This article explains how to deal with ongoing HU-GO related issues.
After reading it you will have understanding on how to solve HU-GO related tickets.
Sometimes clients are not billed for HU-GO
These cases should be treated with urgency, because time tickets can be bought in is very limited.
If client received fine a long time ago - you should check device configuration and make sure that it is working properly. There is no point writing to Cargo Track - they will not be able to buy tickets for route, that was driven earlier than 5 hours ago.
We can be contacted by client or by our partner Cargotrack.
In case we are contacted by either side - first of all we need to contact the client and suggest them to stop vehicle until we can understand the problem.
Please ask the client to check if there are sufficient funds in their HU-GO account.
Client should not drive, until issue is investigated - they may receive a fine.
From Cargotrack, usually we receive such notifications:
Take note, that Cargo Track are not getting paid by us, for fixing these issues, so try to be as polite and competent with them as you possibly can.
Reply them as quickly as possible to avoid potential fine for the client.
Client will either call us or write an e-mail after noticing that funds are not being withdrawn, vehicle is not visible on the map or they were stopped by transport police.
First of all we should check if vehicle is activated and configured properly.
Check activation:
Use this Jenkins job:
https://carsharing-support-jenkins.ruptela.lt/view/eTOLL/job/HU_GO_check_object_status/build?delay=0sec
In console output you should see, that it is enabled:
If roadTax status is WAITING_FOR_3RD_PARTY_INTEGRATION - this means that object is not configured on client's side. - client should be informed about this.
In such case, most likely that this is client's fault - so there is nothing much we can do.
Check configuration part:
Navigate to LCM>objects>your object> view/edit
Make sure that current profile is ticked in I/O selection list:
Login to webuser and observe in history by coordinates if object has switched to second profile when it came to Hungary.
As shown in example - it did (there is a jump to first profile, because device was reset for unrelated reason at that time).
If device drove in Hungary in 2nd profile and data sending was frequent, like in screenshot provided - we should clarify the issue with Cargo Track.
If client has detected the issue, write them the following E-mail [email protected] (you can use built-in side e-mail system in zenDesk):
If issue was detected by them - reply to their e-mail.
After they reply - please act according to their recommendations.
If device was activated, but not properly configured (did not switch to 2nd profile) we can write Cargo Track and ask them to manually buy tickets.
you should provide coordinates of the vehicle, when it started moving, when it stopped something like this:
Start (border):
10/03/2024 23:29:15 48.05857, 18.96355
Stop:
11/03/2024 00:03:06 47.918535, 19.1178766
Start:
11/03/2024 00:09:36 47.9185783, 19.117915
Stop:
11/03/2024 00:45:59 47.6546166, 19.15901
At this moment vehicle is standing still at last coordinates.
Additionally, provide a screenshot of the route and landmarks, that were along the route and don't forget to fix configuration of device.
If you encounter any issues along the way - please contact Global support - create ticket to us - if we do not reply quickly - please write us in Teams, because this matter is time sensitive.