Issue Description

A customer reports that they cannot access tachograph files through the API, or that not all API functionality is working as expected.

This issue is commonly caused by one or more of the following:

• No valid Company Card is registered in the Central Company Card Hotel.
• The required backend setup for Tacho Data Access (TDA) has not been completed.
• The customer's subscription or configuration does not meet the prerequisites for Tacho Data Access.

Step-by-Step Instructions (troubleshooting)

If a customer cannot access tachograph files through the API:

1. Confirm which subscription the customer has:
   • RemoteDownload
   • RemoteDownload Plus
   • Tacho Data Access (TDA)
2. Verify that the customer has a valid Company Card registered in the Central Company Card Hotel.
3. If no valid Company Card is available:
   • Inform the customer that Remote Download and API access cannot function until a valid Company Card has been registered.
4. If the customer uses Tacho Data Access (TDA):
   • Verify that the required backend setup has been completed.
     • If no, follow the instructions below in section "Migration/Activation Process".
5. If all prerequisites have been met and the issue remains, proceed with escalation.

Migration / Activation Process

When an existing customer is moving to Tacho Data Access, the migration must be coordinated with the Tacho Team to ensure the process is followed and the data is handled correctly..

1. Notify the Tacho Team that the customer will start using Tacho Data Access.
2. Cancel all existing Tachograph subscriptions for the customer using the same end date.
   • Example: End all subscriptions on 15 February.
3. Activate Tacho Data Access subscriptions starting at least one day after the previous subscriptions have ended.
   • Example: Start TDA subscriptions on 16 February.
4. Ensure that all existing Tachograph subscriptions have been cancelled before activating TDA.
5. The Tacho Team must enable the customer for Tacho Data Access in the backend before the activation date.
   • This is currently a manual step during the pilot phase until validation is available in FMAT.
6. After activation, the Tacho Team monitors the customer's data flow to ensure tachograph files are received correctly and without errors.

After the implementation is completed, all subscriptions for the customer can be switched to TDA.

Escalation 

Escalate the ticket back office team: Tachograph services in any of the following situations:

• The customer has a valid Company Card registered but cannot retrieve tachograph files.
• The required backend setup has been completed but API access still fails.
• The customer has been migrated to TDA but data is not flowing correctly.
• The subscription configuration appears incorrect.
• The issue cannot be explained by the prerequisites or restrictions.

Include the following information:

• Customer account
• Company name
• Vehicle VIN(s)
• Subscription type
• Confirmation that a valid Company Card is registered in the Central Company Card Hotel
• Confirmation that the Business Unit has notified the Tacho Team
• Confirmation that backend setup has been completed
• API error messages or logs (if available)
• Description of the issue
• Screenshots (if available)