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.

Cannot replace a selected customer, carrier, location, or user

1. Select Clear next to the current value.
2. Search for the replacement.
3. Choose a search result, then save the form. Typed search text is not saved until a result is selected.

Send feedback

1. Open Help, then Send Feedback, or press Command+B on macOS or Ctrl+B on Windows.
2. Choose Bug or Feedback and describe what happened or what should improve.
3. Select Attach images or paste images into the details field.
4. Add up to 10 images, with a 5 MB limit per image and a 15 MB combined limit.
5. Remove any unwanted images, then send the report.

If some selected images exceed a limit or use an unsupported format, ARK TMS keeps the accepted images and reports how many were not added for each rejection reason.

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. If the carrier DOT error appears, update the carrier DOT number to 1-8 digits or use a carrier record without a malformed DOT.
5. Check Carrier Safety when a safety blocker appears.
6. Confirm the customer is within credit limits or approved for an exception.
7. Confirm the carrier is active, approved, and not blocked.

Cannot edit a load

1. Check whether the load is locked by another user.
2. Check whether the load is deleted. Deleted loads are read-only until undeleted.
3. Confirm your role can edit loads in that status.
4. Refresh the load and try again.
5. 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.

File upload failed

1. Upload an individual file, not a folder, application bundle, or installer package.
2. Confirm the file is not empty and is within the displayed size limit.
3. If the file was rejected, correct it and select it again.
4. If an accepted file fails during transfer or finalization, retry the selected file.
5. Contact support if the same valid file repeatedly fails.

Outlook attachment will not upload

1. Try dragging the attachment into the upload area again.
2. If ARK TMS reports that the browser did not provide the attachment file, save or download it from Outlook.
3. Upload the saved file from your device.

Rate confirmation email blocked

1. Confirm broker and dispatcher email fields use plain email addresses.
2. Remove display-name formatting such as Name <name@example.com>.
3. Split multiple recipients into separate addresses when the field allows more than one.
4. Save the corrected contact or load details, then send again.

Rate confirmation blocked by carrier DOT

1. Open the carrier record linked to the load.
2. Update the DOT number to 1-8 digits, or leave it blank when another valid identifier is available.
3. Save the carrier record, then send the rate confirmation again.

Rate confirmation blocked by carrier safety

1. Open the load and review the carrier safety approval panel.
2. Resolve the failed carrier check or refresh provider data.
3. Choose another carrier when the blocker cannot be resolved.
4. Request approval when the policy and your permissions allow an exception.
5. Send the rate confirmation again after approval or resolution.

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.
5. If invoice delivery is already in progress, wait for the retry to finish before sending again.

EDI invoice delivery blocked

1. Confirm the customer payment belongs to a production EDI load.
2. Confirm the load has an accepted linked EDI tender.
3. Confirm invoice number, charges, miles, line-haul rate, billed weight, and delivery date are complete.
4. Confirm the EDI shipper connection uses the intended invoice delivery method.
5. Contact support if the EDI runtime or partner mapping is missing.

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 the carrier or factoring billing email is present and valid before sending remittance.
5. Confirm carrier is active and approved.
6. Confirm carrier pay amount.
7. If selected payments use different currencies, create or review the separate settlement numbers ARK TMS assigns for each currency.

Delivered load delete blocked

1. Confirm whether the load should be deleted or returned to dispatch with UNDELIVER.
2. Resolve active pay holds.
3. Confirm A/R and A/P are still Delivered.
4. Clear or reverse invoices, settlements or payments, billing emails, generated packet files, adjustments, Nacha records, and QuickBooks sync records.
5. Delete the load, or use UNDELIVER when it should return to dispatch.

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.

Load-board posting issue

1. Confirm the provider is enabled in Integration Settings.
2. Confirm provider credentials or authorization are current. Truckstop requires the posting user's own OAuth connection after organization setup.
3. Confirm stop city, state or province, country, and arrival start times are complete. For Sylectus, select the matching location suggestion when possible.
4. For a new post, confirm the scheduled cutoff time has not passed.
5. For an existing provider post, use Update or Remove even when the local pickup timing is now in the past.
6. For Sylectus, confirm the Bill To default is saved.
7. For Truckstop, confirm the posting user connected their own Truckstop account and check the next available refresh time. Organization credentials and legacy post-as mappings do not authorize user posting. If Truckstop does not return a refresh time, wait six hours before refreshing again.
8. Remove stale failed postings from the provider before reposting when the provider status remains in Attention.

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 affected loads, invoices, settlements, customers, carriers, amounts, issues, and next actions.
6. Open any Load or Mappings links shown on the affected row.
7. For same-name carriers, compare the ARK carrier address with the QuickBooks vendor address before reusing the vendor mapping.
8. For BillPayment link failures, confirm the QuickBooks bill is still payable for the same vendor and reconcile manual, partial, or credit payments in QuickBooks before retrying.
9. If a carrier currency warning appears, confirm the carrier is not being synced to one QuickBooks vendor in multiple currencies.
10. For carrier settlement sync, review each failed carrier-payment row even when QuickBooks created one grouped BillPayment for other payments in the settlement.
11. Contact support with the affected record number and expected QuickBooks result.

Carrier provider sync issue

1. Confirm the provider onboarding toggle is enabled in Settings.
2. Confirm the carrier identifier matches the provider record.
3. Use a valid DOT or MC/MX/FF docket value; all-zero or malformed identifiers are rejected.
4. Run manual provider sync from the carrier list or profile.
5. Confirm only one carrier onboarding provider is active.
6. Compare authority, insurance, packet, payment, factoring, and document details with the provider.
7. For Highway webhook updates, confirm both webhooks use the bearer token from Settings.
8. If MyCarrierPortal denies an invite for Assure Advantage risk, review the carrier in MyCarrierPortal before retrying.
9. If MyCarrierPortal shows a transient provider timeout, wait for the automatic retry before re-running manual sync.
10. If a duplicate carrier conflict appears, resolve or archive non-deleted local carrier records that share the same DOT or MC/MX/FF identity.
11. If carrier safety still shows stale evidence after sync, open the carrier safety panel and run the check again.
12. 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. If Accept is blocked, create or link the ARK load when the partner requires a load number before acceptance.
6. If linking an existing load fails, confirm the load number, team visibility, and tender details.
7. For 214 status update failures, confirm the linked load has the required carrier reference, such as the ARK load number or inbound carrier reference expected by the partner.
8. Confirm the connection has required partner references such as carrier SCAC.
9. For SFTP partners, confirm polling is enabled for the active runtime environment, managed credentials, AWS connector, pinned host key, and inbound directory are present.
10. Use Test SFTP Connection to observe and verify the host key before Sync schedule or Run one-time poll.
11. Use List remote files before a one-time poll when you need to confirm partner files without ingesting them.
12. If a partner keeps old SFTP files in place, check EDI History before repolling; unchanged files may be skipped by remote-file receipt tracking.
13. 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 the user has the report permission, including View Spot Quotes Report for Spot Quote Reports.
4. Confirm selected statuses.
5. Confirm currency selection when multi-currency is enabled.
6. For Spot Quote Reports, confirm the quote status, sent quote amount, awarded bid, and built load.
7. For Load Reports, use Facility / Prospect Name to match an origin or destination, or use Origin Name and Destination Name for directional facility filters.
8. For Revenue or Commission Reports, confirm vendor expenses and mixed-currency margin handling on the source load.
9. Open the source load, invoice, settlement, payment, or spot quote.
10. 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.