This troubleshooting guide is a step-by-step guide to help you resolve common issues with the Motive’s Remote Tachograph Download.
1. Check Your Company Card
First, make sure Motive has your physical Company Card and that it is active.
- Is the card number correct? Double-check that you typed the correct card number into your Motive Fleet Dashboard settings (Compliance Admin).
- Did you mail your card? Ensure your physical card was sent to our hosting center Lisle Design > Unit 10, Dundee Technology Park, Riverside House 11 Luna Pl, Dundee, DD2 1TP, United Kingdom.
- Do you have enough cards? We recommend having 1 company card for every 50 vehicles in your fleet.
- Is it "Disconnected"? Go to Compliance Hub > Company Cards in your dashboard. If it says Disconnected, the card might still be in transit, or it needs to be plugged into Lisle card rack.
- Is it expired? Check the expiration date on the same tab. An expired card will stop all downloads immediately.
2. Check the Vehicle & Tachograph Device
Downloads can only happen when the vehicle is awake and the tachograph is set up correctly.
- Turn the engine on: Motive cannot pull data if the vehicle is turned off or has been parked for a long time. The engine must be running for the download to work.
- Workshop activation: Some tachographs (VDO or Stoneridge) need to be unlocked by a mechanic before they allow remote downloads. If yours hasn't been activated, you will need to visit an approved workshop. You can easily find approved workshops from VDO and Stoneridge websites.
3. Parallel Remote Download Device Installation
Are you trying to use a Motive AIDC+ device in a vehicle that already has another provider's download device plugged into it?
Having two different download systems plugged into the same tachograph can cause them to interrupt each other. Motive AIDC+ has been successfully tested to support remote downloads alongside a parallel installation setup. However, because older or third-party devices vary, we cannot guarantee it will work seamlessly in every scenario.
What to do: Before installing your Motive AIDC+, please reach out to both Motive Support and your existing remote download provider to confirm if your specific setup will support a parallel installation.
4. Check the Driver’s Card
If you are getting vehicle files but missing driver files, check these two things:
- Is the card inserted? The driver must keep their driver card inside the tachograph while driving. If they leave it out, no data can be collected.
- Unassigned files: If a driver uses a card that hasn't been linked to their name in the Motive dashboard yet, the system will still download the data. Look for it under Unassigned Files in your dashboard and assign it to the right driver.
If you checked all these steps and still see no data, contact Motive support at +44 800 055 6684 or email us at support@gomotive.com
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