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Understanding Vehicle Reporting Issues in the Platform

This guide helps clarify the differences in how various vehicles report data to the platform, and provides troubleshooting steps when a vehicle is not reporting correctly or is showing incorrect data.

1. Devices Not Reporting Properly

Some vehicles use an installed hardware device to collect and transmit data. If such a vehicle is not reporting properly, follow these steps:

Steps to Troubleshoot:

  1. Ensure the device is properly installed inside the vehicle and that its indicator lights are on.

  2. If the device is already plugged in, try resetting it:

    • Turn the car's ignition off.

    • Unplug the device for 30 seconds.

    • Plug the device back in securely.

  3. Start the vehicle and take it for a short drive to allow the device to reconnect.

  4. If the vehicle is still not reporting after these steps, escalate the issue to Support for deeper troubleshooting or device replacement.

Note: Devices typically require both a secure connection and vehicle activity (ignition on, driving) to transmit data properly.

2. Mercedes, Lexus, and Toyota (Telematics Vehicles)

Mercedes, Lexus, and Toyota vehicles transmit data via built-in telematics rather than an external device. If data for these brands appears missing or incorrect, check the following:

Steps to Troubleshoot:

  1. Verify the Last Reported column in the platform:

    • This shows the last time the vehicle successfully reported data.

    • If the date is not current, ensure the vehicle is on site and has been started since that date.

  2. If the vehicle has been started but the date is still old, or if the date is current but the data displayed is inaccurate:

    • Escalate to Support.

    • Support may need to investigate further or contact the OEM (Original Equipment Manufacturer) for resolution.

Tip: These vehicles rely entirely on their internal telematics systems. Make sure the vehicle has good network coverage and that it is powered on long enough to sync data.

3. Key Differences at a Glance

Vehicle Type Data Source Troubleshooting Focus
Vehicles with Installed Devices Physical device (plugged into the vehicle) Check device installation, reset device, short drive
Mercedes/Lexus/Toyota OEM Telematics (built-in) Check "Last Reported" date, ensure vehicle is onsite and started, escalate to Support if needed

When to Escalate to Support

If, after completing the relevant troubleshooting steps for your vehicle type, the issue persists (no data or incorrect data), escalate to Support. Be prepared to provide:

  • Vehicle make, model, and VIN.

  • A description of the problem.

  • Screenshots of the platform (especially the Last Reported column).

  • Confirmation that basic troubleshooting steps were completed.

By understanding the differences between vehicles with devices and those using telematics (Mercedes, Lexus, Toyota), you can target the right troubleshooting approach and help resolve issues more efficiently.