Troubleshooting Incorrect Tracking Information

Follow these steps to troubleshoot tracking data that appears incorrect or outdated.

Details

If tracking appears to be pulling incorrect or outdated information, follow the steps below:

1. Check for Duplicated Loads

   • Review the load audit to confirm whether the load was duplicated.

   • Duplicated loads may carry over manually entered fields (e.g., Vessel ETA, SSL), which override automatic tracking.

   • If overridden, tracking will not auto-update—you must manually correct the data.

2. Verify Against Terminal or SSL Sources

   • Compare the tracking information in our system with the data displayed on the terminal/rail and SSL websites.

   • If there’s a mismatch, please capture screenshots and send them to our support team for investigation.

   • Example: PNCT Vessel ETA is pulled from the SSL site when not listed on the terminal’s website.