Description: The customer does not know how to set up Tachograph App for remote DDD downloads.
Steps:
Provide the customer the link to Documentation website: Tachograph App Installation and Launch (ruptela.com). The page contains an instructional video, explaining the Tacho app installation and configuration (begins at 2:32): https://youtu.be/WO3X5GNNh4M?t=152
Quick start guides are available in other languages as well: Tachograph Desktop App Quick Start Guides (ruptela.com)In case the customer understands the process, the case can be resolved.
In case the client is not very tech-savvy, you can connect to client's computer using TeamViewer.
Go to Ruptela Documentation Portal and select Downloads:
5. Download the suitable package for the client's operating system:
Note: "Unbranded" means that the app does not include Ruptela logos (suitable for rebranded Service providers).
6. When package Download is done, extract the ZIP file (recommended to use "Extract to tacho-1.0.XX-ruptela-windows-x86".
7. Launch tacho.exe file:
8. Ask the client to fill the TrustTrack credentials (login and password):
Note: in some cases, email address used as username may not work. In such case, use Login specified in the Admin panel (LCM):
9. Ask the customer to connect the Smart card reader and Company card to the computer via USB. If successful, the following view will appear under "Cards" ([no label]):
Note: In case the card does not appear in the list, company card troubleshooting has to be performed.
10. Double-click on [no label] and input the card name (can be client's company name) and press Enter. The purpose is to differentiate the cards in case several cards are used:
11. Navigate to "Assignments" tab and select the Card and Client, and click "Assign":
12. If configured correctly, the company card will appear on TrustTrack interface, in the Tachograph module:
