Troubleshooting Guide

Truck Won't Sync

If your truck suddenly can't sync after working fine then these troubleshooting steps may help.

  1. Open a web browser on the truck and try to load a web page. If the web page loads it means the network to the truck is okay so the problem is likely on the server end. Skip to step 3. But if the web page does not load, it is likely the network to the truck has issues, so continue to the next step.
  2. You likely have a network switch or router in the truck. Try power-cycling it (turn it off for 15 seconds and then turn it back on). Wait a minute or two and try syncing again. If the truck does not sync at this point, contact the third party who is responsible for your network.
  3. Check to see if Fusion Server is running, either by checking the server itself if you have access to it or by connecting with Fusion Client. If it is not running, launch it and then try syncing again. Otherwise, go to the next step.
  4. In Fusion Server's Task Bar window, there is a button that will either say Stop New Connections or Allow Connections. If it says "Allow Connections" then click it so it says "Stop New Connections" and try syncing again. If syncing still doesn't work, go to the next step.
  5. Using Fusion Client, open the Preferences window and navigate to the Synchronization section. Make sure the Allow truck to synchronize checkbox is on and that the port is set to 19820 and then try syncing again. If it still doesn't work, go to the next step.
  6. Look at the IP address showing in Fusion Server's Task Bar window. Make sure the same address is showing in Fusion Truck, either in the Full Sync window or in the truck's Preferences window. Try syncing again. If it still fails, go to the next step.
  7. If you are still unable to sync after trying the above, contact us for help.

Client Won't Connect

If Fusion Client won't connect after working fine, try these steps.

  1. Open a web browser on your computer and try to load a web page. If the web page loads it means the network to your computer is okay so the problem is likely on the server end. Skip to step 3. But if the web page does not load, it is likely the network to your computer has issues, so continue to the next step.
  2. If you know where the network switch or router your computer connects to is, try power-cycling it (turn it off for 15 seconds and then turn it back on). Wait a minute or two and try connecting again. If Fusion Client still can't connect, contact the third party who is responsible for your network.
  3. Check to see if Fusion Server is running. If it is not running, launch it and then try launching Fusion Client again. Otherwise, go to the next step.
  4. In Fusion Server's Task Bar window, there is a button that will either say Stop New Connections or Allow Connections. If it says "Allow Connections" then click it so it says "Stop New Connections" and try launching Fusion Client again. If it still doesn't work, go to the next step.
  5. If you are still unable to connect with Fusion Client after trying the above, contact us for help.

Auto Upgrade Fails

Fusion uses a robust system for automatically upgrading Fusion Client and Fusion Truck, explained in our Upgrading Fusion, Upgrading Fusion Client, and Upgrading Fusion Truck documentation topics. However, if it fails, do the following:

  1. Don't waste time trying the auto-upgrade multiple times. Simply launch Fusion Installer and install the upgrade from there. See the Fusion Installer topic in our resource guide for more detailed instructions.
  2. If upgrading still fails after trying the above, contact us for help.

Peripheral Issues

If you are having issues with peripherals which connect to Fusion such as scale heads, tag readers, and sorting gates, please review the relevant information in our Resource Guide to ensure they've been set up correctly. Usually this will be in one of the installation sections.

If you are still unable to resolve the issue, please contact the third party responsible for installing and setting up the peripheral. If you are unsure who this is, contact us for direction.

Other Issues

For other issues, please contact us and we will either help you resolve the issue or direct you to the appropriate third party as needed. If you encountered an error, please take a picture of the entire screen including the error. The exact error message along with the added context of the rest of the screen is often helpful. If the issue has occurred multiple times, an idea of what action or pattern of actions which cause the issue to occur will be helpful.

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