No Historical Carrier Tracking

Issue: Carrier has never successfully tracked a shipment in the p44 network, indicating that onboarding was never successfully completed.

Recommended Action: Confirm invite status in Network Management Center. If no invite exists, send a new invite. If carrier is already invited, validate carrier contact information used in NMC via email outreach. Re-send invite with the confirmed valid contact information.

Carrier Not Providing Equipment IDs to project44

Issue: Carrier has telematics connection with project44, but is not sharing equipment identifiers. Equipment identifiers are required on every telematics shipment in order to track.

Recommended Action: Confirm responsible party for adding equipment identifiers (customer or carrier). Reach out to the responsible party and request that equipment identifiers are provided for 100% of shipments.

Carrier Not Providing Equipment IDs to Customer

Issue: Equipment identifiers have been provided by carrier for other customers in the p44 network but not for this individual customer.

Recommended Action: Confirm responsible party for adding equipment identifiers (customer or carrier). Reach out to the responsible party and request that equipment identifiers are provided for 100% of shipments.

Carrier Not Onboarded for Customer

Issue: Carrier has history of successful tracking with p44, but not for this individual customer.

Recommended Action: Confirm that onboarding request has been sent to the carrier.

If carrier connection is DIRECT, make sure the carrier has received instructions via email to authorize data feed for your shipments. If carrier connection is telematics, ensure NMC invite has been sent to the carrier and accepted.

For both carrier types, If request had previously been sent, follow up with the carrier regarding status and include # of shipments expected to track and five untracked shipment identifier examples.

Shipment Created after Delivery

Issue: Shipment was created after the end of the delivery window. Creating shipments after physical transit will lead to missed tracking.

Recommended Action: Review impacted shipments to understand why creation occurred after delivery window and revise operational flow to prevent recurrence.

Mobile Tracking Not Approved

Issue: Mobile tracking request was not approved by the driver for tracking. The driver must have the DriveView mobile app set up correctly and must accept mobile tracking requests for successful shipment tracking.

Recommended Action: Reach out to your carrier contact with shipment examples and ensure carrier awareness on proper DriveView mobile app installation and usage requirements.

Missing Mobile Phone Number

Issue: No mobile phone number was added to the shipment, which prevents tracking.

Recommended Action: Confirm responsible party for adding equipment identifiers (customer or carrier). Reach out to the responsible party and request that equipment identifiers are provided for 100% of shipments and include multiple shipment examples.

Missing Telematics Equipment ID

Issue: No equipment identifier was added to the shipment, which prevents tracking.

Recommended Action: Confirm responsible party for adding equipment identifiers (customer or carrier). Reach out to the responsible party to request that equipment identifiers are provided for 100% of shipments and include multiple shipment examples.

Unknown Telematics Equipment ID

Issue: An unknown or invalid equipment identifier was added to the shipment, which prevented tracking.

Recommended Action: Confirm with the responsible party (customer or carrier) that the identifier and the format of the identifier is correct.

If the equipment ID is Telematics Vehicle ID, ensure that the vehicle ID is listed exactly as shown in the carrier telematics portal.

If the equipment ID is a license plate, ensure that the license plate is uploaded in the Fleet List in the NMC.

Invalid Phone Number

Issue: An invalid phone number was added to the shipment which prevented tracking. Typically due to improper formatting of the phone number or a landline.

Recommended Action: Confirm responsible party for adding equipment identifiers (customer or carrier). Reach out to the responsible party and request that valid mobile phone numbers are provided and include multiple shipment examples.

Inactive Telematics Equipment ID

Issue: The asset (e.g., license plate, truck #) assigned to the shipment was considered inactive prior to transit beginning. An inactive status in the NMC indicates that we did not receive data from the asset in the prior 4 days.

Recommended Action: Determine who adds equipment identifiers (customer or the carrier). If the carrier is responsible, provide them five shipment examples and associated equipment IDs to flag as inactive in the NMC. Request validation with Telematics provider that assets are valid and can provide tracking.

Invalid Telematics Connection

Issue: Carrier's connection in the NMC is in 'Critical' status which prevents tracking. Most common issue is use of invalid telematics credentials by the carrier.

Recommended Action: Follow up with carrier to review telematics credentials and confirm they are valid. If this fails, create ticket with support.

All Tracking Status Updates Had Timestamps in Future

Issue: Carrier sent all tracking updates with a timestamp in the future, preventing successful tracking.

Recommended Action: Please reach out to the carrier with examples to ensure they are sending real-time updates to project44.

All Tracking Status Updates Had Timestamps in Past

Issue: Carrier sent all updates with a timestamp greater than one week in the past. Latent data prevents project44 from providing real-time tracking updates.

Recommended Action: Please reach out to the carrier with examples to ensure they are sending real-time updates to project44.

Invalid Timestamp Structure in Tracking Update

Issue: Carrier sent a tracking update with an invalid timestamp format, preventing successful tracking.

Recommended Action: Please reach out to apicarriers.

Tracking Updates Received Outside of Tracking Window

Issue: Carrier sent tracking updates outside of the shipment tracking windows. Updates sent outside of the tracking window are not applied to the shipment.

Recommended Action: Validate that shipments are being created in project44 with correct appointment window dates. If appointment window dates are correct, reach out to your carrier contact to confirm why tracking updates are sent outside of designated tracking windows.

Missing Tracking from API Carrier

Issue: API Carrier did not provide any tracking updates to project44 for this shipment. If project44 does not receive data from the carrier, then no tracking data can be processed.

project44 has checked that none of the following issues apply:

- Invalid data format.

- Tracking updates sent outside of tracking window.

- Future or latent timestamps.

- Tracking data was received but not processed.

Recommended Action: Please reach out to your carrier contact to confirm why tracking data was not provided to project44.

Unsuccessful Telematics Tracking

Issue: Valid equipment ID was provided for the shipment, but no tracking data was successfully processed. Equipment ID is not inactive, invalid, missing or unknown.

Recommended Action: Send an email to support.

Shipment Invite SMS Failed to Send

Issue: The shipment invite SMS has failed to send for the phone number provided.

Recommended Action: Validate that the phone number entered is a valid and active mobile number and inform the driver via another method to install and set up DriveView.

Onboarding Verification SMS Failed to Send

Issue: The verification SMS has failed to send for the phone number provided. Drivers need a verification code to confirm the driver phone number.

Recommended Action: Validate that the phone number entered is a valid and active mobile number. If the driver blocked messages from p44, they must re-enable SMS by sending CONTINUE to p44 number. The driver can request a new code via the app. The verification code is shown in VOC and users with access to VOC can provide the code to drivers.

DriveView Confirmation Code Invalid

Issue: The driver has input the wrong verification code into the app when verifying their phone number.

Recommended Action: The driver can request a new code via the app. The verification code is shown in VOC and Users with access to VOC can provide the code to drivers.

DriveView Confirmation Code Expired

Issue: The driver has input an expired verification code into the app when verifying their phone number.

Recommended Action: The driver needs to request a new code via the app and complete the setup.

Driver Denied Terms and Conditions.

Issue: Driver has denied the terms and conditions for using DriveView.

Recommended Action: Please ask the driver to complete setting up the app and accept the terms and conditions.

DriveView Location Access Insufficient

Issue: Driver has given insufficient location access (“While in Use”). DriveView needs full (“Always On”) location access to track shipments.

Recommended Action: The driver must allow full location access in their device (“Always On”).

DriveView Location Access Denied

Issue: Driver has denied location access. DriveView needs full (“Always On”) location access to track shipments.

Recommended Action: The driver must allow full location access in their device (“Always On”).

Invalid Phone Number Assigned to Shipment

Issue: An invalid phone number was assigned to the shipment as its equipment identifier. A valid mobile number must be set, including the country code (e.g. +12351234)

Recommended Action: Ensure that the phone number used for the shipment is the number of the driver that will execute the shipment.

Shipment Tracking Rejected by DriveView Carrier

Issue: The driver has manually rejected the shipment by tapping the button "Not my load".

Recommended Action: If this was done incorrectly, the shipment must be deleted and a new one must be created. Set a new mobile phone number as the equipment identifier.

Driver Unsubscribed from SMS Notifications

Issue: The driver has unsubscribed from SMS notifications from Project44 and therefore can not receive invitations or verification codes to their phone number.

Recommended Action: The driver must re-enable SMS by sending CONTINUE to p44 number. Inform the driver via another method to install and set up DriveView.

VOIP Phone Number Assigned to Shipment

Issue: VoIP phone numbers were used to initialize shipments. Not all VoIP providers support SMS so drivers might not receive shipment notifications.

Recommended Action: Double check the phone number or try using another mobile phone number.

Unsuccessful DriveView Tracking

Issue: No tracking data received for the DriveView shipment.

Recommended Action: Please reach out to P44 support with the shipments that have this issue.

Carrier Does Not Have Configured Tracking Methods

Issue: The carrier does not have any tracking methods configured with Project44. Tracking method configuration is required for shipment tracking.

Recommended Action: Create and Login into your NMC account and add telematic credentials to configure connection. If you need support or have questions, please reach out to our Carrier Onboarding team.

Identifiers Mismatch for Configured Tracking Methods

Issue: Provided identifiers for configured tracking methods do not match expected identifiers.

Recommended Action: Ensure the provided identifiers match the expected identifiers from carrier. A list of expected identifiers by carrier can be found by following the instructions outlined in this support documentation: Get available shipment tracking methods for a carrier.

No Tracking Method Selected

Issue: No Tracking method could be selected for the shipment despite having matching equipment identifiers.

Recommended Action: Please reach out to P44 support with the shipments that have this issue.

Shipment Initialization Failed for Candidate Tracking Method

Issue: Shipment could not be initialized for candidate tracking method.

Recommended Action: Please reach out to P44 support with the shipments that have this issue.

Vehicle Not Found For Equipment Identifier

Issue: project44 could not find a vehicle for the given equipment identifier.

Recommended Action:

Invalid Equipment Identifier

Issue: project44 could not validate the given equipment identifier.

Recommended Action: Please ensure that the provided equipment identifier is registered with project44.

Shipment Was Not Loaded in DriveView App

Issue: The driver did not open the DriveView application which is required to load the shipment.

Recommended Action: Driver must open the DriveView application at least once after a shipment assignment in order to load the shipment for successful tracking.

Driver Onboarding on DriveView App Incomplete

Issue: The driver did not complete the onboarding process required to install the DriveView application.

Recommended Action:

No Data from Asset During Tracking Window

Issue: The vehicle was found but there was no tracking ping during the shipment tracking window.

Recommended Action: Please reach out to the carrier and verify the following:

Truck Never Entered Origin Geofence

Issue: Truck location was found and was tracked but the truck did not enter the pickup location geofence. Due to EU privacy regulations, tracking data cannot be shared if the truck does not enter the pickup location geofence.

Recommended Action: Verify the provided truck identifier is correct for this shipment and/or review the geofence configuration with your project44 customer service manager.

Tracking Updates Had Timestamps Before Tracking Window Start

Issue: Tracking Status Updates had timestamps before the tracking window started.

Recommended Action:

Tracking Updates Had Timestamps in Future

Issue: Tracking Status Updates had timestamps in the future.

Recommended Action:

Tracking Updates Received After Tracking Window Expired

Issue: Tracking Status Updates were received after the end of the shipment tracking window.

Recommended Action:

Tracking Updates Received Before Tracking Window Start

Issue: Tracking Status Updates for the shipment were received without GeoCoordinate data.

Recommended Action: Please reach out to your carrier to make sure the status updates have accurate GeoCoordinate data.

Tracking Updates Received Without GeoCoordinate Data

Issue: Tracking Status Updates for the shipment were received without GeoCoordinate data.

Recommended Action: Please reach out to your carrier to make sure the status updates have accurate GeoCoordinate data.

Tracking Updates Received Before Shipment Creation

Issue: Tracking Status Updates for the shipment were received before shipment creation.

Recommended Action:

No Tracking Updates Received

Issue: No Tracking Status Updates were received for the shipment.

Recommended Action:

No Historical Carrier Tracking using API

Issue: Carrier has never tracked for any customer with Push Tracking.

Recommended Action: If the carrier is connected via API, please reach out to the carrier to validate the API configuration.

No Carrier Tracking for Customer using API

Issue: Carrier has never tracked for this customer with Push Tracking.

Recommended Action: If the carrier is connected via API, please reach out to the carrier to validate the API configuration.

Missed Final Milestone Only

Issue: Did not receive an update at the departure of the final destination.

Recommended Action: Carrier should make sure to provide updates through out journey and tracking can be turned off once it is over.

3+ Updates Moving Away from Stop

Issue: Shipments that have three consecutive updates moving away from the destination by at least 25 kilometers.

Recommended Action: Make sure the stop address and geo-coordinates are correct.

Only One Carrier Update

Issue: Carrier provided only one update for the shipment throughout the tracking.

Recommended Action: Carrier should provide the update throughout the shipment tracking period.

Update Frequency Within 10% of Target

Issue: Some of the status updates received on the shipments had a gap in range of 15.5 to 17 minutes.

Recommended Action: Carrier must provide the status update maximum within 15 minutes.