Troubleshooting

Use these checks before escalating common issues.

Login and access

Cannot sign in

1. Confirm the email address is correct.
2. Reset the password if needed.
3. Confirm the user is active.
4. Ask an admin to verify organization access.

Missing page, tab, report, or button

1. Check Permissions.
2. Confirm the user is assigned to the right team in Team Settings.
3. Confirm the user is in the correct organization.
4. Confirm the organization has access to the related module.
5. Sign out and back in.
6. Ask an admin to compare access with another user in the same role and team.

Missing record

1. Switch Teams to All teams when the Teams control is visible.
2. Confirm the record belongs to a team the user can access.
3. Check search terms and page filters.
4. Open the record from a direct link if one is available.
5. Ask an admin to review the record's team assignment and the user's team access.

Load issues

Cannot create a load

1. Confirm required fields are complete.
2. Confirm the active team is correct when team controls are shown.
3. Confirm customer and location records exist for a team you can access.
4. Check permissions for load creation.
5. Review validation messages on the form.

Cannot dispatch a load

1. Hover the disabled dispatch action to see the blocker.
2. Confirm every active stop has an arrival start time.
3. Confirm carrier, driver, dispatcher, carrier pay, and dispatch instructions.
4. Confirm the customer is within credit limits or approved for an exception.
5. Confirm the carrier is active, approved, and not blocked.

Cannot edit a load

1. Check whether the load is locked by another user.
2. Confirm your role can edit loads in that status.
3. Refresh the load and try again.
4. Ask an admin about status override permissions if needed.

Load status is wrong

1. Review the latest manual status change.
2. Review tracking events.
3. Confirm documents, POD upload, billing actions, or settlement actions did not move the load forward.
4. Use status override only when permitted and appropriate.

Document issues

Missing POD, BOL, rate confirmation, packet, or invoice document

1. Open the source load, customer, or carrier record.
2. Check the documents section for upload status.
3. Confirm the document was attached to the correct record.
4. Re-upload the document if the file was saved to the wrong record.
5. Contact support if a document was uploaded but no longer appears.

Tracking issues

1. Confirm carrier and driver contact details.
2. Confirm the tracking module is active for the organization.
3. Confirm tracking was started on the correct load.
4. Send the driver ARK Tracking for Drivers.
5. Check whether the driver activated tracking.
6. If tracking is waiting, delayed, or stale, review the latest tracking history before updating the customer.
7. Start a new tracking request if the previous request expired or the carrier changed drivers.
8. If ARK Tracking requires an app update, ask the driver to install the latest app version.

Billing and settlement issues

Invoice blocked

1. Confirm load status is delivered or ready for billing.
2. Confirm proof of delivery and required documents are present.
3. Confirm customer billing details and payment terms.
4. Confirm customer pay is accurate.

Carrier payment or settlement blocked

1. Confirm required documents are present.
2. Confirm carrier payment method or factoring details.
3. Resolve pay holds.
4. Confirm carrier is active and approved.
5. Confirm carrier pay amount.

ACH or Nacha file issue

1. Confirm organization bank details are complete in Organization Settings.
2. Confirm carrier payment details are complete.
3. Confirm the payment is ready for the selected batch.
4. Confirm the bank requires any Nacha discretionary data or company ID formatting.
5. Contact support if the bank rejects a generated file.

Integration issues

1. Confirm the integration is active in Settings.
2. Confirm credentials are current.
3. Confirm the user has permission for the integration.
4. Test one normal workflow.
5. Reconnect the integration if the connection expired.
6. Contact support if provider data does not match what appears in ARK TMS.

QuickBooks sync issue

1. Confirm QuickBooks is connected.
2. Confirm the customer, carrier, invoice, bill, or payment has the expected accounting details.
3. Check whether the record was already synced.
4. Review entity mappings and default accounts in integration settings.
5. Review the QuickBooks sync status panel for active, failed, reconnect-required, or retryable syncs.
6. Contact support with the affected record number and expected QuickBooks result.

Carrier provider sync issue

1. Confirm the provider integration is enabled in Settings.
2. Confirm the carrier identifier matches the provider record.
3. Run manual provider sync from the carrier list or profile.
4. Compare authority, insurance, packet, payment, factoring, and document details with the provider.
5. For Highway webhook updates, confirm both webhooks use the bearer token from Settings.
6. Contact support when a provider record is correct but ARK TMS still looks stale after sync.

EDI issues

1. Confirm the EDI module is available to the organization.
2. Check EDI Connections for the trading partner.
3. Review EDI History for tender status and processing details.
4. Confirm the tender was sent to the correct organization.
5. Contact support for missing tenders, repeated tender failures, or unclear tender status.

Report discrepancies

1. Check date range and filters.
2. Confirm selected Teams when team controls are shown.
3. Confirm selected statuses.
4. Confirm currency selection when multi-currency is enabled.
5. Open the source load, invoice, settlement, or payment.
6. Export details if support needs a specific example.

Escalate to support

Contact support when the same issue repeats after these checks, data is missing across multiple records, a connected provider appears out of sync, an EDI tender is missing or failing repeatedly, or initial bulk carrier import is needed.