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My audio calls are not connecting
My audio calls are not connecting

Trouble with audio calls? Discover quick solutions and learn common reasons for audio issues.

Mitch Logistimatics avatar
Written by Mitch Logistimatics
Updated over a week ago

Experiencing difficulties connecting audio calls on your Logistimatics tracker? Don't worry, we're here to help! In this guide, we'll troubleshoot common issues and provide step-by-step instructions to help you resolve them. Let's get started!

Step-by-Step Guide

To troubleshoot audio connectivity issues on your Logistimatics tracker, follow these steps:

Set Your SOS Number

SOS (CENTER) numbers are authorized phone numbers used for communication with your Logistimatics device, typically the owner's personal cell phone number.

Follow these steps to set your SOS number:

  1. Open the Logistimatics mobile app on your smartphone.

  2. Select the device you want to set the SOS number for.

  3. Tap [Commands] > [New] > [Set SOS Numbers].

  4. Enter the authorized phone number/s.
    For example, 1987456321. Non-numeric numbers are not allowed.

  5. Tap [Set SOS Numbers].

  6. Wait for a moment as your device responds with 'OK! CENTER1: _____ CENTER2: _____ CENTER3: _____', indicating successful programming.

Check Tracker's Connection Status

Ensure that your tracker is powered on and connected to the cellular network. Follow these steps:

  1. Open the Logistimatics mobile app.

  2. Go to the 'Active Trackers' page.

  3. Select the thumbnail of the device you want to monitor.

  4. Tap [Info].

  5. Check if the device has an active network connection. The location pin-dropper will appear blue or green if geofences are enabled. If it's gray, the device is not currently connected, and live audio will not be accessible.

If the device is disconnected, try moving it to a different location where it can establish a new connection with a cell tower. This can help improve audio connectivity.

Verify Live Audio Minutes

Make sure you have enough live audio minutes on your account. Here's how:

  1. Open the Logistimatics mobile app.

  2. Go to the INFO tab.

  3. Check the remaining live audio minutes.

  4. If you have used up all your live audio minutes, you can purchase more through the provided link.

If you've used up all your minutes, you can buy more. But note, that depleting your audio minutes switches your tracker to an alternate communication plan preventing calls from connecting. Buying more minutes restores this feature, but there might be a delay due to AT&T's setup time.

Temporary Connectivity Issues

Sometimes, connectivity issues can be temporary and resolve themselves over time or when the tracker moves to a new location. Factors such as network coverage, congestion, obstructions, or the tracker being stationary indoors can affect the audio signal.


Additional Tips for Troubleshooting

If the issue persists, here are some additional tips that may help resolve the problem:

  1. Call the device directly from the Logistimatics mobile app.

  2. Unblock your phone number by dialing +1 *82 (555) 555-5555 (replace the 5's with the tracker’s phone number).


To Conclude…

Before you can connect to live audio on your tracker, you need to:

  1. Set your cellphone as the SOS number so that the phone is authorized to listen.

  2. Make sure your tracker is powered on and connected to the cellular network.

  3. Understand that most live audio connectivity issues are temporary and will alleviate over time or when the tracker moves to a new location.

  4. Ensure you have enough live audio minutes on your account.


Help Needed?

You can send a support ticket or chat with a live agent through our Support Center at https://logistimatics.com/contact/ or email us at hello@logistimatics.com. Our dedicated support team is available to assist you from Monday to Friday, 9 AM to 5 PM Eastern Time.

Thank you for choosing Logistimatics, and we wish you a seamless tracking experience!

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