TROUBLESHOOTING Q&A

The following chart is to be used as a guide in to help resolve Issues with the FuelCloud
System. For further assistance contact the FuelCloud support team at
support@fuelcloud.com or 844-792-6071.

HARDWARE
Problem/Issue Cause Inspection Point Correction
LCD Screen Power 1. SD Card not 1. CloudBox Circuit 1. Replace Micro SD
Cycling seated or broken. board-SD Card card. Check FW
housing version.

Wi-Fi network not 1. Wi-Fi Antenna 1. CloudBox Circuit 1. Reconnect Wi-Fi

displayed phone or disconnected. board. Wi-Fi antenna.
tablet. 2. Wi-Fi Signal connection. 2. Check installation
obstruction 2. Check for any location. FC can
3. SD card not concrete provide a longer
seated. barricades, Metal Wi-Fi antenna to
enclosure at extend network.
installation
location.
No power to 1. AC/DC switch 1. CloudBox Circuit 1. Switch to
CloudBox position Board LED D9 & corresponding
2. Wiring error LCD Screen. power supply.
2. Check power 2. Make sure power
source and wiring is wired correctly
guide to the box.

Invalid CloudLink ID 1. CloudLink ID 1. CloudLink ID 1. Verify website

board not set Board on bottom setting matched
properly. left of CL board. ID board.
No pulses being 1. Incorrect pulser 1. CloudBox Circuit 1. Check installation
recorded. wiring. board wiring. wiring guide.
2. Unsupported 2. CloudBox
pulser installation guide.


APP
Problem/Issue Cause Inspection Point Correction
Tanks Offline 1. Device is not 1. Go to device Wi- 1. Forget network
(Greyed out) connected to the Fi settings and and reconnect. If
FuelCloud Wi-Fi. connect to network is not
2. Smart Network FuelCloud Wi-Fi. displayed check
Switch is turned 2. Turn Off Smart hardware.
on, on Android Network Switch 2. Turn off Smart
device. so the device will Network Switch in
3. Network carrier not disconnect device settings.
issue. from FC Wi-Fi. 3. Contact service
3. Service bars on provider.
tablet/phone.
Drivers or Vehicles 1. Not mapped to 1. Website 1. Check Tank
not showing up for tanks on the settings and verify
selection. website. Vehicles and
drivers are
selected.
App returns to Tank 1. Dated FW version 1. App 1. Update Firmware
Screen using Admin PIN
unexpectedly.
App closes 2. App crash/bug 2. App 2. Check with
unexpectedly and FuelCloud
returns to Support team.
phone/tablet home
screen.
Driver cannot PIN 1. Driver not setup 1. Website 1. Add driver to
in to fuel 2. Driver deactivated 2. Website FuelCloud
website.
2. Verify driver is
active on website.
Jobber cannot PIN 1. Jobber not setup 1. Website 1. Add Jobber code
into FuelCloud to FuelCloud
online account.
Quantity on the app 1. Incorrect K-Factor 1. Website 1. Verify the K-
doesn’t match the set up 2. CloudBox LCD Factor is set up
meter at the site. 2. Dated Firmware correctly based on
the pulser.
2. Verify the
customer is on the
newest FW Build.


WEBSITE
Problem/Issue Cause Inspection Point Correction
Inaccurate 1. Tank Dimensions 1. Website 1. Go to Tank
inventory alerts are not accurate Settings and
adjust
shape/dimensions
Cannot use an 1. Need to add 1. Website 1. Delete CloudLink
existing CloudLink CloudLinks as device from
Device new device. devices and add
again as new
device.
Expired 1. Invalid/Expired 1. Website 1. Go to ‘Account
Subscription Credit Card. Settings/billing’
update card
information.
User does not have 1. User role restricts 1. Website 1. Go to ‘Account-
access to account access or Users’. Verify
Add/Remove changes. status is Admin or
Drivers and Observer. Note
Vehicles observers have
view only
privileges.