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ELD device support technic

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A good script and examples for             starting a conversation

Greetings:
Good Evening Sir/Madam, Eld4trucking, my name is X. How can I help?
If there is a question you don't know or not sure how to answer:
I need to double check this and I will call you back.
Ending the call:
Is there anything else I can help you with?
If answer is No:
Have a great evening and drive safely!

 
Problem 1
Cannot connect to eld device

Possible solutions:


1) Check if Bluetooth is ON
2) Ask driver to turn OFF bluetooth and restart phone/tablet
 3) Delete last 4 digits and  
Re-enter the full MAC address


         
4) Make sure no other eld     applications are installed on  the driver phone(especially eazy log)
  If it doesn't work, please do next steps:
  1) To switch off bluetooth
2) To log out from the eld4tr. application
3) To switch off the tablet
4) To disconnect the cable from the connectors (Below torpedo)
5)To do all the steps in reverse order, to connect cables -> turn on your tablet -> start the eld4trucking app. -> to enter MAC address
(It's on the back of the ELD box)




Sometimes drivers change trucks or eld devices
Possible solutions:

Check the last 4 digits on the error window that are matching to the MAC assigned to eld device that is already assigned to the truck. If not that is the case they changed eld device or truck
In such cases we need to unassign old device to do so please follow these steps:
We need to go to Portal - > Menu -> Manage -> Vehicles - select vehicle you need -> unassign



 

                                    Problem 2


         Driver cannot sign in ELD4trucking APP

 
      

   Important

 1. Check what type of the tablet&phone driver has 
 02. Check the internet connection.Not OFFLINE 
 3. Driver has internet but showing OFFLINE IN APP

 4. 1. Check if it has a good internet connection.
2. Ask to restart TEL& Tab with bluetooth OFF.
3.Delete APP and install back.

 

   Possible solution:

 Create a new Username and Password (put the name)Manage->Drivers-> create new Username& Password ->Save


 


       


   General types of ELD cables

9 pins – type 2 green

 

ELD Cable 16 pins – Light/Medium Duty

 

   6 pins




Problem 3

Odometer failing to read data

Solving:

1) Enter the Menu at the left of the page
Choose:
Manage -> ELDs

The most problems occur because the application requires an Firmware update



2) The cable needs to be checked/swapped

     Each cable must be suitable for its category of trucks
    You also need to check the compatibility of the cable and the truck category

What is the problem if Engine power-up/shut-down events are missing?
Solutions:
1. it's not compatible with the truck
2. Contact issue, pins -> data
3. wrong cable



 

 1) Note down the current firmware version
 2) Select for the driver next firmware version( usually we update  to the next firmware)
 3) Go to Portal -> Menu -> Manage -> Elds -> select the desired  version and press Save
 4) Ask driver to log out then login back then an firmware update  available window will pop up. Ask the driver to press "Update  Now"  (the update process requires  good internet and it will take from  5-10 mins please tell the driver about this )


                 If download failed in eld4trucking application

 1)Ask the driver to log out from eld4trucking application 
 2)Ask the driver to install the ELDMAN application
 https://apps.apple.com/th/app/eldman/id1498698491
 https://play.google.com/store/apps/details?
 https://apps.apple.com/th/app/eldman/id1498698491
 https://play.google.com/store/apps/details?
id=com.pt.devicemanager&hl=en_US
 3) At the bottom, find Firmware Update 
 4) Ask the driver to click on Firmware Update, to start the 
update process 
 5) Go to the portal to confirm that the update has been done 
 6) If the update shows in the portal, Close
 https://apps.apple.com/th/app/eldman/id1498698491
 https://play.google.com/store/apps/details?
 https://apps.apple.com/th/app/eldman/id1498698491
 https://play.google.com/store/apps/details?
id=com.pt.devicemanager&hl=en_US
 3) At the bottom, find Firmware Update 
 4) Ask the driver to click on Firmware Update, to start the 
update process 
 5) Go to the portal to confirm that the update has been done 
 6) If the update shows in the portal, Close ELDMAN and 
 login in eld4trucking application. 
 login in eld4trucking application. 
7) After the driver confirms that update is successfull please check in the portal to show the desired version
8) Ask the driver to shut down and power up the engine for 2 tim
9) Go to logs for today and check for odometer, engine hours and location to be populated correctly



 



                                           Adding a driver 
             Choose Manage -> Drivers -> Add driver
             For editions choose a driver

                                Adding an administartor
            Manage -> Portal drivers -> Add user
              For editions click on the entire block
 

                     

    How to send logs


  To send logs you need to go to the menu -> Logs ->Choose Start Date &      End date -> Then choose a driver. Eventually choose send output to email or  to WebService. || Download date file




                                     

                   How to remove a violation

 1). Driver must LOG OUT
 2). You must see in Portal Driver Logged OUT
 3). Driver to REMOVE-UNINSTALL APP
 4). From Magic -> Remove Violation
 5). You log in with driver user and pass on other phone,on your phone
 6). You Log out
 7). Delete your log in - log out 
 8). DRIVER TO INSTALL BACK APP
 9). Final step driver must log in




  Unidentified

       events

                            ?  

  Where to find unidentified events
 Where the driver can find unidentified events to ACCEPT IT
 How the driver will ACCEPT Unidentified events
 Next the driver will Sync the information

   

Solution
Menu -> logs -> top right corner (white icon) -> unidentified events
Press each arrows -> Appears pop up Window -> ACCEPT or REJECT. Tell the driver to ACCEPT
mobile app -> menu -> account -> sync
 

 




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1. What should you do if the odometer indicator does not work?
Restarting the tablet Restarting the application Restarting firmware version
2. Where is it located Mac address?
It's on the back of the box. It's on the front of the box. At the support service.
3. What are the first steps to take if the application does not connecting?
1) Check if Bluetooth is ON 2) Make sure no other eld applications are installed on the driver phone 3) Turn OFF bluetooth and restart phone/tablet 4) Re-connect ELD cables 5) To check MAC address 6) All the steps described above
4. How is it possible to assign or unassign a truck?
In the driver's menu In the vehicle's menu In the manage tab, vehicle's menu
5. How to remove a violation?
To fix logs To log out from the application and back on From magic, remove violation
6. How to sign in to ELD application having the issue, "Login Failed" ?
Supply a new Firmware update Reset the tablet or the phone with bluetooth OFF Create a new Username and Password Re-enter MAC adresse
7. If there is a question you don't know or not sure how to answer?
Repeat same twice I don't know I need to double check this and I will call you back To end the call
8. Ending the call, your actions?
To end the call Is there anything else I can help you with? Good buy Is there anything else I can help you with? (If answer no: Have a great time and drive safely!
9. What ELDMAN application is?
I don't know A firmware update EldMan is a utility tool for ELD device which manually updating, comparing and verifying the data
10. What Unidentified events are?
Removed logs Events which were not synchronized with driver's daily shift Unidentified logs Events which must be identified
11. Where do a driver can find unidentified events to accept it?
Menu -> logs -> Unidentified events(top right corner) Menu -> Vehicle -> Unidentified events(top right corner) Menu -> DVIR -> Unidentified events(top right corner) Menu -> Rules -> Unidentified events(top right corner)
12. What is the problem if Engine power-up/Shut-down events are missing?
A wrong cable it's not compatible with the truck A contact issue, pins -> data Firmware update isn't installed Each of the above issues