Comet Suite Self-Help Wizard

1Troubleshooting Steps

2Customer Information

Troubleshooting
WHAT DO YOU NEED HELP WITH?*
- PASSWORD RESET FOR SYSTEM USER
- TROUBLESHOOT MOBILE DEVICES
- INSTALLING MOBILE APPLICATION (MCOMET)
- EDIT A TRACKING USER
- MY VEHICLE IS NOT TRACKING
- ORDERS NOT SHOWING ON HANDSET
- MY DATABASE IS FULL
- LIVE VIEW NOT UPDATING
- NOT LISTED
ARE YOU USING COMET TRACKER ON THE WEB?
- YES
- NO
MOBILE DEVICES TYPE?
- ANDROID
- IOS (APPLE)
- FEATURE/FLIP PHONE
ARE YOU USING COMET TRACKER ON THE WEB?
- YES
- NO
WHICH TYPE OF VEHICLE TRACKING DEVICE DO YOU HAVE?
- CALAMP LMU 2600 SERIES
- CALAMP LMU 2800 SERIES
- CALAMP LMU 3000 SERIES
- CALAMP LMU 700 SERIES
- CALAMP LMU 600 SERIES
- DON'T KNOW
IS THIS EFFECTING MORE THAN ONE DEVICE?
- NO
- YES
IS THIS EFFECTING MORE THAN ONE USER?
- NO
- YES
Steps
Comet Tracker Web Portal:
1. Please hover your mouse over the “Admin” tab until you see a drop down menu and click on, “My Account”
2. Once selected, click on the middle tab, “Change Password” to input the new password.
3. If you are unable to change password because you have forgotten it, please contact your Admin System User or go to http://login.actsoft.com/ and click on the “Forgot your password?” link.
4. If you are unable to retrieve your password, please call into our support queue at 813-938-1511 between the hours of 8AM-6PM EST for a password reset.
Comet Tracker Client Software:
1. If you do not know your login credentials, have your Admin System User reset the password for you. If the admin system user is not available, you can try to log in with the default admin system user.
2. Once logged in, select the “Administration” Tab.
  Please note: It may be under “Management” for older versions).
3. Under “Administration”, please select “System Users”
4. Double click on the system user you want to reset the password for.
5. Click on “Edit” to make changes in the password field, insert the new password and then select the “Save” option to save the changes made.
6. New password is now set for the system user.
7. If you are still having issues resetting the password, Call into support queue at 813-938-1511 between the hours of 8AM-6PM EST for a password reset.
Android devices
1. Ensure user credentials are correct
2. Verify location services are turned on and mode set to high accuracy
3. Within the App Manager ensure mComet is allowed to use location services
4. Verify signal strength (if low signal move closer to window or outside)
5. Restart device
Apple devices
1. Ensure user credentials are correct
2. Verify location services are on, tap settings, then privacy. Location services will appear.
3. Within settings locate mComet app and ensure app has access to GPS services
4. Verify signal strength (if low signal move closer to window or outside)
5. Restart device
Feature/Flip Phones
1. Reboot device
2. Verify location services are turned on. Press Menu, Select Settings and tools, select phone settings and then select location. (This process may vary depending on the device.)
3. Uninstall/install app
Installing Actsoft Mobile Applications on Smart Devices
1. Login to app store (Google Play Store, Apple App Store) and search for Actsoft
2. Click install and download the application
3. Once the application has downloaded, click the icon to open
4. Input the account number and user number and login.
5. You have just completed installing the mComet Mobile Application!
Installing Actsoft Mobile Applications for Feature Phones (Flip-Phones)
1. Call into the support queue at:
  813-938-1511 between the hours of 8AM-6PM EST
  
  A support technician will send the install link to the device(s) that need the application installed
Comet Tracker Web Software:
1. Go to Admin > Tracking Users
2. Double click over the desired user and one of the below screens will open. Just change the desired information and Save.
Comet Tracker Client Software:
1. Go to Administration > Tracking users (devices).
2. Double click over the desired user and the Tracking User Details screen will open.
LMU 2600 (Wired Device)
- If the device is working properly, the lights on the unit will have a solid green and amber light.
- Check wiring. Verify the white is going to ignition, red to constant power and black to ground.
- Power cycle the device. Unplug from power.
- Try the device in another vehicle.
- Download Installation Guides
LMU 2800 Device (Wired Device)
- If the device is working properly, the lights on the unit will have a solid green and amber light.
- Check wiring. Verify the white is going to ignition, red to constant power and black to ground.
- Power cycle the device. Unplug from power.
- Try the device in another vehicle.
- Download Installation Guides
LMU 3030 Device (Plug N Play)
- Check lights on the unit. Make sure it is getting power and has lights. If solid, the unit should be working. If flashing, troubleshooting might be required.
- Power cycle the device. Unplug the unit. Plug back in
- If still not tracking, try the unit in another vehicle.
- Download Installation Guides
LMU 720 Device (Asset Tracker)
- Make sure the unit has the magnet removed.
- Has a clear view of the sky.
- Download Installation Guides
LMU 620 Device (Asset Tracker)
- Clear view of the sky.
- Make sure the six AA batteries are functional. If not, replace.
Visit our CalAmp Installation page

Click Here
Orders Not Showing On Handset

One user is not getting their orders:
1. Is the application open and signed into the correct user on the device? Confirm the account number and user number on the Setup/Home screen (Android/iOS respectively) inside the mComet application.
2. Is the user clocked in? By default, the user will need to be clocked-in to view the form and order buttons. This setting may have been updated on some users so they can see these buttons without being clocked in.
3. If the above steps do not get that user’s orders to show, please contact Tech Support during our normal business hours for assistance.
Orders Not Showing On Handset

No users are getting their orders:
1. If no users are getting orders, than the issue will most likely be on the server.
2. If order statuses have been updated recently, make sure that the Dispatched status has the ‘Use on Phone’ box checked.
3. Restart communication service on the main server machine. Steps below:
  - Right-click the Comet Tracker icon on your desktop and select ‘Open File Location’
  - Locate Config Util
  - Right-click on the Config Util and select ‘Run as Administrator’ (this gives us access to restart the Communication Service)
  - Click on ‘Services’ tab
  - Turn on Communication Service if off or right-click and select restart if Communication Service is already running
4. If restarting the communication service does not get the orders to show on the devices, then there may be an error in the logs preventing data transmission. Please contact Tech Support during our normal business hours for assistance.
A message pops up stating that you are over the available memory limits.

**If you are receiving a message stating you are over the available memory limit please check your Microsoft SQL version**

SQL 2005 = 4000MB (4GB) of storage

SQL 2008 R2 or later = 10000MB (10GB) storage

If you are below the limit, you will continue to download data until you reach the designated cap.

Call into the support queue at:

813-938-1511

If you are over these limits between the hours of 8AM-6PM EST for assistance.
Live View Not Updating

One user not updating on Live View:
1. If only one of your users is not updating on the Live View, it is likely that the user’s device is causing the issue. Please see the troubleshooting steps for a handset (phone or tablet) or hardmount (wired or OBD tracking device)
  No users are updating on Live View:
Live View Not Updating

One user not updating on Live View:
1. If no users are updating on the Live View, there may be a data transmission issue on the server machine.
2. Restart communication service on the main server machine. Steps below:
3. If restarting the communication service does not get your users to update on the Live View, then there may be an error in the logs preventing data transmission. Please contact Tech Support during our normal business hours.
Resolution
WERE THE TROUBLESHOOTING STEPS HELPFUL
- NO, I NEED SOMEONE TO CONTACT ME
- SORT OF, BUT I STILL NEED ADDITIONAL HELP