Skip to main content

Help, Support and FAQs

For assistance, please contact the Ground Control Customer Success team.

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. A simple ‘it doesn’t work’ isn’t enough - please be as descriptive as you can, and we can then get you up and running again as quickly as possible.

FAQ​

How do I update my tracker's firmware?​

You can update your device's firmware using the RockCONNECT app. See The CONNECT app docs for more information on how to do so.

RockSTAR Burst

RockSTAR Burst does not have Bluetooth and must be updated via a USB connection. See here for more info.

Can I replace the battery in my tracker?​

The battery in your device should maintain its ability to charge to at least 90% of capacity through 1000 charge cycles. This means that if you charged the unit every day (unlikely) the battery would need to be replaced every 3 years. If you charged the device once a week, it would need the battery replacing once every 10 years.

Realistically, you do not need to worry about replacing the battery - but keep in mind it's not user-replaceable; it can only be replaced by your device service provider.

How should I clean my tracker?​

To clean your device, unplug all cables and turn off/disable it. Then use a soft, slightly damp cloth to remove any dirt and grime.

Do not use alcohol or abrasive substances to clean your device.

Last updated on