Troubleshooting

The truck shows Unit offline when its unit hasn't reported for 10 minutes. Until it's back, that truck's tools show when they were last checked, and no left-behind alerts can come from it.

1. Is the light on? Plug into a 12 V socket that stays on with the engine off. Check: the light stays lit after you turn the key off.
2. If the socket only works with the key on, the unit goes quiet when the engine is off. Move it to a socket that stays on.
3. Indoors, or parked somewhere with poor cell signal, give it a few minutes once it's back outside.
4. Was it unplugged on the road? The crew lead gets a text asking them to check the plug, and the unit runs on its own battery until then.

When a unit comes back after more than an hour, managers get a notification saying whether everything on the list is aboard. Still offline? Email us the truck's name and the serial on the unit's label.

1. Is the truck's unit online? If not, start with the section above.
2. Is the tag still on the tool? A tag that came off shows Came off on the tool's page in the app.
3. Is it the right tag? In the Android app, open the tool and use Check the tag with the phone against the tag, or Set up → Which tag is this?. Tags swapped between two tools are a common cause.
4. Is the tool on this truck's list? Check the truck's What rides on page. A tool that moved trucks for good should be moved to its new truck there.
5. Where is it stowed? If it rides inside a closed metal box, try the tag on the outside of the tool, facing out, and check the count again.
6. Is the tag's battery low? See below.

A crew lead can reply "it's on the truck" to a left-behind text. The alert shows as disputed so a manager can take a look; it doesn't mark the tool as found. Only the unit hearing the tag does that.

Each tag reports its battery level, shown on the tool's page. Below 20% (you can change this in Settings → Alert rules) the tool gets a Tag battery low alert, and managers get a notification once it's nearly flat. The weekly email lists the tags to replace.

To replace a tag in the Android app, open the tool and choose Replace the tag: hold the new tag to the phone, and the old one becomes a spare. Order more tags from us at support@loadoutguard.com.

• Has the crew lead signed up? Settings → Crews shows whether each crew lead signed up for texts. Nobody can sign up someone else: send them a new link if theirs expired (links last 7 days).
• Did they reply STOP? Then no texts go to that number until they text START to the same number.
• Did they choose the app? A crew lead who chose the app gets a notification first, and a text only if they haven't opened it after 2 minutes.
• Try a test text: the button with their name on it in Settings → Crews or the setup checklist (up to 3 a day).
• Managers and owners: texts to you need your own sign-up in Settings → Notifications, and your quiet hours (8 PM to 6 AM unless you change them) hold anything that can wait. Owners get escalations only unless they choose every alert.
• A payment problem: if alerts are paused for billing, a banner says so. See Billing.

• Equipment mounted to the truck or trailer should be marked fixed: fixed equipment never sends a left-behind text.
• A longer Wait before alerting in Settings → Alert rules gives a slow pull-away more time.
• A tool that changes trucks for good should be moved to its new truck's list.
• Tell us which alerts were wrong, so we can tune them.

Texts use your names for places. Name the customers, shops, and other spots your trucks stop at in Settings → Company → Places, and set your Home base so the yard is called "the yard".

Use the email address or mobile number you were invited with. A texted code expires after 5 minutes and an emailed one after 10, so ask for a new one if it's been longer. Signed in but no company? Ask your company's owner or admin to invite you.