Skip to main content

PTV Route Optimiser – Troubleshooting Checkliste

Updated

This article helps identify and troubleshoot common issues in PTV Route Optimiser.

It covers typical situations such as:

  • Orders are not imported

  • Tours cannot be planned

  • Tours are not exported

  • Tours are not transmitted to telematics devices

  • Reporting is not working

If you experience an issue in PTV Route Optimiser, first perform the general checks and then follow the troubleshooting steps for the relevant problem.

 

General checks

Before starting technical troubleshooting, try to narrow down the issue.

Please clarify the following:

  • What exactly is not working in PTV Route Optimiser?

  • When did the problem start?

  • Does the issue affect only one user or multiple users?

  • Were there recent changes to the system or configuration?

If only one user is affected, the issue is often related to:

  • local settings

  • user permissions

  • the specific workstation

If multiple users are affected, the cause is often related to the system or an integration.

 

Check for recent system changes

Many issues occur after changes to the system.

Please check whether:

  • a configuration change was made in PTV Route Optimiser

  • a system update was installed

  • an interface or integration was modified

If changes were made, note:

  • what was changed

  • when the change was implemented

  • which components or systems were affected

This information can be helpful during further analysis.

 

Problem: Orders are not imported

New orders do not appear in PTV Route Optimiser.

This may also occur if:

  • no orders are visible in the system

  • new orders are not displayed

  • the order import appears to stop working

Please check

  • Are the import jobs running?

  • Are new entries created in the import history?

  • Which import type is configured?

Common import types include:

  • DSC

  • SAP

  • TransferDB (TDB)

  • WebAPI

  • Excel Import

Possible cause

If no new entries appear in the import history, the upstream system may not be sending order data.

 

Problem: Tours cannot be planned

Tour planning in PTV Route Optimiser starts but no tours are created.

This may also occur if:

  • the planning process finishes without results

  • vehicles are not assigned to tours

  • the planning run produces no output

Please check

  • What message appears under “Info last planning”?

  • Are the vehicles marked as available?

If vehicles are not available or planning parameters are incorrect, tour planning cannot be completed.

 

Problem: Tours are not exported

Planned tours from PTV Route Optimiser are not transferred to downstream systems.

This may also occur if:

  • tours do not appear in the target system

  • tour data is not transferred

  • the export process appears to fail

Please check

  • Have the tours been released?

  • Which export type is configured?

If TransferDB (TDB) is used:

  • Verify that a database connection to the configured TransferDB is available.

  •  

Problem: Telematics is not working

Tours from PTV Route Optimiser are not transmitted to driver devices or telematics systems.

This may also occur if:

  • tours do not appear on the driver device

  • tour data is not transferred to the telematics system

  • vehicles do not receive tour information

Please check

  • Which telematics provider is used?

  • Is WebFleet being used?

  • Is the background service for the telematics integration running?

If the background service is not running, tours cannot be transmitted.

 

Problem: Reporting is not working

Reports from PTV Route Optimiser cannot be opened or displayed.

This may also occur if:

  • reports do not load

  • reporting results are empty

  • an error occurs when opening reports

Please check

  • Is the SQL Server Reporting Server reachable?

  • Is the connection configured correctly in the PTV Route Optimiser options?

  •  

Check import and export history

The import/export history in PTV Route Optimiser can provide useful information when troubleshooting.

Please check:

  • Are error messages displayed?

  • Are new entries still being created?

If no new entries appear:

  1. Check whether the background service is running

  2. Restart the background service

If no entries appear afterwards, the upstream system is likely not sending new orders.

 

Verify the source of the error message

Please verify whether the error message actually originates from PTV Route Optimiser.

If the message comes from another system, the issue should first be investigated with the internal IT team or the responsible system owner.

 

Check relevant services

Verify that all required services are running.

Typical services include:

  • telematics services

  • notification services

  • xServer services

  • background services for import and export

If possible, also check the log files of these services.

 

Check the application log

If the issue persists, review the PTV Route Optimiser application log for:

  • error messages

  • warnings

  • unusual system messages

These logs can help identify the root cause.

 

Contact support

If the problem persists, please contact support and provide the following information:

  • description of the issue

  • when the problem started

  • which troubleshooting steps have already been performed

  • relevant error messages

  • log files

  • screenshots

Providing this information helps support analyze the issue more quickly.

 

 

Related to