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Resolving Vehicle Connection Issues in CloudHawk ELD Drive App

This article is intended for CloudHawk ELD users, and administrators who are assisting drivers experiencing issues connecting to or selecting a vehicle in the CloudHawk ELD App. It outlines common causes and solutions.

Before you begin: The instructions below assume you have the necessary permissions within CloudHawk ELD to perform the described actions. If you encounter any limitations, please contact your administrator.

Troubleshooting: Unable to Connect to or Select Vehicle in the CloudHawk ELD App

If a driver is unable to connect to or select their vehicle in the CloudHawk ELD app, the following steps should be taken by the driver or an administrator to identify and resolve the issue:

1. Verify the Vehicle is Active in the ELD Admin Portal

  • If the vehicle or asset number does not appear in the app:

    • An administrator should log into the ELD Admin Portal.

    • Ensure the vehicle profile has been created and marked as Active.

    • Only active assets will appear in the list for selection.

2. Check the Dongle Installation and Status

  • If the vehicle is listed and selected:

    • Confirm that the dongle is properly installed, typically located under the dashboard on the lower left-hand side of the steering wheel.

    • Ensure it’s securely connected and not loose.

    • Check the LED indicator on the dongle to verify device status.

    • Use this guide to interpret LED signals and follow the appropriate troubleshooting steps.

3. Confirm the MAC Address (ECM Identifier)

  • If the device appears as “disconnected” or won’t connect:

    • Compare the MAC Address shown on the driver’s device with the one listed in the vehicle profile in the ELD Admin Portal.

    • They must match for a successful connection.

4. Check Bluetooth Settings (Non-Managed Devices Only)

  • If you're using a personal mobile device (not a CloudHawk-managed tablet):

    • Ensure that Bluetooth is turned on.

    • Make sure the device is available for pairing and not already connected to another accessory.

 

Need More Troubleshooting Help? If you have followed these steps and are still experiencing issues, please email help@brightorder.com or call 1.844.344.9955 for further assistance.