carrierweb CARRIERMATE Diagnostics Manual

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CARRIERWEB

DIAGNOSTIC GUIDE

CARRIERMATE™

VERSION 1.0

SEPTEMBER 1, 2015

Table of Contents

Troubleshooting

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Summary of Contents for carrierweb CARRIERMATE

Page 1 CARRIERWEB ® DIAGNOSTIC GUIDE CARRIERMATE™ VERSION 1.0 SEPTEMBER 1, 2015...
Page 2: Table Of Contents
Important Safety Information Safety Definitions Safety Advice How the CarrierMate ™ Works CarrierMate Overview ™ What are the benefits of the CarrierMate ™ Data Messaging and GPS Positioning Data Messaging Troubleshooting Guidelines Keep Known Good CarrierMate Component Spares in Shop ™...
Page 3: Important Safety Information
Driver – Do not use while the vehicle is in motion WARNING! Use of mobile display unit while driving will cause distraction and loss of vehicle control which may lead to serious injury or death. September 1, 2015 CarrierMate™ Diagnostic Guide Page | 3...
Page 4: How The Carriermate ™ Works
• Hours of service data ensures regulatory compliance. • On-board navigation application provides-truck specific route mappings. • Helps with safety and accident prevention • CarrierMate™ allows you to plan ahead for PM, and avoid failures on the road. September 1, 2015 CarrierMate™ Diagnostic Guide...
Page 5: Data Messaging And Gps Positioning
• A standard feature of the CarrierMate™. How the CarrierMate™ uses GPS • The CarrierMate™ receives positioning data from the GPS receiver, which is integrated inside the antenna to determine location. • CarrierMate™ position data is tracked minute by minute.
Page 6 Read This First… Topics in this chapter provide troubleshooting concepts and ideas. Read this chapter before you proceed to other chapters in this manual. For technical questions, contact CarrierWeb Client Support. • Call 866-884-8241 ext. 107 • Email: support.us@carrierweb.com September 1, 2015 CarrierMate™...
Page 7: Troubleshooting Guidelines
Use a Testing Power Cable with the AC to 12v Wall adapter If a CarrierMate™ is diagnosed bad on a truck, plug it in with a Testing power cable using the AC to 12v Wall adapter. • If it continues to fail, contact CarrierWeb Client Support for further troubleshooting.
Page 8: Replace Only Faulty Parts
• CAN LED above the F3 is lit Soft Reset If the CarrierMate™ is not responding, seems frozen or running slow, a soft reset will generally resolve this. The reset button is the small hole on the right side panel of the device.
Page 9: Information And Procedures For Performing A Basic System Verification
System Verification Topics in this chapter provide information and procedures for performing a basic system verification. For technical questions, contact CarrierWeb Client Support. • Call 866-884-8241 ext. 107 • Email: support.us@carrierweb.com September 1, 2015 CarrierMate™ Diagnostic Guide Page | 9...
Page 10: What Is A Basic Carriermate ™ System Verification
What Is a Basic CarrierMate ™ System Verification? • A functional system check that should be performed after Installation, and Install mode has been completed to verify that the CarrierMate™ is operating properly. CarrierMate ™ Status Screen • Shortly after you log-in to the CarrierMate™, the Home Screen displays.
Page 11 CarrierMate ™ Basic System Verification Turn the vehicle ignition ON; the engine must be running. Make sure the vehicle is in a good location. A clear view of the sky is needed for GPS when the unit is brought on the air for the first time, or after any reset or upgrade.
Page 12: Troubleshooting Steps
CarrierMate™ Troubleshooting Topics in this chapter provide troubleshooting steps to be followed prior to contacting CarrierWeb® Client Support. For technical questions, contact CarrierWeb Client Support. • Call 866-884-8241 ext. 107 • Email: support.us@carrierweb.com September 1, 2015 CarrierMate™ Diagnostic Guide Page | 12...
Page 13 • Short in the cable CarrierMate™ Debug Mode Debug mode can be entered with the following steps: • From the CarrierMate™ Home Screen • Select Messages, then tap New Message • Tap Text Message (or any selection to bring up the keyboard) •...
Page 14 CarrierMate™ Touchscreen Calibration If you are touching any of the icons on the touch screen and the screen is not responding quickly, the touch screen may not be calibrated properly. To recalibrate the CarrierMate™ touchscreen settings, from the Home screen: •...
Page 15 CarrierMate™ Touchscreen is Dim If you are touching the CarrierMate™ touchscreen and the screen is not lighting up, the touch screen may need the brightness turned up. • Tap the Tools icon or press the F4 button. • Using the slider adjust the touchscreen Brightness.
Page 16 Mobile Data Terminal (MDT) is on a Windows Screen If the Mobile Data Terminal (MDT) is stuck on a Windows screen, with icons along the left side of the screen, a file has been corrupted which is preventing the CarrierMate ™ firmware from loading.
Page 17 CarrierMate™ is Periodically Resetting The CarrierMate™ needs a constant power of 12v and if the unit drops below it will cause the unit to reset. It is not uncommon for the unit to reset on occasion during ignition events, if the unit is resetting while the vehicle is in motion this is a sign of a power shortage or damaged cable.
Page 18 Send Buffer Full Notification CarrierMate™ displays a Send Buffer Full notification when the unit is unable to send anything back to the server. Send buffer full means the unit was out of coverage or has stopped communicating and its memory has filled up preventing it from sending messages back to the server.
Page 19: Mobile Data Terminal (Mdt) Is Missing Storage Folder
• Push in the reset button on the side of the device while holding down the Sensor button • When the Menu screen appears, press F2 to format the Storage folder • Push in the reset button on the side of the device September 1, 2015 CarrierMate™ Diagnostic Guide Page | 19...
Page 20: Performing Updates With A Usb Flash Drive
Upgrades can be done remotely, via over-the-air upgrades, or using a standard USB flash drive. To prepare your USB flash drive for use with a CarrierMate™ device it must have two folders created on the card. The folders must be named exactly the way they are listed below.
Page 21 Install and Mounting Instructions Topics in this section provide environmental and power requirements for the CarrierMate™. For technical questions, contact CarrierWeb Client Support. • Call 866-884-8241 ext. 107 • Email: support.us@carrierweb.com September 1, 2015 CarrierMate™ Diagnostic Guide Page | 21...
Page 22: Carriermate™ Installation
• Mount the antenna on the lower left or right side of the windshield so the ‘UP” side has a clear view of the sky. • Connect the two antenna connectors (GPRS and GPS) to the Mobile Data Terminal (MDT) antenna connectors. September 1, 2015 CarrierMate™ Diagnostic Guide Page | 22...
Page 23 • Connect the CarrierWeb JCAN “Y” adapter (16-pin, 9-pin, or 6-pin) to the trucks JCAN. • Put the CarrierWeb “Y” into the original hole (newer models may need a “D” hole adapter instead of the screw type JCAN connector). • Connect the JCAN cable and the Mobile Data Terminal (MDT) cable.
Page 24: Carriermate™ Specifications And Power Requirements
CarrierMate™ Specifications and Power Requirements Operating System Interface Ports • 1 x USB • Windows CE.Net Core version • SD card Memory slot 5.0 (Powered by Microsoft) Internal SIM card socket • Built-in Super Capacitor to • Audio Codec: WM1800 •...
Page 25: Carriermate™ Install Mode
CarrierMate™ Install Mode Topics in this section provide instructions for using the CarrierMate™ Install mode feature. For technical questions, contact CarrierWeb Client Support. • Call 866-884-8241 ext. 107 • Email: support.us@carrierweb.com September 1, 2015 CarrierMate™ Diagnostic Guide Page | 25...
Page 26 • Choose if this is a “New Install” or a “Replacement unit” and press “Send”. Note: Only select "New unit" if this is a brand new CarrierMate™ just purchased that is being installed in a vehicle that has never had a CarrierMate™ installed before.
Page 27 • The CarrierMate™ will run a CANbus analysis and start a countdown to ensure we are receiving CANbus data correctly September 1, 2015 CarrierMate™ Diagnostic Guide Page | 27...
Page 28 Note: Upload time will vary and depends on the units current cell coverage, this generally takes a few minutes) If you skip this step your CarrierMate™ MDT may not recognize the ‘Driving” status. • Once the data is analyzed press Next in the bottom left corner •...
Page 29 Once the CarrierMate™ is installed and powered up with a good signal and line-of-sight to the sky, it usually takes about 15 minutes for the CarrierMate™ Install Mode to get all the company defined settings and configurations and analyze the ECM CANbus data.
Page 30 Standard RMA Procedure Topics in this section provide the CarrierWeb standard Return Material Authorization (RMA) procedure and policies for use in the United States only. It applies to CarrierWeb products that need to be returned for replacement or repair. For technical questions, contact CarrierWeb Client Support.
Page 31: Standard Return Material Authorization (Rma) Procedure
Our website manual provides customers with troubleshooting steps, How-to’s and downloadable guides to follow before requesting an RMA. Required Information Before the RMA number can be issued, you need to provide CarrierWeb Client Support with the following information. Customer Name and Contact: The name of the company that is requesting the RMA and the name of the person making the RMA request.
Page 32 Description: A complete description of the problem associated with the device. Please be specific. CarrierWeb needs as much information as possible to effectively duplicate the failure, diagnose the problem, and repair the failed unit. It is better to give too much information that not enough information.