Frequently Asked Questions
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In this section we try to answer some of the most common problems and queries. General and Vehicle Tracking Questions Lone Worker Unit Questions
If you feel that your question hasn't been answered here please contact us directly.
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Can you define idle and standing time?
Idle time is logged by the system when the engine is running, but not moving anywhere. Idling is recorded by the onboard vehicle TCU, this is then shown on the idling report produced by the software. Standing time starts being logged once the vehicle's ignition has been turned off and the vehicle has been standing for 5 minutes or longer. This is again set at a 5 minute default and is designed to only report when the vehicle is stationary.
Why can I contact some vehicles and not others?
Because the Telematics system transmits its data via the GSM/GPRS network, if the vehicle is in an area with a poor GSM signalit may take several attempts to get through. This is not a major problem as the box will store up to 200,000 locations giving it about 7-14 days between each download.
Why can't I contact any of my vehicles?
The main cause of this problem is to do with the modem not being activated within STACC, to check whether this is the case on your machine, go to view and select modem status from the drop down box. You should then see 1, 2, 3 or 4 com port boxes, one of these should be ticked and showing binary and awaiting call request. If this window is not showing the above, systematically tick each box until you see the words binary and awaiting call request, once this has happened, close the view modem status window. Then click on 'file save', you should now be able to call all of the vehicles. If you are not using a GSM modem based system contact Safetrac Solutions here.
When I spot poll a vehicle do I get any other information?
Spot calling a vehicle will not only update your software with the vehicles latest position, but will also download all other vehicle information since the vehicle was last called.
When I send a message to a vehicle should I use SMS or Data?
How you send messages to vehicles is entirely up to you, however if you send a message via SMS it will be instantly delivered to the Vehicles in cab messaging system. Each time this operation is performed you are charged a Standard SMS Charge. However if you decide to send the message via a data call this will be sent to the vehicle either on its next scheduled call or when you can decide to do a spot poll.
If I shut down the STACC software will it still call my vehicles?
The STACC software is designed to be left running in the background and never switched off. However if you have a power failure or the software is accidentally switched off, just restart the application and immediately call all of your vehicles.
How accurate is the position on the map?
The position shown on the STACC Software and Website mapping is accurate to 10 meters on the ground.
How Accurate is the speed given by the system?
The speed given by the software is very accurate. The system calculates its speed directly from GPS satellites, not taking the speed from the odometer. This is because the odometer can be inaccurate by up to 6%- the odometer speed is still read on the Telematics based systems, and you can choose which speed to use when creating a report.
How often do I need to spot poll the vehicles to retrieve the data?
You don't! When the system is set up you will have been setup with an automatic schedule. As long as the software and machine are left running this schedule will automatically call the vehicles for you. If you are using GPRS based units, they will report to our main server on the interval you initially requested (usually 5-10 minutes) but you may spot poll the unit in between this interval if you want to. You will however be charged the standard SMS rate for every spot poll.
How often are software updates released?
Software upgrades are released about every 6-8 weeks and can be downloaded from this sites home page.
Do my locations go through a third party hub?
No- the system lets you contact the vehicles directly, so nobody else knows the whereabouts of your vehicles or loads.
Why do my addresses not appear in the tote screen?
If you have upgraded to the latest version and have no address in the tote screen or on any of your reports, please contact us.
Where can I get a copy of the user manual?
You can download a copy of the STACC and our Data and Support user manual from our support area by clicking here
I can't see any maps on my system! Why?
This is usually due to one of the mapping files being corrupted, this is usually due to an incorrect software or system shutdown, please contact us and a new file will be sent to you.
Can I get European mapping for my system? What countries are covered?
You certainly can! To have this installed on your system and find out if there is a cost involved you need to contact us. Countries covered by the European mapping are as follows; Italy, Germany, Austria, Denmark, Norway, Sweden, France, Spain, Netherlands, Belgium, Luxemburg, Switzerland, Ireland and Finland. Other areas are available upon request.
What PC specification is recommended to run STACC?
Minimum PC spec for MAN Telematics system:
- AMD Athlon 1.8 XP or Pentium 4 1.7 GHz Processor.
- 256 MB RAM.
- 40 GB Hard drive.
- Display adapter with a minimum resolution of 600 x 800.
- 19" monitor, preferably 21" or greater.
- CD ROM drive.
- Floppy disk drive or CD writer.
- Sound card (recommended for audible warnings).
- Keyboard.
- Mouse or other pointing device.
- A locally attached or network printer
- Supported operating systems are: Windows XP Professional or Windows 2000 Professional.
Please note that this spec is suitable for UK Mapping data only. If more than one country is added, the hard drive size should be increased to 60 GB or bigger, an extra 128 MB of RAM should be added, and a 2 GHz or greater processor should be considered.
If more than two countries are added the PC running STACC should be used for STACC and nothing else, this is due to the amount of data processing the machine has to do, and running other applications at the same time will only slow down or could make any part of this operation unstable.
I use multiple base station calling and I am set up as a secondary user, when I send messages to vehicles in the fleet I get no replies! Why?
You will only receive messages back from vehicles that you have set up on your system as primaries. Also, if the SOS button is pushed, this will also go back to the primary base station.
My system is asking me for a license number, what is that?
Each copy of STACC needs to have a license, and needs to be registered with us. On installation each copy of the STACC software has a 7 day license so it gives you time to register your product if the software is installed at weekends or evenings. Please contact us and have your user key to hand, this can be found by clicking on 'Tools' and 'register STACC'.
How do I edit my Place Labels?
Once place labels have been put on the map you can change the Icon used as well as the zone on which the place label works, just double click on the existing Icon until it changes colour, then right click and in the drop down menu a box will appear and a section called "edit place labels" will appear, select this and it will take you into the user place names window.
How do I upload phone numbers to my vehicles?
Click on "phone book" which is found in the tools menu of STACC, then a window will be placed in front of you where you can add your phone names and numbers. Once this is done click on submit and go to the Tote screen, once in the Tote screen right click on the vehicle you wish to enable the phone book to be uploaded to and select "edit selected vehicle" you will then be presented with a window, in the window place a tick in the box that says "enable phone book upload" then close that window and come back to the Tote screen call that vehicle and the phone book will the be place on the vehicles in cab display. This process will need to be repeated for each vehicle that you wish to upload the phone book to.
Every time a vehicle goes in and out of a Geofence an SMS alarm comes up on my screen, how do I disable this?
To switch this off go to "tools" then "user place labels" then highlight the Geofence that you wish to alter, on the left of the screen click the button which says "edit". This will bring up a new window. In this window change the "Geofence alert as SMS message" to whichever action that you want to happen, to turn off completely select 'none'.
Please Note: All Geofences, even if turned off in this window, will still be recorded- they just won't alert you when the event happens.
Why does Geofencing only work on some of my vehicles and not others?
Most of our units have geofencing capabilities but some are limited and very few do not support them at all, if you are unsure what units you have please Contact us. If this is the case and all of your vehicles have the same units fitted, you will need to make sure that you have given each unit/vehicle a geofence set, to do this please refer to the user manual relevant to your tracking method (STACC or our Data and Support )
How do I enable the driver PIN function on my system?
To have the driver PIN function working on your system the vehicles telematics system must support it, and it should have been enabled on order. If you are unsure please contact us and one of our technical support team will then check for you.
My STACC licence has expired! What do I do?
If you are presented with this issue you need to call technical support to have a new licence number issued to you. When you call technical support you will be asked for your user key, this is found by either going to "tools" which is found in the main menu and then "Register STACC". If your license has already expired you will be presented with the user key when you try to start the STACC program, contact details can be found here.
What can the device be used for?
It can be used for personnel to call for assistance if in danger of violence, injury, illness, abuse or accident.
How does the device work?
This mainly depends on the type of unit you own, there are 2 types of device, GPS and GPRS. With the GSM based devices all tracking and emergency messages are transmitted via SMS text messages (standard SMS charges apply), for GPRS units all tracking and SOS messages are transmitted via the GPRS network at no extra cost. Both types of unit will also make a voice call to the pre-programmed emergency number if the SOS button is pressed, depending on the type of unit depends whether this call will be one way or two way. For more information on specific products please visit the lone worker products section of our site.
Who can I contact in an emergency?
This is up to you, the units can be set to call your office, family or our main call centre, SMS messages can also be sent to as many contacts as you wish on receipt of an emergency alarm (standard SMS charges apply).
What will the call centre do?
The call centre operates 24/7 and will monitor the system for any incoming emergency messages and phone calls. The call centre will answer any emergency phone calls and listen for a short period to establish the severity of the situation, if they feel that the situation is indeed an emergency they will call the emergency services and alert them to your location or follow the procedure that you set in place when the units were ordered.
How long will the call centre take to respond?
98.5% of all calls are answered in less than a minute.
How do I make an emergency call?
This depends on the type of unit you have. There should be a clearly marked SOS button on the unit. If you are unsure please refer to the devices user guide / quick start guide or contact us.
If I accidentally make an emergency call can I cancel it?
Unfortunately not, as this would defeat the object of the ermergency button. But don't panic, be sure to tell the call centre that it was an accident otherwise emergency services may be sent. The SOS messages will still be sent out, so be sure to let your contacts know that you are alright.
How does the call centre know they are talking to me?
The call centre will have the personal details you supply us with which are secure and remain confidential. They will also ask appropriate questions to identify you. Access to the call centre system and personal information is protected by secure usernames and passwords.
How does the device know where I am?
All of our devices are equipped with GPS (Global Positioning Satellites) technology that can pinpoint the units position to within 10 metres on the earth's surface.
Can I track my dog?
Yes, the GT60 can be supplied with a dog collar, other devices may also have similar harnesses that could be used for large pets, contact us for more information.
How much will it cost?
Cost varies depending on which device you choose and the quantity required. Leasing is available if necessary. For full pricing details please contact us.
How long does the battery last?
This depends on many factors, how much the device is used, GPRS reporting interval and how many calls are made but on average our device batteries last between 8 and 12 hours before needing to be re-charged.
Can the device be used as a mobile phone?
This depends on the unit being used. The Twig Discovery and Twig Pro products are mobile phones with the addition of extra features such as the SOS button and man-down alarms and can be used as a normal mobile phone. The GT60 has 2 programmable buttons to make calls to pre-set numbers that are configurable from our website.
How often does the device need charging?
This depends on the usage of the device. The devices have a battery status indicator on them that you can keep an eye on, on average the devices will need charging every 8-12 hours that they are used.
Do the devices come with any accessories?
This depends on the devices that have been ordered, for example the GT60 comes with a USB charger, cigarette lighter adapter and a European mains charger as standard. In all cases additional accessories can be ordered with the device.
What if the device cannot get a GPS fix?
There are a few reasons that a device won't be able to get a GPS fix- usuallyif you are in-doors or in a highly built up area. The device will use the last known GPS location that it was able to obtain when sending its position. To ensure that you always have a GPS fix make sure that the device is outside or near a window when you turn it on.