Frequently asked questions
Why can't I see or use a feature?
It is usually because of your user permission, your company's package, or how the feature and machine are configured.
Your user permission
Some menus and actions are only displayed to users with the required permission. Owners and Administrators see the same main menu. Users do not have the Alerts or Administrator menu options.
Other administrative actions may also require the Owner or Administrator role.
Your company's package
Some features are only included in a particular package. For example, Service requires the Pro package. Ask your company's Owner, Administrator or Support to confirm which package the company has if a feature is missing.
The machine's connection and configuration
Some features require the machine to be connected with the correct telematics device or integration. They may also depend on an enabled setting, signal or other configuration.
Available machine data
A feature may be visible but contain no information if Machines has not received the data it uses. Companies without data see the same interface, but the tabs do not contain any information.
What should I check first?
Check that:
you are signed in to the correct user account
you have the user permission required by the feature
your company's package includes the feature
the machine is connected and sends the data required by the feature
the required hardware, integration or setting is enabled
If your user permission was changed recently, sign out and then sign in again before the change takes effect.
Who can check my permission and the company's package?
Ask your company's Owner or Administrator to check your user permission. They can also help determine whether the feature is available to the company.
If the company's package is unclear, or the feature is still missing or unavailable, contact Support.
What should I send to Support?
Send:
the company name
the name of the feature or menu
the machine name or internal ID, if the issue concerns a particular machine
the date and time when the issue occurred
a screenshot of what you see
a short description of what you tried to do and what you expected to happen
Never include passwords or authentication credentials in a support message.