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Troubleshooting

A client can’t find the host or can’t pair​

  1. Make sure the host (iPad, Mac, or Android tablet) has started the service with Start Service in Host Console and generated a pairing PIN. Phones can’t act as the host.
  2. Make sure the host and the client are on the same local network. Some networks (such as guest Wi‑Fi that isolates devices) block devices on the same network from connecting to each other. Use a regular office network instead.
  3. When pairing, first compare the security codes shown on both devices, and if they match, enter the 6-digit PIN shown on the host. If the security codes don’t match, don’t continue pairing.
  4. The PIN is valid for 5 minutes, and entering it incorrectly several times in a row locks pairing temporarily. Wait a moment, or generate a new PIN in Host Console on the host and try again.

Pairing worked, but you can’t see data or make changes​

  • Newly paired or re-paired devices are set to Viewer by default. Ask an admin to change the role in Paired Devices on the host.
  • A Driver device receives only the trips of the driver the host has assigned to that device. If no driver is assigned, no trips appear.
  • A Viewer can’t see drivers’ phone numbers or license numbers.

For details, see Multi-user sync.

My devices aren’t syncing with each other (iCloud)​

  1. Make sure every device is updated to 8.0. iCloud sync in 8.0 doesn’t connect with 7.0, so devices still on 7.0 don’t sync with devices on 8.0.
  2. Make sure every device is signed in to the same Apple Account with iCloud turned on.
  3. Make sure iCloud Sync is turned on in the app’s Settings, and on each device, go to Settings > [your name] > iCloud and make sure iCloud isn’t turned off for FleetDispatch.
  4. Stay connected to the internet and keep the app open for a while so the data can finish syncing.

Android doesn’t use iCloud. To move data between Android and Apple devices, see iCloud sync, backup, and restore.

Apple Watch data isn’t up to date​

Data on Apple Watch comes from your paired iPhone, and the watch shows the Last synced time. Open FleetDispatch on your iPhone, keep your iPhone near your watch, and then open FleetDispatch on your watch. When iPhone isn’t nearby, Apple Watch shows the most recently synced data.

Widgets don’t show the latest data​

Widgets show data from the last time the app updated. Open FleetDispatch, and the widgets update too.

Can’t submit a return​

End Odometer and at least one destination are required, and you can tap Complete Return once they’re filled in. If the end odometer is less than the start odometer, or the trip is longer than 1,000 km, a note appears next to the field, and you’re asked to confirm once more before the return is submitted. Check the reading you entered, and if it’s correct, choose Save Anyway.

Can’t export reports, import data, or create backups​

  • The Driver and Viewer roles can’t export.
  • Only admins can import data, create backups, and clear OBD trouble codes.

Have an admin do it, or ask an admin to change your role.

The route wasn’t recorded​

  • Location is recorded only if you turn on Record this trip’s route when you dispatch, and recording stops automatically when you return. Mac doesn’t record routes.
  • Make sure FleetDispatch is allowed to use your location in your device’s Settings. On iPhone and iPad, we recommend choosing Always Allow, so recording can resume automatically even if the system closes the app.
  • Android: While recording, the notification bar shows Recording Route. If you swipe FleetDispatch away on the Recents screen, recording stops, and it resumes the next time you open the app.

Not getting reminder notifications​

  1. In Notifications & Sounds under Settings, make sure Receive FleetDispatch Notifications and the notification type are both turned on.
  2. Make sure your device’s system settings allow FleetDispatch to send notifications (required on Android 13 and later).
  3. Which items send reminders, and how many days in advance, is set by an admin in Reminder Settings.

Sample Mode doesn’t send notifications.

Maps don’t appear​

Maps in 8.0 are OpenStreetMap maps from OpenFreeMap, and loading them needs an internet connection. If a map can’t load, the screen shows Couldn’t load map tiles, and you can still see the route and markers. Check your internet connection, then tap Retry. If your company or school network blocks tiles.openfreemap.org, maps can’t load either; contact your network administrator. Navigation isn’t affected and still hands off to a maps app.

The Help Center shows old content​

The in-app Help Center shows the articles from this website. When it can’t reach the docs center, it uses previously saved content or the app’s built-in offline copy, and it shows Can’t reach the documentation right now along with the date of the content. Reconnect to the internet and reopen the Help Center to update it. While you’re offline, search covers only the built-in help articles.

A CSV shows garbled text in Excel​

CSV files exported by FleetDispatch use UTF-8 with a BOM, so Excel opens Chinese text correctly. If you resaved the file with another tool, or opened it by importing it as a text file, set the encoding to UTF-8.

Still need help?​

See Contact and support, and include the app version, your device model, and the OS version.

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