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.

If someone have problems with AdBlue consumption is missing in the monitoring report or Vehicle Performance it is most likely because AdBlue consumption is supported only by C300 above 2.3 

Troubleshoot the issue:

Check what is the version of the communicator in CSTT. 

• If the version is  C300 2.3 or below -> Ask the customer to perform the software upgrade of the communication unit in a workshop. 
• If the version is higher than C300 2.3. - > Check if the vehicle is communicating properly as per Basic Troubleshooting: Issues with Connected Services

Escalation:

If the issue remains unsolved after controlling the communicator version and confirm it communicating properly, assign to 2nd line (TS)
 

Vehicle Performance (VP) owns the Monitoring Report, Vehicle Performance Report, and Environmental Report. When escalating an issue in Zendesk regarding Monitoring report, select Digital Service: Monitoring Report and that will escalate to the correct team.

ADDITIONAL INFORMATION:

• Historical data is stored for 2 years. Impossible to prolong the period.
   

KNOWN LIMITATIONS & TECHNICAL NOTES 

BEV Cycled Energy Data Missing

Clarification
For newly delivered vehicles, Cycled Energy figures will not appear until the vehicle has operated for at least 60 days after the Start of Warranty (SoW) date. This delay is expected, as the system requires sufficient readouts before calculations can begin.