Ace V3 troubleshooting
Find help for common Ace V3 issues with access, answers, and data.
Problem
Use these solutions if Ace V3 doesn't open, respond, or return the expected data.
Possible cause 1
Ace doesn't open because your security clearance is missing one or more required features.
Solution
Ask your MyGeotab Administrator to enable all features listed in Ace V3 access requirements.
Possible cause 2
Your MyGeotab session has expired.
Solution
Log out of MyGeotab, log in again, and open Ace.
Possible cause 3
Ace takes too long to respond or can't finish the response.
Solution
Select Retry. If the issue continues, ask the question again in simpler parts. Refer to the Geotab Ace Prompt Guide for examples.
Possible cause 4
You or your organization have sent too many requests.
Solution
Wait a few minutes, then try again.
Possible cause 5
Your account may not have the security clearance to make the requested change in MyGeotab.
Solution
Ask your MyGeotab Administrator for the required clearance.
Possible cause 6
No data matches the question, or the asset, driver, or date range is incorrect.
Solution
Check the asset, driver, and date range in your question. If they are correct, the result may be empty because there is no matching data.