FAQs

Q How often does my map data update?

Device data is automatically updated based on your system preferences. Typically, a user's map will refresh every minute however, the map automatically updates when an alarm reaches the tracking server

Q. Why are Devices not visible on my map?

There are several situations which might lead to devices not being visible on your map, the most common are:

1. A device has not yet transmitted points.  As device that is registered but not yet reporting will appear in the Settings pages button on the map.       
2. An unregistered device.  In addition to being properly configured to report to the tracking platform, a device must be formally registered by ESN or IMEI.  If you are unable to find your device listed in the My Fleet section of the system Settings then you should contact support to confirm the device registration.       
3. Device Powered off or filtered from map. Users may choose to filter their map to display only device in a certain state (Active, Inactive, Alarm etc).  To check if you map is filtered check the bottom taskbar and if the "F" icon is illuminated in yellow Filters are being employed.        
4. Permissions incorrectly set.  If devices are properly transmitting and have been activated then it is possible that your administrator has set Access rights incorrectly.  Please contact your system Administrator.

Q. Why do I not receive e-mail Alerts?

1. E-mail notifications may not be turned on. A device must have a notifications enabled in order to receive alarms.  These settings can be viewed by editing a device from the My Fleet page in the system Settings.       
2. Incorrect e-mail address in notification list.  Ensure that your e-mail address is correctly inputted into a selected Notification list for the device.              
3. Spam-filters.  If you, your company or ISP employ a spam filter, ensure that troocorp.com is an approved ("white listed") sender.

Q. What does the hollow red circle mean when I view Trips?

 Indicates multiple points being recorded at one position.

Q. Why do I not receive alerts on my Map?

1. You map may be disconnected from the tracking server.  If your internet connection drops even momentarily, your connection to the tracking server may be severed; if you become disconnected from the server the map will indicate disconnected in the pop window on the map. If your map does not automatically reconnect you may need to close and restart your browser, logging into the tracking server again.      
2. Internet connection down.  The tracking server draws all new device data and un-cached map data from the server.  Situations where your internet connection goes down, no new map data can be accessed however data already on screen should remain. 
3 Firewall blocking communication.  If device information is updating but alarms are delayed or not visible on the map than it is possible that firewalls are interfering.  Port 80 (standard internet port) and port 9376 are used by the application to retrieve data.  Port 9376 specifically provides access to real-time device updates including alarms.  Delayed alarms may indicate a blocked port 9376.
4. Device is not configured to alarm or require confirmation.  In the system settings, device alarms can be turned off.  Verify configuration setting to ensure they are as desired.

Q. Can I add Points to my map?

Yes, by creating a landmark layer in the system Settings your can then add points, circles, rectangle and polygons to the map.

Q. When I login I get a "blocked, too many attempts" error, how do I unblock my account?

1. Wait 30 minutes and try logging in again.  If you password does not work contact a system Administrator        
2. If you cannot wait for the account to be automatically unlocked than you should contact technical support to have your ID unblocked.

Q. Can I access my map data over a secure connection?

Yes, all sites enforce SSL encryption for logins.  If you wish your entire tracking session to be encrypted, you may choose to enable secure map rendering as a preference.

Q. Can I add custom data to the map?

Yes, Users can add interactive data layers via the Landmarks application or for users with large or complex datasets; troo GIS staff can import data for them.

Q. What Browsers are supported by the map?

trootrack can be used on almost any browser and hardware that support the Adobe Flash player. Performance and support are guaranteed for the latest stable builds of Internet Explorer and FireFox.  Users experiencing difficulty accessing the system are encouraged to use a supported browser.

Q. What are the system requirements for running the Application?

trootrack is built to be a light weight web application and as such most Pentium Class internet connected computers can run the application without trouble.  The recommended minimum system configuration is as follows:

*Pentium Class PC (500mhz+)

*Internet Browser with Adobe Flash 9 or greater installed.

*Mouse or Compatible pointing device

*Minimum of 256 MB of available RAM

*Functioning Internet Connection with 128kbps or greater throughput