Malfunction and Diagnostic Events

If you experience a diagnostic or malfunction issue, the error displays within the Hours of Service (HoS) tile in the Samsara Driver App. The following table describes the types of errors you might see and the steps to resolve them.

Diagnostic / Malfunction	Troubleshooting Steps	Resolution
Power Compliance (D) The Vehicle Gateway was unable to read the engine’s power status.	Make sure the Vehicle Gateway connection is established (LED indicator is solid green). Make sure the Vehicle Gateway cable is installed properly (see the Vehicle Gateway Hardware Compatibility Matrix for installation instructions for your cable model. If the event remains active, work with your fleet administrator to reset the Vehicle Gateway.	This event resolves automatically after 5 minutes. However, the event will trigger again if issues remain.
Power Compliance (M) The Vehicle Gateway recorded over 30 minutes of driving time without power in the last 24 hours.	Notify your fleet administrator of the event within 24 hours. Make sure the Vehicle Gateway connection is established (LED indicator is solid green). Make sure the Vehicle Gateway cable is installed properly (see the Vehicle Gateway Hardware Compatibility Matrix for installation instructions for your cable model. Wait 24 hours and verify whether the event is still active. If the event remains active, work with your fleet administrator to reset the Vehicle Gateway.	This event resolves after the total driving time without power drops below 30 minutes in the last 24 hours.
Engine Synchronization (D) The Vehicle Gateway was unable to read engine data such as the odometer or engine hours.	Make sure the Vehicle Gateway connection is established (LED indicator is solid green). Make sure the Vehicle Gateway cable is installed properly (see the Vehicle Gateway Hardware Compatibility Matrix for installation instructions for your cable model. If the event remains active, work with your fleet administrator to reset the Vehicle Gateway.	This event resolves automatically after 5 minutes. However, the event will trigger again if issues remain.
Engine Synchronization (M) The Vehicle Gateway recorded over 30 minutes of driving time without receiving engine data in the last 24 hours.	Notify your fleet administrator of the event within 24 hours. Make sure the Vehicle Gateway connection is established (LED indicator is solid green). Make sure the Vehicle Gateway cable is installed properly (see the Vehicle Gateway Hardware Compatibility Matrix for installation instructions for your cable model. Wait 24 hours and verify whether the event is still active. If the event remains active, work with your fleet administrator to reset the Vehicle Gateway.	This event resolves after the total time without required data elements drops below 30 minutes in the last 24 hours.
Timing (M) The Vehicle Gateway is out of sync with the global UTC clock by at least 10 minutes.	Notify your fleet administrator of the event within 24 hours. Verify that the time on the mobile phone is in sync with the global UTC clock and restart if not. For additional instructions, contact your fleet administrator. If not resolved, restart your mobile device If the event remains active, contact Samsara Support.	This event resolves when the device clock is synchronized with a trusted source of time.
Positioning (M) The Vehicle Gateway recorded over 60 minutes of driving time without receiving a location in the last 24 hours.	Notify your fleet administrator of the event within 24 hours. If the event remains active, contact Samsara Support.	This event resolves after the total time without location data drops below 60 minutes over the last 24-hour period
Data recording (M) ELD storage is full (mobile app or Vehicle Gateway).	Notify your fleet administrator of the event within 24 hours. Record paper logs until this malfunction is resolved. If the event remains active, contact Samsara Support.	This event resolves immediately when storage is available.
Missing required data elements (D) Location information was missing from a duty status change event.	Make sure the Vehicle Gateway connection is established (LED indicator is solid green). Make sure the Vehicle Gateway cable is installed properly (see the Vehicle Gateway Hardware Compatibility Matrix for installation instructions for your cable model. Review past duty status change records and ensure that a valid location is present. If assistance is needed in locating these records, please contact your fleet administrator.	This event resolves when all duty status change records have a valid location.
Unidentified Driving (D) The Vehicle Gateway recorded over 30 minutes of driving time without an assigned driver in the last 24 hours.	Claim unassigned driving segments via the Samsara Driver App. If there are unassigned segments that don’t belong to you, contact your fleet administrator to resolve this issue	This event resolves after the total unassigned time drops below 15 minutes for the last 7 days. When this condition is met, all other active Unidentified Driving events are resolved as well.
Data Transfer (D) Data transfer (email) failure has occurred in the past 7 days.	Notify your fleet administrator of the event within 24 hours.	This event resolves when the next data transfer test is successful.
Data Transfer (M) Data transfer (email) failure has occurred at least 3 times in the past 72 hours.	Notify your fleet administrator of the event within 24 hours.	This event resolves when the next data transfer test is successful.

To view errors in the Samsara Driver App:

1. For drivers in the United States, from the Hours of Service view, tap the error above the driving status to view error details. For drivers in Canada, from the Hours of Service view, tap D (diagnostic) or M (malfunction) to view error source.

   Top: United States; Bottom: Canada

   

   

2. Click Done to return to the Hours of Service view.

3. Resolve the issue using the recommendation in the table or contact your fleet administrator.