If you are having trouble connecting to your Vehicle Gateway (VG) or seeing an ELD Authentication Failed message, use the steps below to try to resolve the issue.
Symptoms
- Unable to connect to the Vehicle in the Driver App
- Drive time or logs not updating
- ELD Authentication Failed error pop-up in the Driver App
- ELD messages not uploading (on non-cellular or low-signal Vehicle Gateways)
- The right Vehicle Gateway LED marked with the mobile phone icon is red or blinking red
Before you start
- Update the Driver App: Make sure your Motive Driver app is updated to the latest version.
- Update your device OS: Make sure your mobile device's operating system (OS) is up to date.
- Check your connection type: Make sure you are connecting to the Vehicle Gateway via Bluetooth, not a USB cable. If a USB cable is connected, unplug it before continuing.
Solution
Check your Vehicle Gateway's LED
With the engine on, check the LEDs on your Vehicle Gateway:
- Orange LED for more than 1 minute: Unplug the Vehicle Gateway, wait 2 minutes, then plug it back in.
- Green and/red LED: The device is powered on. Continue to the next section below.
- No LEDs on at all: This indicates a power issue. Check cable connections, vehicle ignition, fuses, and battery. See Vehicle Gateway Powered Off.
Troubleshooting Steps
Work through these steps in order. If you are able to connect at any point, skip the next steps.
- Perform a pinhole reset: See the instructions on how to perform a pinhole reset on Vehicle Gateway in Performing pinhole/hard reset on Vehicle Gateway (lbb 3.6).
- Select the correct vehicle: In the Driver App, make sure you are selecting and connecting to the correct vehicle and the Vehicle Gateway you have physical access to.
- Turn off phone battery power-saving mode: Check your mobile device's settings and turn off any Power Saving or Battery Saving mode, then try connecting again.
- Log out and back in: Log out of the Motive Driver App, then log back in.
- Restart Bluetooth: In your mobile device's Bluetooth settings, turn Bluetooth off, wait 1 minute, then turn it back on.
- Reboot device: Perform a reboot on your mobile device.
- Forget the device and reconnect:
- Log out of the Driver App.
- In your mobile device's Bluetooth settings, find your Vehicle Gateway (by its serial number) and select Forget this device.
- Log back into the Driver App and try connecting again.
- Try a different driver profile if available: If you are able to connect successfully using a different driver profile, this points to an issue with your specific driver profile.
When to Contact Support
If you have worked through the steps above and are still unable to connect, please Contact Motive Support. Our support team can access additional diagnostic tools to help identify and resolve the issue.
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