Introduction

This troubleshooting guide aims to help customers understand and resolve issues related to shipments not showing tracking information in the project44 system. Tracking updates and asset activations are crucial for real-time supply chain visibility, and this guide provides steps to identify and fix common causes of tracking problems.

Issue Description

Some shipments may not appear in the tracking system or may show as inactive assets. This usually occurs when the asset registration process is incomplete or when key integrations and assignments are missing.

Signs

• Shipment status is missing or not updating in the system.
• Assets appear as inactive or do not show up in tracking dashboards.
• No GPS data or location updates for assigned shipments.

Basic Troubleshooting Steps

• Confirm that GPS devices are properly integrated and transmitting data.
• Verify that asset credentials and GPS connections are active and correctly configured.
• Ensure shipments have been correctly assigned to the assets, as assets become active only when assigned (especially for Motive integrations).

Advanced Troubleshooting Steps

If the basic steps do not resolve the issue, please proceed with the following advanced actions:

• Check integration logs for errors related to GPS data or shipment assignments.
• Review asset registration status in your provider's system to confirm all required information has been submitted.
• Validate that your authentication credentials (API keys, tokens) are current and have the correct permissions.

Contact Support

If the issue persists after following the troubleshooting steps, please contact project44 support or your system provider for verification and further assistance. Provide details about the shipment, asset IDs, and any error messages received to expedite resolution.

Additional Resources

• Visit our Help Center for detailed articles and FAQs on shipment tracking and asset management.
• Access video tutorials on setting up GPS integrations and managing shipments in project44.

Conclusion

Maintaining complete and accurate asset registration, active GPS connections, and correct shipment assignments is essential for timely tracking updates. Following the steps in this guide helps ensure your shipments are visible and your supply chain remains transparent and efficient.