Information Required in Case of Issues with Van Gateways

In case of issues after the installation of a Van Gateway, here’s the information that can help to provide for fast and effective support. 

Describe the Issue Clearly

• What exactly is not working?
  (e.g., inventory updates, asset scanning, car battery issues, maps not showing, etc.)
• When did the problem start?
• Has the issue happened more than once?
• Is the issue happening in one vehicle or multiple ones?
• If it's a car malfunction, does the vehicle(s) had problems before?

Van Gateway Details

• Serial number(s) of the affected VAN Gateway(s)
• Scan code(s) of the Gateway(s)
• Is it a customer or demo gateway?
• Is the gateway installed as per the official guidelines?

Gateway Status and Indicators

• What is the status of the LED light on the gateway? (e.g., green, red, off)
• Has the gateway been activated in the SAP portal?
• Is there any visible hardware damage?
• Was the gateway powered off and on again? (If yes, for how long?)
• Are there BLE/Sensor Tags in the van? Are they visible in the system?

Car Information (for car malfunctions)

• Vehicle brand and model
• Vehicle identification (e.g., van number, license plate)
• Vehicle year
• Is the vehicle battery working properly? (Any recent battery issues or replacements?)
• If available, the vehicle error log from the repair shop
• HSN (from the vehicle registration document)
• TSN (from the vehicle registration document)
• Age of the car battery
• Photo of the car battery

Troubleshooting Steps Already Tried

• Have you tried rebooting the gateway?
• Have you tried using a different web browser or device for accessing the system?
• Any recent changes to the van, gateway, or system setup?
• Have you checked if the issue is reproducible in another van or with another gateway?
• Video Evidence:
  • Make one video in a single take.
  • Show these steps in order, if possible:
    1. Gateway is not connected. Vehicle runs without errors.
    2. Connect the gateway. The error appears.
    3. Disconnect the gateway. The error disappears.
    4. Connect the gateway again. The error appears again.

Contact and Access

• Who can be contacted for further troubleshooting?
• Is Hilti support allowed to access the account/data?
• What is the phone number and time to reach the contact person?