Troubleshoot an Offline Scooter - Verify Activation, IP, and APN

A scooter can go offline for various reasons. This guide walks through the diagnostic process for all common IoT types. First, see the Reasons Behind an Offline IoT article to understand the main causes.

Step 0: Check Activation Status

Before anything else, confirm the scooter is activated in your Segway Dashboard:

1. Log in to the Segway Dashboard
2. Go to Scooters > Vehicle Activation
3. Search for the scooter by QR code or serial number
4. Confirm the activation status shows as Activated

If the scooter is not activated, activate it first and wait a few minutes for it to come online.

Check the IoT Type

The troubleshooting steps differ based on the IoT type. You can find the IoT type for each scooter in the Segway Dashboard under the scooter's details.

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For NB-O, NB-S3, and NB-O3 IoT Types

These are internal IoT modules. Use the Omni-Login.apk app to check and change IP/APN settings.

Prerequisites

• An Android smartphone
• The Omni-Login.apk app (contact Segway to obtain it)
• Important: Your phone's system language must be set to English, or the app will display in Chinese

Steps

Step 0: Make sure the scooter is under your account and activated in the Dashboard.

Step 1: Verify the scooter is activated (see Step 0 above).

Step 2: Check if the IoT is responding. Use the Segway Launcher or BLE app to check Bluetooth connectivity near the scooter.

Step 3: Install the Omni-Login.apk and open it. You will see the Omni login icon.

Step 4: Connect to the scooter via Bluetooth and log in using the credentials provided by Segway.

Step 5: Navigate to Network Settings to check the current IP address and APN.

Step 6: If the IP or APN is incorrect, update them to the correct values provided by Segway support.

Step 7: Save the settings and wait a few minutes for the scooter to reconnect.

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For NB-Y IoT Type (Queclink / ZK600)

NB-Y IoT modules use the ZK600 Android app for configuration.

Prerequisites

• An Android smartphone
• ZK600_Android_Manage_Tool app (latest version: V0.5.28 or later)
• ZK600 login credentials (contact Segway if you don't have these)

Steps

Step 1 - Installation: Download and install the ZK600 app. After installation you will see its icon in your app list.

Step 2 - Login: Open the ZK600 app and log in with your credentials.

Step 3 - Config Password: Tap the settings icon (top right). Enter the Bluetooth key and device name, then tap OK.

The default Bluetooth name starts with "NB-Y" followed by digits. The default password is 000000.

Step 4 - Connect: Tap Connect and select your IoT device from the list.

Step 5 - Check Network Settings: Once connected, navigate to Parameter Settings > Network Settings. Check the IP address and APN values.

Step 6 - Update if Needed: If the IP or APN is incorrect, update them to the correct server values. Contact Segway support for the correct IP address and APN for your region.

Step 7: Save and reconnect. The scooter should come online within a few minutes.

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Still Offline?

If the scooter remains offline after verifying activation and network settings:

1. Check the physical IoT wiring (see How to Reconnect the IoT Battery Wire)
2. Check if the SIM card is detected (see SIM Card Not Detected)
3. For NB-Y IoT: run a serial log diagnostic (see Diagnosing NB-Y IoT via Serial Log)
4. Contact Segway support with the scooter SN and IoT type