> For the complete documentation index, see [llms.txt](https://knowledge.out-smart.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://knowledge.out-smart.com/integrations/integrations/trackjack/troubleshoot-trackjack.md).

# Troubleshoot TrackJack

Use the log in the **TrackJack** settings to review sync results and errors.

Each log entry shows what happened during the last synchronisation.

{% stepper %}
{% step %}

### Open the TrackJack settings

Go to **Settings → General → Software integrations**.

Open **TrackJack**.
{% endstep %}

{% step %}

### Open the log

Open the **Log** tab or the log section.

Then review the latest entries.
{% endstep %}

{% step %}

### Identify the message

Open the latest warning or error.

Read the full message before you change anything.
{% endstep %}

{% step %}

### Fix the cause

Update the settings, mapping, or source data.

Then save the change.
{% endstep %}

{% step %}

### Run a manual sync

Click **Sync**.

Then check whether the next log entry succeeds.
{% endstep %}
{% endstepper %}

### Quick checks first

Check these points before you go deeper:

* the TrackJack username and password are correct
* the TrackJack account is accessible
* vehicles exist in TrackJack
* drivers are linked to employees
* **Routes and hours** is enabled when needed
* vehicles were imported before routes

### Common messages and fixes

<details>

<summary>The connection could not be established</summary>

The login details are wrong or the TrackJack account is unavailable.

Check the username and password.

Save the settings.

Then run a manual sync.

</details>

<details>

<summary>No locations for import</summary>

No new GPS coordinates were available during that sync.

This is informational.

No action is needed unless you expected active vehicles.

If needed, check whether the TrackJack devices are sending location data.

</details>

<details>

<summary>No vehicles for import</summary>

TrackJack returned no vehicles during the sync.

Check whether vehicles are registered and active in TrackJack.

Also check whether the TrackJack account has linked devices.

</details>

<details>

<summary>Routes are not being imported</summary>

Check these points:

* **Routes and hours** is enabled
* vehicles were imported first
* the driver is linked to an employee
* the route contains business kilometres

</details>

<details>

<summary>A route is not linked to an employee</summary>

The TrackJack driver is not mapped to an OutSmart employee.

Open **Link drivers**.

Then add or correct the mapping.

</details>

<details>

<summary>Connection timeout</summary>

The TrackJack service did not respond in time.

Wait a moment.

Then run the sync again.

</details>

### Frequently asked questions

<details>

<summary>Where do I find the TrackJack log?</summary>

Open **Settings → General → Software integrations**.

Open **TrackJack**.

Then open the **Log** tab or log section.

</details>

<details>

<summary>Why are private routes imported?</summary>

This is expected behavior.

Private routes import as private travel registrations.

</details>

<details>

<summary>Routes are imported but linked to the wrong employee. What should I do?</summary>

Check the driver mapping.

Each TrackJack driver must be linked to the correct OutSmart employee.

</details>

### Related topics

* [**TrackJack**](/integrations/integrations/trackjack.md)
* [**Set up TrackJack**](/integrations/integrations/trackjack/set-up-trackjack.md)
* [**Import routes and hours from TrackJack**](/integrations/integrations/trackjack/import-routes-and-hours-from-trackjack.md)


---

# Agent Instructions
This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. Learn more at gitbook.com.

## Querying This Documentation
If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question.

Perform an HTTP GET request on the current page URL with the `ask` query parameter, and the optional `goal` query parameter:

```
GET https://knowledge.out-smart.com/integrations/integrations/trackjack/troubleshoot-trackjack.md?ask=<question>&goal=<endgoal>
```

`ask` is the immediate question: it should be specific, self-contained, and written in natural language.
`goal` is optional and describes the broader end goal you are ultimately trying to accomplish on behalf of the user. GitBook uses it to tailor the answer towards what is most useful for that goal.

The response will contain a direct answer to the question and relevant excerpts and sources from the documentation.

Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.