Overview

This article helps diagnose situations where telematics data is not transmitted correctly.
Common symptoms include:

• Tours do not appear on the driver’s device
• Tour data is not transferred to the telematics system
• Vehicles do not receive tour information

Initial Checks

Identify the Telematics Provider

Verify which telematics provider is being used, as troubleshooting steps may differ depending on the integration.

Check for WebFleet Usage

If WebFleet (TomTom) is used, ensure the integration settings and credentials are correct.

Verify Telematics Background Service

The telematics integration depends on an active background service.
If this service is not running, tour information cannot be transmitted.

Import/Export History Review

The import/export history in PTV Route Optimiser provides valuable diagnostic insights.

Check whether:

• Error messages are displayed
• New telematics‑related entries are still being created

If entries stop appearing, continue with the next steps.

Background Service Verification

Confirm the Service Is Running

If the import/export history shows no new entries:

1. Verify that the telematics background service is running
2. Restart the telematics background service

If no new entries appear after a restart, the problem may come from the upstream system.

Check the Source of the Error Message

Confirm whether the error message actually comes from PTV Route Optimiser.

• If the message originates from another system (e.g., telematics portal, ERP, device app), the issue should first be investigated by internal IT or the responsible system owner before continuing within Route Optimiser.

Verify Required System Services

Telematics functionality depends on several system services. Ensure all necessary services are running, including:

• Telematics services
• Notification services
• xServer services
• Background services for import and export

If possible, review the logs for these services to identify warnings or errors.

Review Application Logs

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

• Error entries
• Warning messages
• Unusual or repeated system messages

These logs can help identify the underlying cause, such as connectivity failures, configuration issues, or telematics data transfer interruptions.