Mobile-Pak Troubleshooting Guide Solutions to Commonly Asked Mobile-Pak Questions What to try before contacting Support. Version 4 Soft-Pak 8525 Gibbs Drive Suite 300 San Diego, California 92123 Phone 619-283-2330 Fax 619-283-6641 Page 1 of 13
Table of Contents ERROR MESSAGE NO ROUTE DATA... 3 WRONG ROUTE SENT TO TABLET... 5 MISSING MASTER FILE CODES... 9 NO ROUTE OR DRIVER ACTIVITY DATA COMING BACK FROM THE TABLET 11 ONLY 50 STOPS LOADING AT ONE TIME... 12 DRIVER ONLY SEES FIRST 50 STOPS... 13 WI-FI VS CELLULAR COMMUNICATION... 13 Page 2 of 13
Soft-Pak recommends Powering Off/Rebooting the device daily after a route has been completed and after the driver has logged off Mobile-Pak for the day. This will ensure communication is reset daily and that any background threads or services that are currently running on the tablet will be ended. Note: To Reboot the tablet, log off Mobile-Pak and hold Power button down until the tablet shuts down completely, this is a complete power cycle. Error Message No Route Data Route list were ran, but when the driver attempts to sign into the tablet, they receive the following error: 1. Confirm that the driver has entered the correct data for this route check the following to ensure the data entered matched the route data in i-pak. Route Date Company Driver Vehicle Route 2. If all route data was entered correctly, reset the OBC route data and have driver sign in again as follows: Page 3 of 13
From the Operation Tab Select Option #37 Reset OBC Route Data: Enter the Route Date, Route Company & Route Code Select Reset Flags only: Select Confirm: Once Confirm has been selected Message will appear showing Route Flags have been cleared: Page 4 of 13
Now have the driver sign into route and route data should load. If the driver still receives message that there is No Route Data contact Soft-Pak Support by email at SupportServices@soft-pak.com or by phone at 800-860-4327 for further assistance. Wrong Route Sent to Tablet On occasion when route sheets are ran, the wrong routes may be selected; for example, the dispatcher selected A week when it should be B week. The Driver logs into the route and notices it s the wrong stops. Option #64 Route List Selection History can be used to determine what the selection criteria were when the Route Sheets were processed. From Operations Select #64 Route List Selection History: Page 5 of 13
Enter the user id of the person who ran Route Sheets All Route Sheets processed within the last 30 days will show: Double click on the route in question to see the selection criteria: If the wrong routes were sent to the tablets, follow these instructions to delete the OBC data and send correct route data to the tablet: Page 6 of 13
Driver logged into the route and it s the wrong route data. First have the driver log off the route: Driver will receive a message asking them to confirm log off request. The driver will select Yes: Then From the Operations Tab Select Reset OBC Route Data: Page 7 of 13
Enter the Route Date, Route Company & Route Code Select Delete All OBC Route Data and Press Enter: The Confirm button will appear, if all information entered is correct, Select Confirm: Message will confirm all OBC Route Data for information entered has been deleted: Page 8 of 13
Dispatcher should now rerun Route Sheets through their normal process with the correct route data selected From Operations #11 Print Daily Route List. The Driver can then re-log into their route and correct route information will now show: Missing Master File Codes Newly added Master file code such as notepad, extra services, driver activity, Hold, Skip, or Complete codes are not displaying in Mobile-Pak. Follow these steps to reset master file data: In Mobile-Pak select settings: Page 9 of 13
Select Troubleshooting Menu: Select Reset Master File data: All updated Master File Data should show now and will be available for the driver to select. Page 10 of 13
No Route or Driver Activity Data Coming Back From the Tablet Work orders are not turning red when completed, re-sequencing data is not showing, driver notes are not populating in Route Follow-up These are indications that your OBC Upload Job is not running. To check your OBC Upload Job status From the Operations Tab Select #35 Check OBC Upload Status: Your OBC upload job should be at a status of SCD or Active, if the status says OUTQ, then restart your OBC Upload Job: To restart your OBC Upload Job: From Operations select #36 Start OBC Upload job Page 11 of 13
Once your OBC Upload job has been restarted, your data will start to flow into the system. Only 50 Stops loading at one time The driver logs into the Mobile-Pak, and only 50 stops load or only 50 load at a time. Follow these steps to correct this issue: In the top right hand corner in Mobile-pak select refresh. If selecting refresh does not help, have the driver reboot tablet. The Driver should remain signed into their route, but power off the tablet completely, then power back on the tablet. When the tablet powers back up, the driver will select Mobile-Pak and should receive a Page 12 of 13
message asking if they want to continue with their active route, the driver will select Yes. Then all stops should load fully. Driver Only Sees First 50 Stops They have received only 50 stops. There could be a number of reasons for this. Usually this is due to communication issues on the device. This could be a Wi-Fi/Cellular problem. Make sure Wi-Fi is turned off on the tablet. On occasion a lack of GPS coverage will block the communication. Go into the settings and turn off the GPS and then turn the GPS back on this should reset the GPS communication. If the above steps do not help, the last option would be to Reset the OBC Route Data. Have the driver log off the route, and then from Operations select #37 Reset OBC Data as described previously in this document. Reset the OBC Route Data and then have the driver log back into the route. Wi-Fi vs Cellular Communication Some of the issues discussed in this document that may occur in Mobile-Pak are a result of communication issues with the device. One of the most common causes is having Wi-Fi turned on, on the tablet. The tablet will work fine while the Wi-Fi network is in range, but when the driver leaves the yard having Wi-Fi on will in many cases block the Mobile communication. To prevent communication issues, please ensure that Wi-Fi is off when the driver is completing their route. Page 13 of 13