outdated software.

Always Use Google Chrome Browser Download Here

ITS Intellitrac software works best with Chrome Browser, some features may not work reliably with other browsers

Frequently Asked Technical Support Questions

Please refer to the questions and answers below before you Contact Us

Please note each GPS device may be programmed differently and examples provided should be used as a guide only.

Question 1:- One of my vehicle’s locations has not updated

As a general rule, vehicles will not update location unless the vehicle ignition is switched on.

The tracking device will enter power saving sleep mode approximately 3-15 minutes after the ignition is switched off in order to prevent flat batteries and excessive data use.

GPS location will not update if the vehicle is travelling in a 2G/GPRS mobile blackspot area. See Question 3 below.

Ensure the vehicle has been used since the last location, date and time displayed on the map.

This information is available by hovering the mouse over the vehicle icon on the map or viewing the information contained in the table below the map.

Please log out using the ICON at the top right hand side of the software screen. Then log back in.

If the vehicle has been used, and the position data has not updated:-

Go to the “Reports Menu” and generate a “Position Details Report”

Search for any evidence of device tampering or vehicle related faults.

These will be indicated as Tow, Power Disconnected, Backup battery low, GPS error etc. in the Event Name column of the report

Tow:- Means the vehicle is moving without ignition on. This fault is normally a result of a blown ignition fuse.

This is possibly a result of plugging in a faulty mobile phone charger in the cigarette lighter socket or power adapter or some other electronic interference on the vehicle.

Check all fuses in the vehicle. If fuses are OK, please schedule a service call by clicking here.

Power Disconnected:- Means the GPS device has lost power . For example:- The car battery has been disconnected or the GPS device has been unplugged or tampered with. The device will normally operate on backup battery until power is restored.. Please check car battery connections and check all fuses in the vehicle. If the car battery is connected and fuses are OK, please schedule a service call by clicking here.

GPS Error:- Means the GPS Antenna has been compromised, unplugged or tampered with. Please schedule a service call by clicking here.

Also view Question 3.

Question 2:- One of my vehicle’s locations is updating randomly

Go to the “Reports Menu” and generate a “Position Details Report”.

Search for any “Tow” events in the column “Event name”.

Tow:- Means the vehicle is moving without ignition on. This fault is normally a result of a blown ignition fuse.

Most common causes are a result of plugging in a faulty mobile phone charger in the cigarette lighter socket or power adapter.

Check all fuses in the vehicle. If fuses are OK, please schedule a service call by clicking here.

Question 3:- One of my vehicles is currently being used, however the location has not updated on the map

Like most smart meters, ATMs and vending machines, GPS devices send their position data using the 2G/GPRS mobile phone network.

Your vehicle maybe in a 2G/GPRS mobile phone black spot.

All collected data is sent once coverage is available. There is no loss of data.

Please wait 15 minutes and try again.

Please note:- ITS-100 and ITS-10 base devices function on the 2G/GPRS network which has limited coverage in some areas.

If live tracking is important in rural or outer metro areas, please consider upgrading to ITS-300 NextG devices. For more information

Indicative Network coverage maps are available here

ITS-300 product information is available here.

Also refer to Question 1.

Question 4:- All my vehicles are currently being used, however ALL their locations have not updated

This may indicate a Telecommunications error or an IntelliTrac server issue.

Please log out and log back in again.

Always login using the ITS IntelliTrac home page at www.gpsworld.co.nz. Do not create a shortcut on your desktop. Login from here.

Any outage information will be displayed on the IntelliTrac home page or as a pop up message during the log in process.

Question 5:- I have just purchased a new GPS device and it is not showing on my software

Please Logout using the ICON at the top right hand side of the software screen. Then log back in.

Please select and load all vehicles when logging in.

Question 6:- I have forgotten my username and password

Please go to the ITS IntelliTrac login page and send a password request.

Please ensure the email is sent from the email address given on the original order form.

Question 7:- When generating reports I get the message ‘No Data Found’

Ensure that you have entered the correct date range for the report.

Ensure that the vehicle has been used during the date range.  For example:- If generating a report for yesterday, ensure that the last position displayed on the map is actually yesterday or today. This information is available by viewing the time and date of the last position sent displayed on the position grid table below the map, or by hovering the mouse over the vehicle icon on the map.

Generate a “Position Details Report” for the required date range and look for evidence of ignition on and ignition off.

Note:- If the Position details report shows signs of tampering or TOW (see Question 1), all other reports may not generate correctly.

Generate a “Polling Report” and investigate GPS device activity such as Ignition on, ignition off, tracking, and data connectivity to the IntelliTrac server for the required date and time range..

Note:- If the “Polling Report” shows connections to the IntelliTrac server, but does not show any ignition on, ignition off or tracking, then either the vehicle was not used on the day or the tracking was disabled (privacy mode) on this GPS device.

Question 8:- The mileage on my GPS software does not match the odometer in my vehicle

Many GPS devices display your current mileage based on a simple calculation of how much distance was covered.  These readings are initially set at the time off installation and your vehicle odometer will be added to our software.  It must be noted however that over time there will generally be a variation between the mileage shown on the vehicles odometer or hubometer and the mileage showing on the report screen.

To find out more about this please go to our Odometer and Hubometer information page