CalArk Driven/Geotab – Troubleshooting User Guide

If a driver reports an issue or if you are experiencing an issue with CalArk Driven or Geotab, there are some troubleshooting steps that may resolve their issue.

If the issue cannot be resolved by basic troubleshooting outlined in this document, then escalate to IT by submitting a ticket to support@calark.com or by going to www.support.calark.com.

When submitting a ticket to IT for Geotab or CalArk Driven please include:

· Truck Number

· Driver Code

· Brief description of issue and when it occurred

· What, if any, troubleshooting has been done to the device

Signing Into CalArk Driven/Geotab

Drivers must log into CalArk Driven before they can log into Geotab.

The graphic below shows the logging in process.

Unable to Retrieve Messages Due to a Network Error

Occasionally, you may see an error on the Messages screen on CalArk Driven.

This is caused by the driver deleting their messages while having the Freeform Message Prompt open.

Drivers will be unable to send messages while having this message visible.

To clear the error, log the driver out of CalArk Driven and log back in. This will "refresh' the Messages dashboard.

Truck not Tracking

If the Truck is not tracking in the AS400, there are a few things to consider.

1. Is this a new installation?

If the truck has been recently installed with Geotab equipment and is not tracking, the unit may not have been set up completely. Contact IT Support for resolution.

2. Has the driver been recently assigned to the tractor?

If the driver has recently been assigned to the unit, they may not have been fully associated with the unit in the system. To resolve this, have the driver send a freeform message from CalArk Driven. If this does not resolve the issue, contact IT Support.

Drivewyze Not Working

Drivewyze will not work correctly if the driver is signed into CalArk Driven/Geotab on both the company issued tablet and their personal device. 

 Best practice is to only log into one device at a time. If they log into CalArk Driven/Geotab on their tablet, they must sign out of the app on their personal device.