FLEET MANAGEMENT

Troubleshooting Guide

Version 1.0

Issue June 2009

Page 2 of 21

Amendment Record

ISSUE DATE UPDATES AUTHOR

0.90 9th April 2008 Initial draft version AR / SG

0.91 6th June 2008 Various formatting

changes PB

0.92 11th July 2008 Various formatting

changes PL

0.93 4th September 2008 Paolo’s comments PZ

0.94 27th January 2009 Revisions AR. Technical

adviser PZ AR

0.95 March 09 AR/PZ

0.96 22 May 2009 Approved version AR

0.97 1 June 2009 Layout/format KW

1.0 18 June 2009 1st published version KW

Pole Star Space Applications Limited, 2009

All rights reserve. No part of this document or any information appertaining to its content may be used, stored, reproduced or transmitted in any form or by any means, including by photocopying, recording, taping, information storage systems, without the prior permission of Pole Star Space Applications Limited.

FLEET MANAGEMENT TROUBLESHOOTING GUIDE

Page 3 of 21

1. Introduction ................................................................................................................................... 4

1.1. Which transceiver type? .................................................................................................................. 4

1.2. Colour code for vessel icon ............................................................................................................. 4

2. Troubleshooting for all transceiver types .......................................................................................... 5

2.1. Vessel not reporting: Is it in port? .................................................................................................. 5

2.2. Reports are not being received to SMS / email ............................................................................ 5

3. Troubleshooting for Inmarsat C ....................................................................................................... 6

3.1. Introduction ...................................................................................................................................... 6 3.2. Vessel icon is grey ........................................................................................................................... 6

3.3. Vessel just registered - but not reporting ...................................................................................... 7 3.4. Vessel is reporting but some data may be incorrect ..................................................................... 7

3.5. Position reports are not sent at the required frequency ............................................................... 7 3.6. Excessive position reports are being received .............................................................................. 8 3.7. Vessel is reporting but no speed or heading data appears .......................................................... 9

3.8. How do I poll a unit to request an immediate position report? .................................................... 9 3.9. I have polled the unit but I have not received a position report ................................................... 9

4. Auto recovery messages ...............................................................................................................10

4.1 Mobile logged out................................................................................................................................... 11

4.2 Mobile not in ocean region .................................................................................................................... 11 4.3 Terminal not responding ....................................................................................................................... 12

4.4 Unknown mobile .................................................................................................................................... 12 4.5 Message undeliverable.......................................................................................................................... 13 4.6 Message transfer failed ......................................................................................................................... 13

4.7 Mobile is barred ..................................................................................................................................... 13

5. Troubleshooting for FM1 & FM2 ....................................................................................................14

5.1 The unit was working well but has now stopped reporting ................................................................. 14 5.2 FM2 - Is the battery the problem?......................................................................................................... 16

5.3 The unit has just been installed but no position reports are received ............................................... 16 5.3.1 Check the power supply to the FM1 unit ..................................................................................... 17

5.3.2 Check the status of the LEDs on the FM1 / FM2 unit ................................................................ 17 5.4 The unit is not sending position reports at the required frequency.................................................... 18 5.4.1 WPRs ................................................................................................................................................... 18

5.4.2 APRs .................................................................................................................................................... 19 5.5 I have polled the unit but I have not received a position report ......................................................... 19

Appendix 1: LED flashing patterns .......................................................................................................21

Page 4 of 21

1. Introduction

Correctly installed Inmarsat C and D+ transceivers will usually transmit position reports at the frequency

you have set on your Fleet Management system. This position report data is displayed on the Fleet list,

Fleet map, Asset map and Console map. Reports can also be sent to email and SMS via the Notifications

feature.

There may be occasions when position reporting deviates from its expected pattern. This document is

designed to help you resolve any problems that occur.

You will be able to resolve most reporting issues online or by asking the vessel to follow a simple procedure.

More complex technical problems will need to be referred to your Pole Star supplier. This will be either Pole

Star Customer Support or the distributor from whom you purchased your Fleet Management system.

1.1. Which transceiver type?

While some reporting problems apply to all transceiver types, other problems are specific to certain types.

To check whether the vessel has an Inmarsat C, FM1 or FM2 transceiver, login to Purplefinder, go to Fleet >

Tools > Asset details, select the Asset name and check the Transceiver model.

1.2. Colour code for vessel icon

Vessel icons appearing throughout the system are colour coded according to their reporting status to help

you identify any problem. The table below gives a summary of the report types, their colour coding and

explanation.

Report types Colour coding Explanation

Automatic Position Report (APR) Green* Standard daily report

No report received Grey* No report has been received for 48 hours*

Warning Position Report (WPR)

( FM1 & FM2 only ) Black /Yellow Reporting a power/mechanical problem

* These colours and the 48 hour interval are default settings. You can change them in your login on the

Setup>Profile>Asset Appearance page.

FLEET MANAGEMENT TROUBLESHOOTING GUIDE

Page 5 of 21

2. Troubleshooting for all transceiver types

2.1. Vessel not reporting: Is it in port?

A correctly installed transceiver will work reliably at sea. However, when the vessel is alongside in port,

there is an increased probability of communication problems because there is likely to be a high

concentration of interference sources. High power VHF, UHF and microwave equipment can all cause

interference problems. Buildings, gantries and other large structures can also cause problems in port by

blocking the line of sight to the satellite. When the vessel leaves port, tracking and reporting should resume

within 24 hours. If no position report data is received, go to 3. 3. Troubleshooting for Inmarsat C or 5.

Troubleshooting for FM1 & FM2 for further assistance.

2.2. Reports are not being received to SMS / email

If the vessel is reporting and current position report data is displayed on the Fleet list, but no emails or SMS

messages have been received:

1) Login to Purplefinder and go to Fleet > Tools > Notifications.

2) Go to the Asset name box, select the vessel from the drop-down list. This will display the

Notification list for the vessel.

3) Check that all details have been entered correctly.

4) Make sure in particular that all SMS numbers have been entered correctly. Remember, in the

resource address you need to enter the prefix sms://+ followed by the number, including the

International country code, with no spaces (ie sms://+ 447930123456).

5) If email addresses are entered correctly, check that your spam filters and firewall settings

allow “@purplefinder.net” so that emails can pass through the system.

To test the SMS / email routing

Please note: A test to email has no charge, whereas a SMS test will be charged as normal.

1) Locate the notification that you wish to test and click on the TEST button to the right.

2) You will normally receive an email/SMS within one minute. No acknowledgement of the test

will appear on the screen.

3) If you do not receive a position report by email/SMS as a result of the test, contact your Pole

Star supplier.

Page 6 of 21

3. Troubleshooting for Inmarsat C

3.1. Introduction

The Inmarsat C transceiver is designed to perform several functions on board. Each function is independent

and implemented in a strict priority system, with messaging having the highest priority and tracking the

lowest.

Thus if position report data is not being received at the required frequency, it may be because the Inmarsat

C transceiver is being used for other tasks. Contact the Master and ask if the transceiver is being used for

sending emails, faxes or telex, as these will take priority over position reporting.

Always check the transceiver details by going to Fleets > Tools > Asset details in your login before you

contact the Master to ensure that you are dealing with the specific transceiver that has the problem.

If you are instructed to contact your Pole Star supplier to resolve a problem, it will speed up the recovery

process considerably if you know which Ocean Region the transceiver is currently logged in to. However, for

some transceivers, it will not be possible to get this information from the vessel.

3.2. Vessel icon is grey

Under normal reporting conditions the vessel icon will be green. If the icon is grey, this means the vessel

has not sent a position report for more than 48 hours.

(Green and grey are default settings. You can change them in your login on the Setup > Profile > Asset

Appearance page. )

1) Go to Fleet > Fleet list.

2) Check the Auto Recovery message displayed within the position report. For further

instructions, see 4. Auto recovery messages, page 10.

3) If there is no Auto Recovery message after one hour, ask the Master to reboot the transceiver.

This will force the transceiver to resynchronise with the Inmarsat network. To reboot the

transceiver: log out the transceiver, switch it off, wait one minute, switch it back on and log

back in.

4) If you do not receive a position report within one hour of the transceiver being rebooted, poll

the terminal for a position report. (See 3.8 How do I poll a vessel to request an immediate

position report?) If you receive nothing within 30 minutes of the poll, contact your Pole Star

supplier, informing them of the Ocean Region the transceiver is currently logged in to, if

possible.

FLEET MANAGEMENT TROUBLESHOOTING GUIDE

Page 7 of 21

3.3. Vessel just registered - but not reporting

Before you register a vessel you should ensure that the Inmarsat C transceiver is switched on and logged

into the Inmarsat network.

When an Inmarsat C transceiver is registered in your account, it goes through a process called

commissioning. During this period the system is attempting to start tracking the transceiver. The minimum

commissioning period is 24 hours and around 98% of transceivers will send a position report within this

period, particularly if the vessel is at sea. If a vessel is in port, the commissioning process could be

hampered by external sources of interference. (See 2.1. Vessel not reporting: Is it in port?, page 5.)

1) If no position report is received 24 hours after registration and the vessel is at sea, check for

an Auto recovery message. (See 4. Auto recovery messages, page 10.)

2) If no Auto recovery message appears after 24 hours, ask the Master to reboot the transceiver.

This will force the transceiver to resynchronise with the Inmarsat network. To reboot the

transceiver: log out the transceiver, switch it off, wait one minute, switch it back on and log

back in.

3) Once the transceiver has been rebooted, the commissioning process should continue

automatically. If you do not receive a position report within 24 hours, contact your Pole Star

supplier for advice.

3.4. Vessel is reporting but some data may be incorrect

Occasionally, due to a technical fault with the transceiver, there may be an error in the date/time or

latitude/longitude appearing on the position report. In this case:

1) Ask the Master to reboot the transceiver. This will force the transceiver to resynchronise with

the Inmarsat network. (To reboot the transceiver: log out the transceiver, switch it off, wait one

minute, switch it back on and log back in.)

2) Once the transceiver has been rebooted, login and poll the vessel to request an immediate

position report. (See 3.8 How do I poll a vessel to request an immediate position report?)

3) You should receive a position report within one hour.

4) If you receive a position report that is still showing incorrect data, you should contact your Pole

Star supplier.

3.5. Position reports are not sent at the required frequency

1) Login to Purplefinder and go to the Asset map for the specific vessel.

2) Using the right click menu, go to the Communication window. (See Figure 1: Communication

window below.)

3) Go to Communication window > Command > Start regular position reporting to check the

reporting interval.

Page 8 of 21

4) The Every [xxxx] minute(s) box displays the last reporting interval set. However, it is possible

the transceiver never actioned this instruction. To re-set the reporting interval:

• Enter the correct number of minutes.

• Click Start.

• Monitor the timing of position reports over the next 24 hours to ensure the command has been successful. (The easiest way to monitor this is in Reports > Position report history.)

Figure 1: Communication window

3.6. Excessive position reports are being received

There may be a pre-existing schedule programmed locally into the transceiver which cannot be over ridden

remotely. This is outside Pole Star’s control and requires manual intervention at the terminal. Contact the

Master to check if the transceiver has been programmed on board.

1) If the Inmarsat C terminal is equipped with Capsat software, ask the Master to follow the

instructions below to remove the pre-existing schedule:

• Go to File, Options, Configuration, Position report (see Figure 2: Position report window on Capsat below).

• At the top you will see: [X] On.

• Hit the space bar to switch this off.

• Tab down to < OK > and hit Enter.

FLEET MANAGEMENT TROUBLESHOOTING GUIDE

Page 9 of 21

Figure 2: Position report window on Capsat

2) If your terminal does not have Capsat, contact your Inmarsat C hardware supplier.

3.7. Vessel is reporting but no speed or heading data appears

Some transceivers do not send speed and heading information within the position report. You need to

contact your hardware supplier as Pole Star cannot accept any responsibility for the configuration of third

party hardware.

3.8. How do I poll a unit to request an immediate position report?

1) Go to the Asset map, use the right click menu and click on Request position. This will request

an immediate position report from the vessel. You should receive the report within 15 minutes.

If you do not receive a position report after one hour, see 3.9 below.

2) After the first position report is received, you can expect to receive the next Automatic position

report (APR) within the interval you have set in the Communication window.

3.9. I have polled the unit but I have not received a position report

After polling a vessel, you should receive a position report within 15 minutes.

1) If you do not receive a position report after one hour, go to the Fleet List and check if there is

an Auto Recovery posting message. If so, go to 4. Auto recovery messages, page 10, and

follow the relevant instructions.

2) If there is no Auto Recovery message after one hour, ask the Master to reboot the transceiver.

This will force the transceiver to resynchronise with the Inmarsat network. To reboot the

transceiver: log out the transceiver, switch it off, wait one minute, switch it back on and log

back in.

3) If you do not receive a position report within one hour of the transceiver being rebooted, poll

the terminal for a position report (see above). If you receive nothing within 30 minutes of the

Page 10 of 21

poll, contact your Pole Star supplier, informing them of the Ocean Region the transceiver is

currently logged in to, if possible.

4. Auto recovery messages

Occasionally on the Fleet List page you may see a message appear within the body of the position report,

eg Auto recovery: Terminal not responding or WARNING ***UNKNOWN MOBILE ***, depending on the

circumstances).

The following Auto Recovery messages may appear:

o Mobile logged out

o Mobile not in ocean region

o Terminal not responding

o Unknown mobile

o Message undeliverable

o Message transfer failed

o Mobile is barred

An explanation of each message follows and what action you should take to restart tracking in each case.

Figure 3: Example of Auto recovery message

FLEET MANAGEMENT TROUBLESHOOTING GUIDE

Page 11 of 21

4.1 Mobile logged out

This means that the transceiver is logged out of the Inmarsat network and so it cannot communicate with

the outside world.

If the vessel has already reported:

1) Poll the transceiver via your login. (See

3.8 How do I poll a vessel to request an immediate

position report?) There are two possible outcomes:

a. The Mobile logged out message will reappear. Confirm with the Master which Ocean

Region the transceiver is logged into and then contact your Pole Star supplier for further

assistance.

b. If the Mobile logged out message does not reappear, this means that the transceiver is

now logged into the Inmarsat network. If a position report is not received within one hour,

contact your Pole Star supplier, first confirming with the Master which Ocean Region the

transceiver is logged into, if possible.

If the vessel has never sent a position report

1) Check the transceiver details Fleets > Tools > Asset details in your login.

:

2) Confirm with the Master that the specific transceiver is switched on and check which Ocean

Region it is logged into. Once you have confirmation, wait 24 hours for the system to recover

the unit and begin tracking.

3) If a position report is not received within 24 hours, contact your Pole Star supplier.

4.2 Mobile not in ocean region

This means that the transceiver is not in the expected ocean region. This message will trigger a cycle of

Auto Recovery. The Pole Star Auto Recovery system will go through each ocean region until it locates the

transceiver.

The system will then poll the transceiver. If the transceiver accepts the command, a position report should

be received and the Auto Recovery posting will clear.

If a position report is not received within 48 hours

1) Poll the transceiver via your login. (See

:

3.8 How do I poll a vessel to request an immediate

position report?)

2) You should receive a position report at the time at which you have set the regular

reporting interval. If you do not receive a position report, contact your Pole Star supplier.

Page 12 of 21

If a current position report is received, but the old Auto Recovery message remains on the Fleet List page

after 24 hours:

1) Delete the posting manually (occasional the system fails to remove the Auto Recovery

message).

2) To do this go to Fleet > Tools > Postings, select the appropriate vessel. The message will

be displayed on the page. Click the DELETE button next to the message you wish to

remove.

4.3 Terminal not responding

This means that the transceiver onboard the vessel is not responding to commands.

If the

1) Ask the Master to reboot the transceiver. This will force the transceiver to resynchronise

with the Inmarsat network.

vessel is at sea:

2) To reboot the transceiver: log out the transceiver, switch it off, wait one minute, switch it

back on and log back in.

3) Once the transceiver has been rebooted, you should poll the vessel to request an

immediate position report. (See 3.8 How do I poll a vessel to request an immediate

position report?) Once the terminal is logged in, you should receive a position report within

one hour.

4) If you do not receive a position report, contact your Pole Star supplier, first confirming with

the Master which Ocean Region the transceiver is logged into, if possible.

If the vessel is in port

1) When the vessel is alongside in port there is an increased probability of communication

problems. In a port there is likely to be a high concentration of interference sources. High

power VHF, UHF and microwave equipment can all cause interference problems.

Buildings, gantries and other large structures can also cause problems in port by blocking

the line of sight to the satellite.

:

2) Once the vessel is at sea you should expect to receive a position report within 24 hours.

4.4 Unknown mobile

This typically occurs if the vessel is being re-flagged or has had a change of ownership or management.

Alternatively, the wrong mobile number may have been entered during registration.

FLEET MANAGEMENT TROUBLESHOOTING GUIDE

Page 13 of 21

If the vessel has already reported

1) Go to Fleet > Tools > Asset details and check the Inmarsat C mobile number registered.

:

2) Contact the Master to check the Inmarsat C mobile number of the transceiver installed on

board the vessel. If that is not possible, an alternative option is to contact the airtime

service provider who will be able to confirm the number.

3) If the wrong number is registered you must deactivate the vessel in your login via Setup >

My account > Deactivate asset.

4) Now you need to register the correct number. If you have a Fleet Account, provided you

have enough credits, you will be able to register the replacement vessel online. Go to

Setup > My account > Register vessel.

5) If you do not have enough credits in your account to register the vessel, contact your Pole

Star supplier to order more. If you operate a Vessel Account, you will need to contact your

Pole Star supplier to register the correct number.

If the vessel has been registered and never reported

1) This Unknown mobile message may appear if the transceiver was recently registered with

Pole Star on the same day the mobile number was activated with the airtime provider.

When a transceiver is activated by Inmarsat it can take up to 24 hours for the various

Land Earth Station operators to be updated with the new details.

:

2) Advise your Pole Star supplier, who will restart commissioning. This process can take up to

48 hours.

4.5 Message undeliverable

This occurs if the Land Earth Station (LES) cannot communicate with the transceiver. This may also be

because the Inmarsat C mobile number is in the process of being changed.

In both cases contact your Inmarsat C service provider.

4.6 Message transfer failed

This occurs because there is a problem with the satellite communication to the transceiver. This is usually a

temporary problem. However, if it continues to appear, you should contact your Pole Star supplier, first

confirming with the Master which Ocean Region the transceiver is logged into, if possible.

4.7 Mobile is barred

This is an issue between the owner of the transceiver and their airtime provider. If this is not resolved,

tracking may cease.

This is beyond Pole Star’s control. The bar must be lifted before Pole Star can track the transceiver.

Page 14 of 21

1) You will need to arrange for the owner of the transceiver to resolve the issue by contacting

their Inmarsat service provider to get the bar lifted.

2) Once the bar has been lifted, contact the Master and find out which Ocean Region the

transceiver is currently logged into, if possible.

3) Then advise your Pole Star supplier, who will arrange to restart commissioning. This

process can take up to 48 hours.

5. Troubleshooting for FM1 & FM2

The vessel may need to refer to the FM1 Installation Guide or the FM2 Installation Guide in order to resolve

certain problems requiring the identification of LED flashing patterns. A copy of the relevant guide was sent

with the transceiver to the vessel. See Appendix 1: LED flashing patterns for the same information.

5.1 The unit was working well but has now stopped reporting

In this case, the unit has been sending position report data at the correct intervals until now when the unit

has stopped reporting.

1) Login to Purplefinder and go to Fleet > Fleet list. Locate the vessel.

2) To help you to identify the cause of the problem, the vessel icon on the Fleet list thumbnail

map is colour coded, according to which type of position report was last transmitted.

The table below gives a summary of the report types and their colour coding:

Report types Colour Explanation

Automatic Position Report (APR) Green* Standard daily report

Warning Position Report (WPR) Black/Yellow Reporting a voltage problem

No report received Grey* No report has been sent for 48 hours*

* These colours and the 48 hour interval are default settings. You can change them in your login on the

Setup > Profile > Asset Appearance page.

FLEET MANAGEMENT TROUBLESHOOTING GUIDE

Page 15 of 21

If the vessel icon is green:

o Check the date and time of the position report. If it shows the expected time, this means that the

unit is reporting correctly. However, there may be a problem with the routing of emails and SMS

(see 2.2. Reports are not being received to SMS / email, page 5).

If the vessel icon is green, but the date/time is not up-to-date:

o Poll the unit to request a position report, by going to the Asset map and using the right click menu

to request a position report from the unit. You should receive a position report within 15 minutes.

o When you receive the position report, you can expect to receive the next APR at the interval which

you have set.

o However, if, after that interval, the APR does not arrive, you need to send a Start command to the

unit.

o Go to the Asset map and use the right click menu > Communication window to send a command to

Start regular position reporting.

o If you do not receive a position report after polling the unit, ask the vessel to check the status of

the LEDs on the unit, referring to the FM1 or FM2 Installation Guide. (See Appendix 1: LED flashing

patterns for details.)

If the vessel icon is grey:

o The unit has not reported for more than 48 hours. Request a position report by polling the vessel.

(Go to the Asset map and using the right click menu, request a position report from the unit.)

o If you do not receive a position report after the poll, ask the vessel to check the status of the LEDs

on the unit, referring to the FM1 or FM2 Installation Guide. (See Appendix 1: LED flashing patterns

for details.)

If the vessel icon is black/yellow:

For FM1:

o If the icon is black/yellow, there is a problem with the power supply to the unit. It has fallen below

9V. The voltage line in the position report will give you a reading of the actual voltage. In this case,

you need to contact the vessel and ask them to check the power supply.

o Once the power supply is restored to 12V, the next position report sent will be at the programmed

interval and it should be a standard report (ie colour coded green). If you cannot wait for the next

APR and wish to confirm right now that the unit is operating correctly, you should poll the unit. (See

3.8 How do I poll a vessel to request an immediate position report?)

For FM2:

o If the icon is black/yellow, it is likely there is a problem with the battery. With FM2, interruptions to

normal reporting frequency can be caused by lack of power due to a flat battery. The battery pack

Page 16 of 21

will power the FM2 unit independently for up to 7 days and if you have installed a solar panel that

will extend the life of the battery significantly if the unit is operating between the latitudes 45

degrees North and 45 degrees South. (See 5.2. FM2 - Is the battery the problem? below.)

5.2 FM2 - Is the battery the problem?

The emailed FM2 daily battery report gives you a daily update of the condition of the battery. To receive this

report you need to set up a Notification via Fleet > Tools > Notifications.

To find out whether the battery is the problem:

1) Login to Purplefinder and go to Fleet > Fleet list to see the latest position report for the

vessel. If the vessel icon is black/yellow, the position report is a WPR (Warning Position

Report).

2) If it contains the message Battery voltage < 11V, you know immediately there is a battery

problem.

3) Go to Reports > Received Messages: FM2 battery report, to review the latest battery

report.

4) If the battery is flat, you need to ask the vessel to charge it and then reconnect it.

5) The unit is programmed to send an APR as soon as it is powered up.

6) If a solar panel is installed, then it may be faulty or not adequate for the operating

conditions. Check that the surface of the solar panel is not damaged or dirty and check

the power rating is adequate for requirements.

5.3 The unit has just been installed but no position reports are received

Both FM1 and FM2 units are programmed to automatically send a position report when installation is

complete, when the unit is connected to power and is in line of sight of a satellite.

If no position report data is displayed on the maps or Fleet list and the thumbnail map on the Fleet list has

No Position Report written across it:

1) Contact the Master and check if the vessel is in port or at sea.

2) If in port, it could be experiencing problems with interference or obstruction. (See Vessel

not reporting: Is it in port?, page 5.)

If obstruction is not the problem:

o For FM1, go to 5.3.1 Check the power supply to the FM1 unit.

o For FM2, go to 5.3.2 Check the status of the LEDs on the FM1 / FM2 unit.

FLEET MANAGEMENT TROUBLESHOOTING GUIDE

Page 17 of 21

5.3.1 Check the power supply to the FM1 unit

1) Ask the Master to check the power supply to the unit, making sure it is connected and

stable.

2) Check the installation was carried out according to the FM1 Installation Guide

instructions.

3) Was the unit moved recently? If so, refer to the Installation Guide to

ensure the new location is suitable. Check that no other hardware or superstructure is

blocking its line of sight to a satellite.

If all of the above are OK:

5.3.2 Check the status of the LEDs on the FM1 / FM2 unit

Ask the Master to check the status of the LEDs on the unit - as shown in Figure 4: FM1 LEDs below.

Figure 4: FM1 LEDs

For FM1 units:

Are the LEDs flashing?

1) In normal operation the STAT LED will be flashing.

2) In order to diagnose the problem, the vessel needs to note the observed LED flashing

pattern. For precise details in order to do this accurately, they will need to refer to the FM1

Installation Guide. (See Appendix 1: LED flashing patterns for details.)

3) Once you have this information, contact your Pole Star supplier and advise the precise

details of the LED flashing pattern.

If no LEDs light up within 10 seconds:

1) Ask the vessel to check the power supply and fuse.

2) If the power supply and/or fuse are not the problem, further investigation is required.

Contact your Pole Star supplier.

Page 18 of 21

For FM2 units:

1) Ask the vessel to remove all power connectors from the FM2 unit; this can be done in any

order. (Note: there may be either one or two connectors depending on the installation, see

Figure 5: FM2 LED and power connector below.) Wait at least 10 seconds and then

reconnect the connectors in any order.

2) After reconnecting, they must check that the external green power LED flashes when the

unit is powered on. The LED goes off after two minutes to save battery power.

3) Following this procedure, you should receive a standard position report within 15 minutes.

4) If the above steps do not solve the problem, further investigation is required. Contact your

Pole Star supplier.

Power LED

Power Connector

Figure 5: FM2 LED and power connector

5.4 The unit is not sending position reports at the required frequency

If the unit is reporting erratically or sending more position reports than required, you should first check

whether the reports sent are APRs or WPRs.

To check types of position report:

1) Login to Purplefinder and go to Reports > Position report history.

2) Select Asset name and view reports.

5.4.1 WPRs

If the position reports are WPRs, check the message:

1) If it refers to the internal cover, you might like to advise the vessel that it seems as if

someone is removing and replacing the lid of the unit for no reason. (Each WPR costs 1

credit).

2) If it refers to the battery voltage, check the FM1 power supply (see 5.3.1 Check the power

supply to the FM1 unit above) or the FM2 battery (see 5.2 FM2 - Is the battery the

problem? above).

FLEET MANAGEMENT TROUBLESHOOTING GUIDE

Page 19 of 21

5.4.2 APRs

If the position reports are APRs, you need to check the actual reporting frequency in the Communication

window:

1) Login to Purplefinder and go to the Asset map for the specific vessel.

2) Using the right click menu, go to the Communication window to check the reporting

interval. The Every [xxxx] minute(s) box will show the interval at which the unit should be

currently reporting (see Figure 1: Communication window).

3) If the minute(s) box does

o Click Start and wait to receive the next APR.

show the reporting interval that you require, but the unit is

currently not reporting at this interval, it is possible the last start command sent to the unit

failed. To re-start the reporting interval:

o Monitor the timing of position reports over the next 24 hours to ensure the command

has been successful this time. The easiest way to monitor this is in Reports > Position

report history.

o If you still do not receive position reports, as required, ask the vessel to check power

supply.

If the minute(s) box does not

o Enter the correct number of minutes accordingly.

show the reporting interval you require, you need to enter the correct reporting

interval:

o Click Start and wait to receive the next APR.

o Monitor the timing of position reports over the next 24 hours to ensure the command

has been successful. (The easiest way to monitor this is in Reports > Position report

history.)

o If position reports are still not sent as required, contact the vessel and ask them to

check that the power supply to the unit is stable and not, for some reason, being

switched off and on. FM1 units are programmed to send a position report every time

they are powered up, so if the power supply is intermittent, multiple reports may be

sent.

If you are sure that the power supply is not the problem, further investigation is required. Please contact

your Pole Star supplier.

5.5 I have polled the unit but I have not received a position report

After polling a unit, you should receive a position report within 15 minutes.

o If you do not receive a position report after one hour, go to the Fleet List and check

the date and time of the last position report. If the last position report was received

less than 24 hours ago, there may be a temporary communication problem with the

transceiver which could be due to interference or loss of line of sight to the satellite.

Page 20 of 21

o If the last position report was more than 24 hours ago, it is possible that the

transceiver has been powered down or the battery has gone flat. Ask the vessel crew

to check the LEDs as described in 5.3.2 Check the status of the LEDs on the FM1 /

FM2 unit above.

FLEET MANAGEMENT TROUBLESHOOTING GUIDE

Page 21 of 21

Appendix 1: LED flashing patterns

LED Pattern Tick

STAT Does not come on

On continuously

Fast flash

1 flash, pause

2 flashes, pause

3 flashes, pause

4 flashes, pause

5 flashes, pause

TX Does not come on

On continuously

ERR Does not come on

On continuously

Fast flash

1 flash, pause

2 flashes, pause

3 flashes, pause

4 flashes, pause