Troubleshooting OEM
Jump to:
- Onboarding and Enrollment Issues - Troubleshooting OEM Subscriptions
- Operational Issues - Restore Tracking
- Transport Mode Deactivation Process
Overview
Diagnosing Issues with OEM-Connected Vehicles
When using OEM-Connected Telematics, most issues fall into two main categories:
- Onboarding and Enrollment Issues – These occur when there’s a problem getting your OEM-connected vehicle set up and showing in the Azuga platform.
- Operational Issues – These occur when a vehicle that was already set up stops reporting data or certain telematics features stop working.
Onboarding and Enrollment Issues - Troubleshooting OEM Subscriptions
This guide will help you understand each type of issue and the steps you can take to get your vehicles online and reporting data to Azuga properly.
Clicking on a row in the OEM Subscription table will open a drawer that includes a Troubleshooting section beneath the activity timeline. This section helps pinpoint the exact issue and next steps.
Section |
Description |
Your Issue |
A brief summary of what’s preventing activation (e.g., missing vehicle consent, failed subscription, invalid VIN). |
Resolution Action |
What needs to be done to resolve the issue (e.g., complete consent form, verify compatibility). |
Resolution Owner |
Indicates whether action is required from your side or being handled by Azuga. |
Resources |
Helpful links to relevant articles, consent portals, or OEM tools. |
For more details on OEM Subscriptions please read more here: OEM Subscription Page
OEM-Connected Vehicles Not Tracking
Incomplete OEM Activation
One of the most common and confusing issues that customers face is when a request to activate a subscription succeeds, but there is no telematics data available in the Azuga platform - as indicated by "N/A" in the Last Contact Date field on the OEM Subscriptions table.
This condition occurs when the vehicle has not started emitting data - generally because it has not received the command to do so. If you are facing this issue, please cycle the ignition and/or and take a short trip in an area with reliable cellular network coverage.
If the vehicle is being driven and the issue persists, please reach out to your account or support representative.
Offline Vehicle
If an OEM-Connected vehicle was tracking, but has stopped please see the Operational Issues section below.
Other Common Issues and Resolutions
The Troubleshooting table in the OEM Subscriptions Drawer will always point you to next steps for resolving any issues. We have highlighted some of the most common below.
Issue Summary |
Resolution Owner |
Resolution Action(Customer facing) |
| Awaiting First Trip | User | Cycle the ignition or take a few short trips to enable the over-the-air commands to be received by your vehicle's modem. |
| Vehicle Unresponsive to Subscription Request | Azuga | In rare cases, there may be an issue with your vehicle's modem. If the OEM Subscription Activation is complete and the vehicle is being driven, but is not reporting telematics data, please open a support case and reference the VIN. Azuga will work with our data partners to resolve the issue or offer alerternatives. |
Invalid VIN |
User |
The VIN you entered is invalid. Please provide a valid 17-character VIN. |
Ford Consent Required |
User |
VIN requires consent in Ford Fleet Marketplace. Verify consent is granted to appropriate Service Provider. Retry action after consent is granted. |
GM Account Error |
User |
There is a problem with your GM Account. Please reach out to Azuga support for next steps |
Consent Error |
User |
Azuga can not confirm your consent to consume data from this vehicle. Please review the Onboarding guide for steps required for the make of this vehicle or contact support for assistance. |
Master Reset Required |
User |
Vehicle requires a master reset due to a settings conflict. Before attempting a Master Reset, reach out to your support representative or an authorized dealer for your vehicle to understand the process. |
Not OEM Compatible |
User |
This vehicle does not support OEM connected telematics. Please contact your sales or support representative or call (888) 790-0715 to order an Azuga GPS device. |
Ignition Cycle Required |
User |
Vehicles requires an ignition cycle to complete the enrollment. Please make sure the vehicle is in an area with good cellular coverage and cycle the ignition on for 5 minutes. |
Vehicle Location Unavailable |
User |
Vehicle location is masked. Enable Location Services in the vehicle's Privacy Settings and retry action. If issue persists, contact Azuga Support. |
GM Onstar Activation Required |
User |
Vehicle's OnStar telematics unit is not activated. Press the blue OnStar button, ask for a "Fleet Advisor" to activate the OnStar account. Retry enrollment. If issue persists, contact Azguga Support. |
Enable Ford Customer Connectivity Settings (CCS) |
User |
Vehicle is not reachable. Ensure Customer Connectivity Settings (CCS) have both Data and Connectivity turned on, vehicle is in area with good cellular coverage, and key on vehicle. Retry enrollment after key on. |
Remove from Transport Mode |
User |
Vehicle is in transport/factory mode and cannot be enrolled in this state. Follow vehicle's manual to remove from transport mode. Please see: Transport Mode Deactivation Process |
Unknown Error |
Azuga |
Azuga is aware of this issue and will take steps to resolve as soon as possible. If it persists please report the VIN and the issue to your customer representative or support contact. |
Operational Issues
Ford
Possible Causes |
Resolution Action |
Vehicle Inactivity: 72+ hours of no ignition or movement may pause tracking. |
Turn the ignition ON and take a short drive (at least 5 minutes). |
Transport Mode: May be re-enabled after a major service or battery disconnect. |
Please see: Transport Mode Deactivation Process |
If CCS (Connected Car Settings) is off, tracking halts. |
Check if CCS is enabled. |
Low Connectivity Zones: Underground or rural areas may block signals. |
Move the vehicle to an open, high-connectivity area. |
Master Reset Needed: In rare cases when over-the-air updates are unsuccessful. |
Perform a Master Reset if needed or consult with Azuga or an authorized Ford service provider. |
GM (General Motors)
Possible Causes |
Resolution Action |
Inactivity/Sleep Mode: Idle for 3–14 days may pause telematics. |
Turn ignition ON and drive the vehicle for at least 5 minutes. |
Major service or battery disconnect may reset OnStar and can pause data transmission. |
Resume ignition cycle and allow a few minutes for systems to reinitialize. |
Consent Expired (Micro-Fleet): If data sharing is revoked. |
Ensure consent for data sharing is still valid, or consent is not granted to another telematics provider over Azuga. |
| Transportation/Shipping Mode | Please see: Transport Mode Deactivation Process |
Stellantis
Possible Causes |
Resolution Action |
Inactivity/Sleep Mode: Idle for 3–5 days may pause telematics. |
Turn ignition ON or take a short trip (5+ minutes) to resume tracking |
| Ship/Logistics Mode | Please see: Transport Mode Deactivation Process |
| OTA required, followed by cleaning personal data and resetting radio configurations. | This indicates that the vehicle requires certain resets and updates before it can complete OEM data activation. To resolve: 1) Clear personal data Go to Settings > Reset > Clear Personal Data. Perform the CPD reset and then retest the vehicle. Drive through three ignition cycles to allow new apps to download. 2) Reset Radio Configurations Go to Apps > Vehicle > Settings > Reset > Factory Reset. Note: This will erase all radio settings. App downloads and updates can take as much as 20m to complete. |
Toyota
Possible Causes |
Resolution Action |
Inactivity/Sleep Mode: Idle for 5–7 days may pause telematics. |
Turn ignition ON or take a short trip (5+ minutes) to resume tracking |
| Transportation/shipping Mode | Please see: Transport Mode Deactivation Process |
Understanding and Disabling Transport Mode by Vehicle Make
Transport Mode is a factory setting many OEMs use to conserve battery life and limit certain vehicle functions during shipping or storage. While active, features such as infotainment, climate control, remote start, and charging may be unavailable.
Dealers typically turn off Transport Mode before delivery, but if your vehicle still shows it’s enabled, you can manually disable it using the OEM-specific steps below.
How to Know If Your Vehicle Is in Transport Mode
- Limited or disabled infotainment, climate control, or remote features.
- A dashboard or instrument cluster message such as “Transport Mode – Contact Dealer”.
- Reduced battery performance or unusual charging behavior.
- Accessories (radio, windows, etc.) shutting off after one minute instead of the normal ten minutes.
- Remote start not functioning.
How to Disable Transport Mode – OEM-Specific Guidance
⚠️ Best Practice: We recommend contacting a certified dealer for your vehicle’s make to ensure proper deactivation.
💡 Quick Tip: Many reliable resources and tutorials are available online to help you disable Transport Mode safely and easily.
Ford
- Turn the ignition to Run (engine off).
- Press the brake pedal five times.
- Press the hazard switch four times in the sequence: on, off, on, off — all within ten seconds.
- Confirm the IPC shows “Normal Mode.”
General Motors (GM)
- Turn on the hazard lights.
- Press and hold the brake pedal.
- Hold the Start/Stop button for 15 seconds.
- Confirm the DIC shows “Transport Mode Off.”
Toyota
- Start the vehicle.
- Press and hold the OK button on the steering wheel for 10+ seconds.
Confirm the transport message disappears.
Note: Some models exit automatically after ~60 miles (100 km) of driving.
Stellantis (Ram, Jeep, Dodge, Chrysler, Fiat)
Transport Mode Name: Ship Mode or Logistics Mode
- Turn the hazard lights ON.
- Turn the ignition ON.
Hold the Up Arrow (^) button on the steering wheel for 5 seconds.
Notes: Vehicles with >110 miles auto-exit to Customer Mode and disable manual toggling. Manual deactivation is available only on certain commercial models with <110 miles.
Still facing issues? Reach out to customercare@azuga.com