Troubleshooting


How to deal with common problems you might have with the app.

 

Ensure the app is up to date

To have the best version of the app, ensure that it is up to date. Go to the Google Play Store  (for Android devices),  or the iOS App Store  (for Apple devices),  to see if you need to update the app. 

To check which version you are using:

1.      In the navigation bar, select More.

2.     Under Support, select About.

Fix Bluetooth connection issues

If your device has problems connecting to the vehicle, try these solutions.

If none of these solutions work, contact Support.

Restart your device

If you are using the correct standard, restart your device and try to connect again through the app.

Perform a Bluetooth pairing

1.      In the Android pulldown settings, hold the Bluetooth toggle to search for nearby devices.

2.      Select the device named GenX_ESN (where ESN is the vehicle ESN).

3.      If the devices are not paired, enter the PIN 1234 (if requested). If the devices are paired, disconnect the pairing.

4.      Try to connect again through the app.

Perform a forced Bluetooth connection

1.      On your device, switch the Bluetooth setting off and then switch it on again.

2.     Open the app and search for the vehicle.

3.     If the app requests permission to turn on Bluetooth, select Yes.

 

Update the central configuration

If the admin updates the configuration in Reveal, refresh the configuration in your app:

1.      In the navigation bar, select More.

2.     Beside Settings, select Refresh.

3.     In the dialog box, select Yes.

4.     Log out of the app and log back in.

This ensures that your HOS logs are synced from Reveal.

 

Performance issues

The Reveal ELD LogBook app can experience the following performance issues. If you experience any of these issues, follow these steps:

1.      Note the type of issue.

2.     Provide written notice of the issue to your motor carrier within 24 hours.

3.     Ensure that you have an accurate record of duty status (RODS) for the current 24-hour period and the previous seven consecutive days. This RODS can be presented as records from the app, or on compliant graph-grid paper. If necessary, manually reconstruct the RODS for any missing period.

4.      Keep a compliant RODS manually on graph-grid paper until the ELD is serviced and back in compliance.

Loss of Power

Insufficient power can cause performance issues in the app. To avoid this, keep your device sufficiently charged.

Desynchronization of Vehicle Data

If your mobile device loses its connection to the vehicle tracking unit for more than 30 minutes in a 24-hour period, the data on engine power status, vehicle motion status, miles driven, and engine hours is not available. To avoid this, ensure the app is connected to your vehicle by Bluetooth when you are in the vehicle.

Timing

This issue occurs when there is a discrepancy of more than five minutes between the Reveal server timestamp and the mobile device.

Positioning

This issue occurs when your device loses its GPS signal and cannot retrieve a valid location for more than 60 minutes in a 24-hour period. To avoid this, ensure the GPS of your device is always switched on.

Data Recording

If the free storage space on your device drops below 200 MB, the app cannot record new events and associated data. You might lose data about events that have not been uploaded.

For optimum performance, ensure your device has 4 GB of free storage space.

Data Transfer

This issue occurs when the automatic data transfer check, which is performed every 24 hours, fails.

Get Help from Support

If you have a problem with the app, Support can help.

To contact the Driver line, call 844-307-2867.

When you call the help line, Support might ask for the following information:

·        Your Driver ID (username)

·        The date and time the issue occurred

·        A description of what happened

·        The make and model of your Android or iOS device

·        The type of connection (cell data plan, Wi-Fi, or personal hotspot)

·        A diagnostic file from your app (see Send Diagnostic Files to Support below)

Check the Last Successful Upload

You can check when data was last uploaded successfully from your device:

  1.      In the navigation bar, select More.

2.      Under Settings, select App Diagnostic Data.

The date and time of the last successful upload display in the top right corner of the screen.

Send Diagnostic Files to Support

1.      In the navigation bar, select More.

2.     Under Support, select Send to Support.

 

3.     In the dialog box, select Upload.

 

Take a Screenshot of Diagnostic Data

If you cannot send a diagnostic file using the Send to Support option, take a screenshot of the app diagnostic data:

1.     In the navigation bar, select More.

2.     Under Settings, select App Diagnostic Data.

3.     Take a screenshot.

On most Android devices, you press and hold the Volume Down and Power buttons at the same time to take a screenshot.

4.      Send the screenshot to Support when you can.