Common Issues and Solutions

This guide covers the most frequently encountered issues in Levy Fleets and provides step-by-step solutions to resolve them quickly. Use the table of contents to jump to your specific issue.

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Login and Authentication Issues

Cannot Log In to Dashboard

Symptoms:

• Login page rejects valid credentials
• "Invalid email or password" error message
• Login button does nothing when clicked

Possible Causes:

• Incorrect email or password
• Account not yet activated
• Account has been suspended
• Browser caching old session data

Solutions:

When to Escalate: Contact support if you've tried all solutions and still cannot access your account. Include your email address and any error messages you're seeing.

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Password Reset Email Not Received

Symptoms:

• Clicked "Forgot Password" but no email arrived
• Waited more than 10 minutes for reset email

Possible Causes:

• Email went to spam/junk folder
• Email address not registered in system
• Email server delays
• Email blocked by corporate firewall

Solutions:

1. Check spam/junk folders - Password reset emails sometimes get filtered
2. Wait 10 minutes - Email delivery can be delayed
3. Check the correct inbox - Ensure you're checking the email associated with your account
4. Add to safe senders - Add noreply@levyelectric.com to your contacts
5. Try again - Request a new password reset after 5 minutes
6. Use a personal email - If corporate email is blocking, contact IT or use a personal email

When to Escalate: If you've waited 30 minutes and checked all folders, contact support to verify your email is in the system and to manually reset your password.

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Session Expires Too Quickly

Symptoms:

• Frequently logged out unexpectedly
• "Session expired" messages appear often
• Have to log in multiple times per day

Possible Causes:

• Browser settings clearing cookies
• Multiple tabs/windows causing conflicts
• Network issues causing authentication failures

Solutions:

1. Check browser settings - Ensure cookies aren't being cleared on browser close
2. Use one tab - Avoid having multiple dashboard tabs open simultaneously
3. Disable browser extensions - Some privacy extensions interfere with sessions
4. Stay on same network - Switching networks (WiFi to cellular) can invalidate sessions
5. Update browser - Ensure you're using the latest browser version

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Dashboard and Navigation Issues

Dashboard Not Loading or Loading Slowly

Symptoms:

• Dashboard shows blank page or loading spinner
• Takes more than 10 seconds to load
• Elements appear broken or unstyled

Possible Causes:

• Slow internet connection
• Browser needs update
• Large amount of data being loaded
• Server-side issues

Solutions:

When to Escalate: If the dashboard consistently fails to load across multiple browsers and devices, contact support with details about your network and the specific error behavior.

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Data Not Updating or Showing Stale Information

Symptoms:

• Metrics haven't changed despite known activity
• New rides or vehicles not appearing
• Dashboard shows yesterday's data

Possible Causes:

• Page needs refresh
• Subaccount filter applied
• Date filter limiting results
• Data sync delays

Solutions:

1. Refresh the page - Click refresh or press F5
2. Check subaccount filter - Ensure you're viewing the correct location/subaccount
3. Check date filters - Some pages default to specific date ranges
4. Clear filters - Click "Clear All" or remove active filters
5. Wait for sync - Some data updates every 30-60 seconds; wait and check again

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Navigation Links Not Working

Symptoms:

• Clicking sidebar items doesn't navigate
• Getting "Page Not Found" errors
• Certain sections are inaccessible

Possible Causes:

• Permission restrictions
• Page doesn't exist for your account type
• JavaScript errors blocking navigation

Solutions:

1. Check permissions - Some pages require specific roles (Admin, Fleet Manager, etc.)
2. Refresh and retry - Sometimes navigation breaks after long sessions
3. Navigate directly - Type the URL directly in the address bar
4. Check browser console - Press F12 and look for JavaScript errors
5. Contact admin - Your role may need elevated permissions

When to Escalate: If you believe you should have access to a page but it's not available, contact your account administrator to review your role and permissions.

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Vehicle Management Issues

Vehicle Not Appearing in List

Symptoms:

• Recently added vehicle not showing in Vehicles page
• Can't find a specific vehicle by searching
• Vehicle count seems lower than expected

Possible Causes:

• Wrong subaccount selected
• Vehicle assigned to different subaccount
• Search filter too restrictive
• Status filter hiding the vehicle

Solutions:

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Vehicle Status Stuck or Not Updating

Symptoms:

• Vehicle shows "Offline" but IoT device is working
• Status changed but map/list doesn't reflect it
• "In Use" status remains after ride ended

Possible Causes:

• IoT communication delay
• Cache showing old data
• System processing backlog
• IoT device disconnected

Solutions:

1. Wait 5 minutes - Status updates can take time to propagate
2. Hard refresh - Ctrl+Shift+R to force fresh data
3. Check IoT device - Go to IoT Devices and verify the device is online
4. Send STATUS command - From vehicle detail page, send a status request
5. Check for active rides - A stuck ride can keep vehicle "In Use"
6. Manually end ride - If ride is stuck, end it from the Rides page

When to Escalate: If vehicle status is consistently wrong for more than 30 minutes, contact support with the vehicle ID and IMEI.

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Cannot Lock or Unlock Vehicle

Symptoms:

• Lock/Unlock button clicks but nothing happens
• "Command failed" error message
• Vehicle remains in opposite state

Possible Causes:

• Incorrect IoT password configured
• Vehicle offline/out of coverage
• Command timeout
• Device firmware issue

Solutions:

See IoT Troubleshooting for more detailed device-specific solutions.

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Ride Management Issues

Ride Cannot Be Ended

Symptoms:

• "End Ride" button doesn't work
• Error when trying to complete ride
• Ride remains active indefinitely

Possible Causes:

• Vehicle outside service area
• Vehicle in no-parking zone
• Payment processing issue
• System error

Solutions:

1. Check vehicle location - Ensure vehicle is in a valid parking zone
2. Check for zone violations - Vehicle may be in a no-parking zone
3. End from dashboard - Operators can force-end rides from the Rides page
4. Check customer balance - Payment failures can block ride completion
5. Use admin override - From ride detail page, use force-end option

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Ride Shows Wrong Duration or Distance

Symptoms:

• Duration seems too long/short
• Distance doesn't match route
• Pause time not calculated correctly

Possible Causes:

• GPS signal issues during ride
• Clock synchronization problems
• Pause state not tracked correctly

Solutions:

1. Review ride timeline - Open ride details and check the event log
2. Compare to GPS trail - View the route map for actual path traveled
3. Check pause periods - Verify pause start/end times in timeline
4. Issue refund if needed - If customer was overcharged, process wallet credit
5. Report data issue - If consistently wrong, report to support for investigation

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Active Rides Not Showing

Symptoms:

• Dashboard shows 0 active rides but rides are happening
• Rides missing from the list
• Can't find specific active ride

Possible Causes:

• Filter set to "Completed" instead of "Active"
• Wrong subaccount selected
• Ride already ended
• Search filter too restrictive

Solutions:

1. Set filter to "Active" - Change the status filter on the Rides page
2. Check subaccount - Verify you're viewing the correct location
3. Clear search - Remove any search terms
4. Refresh page - New rides may not appear until refresh
5. Check vehicle directly - Go to the vehicle page to see if it has an active ride

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Zone and Map Issues

Zones Not Displaying on Map

Symptoms:

• Map shows vehicles but no zone boundaries
• Zone colors/shading missing
• Can't see service area outlines

Possible Causes:

• Zone layer toggled off
• Browser rendering issue
• Zones not yet created for subaccount

Solutions:

1. Toggle zone layer - Look for a layers button on the map to enable zones
2. Zoom in/out - Some zones only appear at certain zoom levels
3. Refresh map - Hard refresh the page to reload map tiles
4. Check zone list - Go to Zones page to verify zones exist
5. Try different browser - Map rendering varies by browser

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Zone Drawing Tool Not Working

Symptoms:

• Can't draw polygon points on map
• Drawing tool doesn't appear
• Zone won't save after drawing

Possible Causes:

• Browser compatibility issue
• Permissions not allowing edit
• Incomplete polygon

Solutions:

1. Use Chrome - The drawing tool works best in Chrome
2. Complete the polygon - You must close the shape by clicking the first point
3. Check permissions - Zone editing requires Admin or Fleet Manager role
4. Disable browser extensions - Some extensions block map interactions
5. Try zooming in - Drawing works better at higher zoom levels

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Customer Issues

Customer Not Receiving Emails/Notifications

Symptoms:

• Customer says they didn't get password reset
• Ride receipts not being delivered
• Promotional emails not arriving

Possible Causes:

• Emails going to spam
• Invalid email address in profile
• Email bouncing
• Customer opted out of notifications

Solutions:

1. Verify email address - Check the customer profile for typos
2. Check notification preferences - Customer may have disabled certain notifications
3. Have customer check spam - Most common cause of "missing" emails
4. Review email logs - Contact support to check if emails were sent
5. Update email address - If email is bouncing, have customer provide new address

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Customer Cannot Start Ride

Symptoms:

• Customer reports error when scanning QR code
• App says "Vehicle unavailable"
• Customer balance appears sufficient but ride won't start

Possible Causes:

• Wallet balance below minimum
• Customer account blocked
• Vehicle not in "Available" status
• Identity verification required

Solutions:

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Reporting and Export Issues

Reports Not Generating

Symptoms:

• Export button doesn't produce file
• Report shows empty or partial data
• Export times out

Possible Causes:

• Too large a date range
• No data matches filters
• Browser blocking download

Solutions:

1. Reduce date range - Try exporting smaller time periods
2. Check filters - Ensure filters aren't excluding all data
3. Check browser settings - Allow downloads from the dashboard domain
4. Try different format - If CSV fails, try Excel format or vice versa
5. Contact support - For large exports, support can generate manually

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Data Discrepancies Between Pages

Symptoms:

• Dashboard shows different numbers than Reports
• Ride count doesn't match Analytics
• Revenue totals vary by page

Possible Causes:

• Different date ranges selected
• Filters applied on one page but not other
• Different calculation methods
• Cache showing old data on one page

Solutions:

1. Match date ranges exactly - Ensure both pages use identical date filters
2. Clear all filters - Remove any status or category filters
3. Refresh both pages - Get fresh data on both
4. Understand the metrics - Some metrics count differently (e.g., started vs. completed rides)
5. Check subaccount - Ensure same subaccount is selected

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Performance Issues

Dashboard Running Slowly

Symptoms:

• Long load times on all pages
• Actions take several seconds to complete
• Frequent timeouts or errors

Possible Causes:

• Slow internet connection
• Browser using too much memory
• Many browser tabs open
• Large dataset being processed

Solutions:

1. Close unused tabs - Free up browser memory
2. Restart browser - Clear accumulated memory usage
3. Check internet speed - Run speedtest.net to verify connection
4. Use wired connection - More stable than WiFi
5. Try different browser - Chrome typically performs best
6. Clear browser cache - Old cached files can cause slowdowns

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General Troubleshooting Tips

Before Contacting Support

Try these steps for any issue:

1. Refresh the page - Solves many transient issues
2. Clear cache - Remove old cached data
3. Try incognito mode - Rule out extension/cache issues
4. Try different browser - Rule out browser-specific bugs
5. Check your permissions - Some features require specific roles
6. Review recent changes - Did you change any settings recently?

When Contacting Support

Include this information for faster resolution:

• Your email address - For account identification
• Subaccount name - Which location/fleet you're working with
• Steps to reproduce - What you did before the error
• Error messages - Exact text of any error messages
• Screenshots - Visual evidence of the problem
• Browser and OS - Chrome on Windows, Safari on Mac, etc.
• Time of occurrence - When the issue happened

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