Troubleshoot ELD diagnostic events and malfunctions

This article describes the various diagnostic events and malfunctions that can be raised in the LogBook mobile app and the corresponding actions that you must take as a driver.

Diagnostic events:

Malfunctions:

View details about diagnostic events or malfunctions

If there are issues with the ELD unit in your vehicle, or with your LogBook mobile app, a diagnostic event is displayed as a banner in the app:

img-en-us-lb_diagnostic_banner.png

If the problem persists, a malfunction alert banner is shown:

img-en-us-lb_malfunction_banner.png

To view more details about a diagnostic event or malfunction, tap the diagnostic (D) or malfunction (M) icon in the upper right corner. The Active Malfunctions and Diagnostics screen is displayed. It lists all active malfunctions and diagnostic events:

img-en-us-lb_active_diagnostics_malfunctions.png

If you have any malfunctions, you must correct them within 8 days. See below for required actions.

Identify diagnostic event types

The following section shows the various types of diagnostic events that you might encounter.

Power diagnostic event

Description

Vehicle use was detected while the ELD was not powered on. Ensure that the VTU (vehicle tracking unit) is firmly connected and there are no loose wires to avoid going into malfunction.

If this issue leads to the aggregated driving time being reduced by 30 minutes over a 24-hour period across all drivers using this vehicle, including unidentified drivers, a power compliance malfunction is raised.

Possible causes

  • The VTU has lost power during operation.
  • The VTU has become unplugged or has a loose wire.
  • The VTU did not start up within 6 minutes of the engine being turned on.

Actions to prevent a malfunction

Engine sync diagnostic event

Description

Your mobile device lost connection to vehicle data. Ensure that Bluetooth is always enabled on your mobile device and that you shut down the vehicle or disconnect from it under “Setup” before taking the tablet out of range.

While this diagnostic event is raised, the data on engine power status, vehicle motion status, miles driven, and engine hours can no longer be accessed. If the connection is lost for 30 minutes or more during a 24-hour period, an engine sync compliance malfunction is raised.

Possible causes

  • The VTU was not installed correctly.
  • The VTU is out of range of the mobile device; for example, because the driver walked away from the vehicle with the mobile device while the vehicle’s ignition is on.
  • The VTU is faulty.
  • The mobile device has Bluetooth turned off.
  • You did not log out or disconnect from the vehicle properly.
  • An intermittent or loose connection to the vehicle’s ECM.
  • The ELD is unable to pick up the required engine data from the vehicle’s ECM.

Actions to prevent a malfunction

  • Log out of LogBook properly at the end of your shift.
  • Ensure that Bluetooth is turned on.
  • Ensure that you turn the vehicle’s ignition off and disconnect from the vehicle under “Setup” in LogBook before you take the mobile device out of range of the vehicle’s VTU.
  • Contact your carrier if the problem persists.

Unidentified driving records diagnostic event

Description

More than 30 minutes of unidentified driving was detected within a 24-hour period. To clear the unidentified driving events, review and claim any driving that belongs to you.

Possible causes

  • You did not log in prior to driving the vehicle.
  • You did not establish a connection to the selected vehicle prior to driving the vehicle.

Required actions

Required actions for all malfunctions

Note: Malfunctions must be corrected within 8 days.

These are the actions that you must take immediately, independent of the type of malfunction that you received:

  1. Note the type of malfunction and provide written notice of the malfunction to your motor carrier within 24 hours.
  2. Ensure that you have an accurate record of duty status (RODS) for the current 24-hour period and the previous 7 consecutive days. This can be either in the form of records from the ELD or RODS on compliant graph-grid paper. If necessary, manually reconstruct the RODS for any missing period.
  3. Continue to manually prepare compliant RODS on graph-grid paper until the ELD is serviced and back in compliance.

For further information, see this FMCSA FAQ article.

Identify malfunction types and required additional actions

The following table shows the various types of malfunctions that you might encounter, with corresponding actions that are specific to the malfunction, and in addition to the required actions described above.

Power compliance malfunction

Description

More than 30 cumulative minutes of vehicle use were detected in the last 24 hours while the ELD was not powered on.

Possible causes

  • The VTU has lost power during operation.
  • The VTU has become unplugged.
  • The VTU did not start up within 30 minutes of the engine being turned on.

Required actions

  1. Confirm that the VTU has not been unplugged or tampered with.
  2. If the vehicle has a low battery voltage (below 12 volts), the unit might not report correctly due to the low voltage. We recommend that you run the vehicle for a while to recharge the vehicle's battery. This could be a sign of a vehicle battery deteriorating and not keeping a charge. Report any voltage issue to your carrier.
  3. As a driver, you must maintain paper logs until the issue has been resolved and you have completed your current shift or changed vehicles.
  4. If the problem persists, contact Verizon Connect support.

Timing compliance malfunction

Description

Your mobile device time is 10 minutes out.

Required actions

  1. Ensure that your mobile device is set to the same time zone used at your home terminal.
  2. As a driver, confirm that your mobile device is using the automatic update option for time.
    • On Android devices go to Settings > Date and Time and enable Automatic date and time.
    • On iOS devices go to Settings > General > Date & Time and enable Set automatically.
  3. As a driver, you must maintain paper logs until the issue has been resolved and you have completed your current shift or changed vehicles.
  4. If the problem persists, contact Verizon Connect support.

Engine sync compliance malfunction

Description

Your mobile device lost its connection to vehicle data for 30 cumulative minutes in the last 24 hours. During this time, the data on engine power status, vehicle motion status, miles driven, and engine hours could not be accessed.

Required actions

  1. Confirm that Bluetooth is always enabled on your mobile device.
  2. Ensure that you are close to your vehicle with your mobile device and do not walk out of range of the VTU while the ignition of the vehicle is on.
  3. Shut down the vehicle or disconnect from it under “Setup” in the LogBook navigation bar before taking the mobile device out of range.
  4. As a driver, you must maintain paper logs until the issue has been resolved and you have completed your current shift or changed vehicles.
  5. If the problem persists, contact Verizon Connect support.

Positioning compliance malfunction

Description

Unable to retrieve valid GPS for 5 miles for 60 cumulative minutes over 24-hour period

Required actions

  1. Confirm that your vehicle is not inside or under any cover.
  2. Check your GPS aerial (if applicable)
  3. As a driver, you must maintain paper logs until the issue has been resolved and you have completed your current shift or changed vehicles.
  4. If the problem persists, contact Verizon Connect support.

Data recording compliance malfunction

Description

Your mobile device does not have adequate storage space. The mobile device can no longer record new events and you might lose events that have not been uploaded yet.

Required actions

  1. Remove any unnecessary files and applications to free up storage space on your mobile device to ensure that your mobile device has enough free storage space.
  2. As a driver, you must maintain paper logs until the issue has been resolved and you have completed your current shift or changed vehicles.
  3. If the problem persists, contact Verizon Connect support.

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