Applies to: For the RockSTAR tracker with the integrated menu described in the linked documentation. Not RockSTAR Burst, RockAIR or RockFLEET. Match the device and menu first.
Match your symptom
| What you see | What to do next |
|---|---|
| Display is dark | Check the display before treating this as loss of service. |
| Outbox has waiting messages | Preserve the queue and compare sending time with receipt evidence. |
Work through these checks
Read the current operating mode
Use an ordinary navigation key to wake the display, not the alert button. NOT ACTIVE means deactivated; a sleeping display is different. If deactivation was intentional for transport, leave it unchanged. Otherwise agree normal activation with the owner and follow the operating-mode manual.
What the result means: If the menu does not match, stop and identify the hardware.
Review existing evidence
Review existing Outbox and Sent Items without deleting anything. Record whether the same message is still queued. If it has left the queue, ask the intended recipient about receipt before sending duplicates. Keep operational tracking unchanged while the administrator reviews the account and destination.
What the result means: Queued and sent-but-not-received require different support evidence.
Agree the checking schedule
Record Tracking and Inbox Checking settings; do not simply enable everything. The official message manual warns that extra mailbox checking uses credits. Ask the administrator to choose the intended schedule and approve any retry. If the fault persists, provide the recorded status rather than resetting or clearing messages.
What the result means: Account and delivery checks belong with the administrator or Ground Control support.
When to stop and get help
In an emergency, use your established emergency procedure. Do not press the alert button as a test, erase message history, reset hardware or install beta firmware to diagnose this symptom.
What to tell support
Save model, account context, status and timestamps; give support redacted screenshots and the recipient’s reported outcome. Never post private message content publicly.
Common questions
Does a queued message prove hardware failure?
No. Preserve evidence and establish the operating and account context before deciding whether repair is needed. These checks do not certify delivery or emergency readiness.
Original troubleshooting guidance based on the official sources below. Menu names can change. This is an independent guide, not a manufacturer service bulletin or a bench-tested repair.