FAQ

1. If I travel across the border, do I need to enable roaming?
You do not need to turn on roaming — it just works!
2. What happens if I put my GO device into another vehicle?
The GO device will figure out that it has been plugged into another vehicle when it detects new VIN information from the vehicle. Once the GO device learns that it is in a new vehicle, it will automatically recalibrate itself using its built-in accelerometer to determine its new orientation in order to detect acceleration events properly. Finally, the GO device will reset its previously held engine data, such as the odometer value, and will begin logging the values that it receives from the new vehicle. Learn more about the benefits of transferring telematics devices between vehicles in this blog post.
Device management is now automated. When the GO device detects a new VIN, it will automatically create a new vehicle in software platform, eliminating the need to manually perform this change.
3. Is the GO device capable of draining my car battery?
No, the GO device will go into sleep mode when the vehicle is turned off and will only draw 5 mA of current. A typical car battery has a capacity of 50 Ah, which means it will take over a year before the device can come close to depleting the battery.
4. Is it legal to connect a third-party device to the vehicle OBD port?
Yes, the OBDII port has been the standard way of connecting diagnostic tools to vehicles since 1996 in most countries.
5. Will connecting to the OBD port void my vehicle warranty with the manufacturer?
No, warranty is not void.
6. What is OBD?
OBD stands for on-board diagnostics, an automotive term that refers to a vehicle’s diagnostic and reporting capabilities. The OBD is a valuable tool for repair technicians, vehicle owners, and fleet managers, as it is used to monitor the health and performance of the vehicle engine and emissions system. Vehicle manufacturers first started to build this computer system into vehicles in 1996. The GO device connects to the OBDII port out of the box, which is a standardized connector in most vehicles today.
The amount of diagnostic information available through the OBD, which is given in specific diagnostic trouble codes (DTCs), varies for each vehicle make and model. This blog provides more information about diagnostic ports.
7. Is my vehicle supported?
Almost all vehicle types are supported, although older vehicles may have less engine data available.
8. Do you interface with the CHASSIS ECM? If yes, do you communicate commands?
This depends on the chassis type and engine. Vehicles transmit data from a multitude of sources that include the engine, the drivetrain, and the instrument cluster by using a communications protocol. There are many possible protocols that are used by the various manufacturers and component suppliers of the vehicles. The GO7 can detect all of the vehicle data communications from the engine, the drivetrain, the instrument cluster, and other subsystems that may be installed. The customer will then have access to the richest collection of information from a vehicle that is possible. The GO7 listens to the ECM for data to be broadcast. If the engine data we want is not broadcasted, we will poll the ECM to try to retrieve the data.
9. How do firmware upgrades work?
The firmware for all live devices is managed by telematics provider and the current release firmware is pushed over the air to the devices on a regular basis. You can view the firmware release notes to see the current release firmware versions. If you are experiencing issues with your device you should verify that it is running the latest version and if it is not, let Moove know so that the device can be updated.
10. Can the GO device detect GPS jamming?
Yes, the GO device can 'detect GPS jamming' and will log a “GPS jamming” log if it believes there is something is interfering with the GPS signals. The jamming log is typically recorded if there is a GPS jamming device in the vehicle, the GO device is surrounded by metal plates, the vehicle is travelling in an area with dense foliage, or the vehicle is underground.
11. How do we secure data?
Data is encrypted using SSL encryption similar to any major financial institutions. The customer defines who has access to their database and what they have access to within it. Moove’s employees can have access to databases for troubleshooting purposes only, and this is largely on the approval of the customer. To ensure complete transparency and accountability, all access into a customer database is audited and stored indefinitely within the database audit log for the customer to see. Please review our security policy guide for more detailed information.
18. Can I use the software on my iPad, Android or Windows tablet?
The software application was designed to run in your device’s web browser. This means that the software will be accessible to you at my.geotab.com regardless of your location, computer, or mobile device. Please note that the device that you are using requires an active internet connection.
19. What is software’s web browser compatibility?
As we continues to innovate, many modern features of the web are integrated into our products. In order use all the advanced functionality, a modern browser is required. A modern browser includes the following:

* Microsoft Internet Explorer 11+
* The latest version of Google Chrome
* The latest version of Mozilla Firefox
* Apple Safari 6+
20. What are the minimum system requirements to run software?
* Windows Vista, 7, 8 or later
* Mac OS X 10.5 or later
* .NET 2.0 (already installed with Vista)
* 40 GB hard disk that has 15GB space free
* 1 GB of RAM
* Additional hard disk space might be required for data storage
* iOS (iPhone, iPad and iPod Touch) 5.0 or later
* Android 3.0 or later (Android 2.1 or later when using Firefox for Android)
* Touch screen displays are supported

Note: Due to the volume of data presented (result of maps and reports), we also recommend that you have access to a high speed internet connection.
21. How often are my vehicles updated?
The map refreshes every 15 seconds in the browser. The device itself will send updates at varying intervals depending on driver behaviour or vehicle health. At a minimum, the GO device updates its location at least once every 100 seconds while driving. The more the direction or speed changes, the more often the location will update.
22. How many users can we have?
You can create an unlimited number of users. Furthermore, users can be configured to have specific roles with varying levels of access. For instance, you can set up distinct groups of user accounts to be used for your dispatchers, managers, supervisors, and administrators. You can manage your user accounts by navigating to Administration and then selecting Users.
23. Where is the data stored and for how long?
Data is stored within servers of AWS and Google Cloud Services. Data will be retained for at least seven years. However, should a customer have specific purging or archiving needs, we will assist in managing those requirements.
24. How often is the odometer recorded?
The odometer is recorded at the beginning, end, and at every hour of a trip. When the GO device detects an ignition change, it will send an odometer request to the engine. The same request is sent every hour if a trip lasts longer than an hour. please see the document here.
25. Can I have reports emailed to my managers?
Yes, anybody can receive reports via email. When turning on an existing rule, click the mail button to define email recipients. When creating a rule from scratch, select the notifications tab and select Add email to add recipients.
26. Can we run reports by driver?
Yes. By utilizing driver ID feature, reports can be run by vehicle or by driver. You can do this by manually assigning drivers to vehicles, or using the IOX-NFCREADER.
27. How do I change my password?
To change your password, select your email address in the upper right hand corner of the screen and then select Change Password.
28. How do I create a new password?
To create a user password, navigate to Administration > Users. Select a user by name and then select Reset Password. You can choose to have them reset their password the next time they log in by selecting the Force password change on next login question or you can manually enter a new password for them.
29. What languages is the software available in?
English, French, Spanish, German, Polish, Brazilian Portuguese, and Japanese.
30. How do you assign a vehicle to a group?
Vehicles can be assigned to groups by navigating to Vehicles. Select the vehicles you want to change and then select the Groups section. You can make changes to multiple vehicles at a time by selecting the checkmark in the top right.
31. How do you assign a driver to a vehicle?
Drivers can be assigned to vehicles by navigating to the map. Select the vehicle you want to assign a driver to from the drop down list by selecting the arrow. You can search for a specific vehicle by name, VIN or serial number. When it appears on the map, select it and then select Assign Driver, then finish by choosing the appropriate driver from the list.
32. What shape can a zone be?
Zones can be any shape that consists of three or more sides. For example, some users create their zones to contain smaller office locations such as parking lots, while others may define larger zones such as an entire highway.
33. Is vehicle routing supported?
Yes, we offer a routing feature that allows you to connect a sequence of zones together to create a route. The route can optionally start and end at the same location and can be defined in any order you wish. Additionally, a route plan can be created to report on discrepancies between your planned route and where the driver actually went.
34. What reports are available?
We offer a comprehensive set of reports to suit your business needs. Our reports range from driver safety and behaviour monitoring, risk management, zone entry and exit, real-time exceptions and many more. Almost all aspects of our reports can be customized using Microsoft Excel.
35. How do I customize a report?
To configure the options of a report, go into Administration > Custom Reports. Highlight the report to configure, then choose the Report Options button at the top. This is where you can define date ranges, groups of vehicles to be included in the report, exception rules, whether you want the report by driver or by vehicle, which zones to be included, and so on.
36. How can I change my reports file type from Excel to PDF?
Once you have selected a report and it is displayed on the screen, you will see a PDF button and an Excel button at the top of the page. Choosing either one of these will send the report out in that format.
37. What is the maximum file size for emailed reports?
The maximum file size for emailed reports is 10 MB and any further emails will be disabled for 60 minutes if the email limited is exceeded. In addition, the email report will be disabled if any of the following is true:

* Attachment size > 10 MB
* Total number of emails sent in an hour per rule > 500
* Total data usage of emails per hour > 500 MB

Finally, please note that PDF email reports generally have a larger file size compared to Excel emailed reports.
38. How do I create my own report?
We support customized reporting through both Microsoft Excel and through the Moove and MyGeotab API. To create a custom report in Excel based off of a standard template click on Administration > Reports > Report Views. From here, you can select any default report and download the template to customize. Once you have added your customizations you can import the template back into the database by clicking Add Excel File.
39. How can I import zones?
Zones can be imported directly. Go into Zones & Messages > Import Zones. Zones can be imported either by address or by latitude and longitude and an example of each is available by clicking the Show Help button which appears as a question mark. When you click on the box that says Drag and drop your files, you can select the excel file containing the zone information.
40. How can I import vehicles, routes, and/or users?
You can perform a bulk import by using the SDK. Simply navigate to my.geotab.com/sdk, select JavaScript Samples on left and select click here to download. This will download bulk edit programs which will allow you to bulk import vehicles, routes, route plans, and users.
41. What mobile device(s) does your product run on?
Software is accessible from any device that runs a standard browser. MooveTrip app, is supported on Android 4.0+ and iOS 8+