Drivers call because a letter D and/or letter M turned red. The letters are on the top right corner of the main screen.
The letter D means Diagnostic which is something wrong happening with the ELD at that specific moment.
The letter M means an ELD malfunction which is a diagnostic that persisted over a period of 24 hours.
An example of Diagnostic/Malfunction are:
– ELD not connected to the truck (ECM device) or maybe it’s connected to the truck but not reading engine information. RESOLUTION: On the menu, go to Scan Devices, make sure the vehicle’s engine is turned on and running, select scan devices, look for the ECM device, tap on it and make sure it passes all the diagnostics
– Time error: This happens if the drivers tries to change the date and time on the mobile device. Ask the driver to go to the mobile devices’s Settings and make sure Date/Time are set to acquire automatically from the provider
Ideally, both letters (D and M) must be gray which indicates that everything is fine with the ELD.
Sometimes drivers called because the D is gray but the M is still red. In that case, ask the driver to wait 24 hours and the M will turn gray.