Errors and troubleshooting

Each message the interface shows, with its cause and what to do, is listed in Messages and what to do.

1. Find missing deliveriesCopy Anchor Link

1. Check the planning date at the top of the page: deliveries belong to their date.
2. Clear the search and choose All deliveries. The tab counts cover the whole day.
3. Browse the list pages.
4. A cancelled delivery stays in the list, inactive, and is not planned; the Inactive deliveries tab lists cancelled deliveries. Restore brings it back. A deleted delivery does not come back; saved plans keep their own copy.
5. Use Check connection if data does not load.

Changing the date does not delete records. Checking the connection retains the date and pending edits; if it fails, displayed data may be stale.

2. Correct a form or importCopy Anchor Link

1. Read the message: invalid fields, edit conflicts and unavailable services require different responses.
2. Correct invalid values using the displayed units. The editor lists every field that needs attention and opens the tab of the first one. Negative weight and a window end before its start are rejected.
3. For CSV, note the row and field, correct the file and preview it again. Preview saves nothing. A corrected file can be imported again: rows already imported show as Unchanged or Changed, and nothing changes until you confirm. Before you choose a file, Columns of the file shows the exact header row, with Copy the header row and Download the template. A file whose columns are separated by semicolons, as spreadsheets set to French conventions save CSV, is refused with a message saying so: save it with commas as separators.
4. After a failed save, keep the editor open and check connectivity. Do not treat your changes as saved.

Field messages and server messages appear in the interface language. When the server cannot be reached, the message says so and your changes have not been confirmed.

Before discarding unsaved work, Tournevia asks in its own dialog; Escape or a click beside the dialog keeps your work. On a phone, every editor opens full screen.

3. Understand refused, queued or failed calculationsCopy Anchor Link

A calculation refused before it starts shows the reason and, after Concerned:, the records involved. The most common cases:

• Deliveries or depot not reviewed: a selected delivery or the main depot has no reviewed entrance. Review locations opens Deliveries; the main depot’s entrance is reviewed in Settings › Depots and places.
• Depot or place not reviewed: a depot or place where a selected vehicle starts or ends has no reviewed entrance. Review it in Settings › Depots and places.
• Vehicle not working that day: see section 7.
• Examples mixed with real records: a calculation takes only records marked Example or only your own.
• Places too far apart: the main depot, the places where vehicles start and end, and the deliveries must stay within the installation’s distance limit (200 km by default). Leave out the far deliveries or plan them separately. The examples are in Paris: if your main depot is farther from them than the limit, their calculation is refused.

For a queued or failed calculation:

1. Open Recent calculations and note the calculation’s time and status; pointing at it shows its identifier.
2. If it stays queued and Calculation service needs attention appears, the calculation worker is not running or the routing service is unavailable: ask the operator to start it. Submitting duplicate calculations will not speed it up; a company can have at most five calculations waiting or running.
3. If it failed, read the reason and the advice under it. A cancelled calculation saved nothing; a time limit, an interrupted worker, a pin off the road network and a routing failure each come with what to do.
4. After resolution, explicitly start a new calculation. A retained previous result is not the result of the failed attempt.

Cancel calculation stops a calculation you no longer need. Your deliveries, vehicles and earlier plans are unchanged.

4. Handle unassigned deliveriesCopy Anchor Link

1. Open Unassigned deliveries and read the reason given for each one.
2. Inspect the delivery and its saved location.
3. Compare its windows, quantities, equipment and Ships from with the vehicles’ capacities, hours, starting places and route limits, and with the plan’s safety margin.
4. Correct inaccurate records or choose a suitable vehicle, then recalculate.
5. If choosing a valid partial plan, explicitly accept the unassigned deliveries before marking it Ready.

The reasons are No compatible vehicle (no selected vehicle has the capacity and equipment, or starts at the depot the delivery ships from), no road usable by the compatible trucks within 50 m of the pin (move the pin to the vehicle entrance and review it), No route in the routing dataset, Not assigned within the calculation budget, and Manually unassigned. When vehicles reached their own stop, distance or driving-time limits, a note names them. When the plan was calculated with a safety margin, a note says that a delivery reachable only later than that stays unassigned: an administrator can lower the margin in Settings › Calculation, then start a new calculation.

Partial acceptance does not assign the remaining deliveries. It cannot override a blocking violation.

5. Enable route sheets and exportCopy Anchor Link

1. Check that you are viewing the current result without pending edits or recalculation.
2. Check validation and, for a partial result, explicit acceptance of unassigned work.
3. Mark the plan Ready after review, then choose Print the route sheets or Export CSV in the band under the plan’s figures.
4. If deliveries, vehicles, the main depot or a depot or place in use changed after the calculation — including a cancelled or deleted delivery — start a new calculation before approval.

If another Ready plan for the day already uses some of the same vehicles or deliveries, choose Keep the other plan or Replace the other Ready plan. A result serving no deliveries is ineligible. A plan of examples can be marked Ready, but its route sheets and file say “Example data, not for driving.”.

If the route sheets do not show, choose Back to the plan, reload the plan and check that it is still Ready: any edit, even by a colleague, clears Ready.

6. Resolve a conflict or expired sessionCopy Anchor Link

1. On a record conflict, reload the current record and compare changes before reapplying yours. On a plan, Keep my moves on the latest version reapplies your stop moves to the newest version.
2. When your session expires, a sign-in dialog opens over the page. Sign in again in place: your open plan and unsaved route changes are kept, and nothing was submitted while you were signed out. A full page reload does not keep unsaved changes.
3. If the problem persists, give the administrator the step, message, time and relevant job identifier.

Remove passwords, private links, customer addresses, route sheets and exported files from shared diagnostics.

7. A vehicle does not work that dayCopy Anchor Link

If Planning or Fleet says a vehicle does not work that day, the reason follows its number: day off (an exception saved for that date), or no hours on that weekday. Open Fleet and change its weekly hours or its Days off and other hours, or deselect it. A calculation uses each vehicle’s hours for its day; plans already saved do not change. See Prepare vehicles.

8. Delete or change a depot or placeCopy Anchor Link

A depot or place that vehicles (Starts at, Ends at) or deliveries (Ships from) name can be neither deleted nor given another code: choose another depot or place for them first. The main depot cannot be deleted or turned into a plain place: choose Make main on another depot first. Example data is removed only when none of your vehicles or deliveries names the example depot and no calculation is waiting or running.

If the basemap does not loadCopy Anchor Link

Tables and coordinate fields remain usable. The basemap depends on a separate service from the routing engine: ask the operator to identify which is unavailable. Do not confirm an entrance you could not verify.