FAQ - Frequently asked questions

To activate your OTRAC tracker:

1. Charge the battery: Connect the black magnetic cable provided and wait for the LED to turn solid green
2. Turn on the tracker: Hold down the ON/OFF button until all LEDs light up blue, then turn green
3. Verify connection: A flashing green LED indicates the tracker is searching for the cellular network
4. Send a first message: Press the square button for 3 seconds

For more details, see the First activation guide.

Checks to perform:

• Is the battery charged? Connect the magnetic cable and check if a LED lights up
• Are you holding the ON/OFF button long enough? (about 3-5 seconds)
• Is the charging cable properly oriented? The Neyos logo should face you
• Is the tracker new and never activated? It may require an initial 30-minute charge

If the problem persists after a full charge, contact technical support.

Charging time depends on the initial battery state:

• First charge: About 2-3 hours
• Standard charge: 1.5 to 2 hours
• Partial quick charge: 30 minutes is enough for about 40% capacity

The status LED indicates progress: red (< 20%), orange (20-60%), flashing green (> 60%), solid green (100%).

Possible diagnostics:

1. Check network coverage: See the coverage map to verify cellular or satellite availability in your area
2. Connection LED:
   • Fast green blink = Cellular network search in progress
   • Fast blue blink = Satellite network search in progress
   • No LED = Tracker off or battery discharged
3. GNSS position: The tracker must have a GPS fix to send its first position. Place it outdoors with a clear view of the sky
4. Connection delay: First satellite connection can take 5 to 15 minutes in isolated areas

By default, the tracker prioritizes cellular network to optimize consumption and costs. To force satellite mode:

1. Access Developer Mode
2. Use the command: network_force satellite
3. Restart the tracker

Common causes of overconsumption:

• Send frequency too high: Check the CATM_SEND_INTERVAL parameter (recommended value: 30s minimum)
• Debug logs enabled: System logs increase message size
• Too many events: Each button press, battery alert or movement generates a message
• Heartbeat too frequent: Adjust HEARTBEAT_INTERVAL according to your actual needs

See the Network consumption page to optimize your usage.

The configuration method depends on your firmware version:

OTRAC V4.8 Firmware:

• Configuration available directly from the Neyos platform

NEXUS OS Developer (early birds):

• Configuration available via Developer Mode:
  1. Connect the white programming cable (USB)
  2. Access the serial terminal (115200 baud)
  3. Enable developer mode with the command dev_mode enable
  4. Modify the desired settings (e.g.: set ACQUISITION_INTERVAL 60)

For more details, see the Configuration documentation.

Factory settings are optimized for standard use:

See the full list in Configuration.

Yes, via Developer Mode with the command:

factory_reset

Webhook troubleshooting checklist:

1. URL configured? Verify that your webhook endpoint is properly registered on the Neyos platform
2. Server accessible? Your endpoint must be accessible from the Internet (no localhost, no private VPN)
3. HTTPS required: Neyos only sends webhooks to secure URLs (https://)
4. HTTP response code: Your server must respond 200 OK within 10 seconds
5. Firewall: Allow Neyos IPs in your firewall
6. JSON format: Verify that you're correctly parsing the JSON payload

Quick test: Use a service like webhook.site to verify that Neyos is sending data correctly.

For more details, see Configure a webhook.

Neyos webhooks send a structured JSON payload:

{
  "header": {
    "serial_number": "SN12345",
    "imei": "123456789012345",
    "timestamp": "2025-01-15T14:30:00Z",
    "message_id": "msg_abc123"
  },
  "elements": [
    {
      "type": "point",
      "latitude": 48.8566,
      "longitude": 2.3522,
      "altitude": 35,
      "accuracy": 5,
      "timestamp": "2025-01-15T14:29:58Z"
    },
    {
      "type": "event",
      "event_name": "button_press",
      "button_id": "square",
      "timestamp": "2025-01-15T14:29:58Z"
    }
  ]
}

See the complete documentation on Configure a webhook.

Currently, the Neyos platform allows configuring only one webhook endpoint per account.

Workarounds:

• Create a relay server that receives data and redistributes it
• Use a service like Zapier or n8n to duplicate webhooks
• Contact support to discuss your multi-destination needs

Accuracy depends on several factors:

The tracker indicates the type of fix obtained: 2D (latitude/longitude) or 3D (latitude/longitude/altitude).

Possible causes of rapid discharge:

1. High send frequency: Each transmission consumes energy
2. Satellite usage: NTN mode consumes 3 to 5 times more than cellular
3. GPS always active: Check that GNSS_CONTINUOUS_MODE is disabled
4. Extreme temperatures: Cold (< 0°C) reduces battery performance
5. Aging battery: After 2-3 years, capacity naturally decreases

Recommended optimizations:

• Increase ACQUISITION_INTERVAL and CATM_SEND_INTERVAL
• Enable POWER_SAVING_MODE
• Disable non-essential events

From the tracker:

• LED during charging: red (< 20%), orange (20-60%), green (> 60%)

From the platform:

• Each webhook message contains the battery_percentage field

Via Developer Mode:

• Command: battery_status

Method 1: Via Developer Mode

version

Displays: Hardware: OTRAC-v3.2, Firmware: NEXUS OS V0.1 (2025-11-12)

Method 2: Via the Neyos platform

• Access your tracker's profile
• Firmware version is displayed in system information

Recommendations:

• Updates fix bugs and add features
• Neyos never forces automatic updates
• See the release notes before updating
• Perform updates during maintenance periods to avoid interruption

Critical updates (security, major bugs) are notified by email.

If an update fails:

1. Check the battery: It must be charged above 50%
2. Check the connection: The USB programming cable must be properly connected
3. Restart the tracker: Turn off/on and try again
4. Recovery mode: In case of lockup, the bootloader allows a reset

If the problem persists, contact support with your tracker's serial number (S/N).

Possible causes of message loss:

1. No network coverage: Neither cellular nor satellite available
2. Tracker moving fast: Difficult to acquire a stable GPS fix
3. Webhook failing: Your server is not responding (timeout, 5xx error)
4. Rate limit reached: Rate limiting activated to protect the network
5. Critical battery: The tracker may go into deep sleep

Solutions:

• Check logs on the Neyos platform
• Test your webhook with a tool like Postman
• Verify that your server responds within 10 seconds

Cause: Your server takes more than 10 seconds to respond.

Solutions:

• Optimize processing time of your endpoint
• Immediately return 200 OK then process data asynchronously (queue, background job)
• Verify that your server is not overloaded

Cause: The tracker failed to obtain a valid position.

Solutions:

• Place the tracker outdoors with a clear view of the sky
• Wait a few minutes to allow a GPS "cold start"
• Check that the GPS antenna is not damaged

Cause: The SIM card cannot register on a network.

Solutions:

• Verify that your tracker is activated on the Neyos platform
• Check network coverage in your area
• Restart the tracker
• Contact support if the problem persists beyond 24h