Hardware timeout is when the device is online but unable to communicate with your remote start system you have. Typically you will see the location and GPS but commands like unlock, lock and start will not function. If you had this device installed by a professional installer, Please have them contact our tech team for support
If you have installed this yourself, Please use our install guide to make sure you have the correct protocol and connections for your remote start system. You can find the install guide here. https://simplesupport.ca/content/documents/mycar2-complete-installation-guide.pdf
DIY Packages sold by places like Start-x or 12Volt solutions are systems that a rebanded. Please reach out to your retailer to see what make and model of remote start system they sold you.