1 Description
The customer has set up the Tachograph App for remote DDD downloads. The company card is connected but is not displayed in TrustTrack2.
2 Initial Troubleshooting Steps
Ask the client to check the initial setup process and confirm if the company card is connected.
In order, verify that:
A client is added in the "Clients" tab (use the client's webuser details)
A company card is visible in the "Cards" tab and is named ("no label" means a name isn't assigned, double-click on the card, enter the name and press the "Enter" button on the keyboard)
The card is assigned to a client in the "Assignments" tab.
A green checkbox should also be visible at the bottom-right corner of the tacho app. If not, verify if the right server settings are used:
3 Company card not visible in "Cards" tab
Verify if the company card is visible after completing each step.
3.1 Restart the Tachograph App
If the company card isn't visible, right-click on the Tachograph App icon in the system tray and select "Exit". Then launch the app again.
3.2 Install Card Reader Drivers
The client must ensure that the drivers for their respective reader is installed. Omnikey 3021 readers drivers can be downloaded here.
⚠️ Warning: The TrustTrack Tacho App officially supports only Omnikey 3021 card readers and Lisle card racks. No support is provided for other third-party card readers.
3.3 Turn Off Other Card Reading Apps
The Ruptela Tachograph App should be used as a single application on a dedicated computer, as it will conflict with other Tachograph desktop applications.
Make sure to exit any application that can conflict with the functionality, especially company card reader applications.
3.4 Disconnect Smart Card Readers
Disconnect all smart card readers and cards from the PC. This step is strongly recommended to avoid conflicts between company card readers as well confusion during further troubleshooting.
3.5 Troubleshoot Card Reader
1. Right-click on the Start menu and select Device Manager:
2. Connect the company card reader (if it was disconnected in the previous step). The reader should appear under the "Smart card readers" category. In most cases, it displays as "OMNIKEY 3x21" or "Microsoft Usbccid Smartcard Reader":
3. Insert the company card into the reader. It should appear as "Unknown Smart Card" in Device Manager:
💡 Tip: If the card is not detected, ask the client to check the card position. The microchip should be facing upwards.
If the smart card is not visible and "Microsoft Usbccid Smartcard Reader" is displayed without the card underneath, device drivers may need to be installed from the manufacturer's website (refer to section 3.2).
⚠️ Warning: Windows 10 and above has a limitation of 9 smart cards connected at one time.
After installing drivers, restart the Tachograph App or restart the PC.
3 Company Card Reader Compatibility
Card Reader | Compatibility | Notes |
Omnikey 3021 | Officially supported | Recommended card reader |
Lisle Design HyperRack | Officially supported | Big rack with 30–120 company card slots. Follow Lisle-specific instructions |
Other readers (e.g. "Alcor") | May work | Must appear under "Smart card readers" in Device Manager |
External storage-type readers | Not compatible | These appear in "Computer" folder, not under "Smart card readers" |
⚠️ Warning: The TrustTrack Tacho App officially supports only Omnikey 3021 card readers and Lisle card racks. No support is provided for other third-party card readers.