Q: Why can’t I see my drivers’ statuses on the Live Map?
A: Make sure you have selected the checkbox next to Show Tachograph Information in the Map Options section.
Q: Why are my vehicles or drivers not appearing in my Driver Status tab on the Live Map?
A: Check that you have entered the Digital Tachograph Driver Card Number for each driver (see Setting up Tachograph drivers) and selected Vehicle has a digital tachograph installed for each vehicle (see Setting up Tachograph vehicles).
Q: I’ve clicked Download New Tacho File for my driver or vehicle, but no file has downloaded?
A: A file can take 15 – 30 minutes to download. Check back later. Also, the vehicle’s ignition must be switched on and the driver’s card inserted into the tachograph device installed in the vehicle.
Q: I’ve clicked Download New Tacho File for my driver, waited for 15-30 minutes and no file has appeared?
A: Check if the vehicle's ignition is switched on and the driver’s card is inserted into the tachograph device installed in the vehicle. If you are still experiencing problems, contact Verizon Connect support.
Q: I’ve clicked Download New Tacho File for my vehicle, waited 15-30 minutes and no file has appeared?
A: Check if the vehicle's ignition is switched on. If you are still experiencing problems, contact Verizon Connect support.
Q: Why can’t I see a driver’s name in my Drivers Files tab?
A: Check if your driver’s Digital Tachograph Driver Card Number is entered in their driver profile within Reveal.
Q: Can I set my own schedule for the downloads?
A: No. We automatically download driver files every 7 days and vehicle files every 30 days. You can download driver and vehicle files manually at any time.
FAQ – Driver Planner
Q: Why can I not see a start time for some of my drivers?
A: The drivers have probably not started their shift yet.
Q: Does the page automatically refresh?
A: No. You need to click the refresh icon in the upper part of the page.
Q: Why can I not see some drivers?
A: Check that the driver has been created within the Admin section and their Digital Tachograph Driver Card Number has been added. See Setting up Tachograph drivers.
Q: Can I view the Driver Planner page in the Reveal Manager app?
A: No. The page is not integrated with the Reveal Manager app.
Q: Why is my Next Break Due column blank for some of my drivers?
A: It is blank if the drivers are not currently in the Driving state.
Q: What happens if a driver makes a manual change in the Digital Tachograph Reader?
A: These changes do not update in Reveal.
Q: Does Reveal consider driving time that agency drivers have worked in other Reveal accounts; for example, for another company?
A: No. Reveal considers drivers as new drivers when they switch from one account to another, and it does not consider the driving time from another account.
Q: What happens if drivers do not update their status for more than 9 hours?
A: Reveal assumes that drivers are in Rest status when there is no status change for more than 9 hours; for example, if a driver stays in Work status for more than 9 hours, this time is considered as Rest.
Note: Make sure that the time zone is correct within your User Profile because this affects the start time of your drivers. All tachographs are assumed to use UTC. If a tachograph device does not use UTC, you need to raise a support ticket. See below for contact details.
If you need any more technical assistance, contact our Customer Care & Support Team
UK: 0800 121 8915 or via email at firstname.lastname@example.org
Ireland: 1800 822 967 or via email at email@example.com