Vehicle Gateway Not Recording Drive Time

    Audience Drivers
    Applies To Vehicle Gateway

     

    Symptoms

    • Drive Time comes up as 0 for trips
    • Driver application does not put driver into drive mode when vehicle moves past 5 MPH
    • Location history missing

     

    Cause

    • Cable Issue

      • Incorrect cable installation
    • Corrosion/damaged Pins

      • On the vehicle's diagnostic port
      • On the cable connector
      • On the Vehicle Gateway port 
    • Vehicle Issue

      • Open fault codes
      • Data not being provided from vehicle's ECM/ECU
    • Vehicle Gateway Issue

      •  Vehicle Gateway firmware is not updated

     

    Solution

    Troubleshooting steps

    Note: Ensure the cables are correctly installed & securely connected. Check and fix any fault codes that are open (related to your speed sensors)

    1. Open your Driver App. on your mobile device and make sure it says 'No Vehicle' on the top right.
    2. Turn the engine off & take the keys out.
    3. Unplug the cable from the Vehicle's diagnostic port & the Vehicle Gateway unit.
    4. Check the following ports for corrosion/damage/missing pins.
        • Both ends of the Motive cable connector
        • Vehicle diagnostic port
        • Vehicle Gateway device's connector port (NOT USB PORT)
    5. Take pictures of both ends of the Motive cable, the Vehicle Gateway device's port, and the diagnostic port/ fuse box (if fuse box connector in use)
    6. Once the lights on the unit turn off, leave it unplugged for 5 minutes.
    7. Plug the cable back to the unit, and the diagnostic port/ fuse box, turn on the engine to check the functionality of the ELD.

     

    Note: In case it still doesn't work, please reach out to our 24/7 Support Helpline.

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