Why Is My Driver's GPS Location Not Tracking?

Why Is My Driver's GPS Location Not Tracking?

Why Is My Driver's GPS Location Not Tracking?

Before You Use This Article

  • Access needed: Load Manager login and permission to use this screen, report, setting, or workflow.
  • Use this article when: you are using this exact Load Manager feature and have the access listed above.
  • Use a different article when: you are choosing a full setup path for your company instead of using one reference article; start with Freight Brokers, Carriers, Owner-Operators, and Trucking Companies, or Dispatch Services.

Use this article when a dispatched driver's GPS location is not updating in Load Manager. GPS tracking depends on the dispatch method, the driver's phone settings, the load status, and the most recent GPS update received by Load Manager.

Before You Start

The same troubleshooting steps apply across Load Manager TMS types, but the driver record may be selected in a different place depending on your account type.

  • companies that broker freight: The driver may be listed as a carrier contact on the carrier assigned to the load.
  • companies that dispatch for carriers: The driver may be listed as a carrier contact on the carrier assigned to the load.
  • companies that run trucks: The driver is usually selected from the Driver tab instead of a Carrier tab.

Before troubleshooting, confirm the load was dispatched through the tracking method your company uses, such as the Mobile App, Driver Web App, Web App with MacroPoint, MacroPoint, Trucker Tools, or another enabled tracking integration.

Check the GPS Tracking Status

  1. Go to All Loads >> GPS Tracking.
  2. Open the Load List tab.
  3. Find the load and review the Tracking, Location, and Last Update columns.
  4. Click Map to open the map view for that load.

Load Manager screen example
Customer-specific company names, contacts, addresses, account numbers, and phone/email details are omitted from this public help article.

What the Tracking Status Means

  • Tracking: Load Manager has received a recent GPS update for the load.
  • Tracking Paused: The load is eligible for tracking, but Load Manager has not received a recent GPS update.
  • Waiting on Driver App Install: The load is waiting for the driver to install or activate the mobile app workflow.
  • Invalid Load Status: The load is not in a status that is active for mobile tracking.
  • Tracking Completed: Tracking has ended for the load.
  • Delivered Early or Interrupted: Tracking ended earlier than expected or stopped before the expected delivery window.

Common Reasons GPS Is Not Updating

The Driver Has Not Installed or Opened the Mobile App

If you dispatched the load using the Mobile App option, the driver must have the mobile app installed and must allow the app to use location services.

  1. Ask the driver to confirm the Locate My Freight app is installed.
  2. Ask the driver to open the app and confirm the dispatched load is available.
  3. If needed, resend the Mobile Dispatch message from the load.

Location Services Are Turned Off

The driver's phone must allow location access before GPS updates can be sent.

  1. Ask the driver to open the phone's location settings.
  2. Confirm location services are turned on.
  3. For iPhone, confirm Precise Location is allowed when available.
  4. For Android, confirm location accuracy is enabled when available.

The App or Browser Does Not Have Location Permission

The required permission depends on how the load was dispatched.

  • For Mobile App dispatches, confirm the phone allows location access for the Locate My Freight app.
  • For Driver Web App dispatches, confirm the phone browser allows location access for the Driver Web App page.
  • For MacroPoint or Trucker Tools dispatches, confirm the driver's phone number is correct and the driver has completed the provider's tracking request or consent workflow.

The Tracking Request Was Not Sent to the Correct Driver Phone

GPS tracking usually depends on the driver's cell phone number. If the wrong number is selected on the load, the driver may not receive the tracking request or may not be able to activate tracking.

  1. Open the load.
  2. Review the driver or carrier contact selected for the dispatch.
  3. Confirm the driver's cell phone number is correct.
  4. Resend the dispatch or tracking request after correcting the phone number.

The Phone Does Not Have a Stable Data Connection

GPS updates need a working cellular or internet connection.

  1. Ask the driver to open a web page or send a message from the phone.
  2. If the phone has weak service, ask the driver to try again when they have a better signal.
  3. Refresh the GPS Tracking screen after the driver confirms the phone is connected.

The Load Status Is Not Active for Tracking

If the load status is not allowed for mobile tracking, the GPS Tracking screen may show Invalid Load Status.

  1. Open the load and review the current load status.
  2. Go to Settings >> Load Status.
  3. Confirm the status is allowed for the mobile workflow you use.
  4. Save any changes, then recheck the load.

Tracking Has Reached a Stop Status

Your Configuration Options can include a status that stops mobile GPS tracking. If the load reaches that status, Load Manager may stop recording new GPS updates for that load.

  1. Go to Settings >> Configuration Options.
  2. Review the mobile tracking stop status setting.
  3. Confirm the load has not already reached a status that ends tracking.

No New GPS Point Has Been Received Yet

Load Manager uses the GPS update interval configured for your system. If a driver has just sent or enabled GPS tracking, the map may not show a new point until a new GPS update is received.

  1. Review the Last Update time on the GPS Tracking Load List.
  2. Ask the driver to send or resume location from the app or web app.
  3. Wait for the next update interval, then refresh the GPS Tracking screen.

Check the Load Screen

The load screen can also help confirm whether Load Manager has received GPS data for the load.

  1. Open the load.
  2. Look near the top of the load for the driver location area.
  3. If Load Manager has received a GPS point, review the last location, the time received, and the estimated delivery information.
  4. If the load shows No GPS Data Found, continue checking the dispatch method, driver phone number, phone permissions, and load status.

What to Send Support

If the GPS location still does not update, contact Load Manager Support and include:

  • The load number.
  • The driver or carrier name.
  • The dispatch method used: Mobile App, Driver Web App, MacroPoint, or another tracking option.
  • The tracking status shown in All Loads >> GPS Tracking.
  • The driver's phone type, if known.
  • Any error message the driver sees.

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