Frequently Asked Questions

ELD

My logs have disappeared! What do i do?

Make sure that you have updated to the latest version.

Strategy 1:
- Are you logged into the app on more than one device? If so, logout from the devices you are not using.
- You should only log into one device at a time, per truck, per driver.
Strategy 2:
- If this isn’t the case, go to “Unassigned Trips.”
- Reassign driving trips to the appropriate spot in their daily log by selecting the trip and either discard or accept each change.
- Please note: if you create a driving trip manually, you won’t be able to reassign trips to that same time.
Strategy 3:
- Create your logs manually, by switching to ELogs. Make sure to sign your logs!

I'm having issues with bluetooth

First things first: Check to see if bluetooth icon is enabled. The icon should be blue. If it is not:

Strategy 1:
- Go to the “More” menu and make sure your log type is ELD, and not ELogs.
- Then, go to “Logs” tab. Here you can connect to a vehicle by tapping the “Connect to Vehicle” button in the orange bar at the top. Connect/pair to a device.
Strategy 2:
- Go to the settings of your tablet or phone and disable any bluetooth devices in the area. Multiple bluetooth devices in the area may interfere with the ability of the bluetooth to connect to the device.
- Go back into the app and chose the “Connect Vehicle” button.
- A vehicle list will appear. Choose the vehicle name that is listed for your specific vehicle. If you are unsure, the registration name of the vehicle is labeled on your unit.

I'm getting "Invalid Credentials" or can't log in

Did you check for typos? Please double check that you’ve correctly entered your DOT number, username, and password.
If you have done this and you are still unable to login, your fleet manager can update your driver info on their fleet page. If you are an owner/operator, you can log into Fleet, and in the List tab you can go to your Drivers page.

What are unassigned trips?

These are trips that your device has recorded, but not assigned to a specific driver yet.

How do I change my time zone?

Go into your settings and select timezone.

How do I change my cycle?

Go into your settings and select current cycle.
Select desired cycle rule.
Select cargo type: Property, passenger, oil & gas.
Change will take effect after a 34-hour cycle reset.

Please read first:

Make sure you’re on the latest version of 1ELD. You can check this in your app store, or you will likely get a notification. We want you to have the most optimized experience on 1ELD, and updating your app will enable you to do so.

Fleet

How do I pull a report?

Go to the reports section, then go to the setup tab. There you will find all the reports that you can pull.

Can I edit my drivers logs?

No, you cannot. Driver logs will always default to what statuses their devices have collected.

How do i use fleet?

Go to the user manual!

Hardware

How do I set it up?

You can refer to our quick install guide.

Do I have to take my vehicle to a Cartrack fitment centre?

No. Our technicians are mobile, and will meet you at a place and time convenient to you.

Does the unit interfere with my vehicle's warranty?

No, our units are approved by major manufacturers within the motor industry.

Will Cartrack give me my location yo anyone other than me?

No, unless you have given authorisation to a third party.

Can I track my vehicle

Yes, every Cartrack unit is equipped with international roaming capabilities, and can therefore be tracked locally and beyond United States’ borders.

Can I install a Cartrack unit in my tractor?

Yes, Cartrack’s devices can also be installed on heavy machinery, commercial vehicles, trucks and trailers, along with family sedans.

Do I need to be in a certain area, or at a certain location, before I can test my unit?

No. You are welcome to test your unit wherever you are located, provided there is GSM coverage.

Is there a charge for testing my Cartrack unit?

No, it’s completely free of charge.

How do I go about testing my Cartrack unit?

All Cartrack units are automatically tested on a regular basis. However, the onus still remains on you to test your units regularly. To test your unit contact 1 424 500 8601, this can be done 24 hours a day, 7 days a week.

How can I reset my device?

Unplug the device from vehicle’s diagnostic port. Then plug it back in.

How will I know if my device is not working?

The green light under the globe icon won’t be turning on. You can refer to our malfunction card here.

Insurance

Is Cartrack approved by my Insurance company?

Yes. Cartrack is approved by all major insurance companies.

Misc

How often is the location of the trip updated?

The update of the location is based on a time event. The predefined reporting intervals are as follows:

Every time the ignition status changes, i.e. when it is turned on or off
Every 3 km of travelling in a straight line
Every deviation of 10 degrees or more in any direction
The detection of excessive idling
Highlighting whenever the maximum set speed limit is exceeded
Any change of 5 km/h or more over the speed limit
An alert is triggered for events such as harsh acceleration/braking or cornering

What if there is not a cellular signal in the area? Can the vehicle still be tracked?

When the vehicle is out of GPRS/GSM coverage, up to 5000 positions and events are stored in the device and streamed again as soon as GPRS/GSM communication is re-established.

How accurate is the location?

The location accuracy is high and can be traced to within a radius of about 3 meters at any stage. The speed and distance travelled are measured by the GPS system.

Is there any battery in the tracking unit? How long will the battery last?

Yes. The battery will last for a considerable period as the unit will be in a sleep mode and will only stream every 2 to 4 hours for the signal check. Whenever a vehicle is being towed and we have to activate the back-up battery, the back-up battery will last for 4 to 5 hours on active mode.

Is there a way for the Cartrack odometer to match the vehicle odometer?

Yes – however, this can only be done on vehicles with CAN Bus that support odometers.

How can we match the Odometer readings if the difference is large?

Customers can provide us with the actual odometer reading on a yearly basis and we will update the device remotely.

What do the different driver behaviour indicators means?

No – while the values will be close, there will be a difference of less than 5% over time.

What do the different driver behaviour indicators means?

The red traffic indicator represents bad driving habits
The yellow traffic indicator represents driving habits that need attention but are acceptable
The green traffic indicator represents good driving habits

How does the Driver ID system works?

A. Harsh braking – 0.4G B. Harsh cornering – 0.34G C. Harsh Acceleration – 0.4G

How does the Driver ID system works?

The driver reader will be placed on your dashboard and integrated into our tracking unit. We will then provide 2 ID tags for each vehicle. Each ID tag has a unique number that is assigned to the driver on our system. Before the driver drives the vehicle, he has to tag the ID to the reader and the information will then be captured in the system. If he does not tag, there will be a buzzer sound.

What is the fuel accuracy report? How does it work?

The fuel report has a 95% accuracy. We require information on the fuel tank capacity of the vehicle, therefore it is essential that your driver finishes the current fuel tank and fills it to capacity three times. The system will then learn the upper and lower level of the vehicle’s fuel capacity, which will allow us to provide you with a more accurate fuel report. The calibration process will take about 3 weeks.

If you’re unable to find your answers here, you can always contact our customer support team:

1300 227 875 | solutions.au@cartrack.com

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Frequently Asked Questions