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Bluetooth Connectivity Troubleshooting in the Driver App

Updated

Introduction

Motive is introducing a guided self-service Bluetooth connectivity troubleshooting flow to the Driver App. When a driver cannot connect to their vehicle, they can now troubleshoot and reboot the Vehicle Gateway directly from the app without contacting support.

What's New?

  • Vehicle Selection Troubleshooting: Drivers can now troubleshoot issues encountered during vehicle search and receive guided next steps. If the vehicle is not found or no VG is assigned, drivers are guided to message their fleet manager from the Driver App.
  • Vehicle Gateway Reboot: If a selected vehicle still fails to connect within approximately 30 seconds, drivers can reboot the Vehicle Gateway from the Driver App instead of immediately contacting support. They also receive success/failure notifications after rebooting with clear next steps.

Note:

  • The reboot option appears only when a connection fails for a technical reason. It is not available when a vehicle is already connected to another driver, the driver is already connected to a vehicle, or the vehicle is in motion.
  • The driver's phone must have an active cellular or Wi-Fi connection to initiate a reboot.
  • Each Vehicle Gateway also has a 30-minute cooldown period before a reboot can be requested again.
  • The selected vehicle in the Driver App must have an ELD associated with it.

How does this help our customers?

  • Faster resolution at trip start: Drivers can troubleshoot and resolve common Vehicle Gateway connectivity issues themselves without waiting for support, reducing downtime at the start of a trip or after a stop.
  • Clear guidance at every step: Drivers receive real-time status updates throughout the reboot process and a notification with the outcome, so they always know what action to take next.
  • Support accessible without leaving the app: If the reboot/troubleshooting process does not resolve the issue, drivers can call or chat with Motive Support from within the app without switching to another channel.
  • Built-in safety controls: The reboot flow requires drivers to turn off the engine before the reboot executes. The Vehicle Gateway will only reboot once safe conditions are confirmed.

Rollout Plan / Feature Go-Live Date

This feature is available on the Motive Driver App version 103.1 and later, on both Android and iOS. Drivers can update the app from the App Store or Google Play.

Feature Launch Date: 20/05/2026

Note: No configuration changes are required on the fleet side. Drivers need to update to the required app version to access this feature.



 

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