Vehicles and drivers
Why is a unit not showing in the driver score report for Fleet Pro?
This typically happens when a technician is not assigned to a vehicle. For the driver scorecard to populate, a technician must be assigned to a vehicle. If a technician is already assigned and you still don't see a score, unassign and reassign them to troubleshoot.
Why are vehicle data (make, model, and year) not syncing or editable in Fleet Pro?
The GPS device pulls the year, make, and model when it's first connected, based on the VIN reading. If this is not successfully pulled, unplug and replug the device to troubleshoot.
How can I update odometer readings for multiple vehicles with Fleet Pro?
You can manually edit the odometer individually on the vehicle card. After the odometer is entered, the odometer value continually updates based on how far the vehicle has traveled.
GPS and tracking
How can I prevent Fleet Pro devices from going offline?
Ensure the GPS device is securely connected to the vehicle's power source. Loose or damaged OBD-II or hardwired connections are the most common cause of disconnections.
Why can't I see the live map or why are some buttons disabled in Fleet Pro?
Permission issue: Confirm you have the correct role assigned to your ServiceTitan account. Certain map and administrator controls are only available to managers or administrators.
Browser or app issue: Clear cache, refresh, or use the mobile app if the web map is unresponsive.
Device issue: If only certain vehicles don't show, their trackers may be offline or out of coverage.
How long should we wait for a newly installed GPS device to appear in Fleet Pro?
Typically, devices appear within 15–30 minutes after they're installed and powered. Allow up to 24 hours for syncing, especially if the vehicle hasn't been driven. Escalate to Technical Support if the unit has not appeared after 24 hours of normal driving.
Can I track the real-time location of technicians in Fleet Pro?
Yes, as long as they're assigned a vehicle with an active GPS unit. Updates are usually every 1–2 minutes depending on the device and network.
How do I pull reports showing unplugged and replugged tracking devices in Fleet Pro?
Go to the Vehicle Data screen in Fleet Pro to see the last connected timestamp of each device. Also check the Device Health tab to see the last timestamps of AI cameras.
How can I order and install new GPS units for Fleet Pro?
Contact your Pro account manager to order a new GPS unit or camera.
How can I set up truck maintenance reminders in Fleet Pro?
Go to Maintenance > Reminders in Fleet Pro.
Set rules by mileage, engine hours, or time intervals. For example, Oil change every 7,500 miles.
Link each vehicle so reminders automatically trigger based on telematics data.
How can I add a new GPS and camera and update driver and vehicle information in Fleet Pro?
In Fleet Pro, go to Assets > Add Vehicle/Device then select GPS or Camera Type.
Enter the VIN, license plate, and assign a driver.
Update driver profiles in People > Drivers to ensure accurate pairing with vehicles.
Live video and cameras
Why are my Fleet Pro video requests stuck in Pending status?
Weak or no connectivity: The camera device must be online with strong LTE coverage to upload requested footage. If the vehicle is parked in a poor-signal area, like a garage or tunnel, the request may stay pending until coverage improves.
Device busy: If the camera is currently recording or processing an event, such as an active incident, video uploads may be delayed.
Sometimes the video stays in Pending status because the camera does not receive the request. In this case, you can delete the request and resubmit it again to troubleshoot.
How can I request crash footage in Fleet Pro if the camera is damaged?
Contact Technical Support to request video retrieval. They may be able to extract stored clips from the cloud if the camera uploaded them before losing power. You can also retrieve footage from the Camera SD card by removing it from the camera.
Keep in mind:
If the camera itself is damaged or disconnected at the time of the crash, footage cannot be retrieved from the device.
If the device was intact until the crash moment, footage prior to the damage may still be retrievable.
How do I replace a broken Fleet Pro camera?
Reach out to your Pro product specialist. They can help ship out a replacement.
How can I successfully request a 10-minute video for Fleet Pro?
Ensure the vehicle was powered on during the timeframe. Cameras typically only record when the ignition is on.
Keep request lengths to 10 minutes or less per clip. Longer requests may fail.
Break longer events into multiple requests if necessary.
How long should video retrieval take in Fleet Pro, and what if it doesn't appear?
In poor coverage areas, the upload may take up to 24 hours until the vehicle regains strong LTE. If the request hasn't appeared after 24 hours, escalate to Technical Support with the request ID, vehicle details, and timestamp.
Errors and troubleshooting
Why is Fleet Pro hardware not working after installation?
Check installation: Ensure the GPS and camera device are firmly plugged into the OBD-II port or hardwired harness. Loose or partial connections are the number one issue.
Power check: Make sure the vehicle ignition is on. Devices typically activate only with power.
Activation delay: Allow 15–30 minutes for new devices to register on the platform.
Device compatibility: Ensure the hardware model is approved for your Fleet Pro account.
If all steps fail, perform a reset if the device supports it, or escalate to Technical Support with the device ID.
How can I escalate recurring hardware errors with Fleet Pro?
Document the recurring issue. Include screenshots, timestamps, and vehicle and device IDs.
If the errors are affecting multiple vehicles, escalate as a fleet-wide case for faster priority handling.
For urgent safety-impacting issues, like crash video loss, contact Technical Support for immediate escalation.
Setup and account access
Where can I find Fleet Pro pricing?
Reach out to your customer success manager (CSM) or Pro product specialist for assistance with pricing.
How can I order new trackers for my account with Fleet Pro?
Reach out to your Pro account manager to order new hardware.
How can I add or remove vehicles from Fleet Pro?
All GPS devices need to have a vehicle assigned to them. You cannot remove a vehicle from Fleet Pro. For example, if you ordered 10 GPS devices, you will see those 10 GPS device serial numbers within Fleet Pro.
Who should I contact for hardware order status for Fleet Pro?
Reach out to your Pro account manager or Pro product specialist for a hardware order status.
Alerts and notifications
What does the Unauthorized Usage alert track in Fleet Pro?
This alert notifies you when a vehicle is used outside approved hours, geofences, or by unassigned drivers. Common triggers include:
Driving outside of business hours
Movement without an assigned driver signed in
Vehicle operating outside its allowed geographic zone
This is designed to help prevent misuse, theft, or unauthorized personal use of company vehicles.
How can I enable email notifications for speeding alerts in Fleet Pro?
Go to Alerts > Speeding Alerts in Fleet Pro.
Select Notify via Email and enter the recipients, such as managers, safety officers, and so on.
Save and test by setting a temporary speed threshold to confirm emails are being sent.
Tip: Add multiple contacts so alerts don't get missed.
How can I assign specific alerts to the right drivers and vehicles in Fleet Pro?
In Alerts settings, choose whether an alert applies to:
All vehicles
A vehicle group, such as delivery trucks
Individual vehicles or drivers
Assign the alert by selecting the specific driver or vehicle profile. This ensures only the relevant person or team receives the notification.