Troubleshoot missing resets
This article describes what to do if you are a driver and expect to receive a daily or cycle reset but find that they are missing.
Depending on your rule sets and exemptions, you need to take breaks lasting a certain amount of time between your daily shifts and between your cycles. These breaks reset your HOS (hours of service) clocks, which then permit you to drive or be on duty again for the next shift or cycle. If you exceed the permitted driving time for or drive after exceeding the permitted on-duty time, you incur a violation. For more information, see Violations and breaks.
When you have completed the necessary time in the Off Duty or Sleeper Berth status, the daily On Duty timer automatically resets when you move to the On Duty status. You can split your break into two parts that add up to at least 10 hours if you use the Split Sleeper Berth break. After you have received a reset, you have the full daily allowance of on-duty and driving time, which is determined by your rule set.
When you have completed the necessary time in the Off Duty status, all timers automatically reset when you move to the On Duty status. After you have received a reset, you have the full allowance of on-duty and driving time for a new cycle, determined by your rule set.
Make sure to go On Duty to get your daily or cycle reset.
If you want to start your shift after a break, and discover that your time has not reset, perform the following actions:
-
If you are using a different device compared to the one you used for the last shift or cycle, verify that you are connected to the internet. An internet connection is required so that the data can be synchronized between the two devices.
-
Verify that your break was long enough to reset your shift or cycle. If it was not, stay off duty for the required time defined for your rule set.
-
If you have not done so already, view your HOS timers on the Dashboard screen and verify that they are correct.
-
View your HOS logs and verify that the status changes for your last shift are correct. Follow the relevant instructions below.
If your logs are correct, and you are eligible for a reset:
-
Change your status to On Duty on the Dashboard screen. This resets your timers.
-
If your timers still do not reset, go to Logs > Driver, and check that the rule set under Active Regulation is correct. If it is not what you expected, contact your supervisor.
-
If you have followed these steps and you still haven’t received a reset, contact Logbook support by calling 844-617-1100.
If your logs are incorrect, this can be caused by the following reasons:
-
You forgot to change your status to Off Duty at the end of your last shift - In this case, you can correct your logs by adding a status or editing your logs. If you are unable to make the changes required, contact your supervisor. Your supervisor can make the same changes to your logs. You can accept these changes as part of proposed carrier edits. Make sure that the reset event is shown in your logs on the first On Duty status after the reset:
-
You remained in an incorrect status because you experienced connectivity issues with your vehicle - In this case, you can follow the steps under Troubleshoot connectivity issues.
-
You accepted unidentified miles when logging in after the off-duty time required for a cycle reset - The accepted unidentified miles won’t trigger a reset even though you were off duty long enough to qualify for a cycle reset.
If you edited your logs, are eligible for a reset, and your HOS timers do not reset, this can be caused by the following reasons:
-
The timers on the Dashboard screen might take up to 24 hours or until the next cycle reset to update.
-
The timers are not reset when you edit your logs retrospectively after you have already started your next shift and changed your HOS status. This does not cause any issues during a roadside inspection as long as your HOS logs are correct and eligible for a reset.