Troubleshooting Common Issues with the Motive Mobile App

Updated February 20, 2026 14:37

The Motive Mobile App is a powerful tool designed to streamline tasks and enhance efficiency for drivers and fleet admins. However, like any software application, users may occasionally encounter issues that can disrupt their experience. This article addresses common problems with the Motive Mobile App and provides troubleshooting steps to resolve them effectively.

Common Issues and Quick Resolutions

Login issues

One of the most common issues users face is difficulty logging into the Motive Mobile App. If you're unable to log in:

Ensure that you have entered the correct username and password.
Verify that your internet connection is stable.
Use the "Forgot Password" feature to reset your password if needed either for Fleet App or Driver App.

Login issues after resetting password

If the driver has reset their password multiple times and using the new password gives an error:

Ask the driver to get in touch with the fleet admin.
Fleet admin can log into the Fleet Dashboard.
Go to Drivers > Edit Driver > Change Password.
Once the password has been changed, hit Save.
Ask the driver to use the password that the fleet admin has set from the Fleet Dashboard and try to Log in.

If the issue persists, even after following the given instructions, please escalate the issue to Motive Support. Provide all the necessary details about the actions taken and the results obtained. Don't forget to include the links to the Driver's and fleet admin's accounts, as well as screenshots of the issue.

Note: Please ensure that you set a simple password for the initial login, but the driver should change it from their Driver App immediately after logging in.

Vehicle sign-in issues

If you are unable to sign in to the vehicle:

Make sure your driver's profile is set to ELD mode.
If it is not set to ELD mode, force-enable your driver for ELD mode.

Current vehicle visibility:

If the driver does not see the Current Vehicle option in the Driver App:

Make sure the driver's Compliance Mode is correctly set.
Drivers should contact their fleet admins to enable ELD Mode in their profile settings on the Fleet Admin Dashboard.
Once ELD Mode is enabled, the driver will see the Current Vehicle option in the Driver App.
The driver can then select their vehicle and connect to the Vehicle Gateway.

Connectivity Problems

If you're experiencing connectivity issues with the Motive Driver App:

Ensure that Bluetooth Connectivity is enabled and Power Saver Mode is disabled on your mobile device.
Make sure that the Motive mobile app is up to date, as outdated versions may encounter connectivity issues.
If the issue persists, follow the troubleshooting steps outlined in the related support article.

App Crashes

If the Motive Mobile App crashes unexpectedly:

Close the app completely and then reopen it.
Check for any pending app updates and install them.
Clear the app cache or restart your device to resolve temporary software glitches.

GPS Tracking Problems

If the GPS tracking in the app is not working correctly:

Check where the Vehicle Gateway is placed. Ideally, it should be placed in the vehicle with ample exposure to the sky. Remove any items that may be placed on top of the Vehicle Gateway.
Ensure that location services are enabled on your device.
Check for physical obstructions (such as tall buildings or tunnels) that may interfere with GPS signals.

Syncing Errors

If you encounter errors when syncing data between the Driver App and the Fleet Dashboard:

Ensure that you have a stable internet connection and that the app is not experiencing connectivity issues.
Verify that you're using the correct credentials to log in and that your account has the necessary permissions to access and sync data.
If the problem persists, contact Motive's support team for assistance.

Performance Issues

If the app is running slowly or experiencing lag:

Close any background apps that may be consuming system resources.
Clear the app cache.
Restart your device to free up memory and refresh system resources.

Invalid HOS Violations

If you see invalid violations appearing on a driver's logs without any clear reason:

Ensure the Motive Driver App is updated to the latest version.
Ensure that the driver’s internet connection is active.
Log out and log back in to the Motive Driver App to refresh the data sync.

If the violations still appear incorrectly after completing the steps above, please contact Motive Support.

Daily 10 Hours Off Duty Violation

If your driver sees a daily 10-hour off-duty violation on the Driver App:

Ensure the driver is logging a minimum of 10 hours of off-duty time in a day/24-hour period.
Off-duty time besides the 8 consecutive hours requirement, can be spread throughout the day in blocks of at least 30 minutes each.
The total number of off-duty hours taken in a day should include a minimum of 2 hours of off-duty time separate from the mandatory 8 consecutive hours of off-duty periods.

HOS Clocks issues

If the driver is not able to see any time on their Driver App HOS clocks:

Use Motive-recommended devices to record drive time.
Log out and log back in to see the time on the clocks.

Cycle rules issues

If the driver cannot view or select the secondary cycle rule on the Logs screen of the Motive Driver App:

Make sure a secondary cycle rule has been configured for your driver logs
If not, set up a secondary cycle rule. Once configured, your driver will be able to switch between primary and secondary cycles in the app.
Please read this article to learn How to set up a secondary cycle.

Location update issues

If the Driver App is showing outdated, incorrect, or missing location:

Troubleshoot GPS: If the issue seems to be connected to your GPS, you need to troubleshoot it with a few simple steps.
Troubleshoot Vehicle Gateway: There could be multiple issues with your Vehicle Gateway. Our troubleshooting guide houses all the possible solutions for your needs.

Duty Status update issues

If the Driver App is stuck on drive and the driver cannot change duty status to on-duty or off-duty:

Check the Application Version and OS Requirements

The application has to be the latest version for it to work smoothly. Open the Driver App and check for its version.
Motive recommends a certain OS for the flawless working of the app. Check if the OS of your mobile device is as per what Motive recommends.

Unpair Mobile Device

Note: The instructions might vary depending on the model of the mobile device.

Close the Motive Driver App from recent apps.
Go to Settings in your phone/tablet.
Tap Bluetooth (iOS) / Connections (Android), then Bluetooth.
Tap the KT device and tap Forget (Android) / Tap Forget this Device (iOS).
Open the Motive Driver App.
Click the Exit drive mode pop-up (For iOS the prompt will pop up right away / For Android prompt will pop up after a couple of minutes).
Click Yes to go back to the Motive App.

Reboot your phone

If the above steps do not solve the problem, then reboot the mobile/tablet.

Press the power button of your phone for a few seconds until the reboot option appears.
Tap the Reboot or Restart button.

Please follow the instructions below if rebooting does not resolve the issue:

Turn Bluetooth Off.
Unplug the ELD and wait for the lights to turn off.
Wait for 1 minute and plug the ELD back in.
Open your App and Exit Driving Mode.

Note: Learn more about Resolving Unidentified Trips from the Driver App.

Issues accessing manual drive time

If the driver is unable to insert manual drive time on the Driver App, it may be caused by:

Driver using ELD Exempt Vehicle (before the year 2000)
Driver does not leave a 100/150-mile radius
Driver hauling goods that are exempt

To solve this issue, follow these steps:

Log in to the Motive Driver App and click Logs.
Tap on Current Status.
On the Current Duty Status screen, choose Driving.
Select Location and add Notes.
Tap Save.

Note: You can only add manual driving if you are enabled for it. If you don't see the Manual Driving option on your Driver App, please contact your Fleet Admin to enable it for you.

Error Messages

If you encounter error messages:

Take note of the specific error code or message.
Check the Motive Help Center for related troubleshooting articles.
Contact Motive’s support team for assistance if needed.

Engine Synchronization Malfunction

If the driver sees engine synchronization malfunction code E on the Motive App:

Ensure Bluetooth is properly connected.
Ensure the mobile device has above 50% charge while using the app.
Do not remove the mobile device from the vehicle while it is running and you are connected.
Make sure that the mobile device in use for the Motive driver app is not connected to more than 2 Bluetooth devices at a time, including the Vehicle Gateway.
Ensure that the mobile device in use for the driver app remains within Bluetooth range of the Vehicle Gateway.
If you've followed all the steps mentioned above, the notification will go away in 24 hours unless Bluetooth disconnectivity occurs again.

Unidentified trips visibility

If your Vehicle Gateway is connected, but Unidentified trips are not visible in the Driver App, it might be because of a temporary app sync issue or connection glitch. Follow the steps below to resolve the issue:

Leave the vehicle from the Driver App.
Ensure your Driver App is updated to the latest version.
Log out of the Driver App.
Log back into the Driver App.
Reconnect to the vehicle.

After reconnecting, the unidentified driving events should appear in the app.

If the issue persists even after completing the steps above, please contact Motive Support for further assistance.

Logging out issues

If you are unable to log out of the Motive Driver App:

Check your device's internet connection and ensure there are no connectivity issues
Force close all the running applications on the phone/tablet (including the Motive Driver App) and try logging out again.
If you are still getting an error while logging out of the Motive app, please reach out to our support team at 855-434-3564 or at support@gomotive.com. Our Support team can identify if there are any Sync issues and resolve them.

Documents stuck in the uploading state

If a document is stuck in the uploading state on the Driver App even with an active internet connection:

Go to the home screen of the Motive Driver App.
Scroll down the middle of the page from top to bottom. This would trigger an App refresh, and any stuck document within the Driver App and the sync process will be triggered.
Go back to the Document tab, and all the unsynced documents will be synced as soon as the process is cleared.

Android phone Driver App update issues

If you are unable to update the Motive Driver App:

Confirm that your mobile device is supported and running on a compatible OS version for the Motive App. Refer to the article: [What are the recommended devices for Motive products?]
Make sure you have a stable and strong internet connection (Wi-Fi or mobile data).
Open your mobile device’s Settings app.
Tap Apps to see all apps.

Note: This option in device settings may vary based on the mobile device make and model, but you will always have the option where all the downloaded apps can be seen listed.
Scroll down and tap Google Play Store.
Tap on Storage and cache, which will lead you to a page where you will find the options for clearing cache.
Tap on Clear cache.
Once done, restart the Google Play Store and try updating the Motive Driver App again.
If you still can’t update the app after clearing cache & data, restart your mobile device and attempt the update again.

Troubleshooting common issues with the Motive Mobile App often involves basic steps such as ensuring a stable internet connection, updating the app, and checking for software conflicts. By following these troubleshooting steps and reaching out to Motive’s support team when necessary, users can quickly resolve issues and get back to using the app efficiently.

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