Support

Installation & Troubleshooting Guide

Select a section below to see step-by-step help, common issues, how-to videos, and device compliance details.

1. Before you start

Make sure you have:

  • Your OneRoad OBx / OBD2 kit (device + harness/cables).
  • Vehicle ignition key and safe access to the cab.
  • Your phone or tablet with the OneRoad app installed and logged in.
2. Locate the diagnostic port

Find the correct port for your heavy vehicle (eg. J1939, Scania, FMS harness). Refer to the printed install card or compatibility guide for exact location by make/model.

  • Park on level ground and apply the park brake.
  • Turn ignition off before connecting the hardware.
  • Never force the connector — the pins must align easily.
3. Plug in & secure the device

Connect the adapter harness to the truck port, then plug the OneRoad OBD2 into the 16-pin socket.

  • Check the connector is fully seated and locked.
  • Use the cable ties from the kit to secure the device out of the driver’s leg and pedal area.
  • Turn ignition ON and confirm the LED lights on the device power up.
4. Scan QR & link to a vehicle

Use the OneRoad app or fleet dashboard to link the hardware to the correct vehicle.

  • Open the OneRoad app and go to Devices > Add device.
  • Scan the QR code on the device or enter the serial number manually.
  • Assign the device to the vehicle rego and save.
5. Verify live data & tracking

Once linked, start the engine and confirm data is flowing.

  • Check the live map shows the vehicle online.
  • Confirm GPS location and ignition status change when the engine is started/stopped.
  • If your plan includes FTC, mass or maintenance, confirm those widgets update within a few minutes.
Device has no lights / will not power on

Steps to try:

  • Check the connector is fully plugged into the vehicle port.
  • Confirm vehicle ignition is in the ON position (engine may need to be running on some makes).
  • Inspect the adapter cable for visible damage or bent pins.
  • Test the kit on a second vehicle if possible to rule out truck power issues.
Vehicle shows “offline” or no GPS / data

If the device has power but appears offline in the dashboard:

  • Check the vehicle is in an area with mobile coverage.
  • Confirm the device is assigned to the correct vehicle rego.
  • Restart the engine and wait 2–3 minutes for the first data to appear.
  • Verify the SIM/data service for your account is active (if applicable).
Driver can’t see the vehicle in the app

Make sure:

  • The driver has been added to the correct fleet/organisation in OneRoad.
  • The vehicle is assigned to the same organisation and not archived.
  • Filters in the dashboard (depot, region, status) are not hiding the vehicle.
Data looks wrong (km, engine hours, fuel, etc.)

Possible causes and checks:

  • Confirm the correct cable/adapter type is used for this make/model.
  • Switch ignition OFF, wait 30 seconds, then ON again to re-initialise.
  • Check for any diagnostic fault lights on the vehicle instrument cluster.
  • Contact OneRoad Support with vehicle make/model, VIN, and device serial.
Still stuck? Contact OneRoad Support

If the steps above don’t resolve the issue:

  • Take a photo of how the device is installed (showing the port and harness).
  • Note the vehicle rego, VIN, make/model and the device serial number.
  • Email support: support@oneroad.io or call your OneRoad contact.

Watch these short videos for step-by-step installation in different heavy vehicles.

OneRoad OBD2 install – J1939 heavy vehicles (Kenworth, Freightliner, Western Star, etc.)
OneRoad OBD2 install – Scania 16-pin round connector.
OneRoad OBD2 install – FMS harness (Volvo/Mercedes/other OEM FMS ports).
Product overview & responsible supplier

This page covers compliance, warranty and safety information for the OneRoad OBx device:

  • Product covered: VL502 LTE OBDII GNSS Tracker
  • Category: Automotive Telematics Device (ELV – Extra Low Voltage)
  • Power input: 9–36V DC
  • Manufacturer: Shenzhen Jimi IoT Co., Ltd.
  • Responsible Supplier (Australia): OneRoad Pty Ltd
  • Responsible Supplier Number (RSN): E21476
  • Importer identification: OneRoad Pty Ltd, VIC 3305, Australia
  • ABN: 55 668 094 531
  • Website: www.oneroad.io
Regulatory compliance (Australia & New Zealand)

This product complies with all applicable requirements of the Australian Communications and Media Authority (ACMA) and New Zealand regulators under the RCM scheme, including:

  • Radiocommunications Labelling Notice 2014
  • Telecommunications Labelling Notice 2014
  • EMC (Electromagnetic Compatibility) requirements
  • RCM (Regulatory Compliance Mark) scheme rules

The Regulatory Compliance Mark (RCM) signifies compliance with:

  • Radiocommunications equipment rules
  • EMC regulations
  • Supplier identification and labelling requirements
Certifications & standards

The VL502 device and its radio module are tested against recognised international standards.

EMC / electrical standards:

  • EN 301 489-1
  • EN 301 489-19
  • EN 301 489-52

Radio / cellular standards:

  • EN 301 511 (2G)
  • EN 301 908-1 & EN 301 908-13 (4G LTE)

GNSS standards:

  • EN 303 413

RF exposure:

  • EN 62311

Safety:

  • EN 62368-1

Certification reports are held by OneRoad as part of the technical compliance file and are available to ACMA upon request.

Supplier identification & ongoing obligations

This device is imported and supplied in Australia by:

  • OneRoad Pty Ltd
  • Responsible Supplier Number: E21476
  • ABN: 55 668 094 531

Under ACMA rules, OneRoad is responsible for ensuring ongoing compliance with:

  • Radio and EMC regulations
  • Labelling and documentation requirements
  • Retention of the technical compliance file for a minimum of 5 years
Warranty coverage (24 months)

OneRoad provides a 24-month warranty from date of supply, covering:

  • Dead-on-arrival (DOA) units
  • Early-life failures
  • Manufacturing defects
  • Hardware faults (GPS, radio module, power circuit, etc.)

Warranty claims can be initiated by contacting OneRoad Support:

Replacements or remedies are provided in accordance with the Australian Consumer Law (ACL).

Safety information (general use)

For safe operation and to protect your vehicle, please observe the following:

  • Install the device in accordance with vehicle manufacturer instructions and OneRoad guidance.
  • Only connect to 9–36V DC automotive power sources.
  • Do not immerse the device or expose it to excessive heat or moisture.
  • Ensure the device and cables are secured away from pedals and moving parts.
  • If the device appears damaged, overheats, or behaves abnormally, discontinue use and contact support.
RCM statement & firmware notice

RCM statement:

This equipment complies with all applicable ACMA requirements and is labelled with the Regulatory Compliance Mark (RCM). The Responsible Supplier for this device is OneRoad Pty Ltd (RSN: E21476).

Firmware notice:

OneRoad reflashes firmware on the VL502 upon import in order to provide enhanced telematics functionality and tighter integration with the OneRoad platform.

These firmware modifications are managed within OneRoad’s compliance framework and do not void RCM compliance or the device warranty.

Contact for compliance, warranty & safety

If you have questions about device compliance, warranty coverage or safety:

Please include your fleet name, vehicle registration, and device serial number when contacting support to help us respond quickly.