Debugging and Support Guide

Debugging and Support Guide

This page serves as the central entry point for debugging, log collection, and support query preparation across all Teltonika Telematics devices.

The guide is organized into logical troubleshooting workflows to help engineers and partners quickly identify the correct diagnostic method, logging procedure, and support documentation required for efficient issue investigation and resolution.

Before opening a Helpdesk ticket, follow the relevant workflow to collect the necessary evidence and ensure all required information is available for analysis.

Troubleshooting Workflow Overview

Start
  |
  v
Identify the device platform and issue type
  |
  +--> FT Platform device?
  |       |
  |       v
  |   Workflow 1:
  |   Local Logging and Device Communication
  |       |
  |       +--> Use TCT for standard debugging and log collection
  |       |
  |       v
  |   Use Terminal when troubleshooting outside TCT
  |
  +--> FMB Platform device?
  |       |
  |       v
  |   Workflow 2:
  |   Advanced Hardware and Vehicle Diagnostics
  |       |
  |       +--> OBD / CAN data issue
  |       |       |
  |       |       v
  |       |   OBD Device Debugging
  |       |
  |       +--> OEM parameter validation
  |       |       |
  |       |       v
  |       |   OBD Manual OEM Request Validation
  |       |
  |       +--> Direct device logs needed
  |               |
  |               v
  |           Capture Direct Device Logs
  |
  +--> Preparing a support case?
          |
          v
      Workflow 3:
      Support Escalation Preparation
          |
          +--> Collect required debug information
          |
          +--> Prepare issue description
          |
          v
      Submit Helpdesk Query

Workflow 1: Local Logging and Device Communication (FTx Platform)

Use this workflow when an FTx device is connected directly to a PC via TCT and requires real-time debugging, terminal communication, or local log inspection using the Terminal tool.

Setup a Terminal Environment

• Purpose: Use the TCT Terminal tool to establish direct communication with the connected FTx device via Debug or Device ports. This allows engineers to monitor real-time device behavior, retrieve raw debug output, execute serial commands, and perform low-level diagnostics without third-party tools
• Typical use cases:
  • Verify device connection and communication via TCT (Debug or Device port).
  • Monitor real-time debug logs for troubleshooting device behavior.
  • Execute terminal commands for diagnostics (e.g. reset, GPS check, record management).
  • Validate firmware behavior and device responses during testing.
  • Collect and export raw logs for deeper technical analysis.
• Link: Terminal

Workflow 2: Advanced Hardware and Vehicle Diagnostics (FMB Platform)

Use this workflow when advanced troubleshooting is required for FM/FMB devices involving OBD OEM data issues, incorrect vehicle data interpretation, ECU source conflicts, or when deep device-level log analysis is needed.

Debug Vehicle Data (FMX00X Platforms)

• Purpose: Perform structured troubleshooting of OBD OEM data acquisition issues by validating vehicle compatibility, triggering OEM data collection, and capturing diagnostic logs from the FMX00X device. This workflow ensures correct identification of issues related to OBD communication, VIN acquisition, and OEM parameter retrieval.
• Typical use cases:
  • OBD OEM parameters are not read even though the vehicle is listed as supported.
  • Missing or incorrect VIN, mileage, fuel level, or battery data (EVs).
  • OEM file is not being acquired after installation or configuration.
  • General OBD communication issues between vehicle and device.
  • Validation of OBD feature configuration and compatibility issues.
• Link: OBD Device Debugging

Manual OBD OEM Source Validation

• Purpose: Validate and control OEM data sources retrieved from vehicle ECUs by manually identifying, selecting, and locking the correct data source using the obdoemdatasource command. This ensures accurate OEM parameter reporting when multiple ECU sources provide conflicting or incorrect values.
• Typical use cases:
  • OEM parameter values do not match the vehicle dashboard (e.g., mileage, fuel level).
  • Multiple ECU sources provide conflicting data for the same parameter.
  • Correct OEM value exists but is not selected automatically by the device.
  • Missing or incorrect telemetry despite supported vehicle compatibility
• Link: OBD Manual OEM Request Validation Instruction

Capture Direct Device Logs (FM/FMB Devices)

• Purpose: Capture internal device logs to analyze real-time or historical system behavior of FM devices. These logs provide detailed diagnostic information used to identify firmware issues, communication failures, sensor anomalies, and configuration-related problems.

Logs can be collected via USB connection, FOTA WEB, or Teltonika Configurator depending on device accessibility.

• Typical use cases:
  • Device behavior is abnormal or inconsistent.
  • Connectivity issues (GSM/GPRS/SMS).
  • GNSS/GPS accuracy or positioning problems.
  • CAN / OBD data inconsistencies.
  • Sensor-related issues (accelerometer, BLE, 1-wire).
  • DOUT or immobilizer control issues.
  • Time synchronization or firmware execution anomalies.
• Link: How to capture direct log from FM device?

Workflow 3: Support Escalation Preparation

Complete this workflow before submitting a Helpdesk query, validation request, or bug report.

Collect Required Debug Information

• Purpose: Gather all mandatory files and technical information required for effective issue investigation.
• Required items may include:
  • Configuration files, such as .cfg files
  • Device logs
  • Firmware version
  • Device serial number or IMEI
  • Issue reproduction details
• Link: What debug information should be collected?

Prepare the Issue Description

• Purpose: Create a clear and structured technical description that enables faster analysis by support and engineering teams.
• Include:
  • Exact timestamps
  • Expected behavior
  • Actual behavior
  • Reproduction steps
  • Relevant observations
• Link: Recommendations for filling a query description

• Submit a Helpdesk Query
  • Purpose: Submit the ticket according to Helpdesk requirements and include all mandatory information.
  • Link: Partner Portal/Helpdesk Query Filling Recommendations