Cradlepoint integration troubleshooting & FAQ

This is a short guide containing frequently asked questions about FTS’ integration with Cradlepoint.

Who do I reach out to for technical support regarding this integration?

Reach out to our 24/7 support team at [email protected] or at 1-866-221-1864.

When I go to select routers to authorize, the page gives me an error saying no groups were found. Why?

For the integration to work properly, your NetCloud account must include router groups with compatible routers in them. If the integration does not find any compatible router groups present, you will receive the error saying no groups were found.

The router authorization page is showing me an error that says no routers were found. What’s going on?

If the integration detects that your NetCloud account has groups, but there are no routers in those groups, you will receive the error saying no routers were found.

What happens if I click the “Disable” button on the Forward Thinking integration page in NetCloud?

If you click the Disable button (screenshot below), it will stop the integration and your Cradlepoint devices will no longer track on Intellihub. Please note that clicking the Disable button does not cancel your licenses or associated billing.

How does the Forward Thinking integration interact with the Python application(s) already on my Cradlepoint routers?

A Cradlepoint router can only run one Python application at a time. Therefore, if a router already has a customer’s application running on it, it can’t also run the Forward Thinking Systems (FTS) tracking application.

Python applications are applied to entire router groups, so if the FTS application is running on a router group, it will be unable to run a different application. Likewise, if the FTS application is uninstalled from a router group to run a different application, the FTS tracking will stop working.

I just added a router to the integration for the first time, but it’s not tracking. What do I do?

When the Python application is first installed on a router, sometimes it requires a reboot or two before the tracking will begin running. Try rebooting the router a couple of times. If you’re still experiencing an issue, reach out to Forward Thinking Support.

I was tracking my Cradlepoint routers on Intellihub prior to using the integration. What happens if I try to add one of those routers to the integration from NetCloud?

If a customer tries to add a router to Intellihub via the integration, and the router was already in Intellihub previously under a different account, the Intellihub vehicle will be deactivated from the first account and added to the second account.

How does the FTS integration interact with my router groups?

The Forward Thinking integration installs a Python tracking application onto all routers in a NetCloud group. This means that if you have a group of 100 routers, but you only add tracking to one, the other 99 routers will also have the tracking application installed on them. However, since the 99 routers have no tracking licenses, they will not report the tracking information to Forward Thinking’s servers. If tracking is added to one of the 99 routers, it will begin tracking the next time it’s rebooted.

I was tracking my Cradlepoint routers on Intellihub prior to using the integration. What happens if I try to add one of those routers to the integration from NetCloud?

If a customer tries to add a router to Intellihub via the integration, and the router was already in Intellihub previously under a different account, the Intellihub vehicle will be deactivated from the first account and added to the second account.

My NetCloud subscription is running out on one of my routers. Will I still be able to use the FTS Integration to track that router on Intellihub?

No, each router must also have an active NetCloud subscription to be tracked in Intellihub. If a NetCloud license expires for a router, the tracking will stop working.

What router models are compatible with the integration?

The only compatible models are the IBR900, IBR1100, and IBR1700.

Is the Cradlepoint tracking solution compatible with ELD?

Yes, but it must be configured similar to other FTS tracking devices that are ELD-capable and requires the ECU interface (JBUS or J1939 Dongle) to obtain ECU-based ignition status.

Why does the Cradlepoint tracking solution require an ignition wire?

In order for Intellihub to properly display ignition, the GPS updates must contain valid ignition status. This cannot be done without connecting the router to the ignition wire. The reason for this is because the Cradlepoint router shuts off instantly as soon as power is removed. Since the router shuts down instantly, there is no way to send an ignition off blip.

When ignition is wired properly to the router, and the vehicle ignition is turned off, the router remains powered up and shuts off after an ignition off delay configurable in the router settings. This allows the router to send the necessary ignition off blip needed by Intellihub.