Issue Description

Customers may report that driver information is shown as "Unknown", shown only as a driver ID, or not visible in My Scania services such as Fleet position, Driver evaluation, Vehicle performance, the Scania Driver app, or the Scania Fleet app.

Resolution / Workaround

These are different cases and should not be treated as the same issue. In particular, a rental or owner/user company mismatch normally means that driver data is not visible to the customer's company at all. It should not be described as an "Unknown driver" case.

1. Known driver

A driver is known when the driver's Driver ID is associated with the driver's personnel profile in My Scania.

The driver ID can be either:

• a driver card used in the tachograph, where the driver ID is the string of numbers and letters on the driver card; or
• an ID button used with an ID button reader in vehicles that do not use a tachograph driver card.

For driver data and driver grades to display correctly, the driver must have a personnel profile, the Driver role, and the correct driver ID associated with that profile.

When this is set up correctly, the relevant services can show the driver's name, driver's grades, driving/rest times, driver history, and vehicle usage, depending on the customer's active subscriptions and user roles. After a driver ID is associated with a personnel profile, data from the last few days may be applied retroactively. Updates can take up to 24 hours to appear.
 

2. Unknown driver ID

"Unknown driver ID" means that a driver card or ID button has been registered in one of the company's vehicles, but that driver ID has not yet been associated with a personnel profile.

In this case, the driver ID appears in Address book > Unknown driver ID. The customer can see the ID type, the driver ID string, and when it was first used.

In services where a driver's name would normally be shown, the system may show the driver ID string instead of a driver's name until the ID is associated with a personnel profile.

Resolution: associate the driver ID with an existing personnel profile or create a new personnel profile and associate the driver ID.
 

3. Unknown driver

"Unknown driver" is not the same as "Unknown driver ID".

"Unknown driver" means that no driver was registered for the activity. In practice, this normally means that the driver did not insert a driver card into the tachograph or did not use the ID button.

Resolution: verify that the driver uses the correct driver card or ID button before driving. If no driver ID was captured for the activity, there may be no driver-specific data to associate afterwards.
 

4. Vehicle owner and vehicle user are different companies

This is a separate issue from "Unknown driver" and "Unknown driver ID".

For rental vehicles or other cases where the vehicle owner and the vehicle user are not the same company, driver data visibility depends on the vehicle's company relationship, subscriptions, roles, depots, and data access setup. If the customer's company is not entitled to the vehicle data, the driver information will not appear for that customer. It should not appear as "Unknown driver"; it will be missing from the customer's view.

Linking a driver card to a personnel profile will not solve this if the vehicle data is connected to another company account. The owner/user relationship and service entitlement must be checked in the relevant administration systems, including FMAT where applicable. Do not assume that the vehicle owner should be changed to the renter; owner and user can be different companies by design.

Step-by-Step Instructions (troubleshooting)

Escalation 

Escalate to 2nd-line support if:

• The vehicle is not a rental vehicle
• Driver IDs are correctly linked but drivers still appear as "Unknown".

Escalate to BU or local Scania Dealer if:

• The vehicle is a rental vehicle