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No Shipment Visibility Data from Vehicle During the Tracking Window
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Issue: The vehicle is onboarded in the project44 platform, but no location information was received during the shipment tracking window.
Dynamic: project44 could identify the vehicle but no tracking pings were received during the shipment tracking window. The asset was onboarded on {{createdDateTs}} but the asset was last heard from on {{lastSeenDateTs}}.
Recommended Action:
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Please reach out to the carrier to verify the accuracy of the specified vehicle identifier. If the identifier is correct, confirm that the vehicle is still in use and actively sending data to project44. Additionally, please verify whether the tracking window is specified correctly.
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If the problem persists or if you need additional help, kindly reach out to project44 support via this link and raise a "Support Request" ticket for assistance in resolving the matter.
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Vehicle Never Entered Geofence
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Issue: project44 could detect the location of the vehicle. However, the truck did not enter the pickup location geofence. As per carrier privacy agreements, the tracking data cannot be shared if the truck does not enter the pickup location geofence.
Dynamic: project44 could detect the location of the vehicle. However, the truck did not enter the pickup location geofence and was last detected {{pingSeenKm}} kilometers away. Due to carrier privacy agreements, tracking data cannot be shared if the truck does not enter the pickup location geofence.
Recommended Action:
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Review and validate that the location data are correct when creating shipments.
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If required, please review the geofence configuration with your project44 CSM.
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If the problem persists or if you need additional help, kindly reach out to project44 support via this link and raise a "Support Request" ticket for assistance in resolving the matter.
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No Vehicle Found for Given Equipment Identifier
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Issue: project44 was unable to identify a vehicle corresponding to the specified equipment identifier.
Recommended Action:
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Verify that this carrier has a status of "Fleet Available" in the Network Management Center (https://nmc-na12.voc.project44.com/ or https://nmc-eu12.voc.project44.com/).
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Kindly contact the carrier to verify whether the provided equipment identifier is accurate and active.
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If you wish to remove the equipment identifier validation during the shipment creation process, please contact your project44 CSM.
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Please ensure that the equipment identifier provided to project44 matches the equipment identifier registered with the telematics provider. This is crucial to ensure correctness and alignment across the board. Instructions on obtaining the identifier for the most commonly used providers can be found here.
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If the problem persists or if you need additional help, kindly reach out to project44 support via this link and raise a "Support Request" ticket for assistance in resolving the matter.
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Unsuccessful Tracking via Telematics
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Issue: A valid equipment identifier has been provided for the shipment but the shipment tracking information could not be processed successfully.
Recommended Action: If you notice that this issue is continuously affecting a significant number of your shipments over an extended time period, kindly reach out to project44 support via this link and raise a "Support Request" ticket for assistance in resolving the matter.
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Unknown Telematics Equipment Identifier
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Issue: The shipment could not be tracked as a result of an unidentified or invalid equipment identifier being added to the shipment.
Recommended Action:
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Verify with the carrier that the equipment identifier and its format are correct.
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If the equipment identifier corresponds to the Telematics vehicle identifier, please ensure that the vehicle identifier is listed exactly as shown in the carrier's Telematics portal. If the equipment identifier corresponds to the license plate, please ensure that the license plate has been onboarded by the carrier by using the Fleet List functionality in the Network Management Center (https://nmc-na12.voc.project44.com/ or https://nmc-eu12.voc.project44.com/).
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If the problem persists or if you need additional help, kindly reach out to project44 support via this link and raise a "Support Request" ticket for assistance in resolving the matter.
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Unknown Error
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Issue: The cause of this error is yet to be determined by project44, but the team remains proactive in regularly introducing new root causes.
Recommended Action: If you notice that this issue is continuously affecting a significant number of your shipments over an extended time period, kindly reach out to project44 support via this link and raise a "Support Request" ticket for assistance in resolving the matter.
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No Vehicle Found for Given Equipment Identifier and DriveView Tracking Unsuccessful
Note: Accounted for under DriveView RCA already.
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Issue: project44 was unable to validate the given equipment identifier as we did not find a registered vehicle associated with it. Additionally, the attempt to track the shipment using the DriveView app also failed.
Recommended Action:
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Verify with the carrier that the provided equipment identifier or vehicle identifier is accurate.
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If you would like to incorporate equipment identifier validation during shipment creation process, please contact your Customer Success Manager or reach out to project44 support via this link and raise a "Support Request" ticket for assistance in resolving the matter.
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Additionally, if you intend to track the shipment using DriveView, kindly request the driver to complete the installation setup of the app.
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Inactive Telematics Equipment Identifier
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Issue: The asset associated with the license plate number or the vehicle number that has been assigned to the shipment was deemed inactive before the beginning of the transit. An inactive status in the Network Management Center indicates that no data was received from the asset in the previous four days.
Recommended Action:
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Kindly ascertain whether the addition of equipment identifiers is the responsibility of the tenant or the carrier.
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If the carrier is accountable, please provide them with five shipment examples along with the associated equipment identifiers to flag as inactive in the Network Management Center (https://nmc-na12.voc.project44.com/ or https://nmc-eu12.voc.project44.com/). Please request validation from the Telematics provider to ensure that the assets are valid and capable of providing tracking information.
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If you notice that this issue is continuously affecting a significant number of your shipments over an extended time period, kindly reach out to project44 support via this link and raise a "Support Request" ticket for assistance in resolving the matter.
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Invalid Telematics Connection Status
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Issue: The carrier's connection in the Network Management Center is currently marked as "Critical", which is preventing tracking. This issue is most often caused by the carrier using invalid telematics credentials.
Recommended Action:
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Kindly contact the carrier to verify whether the provided telematics credentials are accurate and active.
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If the problem persists or if you need additional help, kindly reach out to project44 support via this link and raise a "Support Request" ticket for assistance in resolving the matter.
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