User Troubleshooting

Common operational issues and actions

Symptom	Likely cause	Operator action	Escalation trigger
No live weight updates	TruConnect disconnected or wrong input source	Check TruConnect running state and input source mapping	Escalate if no data after restart/config check
Cannot create weighing	Missing role permission or station context	Re-login and verify role + station assignment	Escalate when role appears correct but API still rejects
Scale test does not complete	Temporary service interruption	Retry once and capture the exact response	Escalate with trace/request ID and timestamp
Invoice not moving to paid	Callback delay or pending payment	Check payment prompt completion and retry status check	Escalate if still pending beyond SLA
Payment status not accepted	Missing required reference parameter	Re-open invoice and confirm reference fields	Escalate to technical team for endpoint behaviour
Case not closing after compliant reweigh	Missing payment/memo/reweigh linkage	Verify every prerequisite object is present	Escalate when all prerequisites are complete

Quick diagnosis by module

Weighing

1. Confirm scale connection.
2. Confirm station and shift context.
3. Confirm vehicle metadata is valid.

Case and prosecution

1. Confirm case exists and status is correct.
2. Confirm prosecution record is linked.
3. Confirm invoice exists before settlement attempt.

Payments and receipts

1. Confirm payment prompt reached user.
2. Confirm success modal displayed.
3. Confirm receipt record exists in receipts page.

Escalation package (always include)

1. Screenshot of failing screen/modal.
2. Module name and exact action performed.
3. Station, user, and timestamp (UTC).
4. Request/correlation/trace ID from response where available.
5. Last successful step before failure.