Main article: Tachograph troubleshooting (general)
1. Make sure that device is updated with latest Firmware version: Downloads Home (ruptela.com)
2. Check tacho status by sending SMS command tachostatus. Alternatively, you can check tacho status via admin panel.
Successful response:
Tacho status 1. Ready for remote tacho download.
It confirms that with tachograph physical connection everything is fine.
Other responses:
See: tachostatus
3. Check if IO "Custom Ignition" or IO "Ignition(DIN4)" are enabled and are working correctly and reflecting actual ignition states. At least one of these two need to reach TT2, because the Tacho module will check "Custom Ignition" and if not present "Ignition(DIN4)" before allowing a download to proceed.
The easiest way to check it is by applying two parameters to analyze by coordinates graph adding speed and DIN4 parameters:
The DIN4 / Custom Ignition value is 1 whenever the speed was recognized, based on that you know works as specified.
4. Login to TT2 webuser and check version of the Tachograph app:
Make sure that client is using latest Tacho app version. Download page: Downloads Home (ruptela.com)
5. A quite common issue related to tachograph file download is when the object is assigned to a specific company card. It can be checked via TT2 > Fleet status > select object > Vehicle details:
Down there is the company card assigned, if there is an assigned card check if it is the same as the connected one:
If it is written – Not Assigned, any active card, then this step can be skipped. But if the company card is assigned, check if it is the one via which the client is trying to download the file. If the client tries to download the files with other cards it won't work, because the tachograph is synchronized with the exact one.
6. Confirm with client if company card is not expired (it is useful to ask for expiry date to be sure):
7. In case the client is using several company cards, check whether the card used is authorized to download DDD files from this tachograph. There is also a small possibility that tachograph was replaced and not linked to client's company card.
8. If all of the above was checked and client is still receiving Authorization / Device communication error during DDD download, collect following information:
9. Tachograph serial (part) number, which can be found in "Tachograph data" DDD files downloaded before.
It is also written in the document of periodical check-up (can be provided by the client). Tachograph ticket example with SN:
10. Check device DCS commands by entering your device IMEI (open the link via Mozilla Firefox browser:
http://lb-raw-coord-1.prod.bnk.ruptela.lt:11300/webservices/devices/IMEI/services/commands
If there are a lot of commands with the state TEMP_FAILURE, delete it by using deleter. Then filter out all the attempts to download the tacho file at TT2 for the object and delete all which are still trying to download after the failure.
11. If the DIN4 is working as it should and the response to the tacho/tachostatus command is as positive, then update the device configuration. First, download the device configuration by requesting it at the device CFG update. Then update the firmware version to the latest. The downloaded configuration open with the newest device center, save via it and update the device with it.With the S/N number of the tachograph, we can see if the tachograph is capable to download files remotely via this link https://tools.ioxureader.com/dtco-check/?l=en
Once everything is checked, go to the following page for additional steps based on the error message that appears in TT2 Tacho module: Tachograph troubleshooting (general)