Troubleshoot TrackJack

Use the log and fix common TrackJack connection and import issues.

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

Each log entry shows what happened during the last synchronisation.

1

Open the TrackJack settings

Go to Settings → General → Software integrations.

Open TrackJack.

2

Open the log

Open the Log tab or the log section.

Then review the latest entries.

3

Identify the message

Open the latest warning or error.

Read the full message before you change anything.

4

Fix the cause

Update the settings, mapping, or source data.

Then save the change.

5

Run a manual sync

Click Sync.

Then check whether the next log entry succeeds.

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

The connection could not be established

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

Check the username and password.

Save the settings.

Then run a manual sync.

No locations for import

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.

No vehicles for import

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.

Routes are not being imported

Check these points:

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

A route is not linked to an employee

The TrackJack driver is not mapped to an OutSmart employee.

Open Link drivers.

Then add or correct the mapping.

Connection timeout

The TrackJack service did not respond in time.

Wait a moment.

Then run the sync again.

Frequently asked questions

Where do I find the TrackJack log?

Open Settings → General → Software integrations.

Open TrackJack.

Then open the Log tab or log section.

Why are private routes imported?

This is expected behavior.

Private routes import as private travel registrations.

Routes are imported but linked to the wrong employee. What should I do?

Check the driver mapping.

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

Related topics

• TrackJack
• Set up TrackJack
• Import routes and hours from TrackJack