Issue Description

A common misconception is that violations are displayed in real time. In reality, violation data is only available after tachograph data has been downloaded, processed, and analyzed.

The issue is often related to missing prerequisites such as Driver App activation, Driver role assignment, Driver ID mapping, or insufficient tachograph download configuration.

Resolution / Workaround

Driver App Requirements

For a driver to access personal data and tachograph-related information in the Driver App, the following requirements must be fulfilled:

• Driver App service must be active in FMAT.
• The driver must have the Driver role assigned in My Scania.
• A valid Driver ID must be linked to the driver's profile.

Recommended Tachograph Setup

To ensure accurate and reliable data flow, it is strongly recommended that the customer has:

• Remote Download (RD) or Remote Download+ (RD+) activated.

Reason:

• Tacho Basic requires manual upload of tachograph files.
• Manual uploads may cause delays and mapping issues between downloaded driver data and Driver IDs in FMAT.
• RD and RD+ automate the process and reduce the risk of incorrect driver mapping.

Visibility of Violations

Violations are not displayed in real time in the Driver App.

The process is:

1. Tachograph data is downloaded from the vehicle or driver card.
2. Data is processed and analyzed in OPTAC.
3. Violations become available in:
   • STS Customer Portal
   • Driver App

If downloads are configured to occur once per day, violations will normally become visible only after the daily download and analysis process has been completed.

Real-Time Availability

Currently, there is no functionality that allows drivers to receive or manage tachograph violations instantly when they occur.

A completed download and analysis cycle is always required before violations can be displayed.

Step-by-Step Instructions (troubleshooting)

1. Verify that the customer has an active Driver App service subscription in FMAT.
2. Verify that the driver has the Driver role assigned in My Scania.
3. Verify that a valid Driver ID is connected to the driver's profile.
4. Check which tachograph solution the customer is using:
   • Tacho Basic
   • Remote Download (RD)
   • Remote Download+ (RD+)
5. Confirm the configured download intervals for vehicle and driver card data.
6. Verify that recent tachograph downloads have been successfully completed.
7. Check whether the violation is visible in the STS Customer Portal.
8. If visible in STS but not in the Driver App, verify the driver mapping and Driver ID association.
9. Inform the customer that violations cannot be displayed before the download and analysis process is completed.

Escalation 

Escalate to 2nd-line support if:

• Driver App service is active and correctly configured but violation data is not displayed after successful download and processing.
• Remote Download or Remote Download+ downloads are failing.
• Violations are visible in OPTAC or STS but not in the Driver App after a reasonable synchronization period.

When escalating, include:

• Customer account information.
• Driver ID.
• Vehicle registration/VIN.
• Download interval settings.
• Screenshots from FMAT and STS Portal.
• Timestamp of the expected violation.