Preserve the evidence while parked
Write down the time, truck/VIN, device model, app version and exact message. Check whether current records are visible and whether new driving or engine data is missing. Save the error information for your carrier and support team.
Separate four symptoms
- App cannot connect to the ELD: check the selected truck and the connection indication described in the device manual.
- Truck data is missing: engine synchronization needs investigation even if the phone has internet.
- Dashboard is behind: check whether records remain present on the driver’s device. An upload delay and a recording failure are different problems.
- Location is wrong: record the location message and pattern. Restoring cellular signal does not prove the location problem is fixed.
Use the right recovery instructions
Follow the exact model’s manual or support instructions. Do not delete the app, clear its storage, reset the device or disconnect working hardware before the carrier has established how records will be preserved.
A diagnostic message is not automatically a recording malfunction. Follow the carrier’s malfunction procedure when required; see the full troubleshooting guide for the next steps.
Sources
Discuss your ELD setup
Tell Factor ELD which vehicles, phones and driver workflows you need to support.