Issue Description

A customer reports that a specific vehicle is missing from the Monitoring Report, while expecting it to be included.

This issue can occur because the vehicle is either:

• Missing from all connected services due to a communication issue, or
• Only missing from the Monitoring Report because it belongs to a vehicle type that is reported separately (Hybrid, BEV, or Gas).

Example customer questions:

• "Why can't I see one of my vehicles in the Monitoring Report?"
• "The vehicle is visible in Fleet Position but not in the Monitoring Report."
• "One of my vehicles shows only in grayed out and no data"

Resolution / Workaround

Determine whether the issue affects only the Monitoring Report or all connected services.

• If the vehicle is missing from all services, troubleshoot the vehicle communication according to the Basic Troubleshooting: Issues procedure.
• If the vehicle is only missing from the Monitoring Report, verify the vehicle type.
  • Hybrid, Battery Electric Vehicles (BEV), and Gas vehicles may not appear in the standard Monitoring Report because they are available in their respective dedicated reports. How to check if the vehicle is a Hybrid, Gas, BEV or ICE.

  • 

• If the vehicle is showing in the wrong unit typ

Step-by-Step Instructions (troubleshooting)

1. Verify which vehicle is missing from the Monitoring Report.
    
2. Check whether the same vehicle is visible in other services, for example:
   Vehicle Performance
   Driver Evaluation
   Fleet Position
    

3. Is the vehicle available in any of these services?

   No

   • The vehicle is missing from all services.
   • Follow the Basic Troubleshooting: Issues procedure. to investigate vehicle communication.

   Yes

   • Continue to the next step.
      

4. Verify the vehicle type, check whether the vehicle is:

   Hybrid

   Battery Electric Vehicle (BEV)

   Gas-powered vehicle
    

5. If the vehicle is one of the above vehicle types, verify whether the customer should instead use the corresponding dedicated report.
    
6. If the vehicle is an ICE (Internal Combustion Engine) vehicle and is still missing from the Monitoring Report, proceed with escalation.

Escalation 

Escalate the case to the responsible back office team (Monitoring report) if:

• The vehicle is visible in other services but is missing from the Monitoring Report despite selecting the right fuel report.
•  Basic Troubleshooting: Issues procedure. has been completed without identifying the cause.

Include the following information:

• Vehicle VIN
• Customer account
• Vehicle type (ICE, Hybrid, BEV, or Gas)
• Screenshots of the Monitoring Report and any other services where the vehicle is visible
• Description of the issue
• Results of the  Basic Troubleshooting: Issues procedure.