Troubleshooting: Unable to View Resource or Vehicle in BigChange

This article provides troubleshooting steps for users of BigChange who are unable to view a resource or vehicle on the map. Follow the steps below to diagnose and resolve the issue.

Unable to See a Resource on the Map

Step 1

1. Sign into BigChange.
2. Go to the Map and search for the relevant resource or vehicle.
   • If you CAN see the resource, proceed to the Restrictions section.
   • If you CANNOT see the resource, proceed to Step 2.

In most cases, the inability to view a resource or vehicle is due to web user restrictions. Occasionally, this may happen for other reasons; therefore, clearing the browser's cache or testing this behaviour on a different browser should be attempted.

Step 2

If you were initially searching by Resource on the map:

• Change the map view from Resource to Vehicle and search for the vehicle registration.
  • If you CAN see the vehicle, right-select it and choose 'Show Journey', then proceed to Step 3.
  • If you CANNOT see the vehicle, go to the "Cannot See a Vehicle on the Map" section.

Step 3

Look at the journeys.

• • Check if there is a resource showing against the journeys (Blue resource name).
    • If yes, proceed to Step 4.
    • If no, it may be one of the following:
      • The resource is not set up for tracking.
      • The resource is not fixed to the vehicle.
      • The resource has not selected the vehicle when signing into the BigChange application (therefore, the journeys are not associated with the resource).

Step 4

Is it the correct resource?

• • Check if the resource showing against the journeys is the resource you are looking for.
    • If yes, proceed to the Restrictions section.
    • If no, it may be one of the following:
      • The resource is not set up for tracking.
      • The resource is not fixed to the vehicle.
      • The resource has not selected the vehicle when signing into the BigChange application (therefore, the journeys are not associated with the resource).

Step 5

Select the resource and then choose 'Show Journey'.

• • Next to each journey, the vehicle being driven will be shown in blue. Is the vehicle shown correct?
    • If yes, proceed to the Restrictions section.
    • If no, go to the "Cannot See a Vehicle on the Map" section.

Cannot See a Vehicle on the Map

Check Vehicle Existence and Tracking

1. Check if the vehicle exists in the Admin settings for Vehicles.
   • If the vehicle exists, check that it has a tracking device assigned to it.
   • If the vehicle has a tracking device, check that the tracker is recording journeys.

For a vehicle to appear on the map, the tracker must record a journey (a journey is comprised of a 'Start' and 'Stop' event; without both, the system cannot draw a journey on the map).

Restrictions

• Select Account settings in the top menu.
• Select Settings.
• Select either Resources or Vehicles from the side menu.
• Add - edit
  
  • If you are unable to see the resource, log out of the site and log back in.

If logging out and logging in DOES NOT work:

• Ask another web user with the same role to try to replicate the behaviour.
• Clear the internet browser's cache, then try again.

Further Steps

• Go to the Account settings.
• Select Settings
• Select ACCOUNT
• Select Web users from the side menu
• Add-edit.
  • Check which role the user who is unable to see the resource/vehicle is set to (e.g. Admin, Manager).

• Select Roles from the side menu.
  
  • Check that the role the user is ticked to see 'View live resources and vehicles' position'.
    • If not, the user cannot view the vehicles. They need to contact their administrator to allow their access to be set up.
    • If this is already ticked, go to the next step.

• Select Restrictions from side menu.
  • Check that the user does not have any restrictions applied for the resources or vehicles they can see.
    • If the user has restrictions that mean they cannot see this resource OR the vehicle this resource is driving, the user needs to contact their administrator to gain access.

Remember that no tick in the Resource Group, Resource, Vehicle Group, or Vehicles columns means that the user can see everything in that column. As soon as one box is ticked, the user is restricted to seeing the ticked boxes only.

Unable to Resolve?

If after following the steps above you are unable to resolve the issue, contact the BigChange Support team and provide all of the triage steps you have completed.

Conclusion

By following these troubleshooting steps, you should be able to diagnose and resolve issues related to viewing resources or vehicles in BigChange. If the problem persists, do not hesitate to contact the BigChange Support team for further assistance.