Sometimes, a driver would not move after requesting a cron job. These are the reasons:
- There may be a duplicate profile of the driver.
In this situation, the driver may have multiple driver profiles, which an operational manager might have created on the DOS. For example, the profile might have the exact login details, employee ID, or name. This may cause the driver not to be able to log in to the correct profile and not get any orders while the DOS shows him being on order or not being moved when you requested a cron job. Please see the image below, for example:
To fix this:
- Log a ticket stating which profile should be removed and which hub it is on. If you do not know which profile should we remove or if the driver has a duplicate profile, please provide us with the correct login details a driver uses, and we will check if the driver has a duplicate and remove the incorrect one.
- Driver details are incorrect or are not added to the RTT portal.
Sometimes, we think we might have input the correct driver details on the RTT portal. However, some information is usually missing, which can stop the driver from moving to another cluster.
The picture shown above shows missing details (the blue box and arrow), although the cluster has been added. Please note that the driver will not move if no details are required of him.
How to fix this?:
the user should add all driver details, and he should be marked as active. This is how the driver details should look on the portal:
Please note that you will have to request another cron job for the driver to move. However, if the issue persists and you have done the solutions mentioned above, don't hesitate to get in touch with Loop Support, and we will resolve your issue as soon as possible.