Troubleshooting-First Support
Resolve connection, Fleet Telemetry, data gaps, and command failures with symptom-driven guides.
Example: link failed, virtual key, no notifications, missing data
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Troubleshooting Documents
03
Data & Reports
Battery data, sessions, timeline, report interpretation
6 docs
Battery Data Looks Empty
Realtime/session/aggregate pipelines update at different times, which can look like gaps.
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Completed Session vs Current Session
Completed and in-progress sessions are stored and refreshed differently.
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Weekly Report Appears Late
Weekly reports depend on batch aggregation and can lag behind realtime views.
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How to Interpret SoH/CBR Metrics
Trend-based interpretation is safer than single-point interpretation.
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Timeline Address and Charging Cost Data
Address resolution and charging cost can appear later due to metadata update order.
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Session/Travel Share Link Issues
Use this checklist when share links fail to open or shared data is partially missing.
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Required Info Before Contact
Including these details will significantly reduce handling time.
- Vehicle identifier (VIN or last 6 digits)
- App version, OS version, and device model
- Issue timestamp (with time zone)
- Failed feature name, error text, and screenshots
- Exact reproduction steps