Motive Troubleshooting Guide

This guide is designed to assist in troubleshooting common issues faced by drivers and dispatchers using the Motive and Loadmaster systems. The focus is on resolving problems related to load assignments not appearing in the Motive app.

Common Issues and Solutions

1. Load Not Appearing in Motive

Possible Causes and Solutions:

• Driver's Queue Full: Ensure the driver's message queue is not full. Clear it if necessary to receive new messages.
• Dispatcher Error: Verify the dispatcher is sending the load correctly to the driver’s ID.
• Mismatched IDs: Check for discrepancies between the driver’s ID in Loadmaster and Motive.
• System Sync Issues: Confirm Loadmaster and Motive are synchronized.
• Driver App Version: Ensure the Motive app is up to date.
• Network Failures: Resolve any network failure messages in Loadmaster before resending the load.

2. Dispatcher Sending Load Incorrectly

Symptoms: Loads are not being transmitted from Loadmaster to Motive.

• Incorrect Dispatch Process: Verify the dispatcher follows the correct load transmission process.
• Z-Mitting Errors: Ensure proper Z-mitting and resend if needed.
• Loadmaster Configuration: Confirm Loadmaster is correctly configured to communicate with Motive.

3. Driver Not Responding to Loads

Symptoms: Driver does not acknowledge or respond to load assignments.

• Driver Training: Provide necessary training for managing loads in the Motive app.
• App Functionality: Troubleshoot app functionality and reinstall or update if needed.
• Communication Issues: Check notification settings on the driver’s device.

Step-by-Step Troubleshooting Process

• Identify the problem (dispatcher, driver, or system sync issue).
• Verify driver and truck IDs match in Loadmaster and Motive.
• Clear the driver’s queue if full.
• Check load transmission in Loadmaster.
• Verify planned, active, and completed loads in the Motive app.
• Reassign the load if needed.
• Contact Motive support for unresolved issues.

Additional Tips

• Maintain clear communication between dispatchers and drivers.
• Log recurring issues to identify patterns and prevent future problems.