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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.

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.

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