If you are facing issues with your RockSTAR unit - the following guide will help you troubleshoot and diagnose the issue.

IN THIS ARTICLE

• Device is not working and shows E01 code
• Device is not showing any tracking
• Device is shutting down unexpectedly
• Device is unable to connect to a USB 
• Unable to update Firmware via TP Connect app 
• Helpdesk and Support Details

Device is not working and shows E01 code

The code E01 code means that there's is some sort of failure or issue with the unit. Usually, performing hard reset solves this issue. However, if that doesn't work then potentially the Message Inbox / Outbox might have become full or the device files might have gotten corrupt which would need formatting.

The first step would be to try and perform a Hard reset, hold down the Down key and the Red Alert button at the same time for 10 seconds, and then release.

If the above doesn't solve the issue, please try clearing out the messages from Inbox. To clear out all Messages, on RockSTAR press the OK button > Messages option > Inbox and click on each message and then DELETE messages that are no longer needed.

 
E01 represents a potential hardware error but it could be any part of the hardware - essentially the unit self-tests parts of itself regularly and if it has issues then it would raise that.

You can go into the Advanced menu on the RockSTAR unit and in the Errors section, choose to clear the error flag.

If the error still persists please get in touch with us so we can arrange the return/repair process. 

Device is not showing any tracking

• Update the firmware (if outdated). Learn more about this here.
• Perform a Soft Reset. This can be done by pressing the down button and the red alert button at the same time for 3 seconds, the countdown should start but stop at 3.
• Check the tracking history you can do this on the RockSTAR itself by pressing the down button to bring up the last position.
• Check battery levels. If below 10% may not transmit reports.

Device is shutting down unexpectedly

• Check the battery levels.
• Check the charging source.
• Check the user guide on power issues.

Device is shutting down unexpectedly

• Check the battery levels.
• Check the charging source.
• Check the user guide on power issues.

Device is unable to connect to a USB 

• RockSTAR has a different way of connecting to a PC through the USB cable.
  • Activate the RockSTAR -> Press OK.
  • In the Main menu select ‘Advanced’-> “Connect to USB” and then plug the USB cable into the RockSTAR.
• Use the correct mini USB cable or Try a different cable.
• Check the battery if it's sufficiently charged.
• Try plugging in the USB cable to another USB slot on your desktop or laptop.

Unable to update Firmware via TP Connect app 

If you are trying to update firmware via TP Connect app and it shows you an error then please try the following:

• Perform a Soft Reset. This can be done by pressing the down button and the red alert button at the same time for 3 seconds, the countdown should start but stop at 3.
• Check if the device is on the latest version, if it is then the device cannot be updated. This can be done by pressing OK -> In the Main menu select ‘Advanced’ the device version is on the 3rd line.

  
  

• Restart TP connect app and reattempt the update.
  
  

• If the above doesn't work try updating the firmware via USB cable. Learn more about this here.

Helpdesk and Support Details

For assistance, please contact the TracPlus support team by emailing support@tracplus.com - it would greatly help us if you provided the following information: 

• Name and contact number.  

• Serial number of the Device (see serial number label).  

• Symptoms of the fault.  

• History of action taken to attempt to rectify the fault.

Please remember that the more information you can give us, the better we’ll be able to help you. 

Contact: 

• NZ: 0800 872 275 or +64 3 477 8656
• AU: 1800 330 740
• US: (678) 782 8090