Main article: Tachograph troubleshooting (general)
If service providers are having authorization/device communication for many vehicles and have a way to efficiently check multiple vehicles, we can provide the following checklist to the customer. This will allow them to check as much as possible independently and the resulting information will help in further investigation (if needed).
NOTE: This checklist was written as a response to the client, so it can be copy-pasted into the ticket when necessary.
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Update tacho app
If TrustTrack is used, one of the first steps that is always supposed to be checked and performed is to make sure that the latest tacho app version is used. This applies not only to mass vehicle issues but individual vehicle issues as well, because tacho app communication has been improved for specific methods of download as well as specific generations of tachographs.
To check the tacho app version simply go to the Tachograph files download module and click on the company cards icon on the top right:
You will then see all of the different company cards connected and their tacho app version:
The latest tacho app can be downloaded here: https://doc.ruptela.com/articles/#!downloads-publication/downloads-home
Checking the device with "tachostatus" SMS command
Another reason why errors might occur is because of a loss of communication with the tachograph. To check, please try the following:
Update the FW of the device to the latest version
Make sure that the ignition is on and send the SMS "tachostatus" to the device.
If the device responds that it's busy with a critical process it likely means that either a FW/CFG update is being performed, or a tacho download is being processed. You can either wait for it to finish or clear pending updates/downloads for the device.
If you get a response "Tacho status 0. Error (10 00)" then check if the device is configured correctly (if CAN1, CAN2 or K-Line are enabled and configured correctly, depending on your installation). If they are, check the physical connection to the tachograph.
You can also try to send the SMS a few times, be sure to double-check if the ignition didn't turn off during the check. NOTE: If you connected via C port on the back of the tachograph you can check if the physical connection is correct by checking the resistance on the CAN lines, please read point 4 in full for more info.
Other possible responses:
Tacho status 0. Error (31 00) – When no response is received to the routing control request (response timeout). In this case, please try again.
Tacho status 0. Error (10 12) OR Error (10 22) – Remote download is not activated on this port (A or C). Please contact the tachograph workshop.
Full documentation for the SMS command can be found here: https://doc.ruptela.com/articles/#!tracking-devices-publication/tachostatus
Please note that this step will also cover if you need to activate tacho download capability for the C port or FMS, this is mandatory for remote downloads to work properly.
Checking if the tachograph supports remote downloads
General guidelines for supported tachographs:
Siemens VDO 1381 with versions higher than 1.3A.
Stoneridge SE5000 with versions higher than 7.0 (both 1st and 2nd generations).
EFAS-4 or newer
The tachograph can provide printouts that show the serial number of the tachograph (and in case of Stoneridge tachographs the tachograph version as well). This can also be checked on a sticker on the tachograph unit, usually found on the back or one of the sides of the unit.
Example for VDO tachographs:
Example for Stoneridge tachographs:
For Stoneridge tachographs, typically if there is an "OK" button on the front they will support remote downloads (example on the left) and the ones that don't have one do not support them (example on the right):
If you have the tachograph’s serial number and want to check if it’s compatible you can provide the serial number in a support ticket and a support agent will check it for you.
C port connection - making resistance measurements
If all of the above was checked, everything seems to be correct and the connection is done via C port on the back of the tachograph, then we also recommend checking if there are any additional devices connected to the tachograph. Other 3rd party devices will interrupt our device's remote download process, resulting in errors. This step can also be done if you’re getting a “Tacho status 0. Error (10 00)” response from the “tachostatus” SMS command.
The easiest way to check the connection is by measuring the resistance between pins C5 and C7 on the C port of the tachograph while everything is connected.
The measured resistance should be about 60 ohms. If it's less than 60 ohms, that means that there is likely an additional device connected to the tachograph which may interrupt the communication.
If the resistance is higher than 60 ohms, then our device isn't connected to the tachograph properly (our device has an internal resistor that is supposed to change the resistance on the line to about 60 ohms).
Diagram for reference:
Please check the 4th point in the "Direct Tachograph Connection" for more detailed instructions: