Driver App · Troubleshooting

Use this guide to solve common issues while running routes in the driver app.

Quick checks

Before deep troubleshooting, verify:

1. Your session is active.
2. You have stable mobile or WiFi connectivity.
3. Location permissions are enabled.
4. Device date and time are automatic.

---

Common cases

Assigned route is not visible

1. Open Inicio and check Mis Rutas.
2. Open the Rutas tab and refresh.
3. Sign out and sign in again.
4. If it persists, ask admin to verify assignment.

I cannot start a trip

1. Ensure location permissions are always allowed.
2. Disable aggressive battery saver restrictions.
3. Retry from route detail.
4. If network error appears, switch connection and retry.

QR scan fails

1. Clean camera lens and improve light.
2. Ask passenger to increase screen brightness.
3. Verify the QR is the current passenger or dependent QR.
4. If repeated failures happen, use manual boarding and report it.

Boarding or alighting does not update

1. Confirm you are in an active trip.
2. Check Pasajeros a bordo status list.
3. Wait a few seconds for sync.
4. Reopen the screen to reload state.

Map location is not updating

1. Confirm device GPS is enabled.
2. Check data signal while moving.
3. Remove battery restrictions for the app.
4. Restart the app and confirm trip is still active.

---

Suggested response by message

• Error al aceptar la invitación: check connection and retry from Actividad.
• Error al enviar la invitación: validate email and retry.
• Session issues: sign out and sign in again.

---

When to escalate to support

Escalate when any of these happen:

• Route still missing after relogin and admin confirmation.
• No boarding events are registered during a full trip.
• Map location remains stale for several minutes with stable network.

When reporting, include route name, time, device model, and screenshot.

Next step

Return to Overview or review Route operations.