This article explains how to investigate tachograph downloads on basic level.
After reading this you will understand how to proceed if you encounter download failure, get some troubleshooting instructions and have understanding on what to do if all troubleshooting attempts have failed.
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​This article does not go into connection issues - please use it only if you know that connection and configuration of device is good. You can clarify this by sending "tachostatus" SMS to device.

​If answer is other than "1:ready for remote download"/"TACHO status 1" this article does not apply.

Please use following article to investigate, if it does not fix your problem - please update firmware and configuration, then register ticket to Global Support.
Article that might help you:
​https://my.ruptela.com/hc/en-us/articles/4402688944785-Tacho-status-0-No-tacho-support
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All issues with downloads can be divided in 4 categories:
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Validation error
Stuck state (for example "pending")
Authorization errors
Other errors.
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Below is described how to proceed with all of them.
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​Validation error

This can be divided in two sub categories:
When file is red
When file is not available for download.
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Red file is being received when validation on TrustTrack side fails.
Please try to download it one more time, make sure that ignition is not being turned off during process.
If issue persists - please contact Global support - we will check if file is actually usable.
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When file is not available for download - please contact Global Support - we will extract file from backend, check it's contents and explain next steps individually.
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​Stuck state
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This indicates, that most likely, some conditions for download are not met.
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Check if vehicle has ignition (DIN4 or DIN1 if it's HCV5 lite).
Make sure that answer to "tachostatus" SMS is 1: ready for remote download.
Check if company card is inserted, tachoAPP latest, card assignation to vehicle is correct.
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Vehicles that are using eToll and are in Poland with 3rd profile may not download files, when they are stationary - this happens because of ignition settings (it's set to be off, when vehicle is stationary in order to preserve data).
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Update firmware and configuration of device - there is a solid chance this might help. FW update hard resets device, new firmware can contain fixes for common problems.
​Configuration version should match new firmware - there could be some changes, that could break some functionalities or brick device if this step is skipped, so do not forget this.
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If everything above is checked, but device still does not proceed with download - wait for a few hours - Most likely, it will download, or generate some kind of error - then you should act according to that error as described below or above.
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If download does not initiate after reasonable amount of time - please contact Global Support.
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​Authorization errors
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This type of error may happen, when:
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Company card is not valid - you can ask client to check expiration date on card itself.
If card expired - you have to replace it.
Company card not locked in with tachograph - this information is contained in tachograph file - Global Support can help you to find out what cards are attached, but file is needed for this.
Client can also provide this information.
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If both criteria are matched, but you still cannot download DDD - this should be treated as "other error" - you should proceed as described below.
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​Other errors
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Those cases should be looked at individually, so provide as much information as you can.
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​Update both firmware and configuration to latest version - this by itself might fix the issue, because firmware is constantly being developed, fixes and new functionalities are being added.

Check tachoStatus ("tachostatus" SMS).

If answer is positive - proceed to collect logs

Make sure there are no ongoing downloads - if there are - delete them all

Send "getlog 92.62.134.14,10103,1,59" to device
Start new download
After error appears - you can find log file by IMEI here: http://support-objects-logs.sharedinfra.az2.ruptela.lt/

Download it.
Register a ticket and attach log file for Global Support.
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If you encounter something, that was not described here - please consult with Global Support.
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