How to troubleshoot ELD connection issues?

If the mobile app cannot connect to the ELD device, follow these troubleshooting steps in order until the issue is resolved.

📌 IMPORTANT

• Android 10 or Lower & Xiaomi Users: If the driver is using Android 10 or lower or a Xiaomi device, ask them to:
  1. Go to the Bluetooth settings on their phone.
  2. Wait until PT_30… appears in the "Available Devices" list.
  3. Then retry connecting to the ELD.

🛠 Step-by-Step Troubleshooting

1️⃣ Verify MAC Address & Restart Bluetooth & Location

• Ask the driver to double-check the MAC address entered in the app.
• If correct, disable and enable Bluetooth & Location on their device.
• Alternative: Scan the QR code on the ELD device for easier connection.

2️⃣ Check ELD Power Lights & Vehicle Ignition

• Ask the driver to turn on the vehicle ignition.
• Check ELD Power Lights:
  • PT30: Lights are on the side of the device.
  • IOSIX: Lights are on the round, outward-facing part.
• If lights are OFF:
  • Ask the driver to disconnect and reconnect the ELD.
  • If still OFF, the issue may be with the ELD device or vehicle’s connection module.

3️⃣ Confirm ELD is Discoverable via Bluetooth

• The ELD must be visible in the phone’s Bluetooth settings (though it only connects through the app).
• Ask the driver to:
  1. Go to phone Bluetooth settings.
  2. Search for nearby devices.
  3. If the ELD is not listed, disconnect & reconnect it. If still missing, contact the manufacturer.

4️⃣ Disable Bluetooth on All Nearby Devices

• Ask the driver to:
  1. Turn off Bluetooth on all other mobile devices in the truck.
  2. Close all apps on their phone.
  3. Enable Bluetooth again and retry connecting.

5️⃣ Try Connecting via the Old ELD App

• Ask the driver to attempt connecting through their old ELD app (RTL or other).
• If the old app also fails, the ELD is likely faulty → Contact the manufacturer.

6️⃣ Reset Bluetooth Settings or Clear Bluetooth Cache

• Depending on the device type, guide the driver to:
  • Reset Bluetooth settings OR
  • Clear Bluetooth cache in phone settings.

7️⃣ Ensure the Device OS is Up-to-Date

• Some Bluetooth errors may be caused by bugs in the operating system.
• Ask the driver to update their phone to the latest OS version.

8️⃣ Ensure No Other Bluetooth Connections Are Active

• The mobile device should not be connected to any other Bluetooth devices while pairing with the ELD.

9️⃣ Check Phone Battery Level

• If the device battery is low, power-saving mode may disable Bluetooth.
• Ensure the phone is sufficiently charged before retrying.

📢 If All Else Fails

• If the driver CAN connect via the old app but CANNOT connect to our app, report the issue to the team using this document.

Important Reminder!

• The driver cannot connect unless the vehicle (Unit#) is selected.
• Go to "Choose Vehicle" from the menu and select a vehicle.