In some cases, the Driver App may generate incorrect HOS violations when a driver crosses a regional or country border. This typically occurs due to app behavior or system limitations in handling jurisdiction changes during an active session.
Symptoms
- The driver sees an unexpected HOS violation after crossing a border
- Logs reflect incorrect duty status or hours calculation
- Violation appears without an actual breach of driving limits
Solution
- Open the Driver App.
- Tap on the hamburger menu (☰).
- Scroll to the bottom and tap Log Out.
- Confirm logout (user will be redirected to the login screen).
- Open the Driver App, tap Log In.
- Enter Email/Username and Password.
- Tap Log In to access the account.
Navigate to the driver’s logs. Check the time period during which the violation occurred. Confirm whether the violation is still present. If the violation persists, the support agent can:
- Recompute the driver’s HOS from the backend/system
- Attempt to log out and back in
- Recheck logs after recomputation
The invalid violation should be removed after logout/login and HOS recomputation. Logs should reflect accurate duty status and driving hours
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