Description of the issue: Car sharing client "Ride Share" (also known as "Spark car sharing") complains that the object is not visible on the TrustTrack platform.
Possible causes of the issue:
The object is not created on the customer's account;
The device never sent data since object creation;
The object is not visible for the particular webuser.
Troubleshooting steps:
1. Open the "Objects" module in LCM and search for the device using number plate:
Note: in some cases, objects may have non-latin letters (i.e. in Bulgaria) or spaces (i.e. in Romania). Typical plate number format for clients is:
Ride Share (Bulgaria): CB0000AA (recommendation: search using only digits, i.e.: 0000 and add additional search condition - Company "Ride Share")
Ride Share (Romania): B000AAA or B 000 AAA (recommendation: search using spaces)
Ride Share (Lithuania): EV0000, EA0000, EB0000, etc. (as of April 2022, no naming irregularities are observed)
2. If you cannot find the vehicle using plate number, in this case, ask the client for VIN number and perform search using VIN number. Some devices do not have plate numbers assigned yet:
Note: in case the device cannot be found using neither plate number nor VIN, ask for IMEI. It is possible that UVS/Logistics team have not created the object on the system yet.
3. Open any of the Client's webuser with Administrator rights:
4. Search for the object in TT2 using its name in the system (plate number or it's actual current name):
Note: Check if there aren't any spaces in the front or the back of the object name (search sometimes fails if there are additional unnecessary symbols)
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Common scenarios:
In case the object is not available, most likely it is powered off and has never been sending data to our server. Try sending SMS commands to the device:
cspsm coords
cspsm getapn
cspsm gsminfo
In case the device does not respond, try to send one SMS command without SMS password (with space in front):
imei
In case the device does not respond at all, ask the client to check the device connection to the power supply.
In case device responds to SMS commands, check APN and server settings. If the device is installed in a vehicle, has power supply on and its respective object is registered on LCM does not mean it will be displayed in TT2 instantly. The object will appear on TT2 only when the device sends its first data packet to the server. This happens in one of 2 events:
Device generated and sent data to server after it created a record according to the settings set in the device configuration;
"econnect" SMS (or GPRS) command is sent to the device:
cspsm econnect ruptela.ts.m2m,,,iot-1-carsharing.ruptela.com,9015,TCP
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In case the device is available in the Administrator webuser, very likely that it was not added to the Vehicle group that is assigned to the respective webuser which client is using:
Requester | Webuser login commonly used
(as of April 2022) | Vehicle group | Actions needed |
Ride Share Bulgaria | Detho2020 | Ride share bulgaria | Add vehicle to the group |
Ride Share Romania | romania1 | romania | Add vehicle to the group |
Ride Share Lithuania | RideShare1 | Vehicles not included in groups | By default, no action is needed; ask which webuser the customer is using for clarification |
Add the objects to the group:
1. Open the needed group, then click on "three dots" and select "Edit group":
2. Find the needed vehicle, put a tick on it, and save:
Note: to prevent the customer (Fleet manager of that country, who should be able to see all objects of their branch, in particular) from contacting us again regarding the same issue, you can add all vehicles that have the plate numbers with relevant country format (CB0000AA in Bulgaria, B000AAA/B 000 AA in Romania). Most likely the installation was made but nobody added those object to the respective groups.