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TracsConnect Help

Troubleshoot

The customer started the wizard but it's empty when they come back

Symptom
A customer started filling in the wizard, closed the tab, and now they say 'all my info is gone'.
Cause
The wizard remembers progress in the customer's own browser, not on our servers. If they cleared cookies, switched devices, or opened the wizard in a private window the second time, that progress is lost.
Fix
  1. Ask the customer to reopen the wizard from the same QR code or link, on the same phone, in a regular (non-private) browser tab.
  2. If they have the same browser open from before, the wizard should resume on the step they left off on.
  3. If they switched devices or cleared their browser data, they will have to start over — the wizard can not be recovered from another phone.
  4. For long drop-offs (multiple vehicles, lots of documents), tell customers to finish the wizard in one sitting if they can.

The drop-off didn't create a work order in TRACS

Symptom
The customer says they finished the wizard, but you don't see a new work order in TRACS.
Cause
The wizard only creates the TRACS work order on the final Submit step. If the customer closed the tab before tapping Submit, no work order was created. The work order can also fail to create if your TRACS connection was down at submit time, or if a required setting (default stage, common-service mapping) is misconfigured.
Fix
  1. Confirm with the customer that they tapped Submit on the final step and saw a success page.
  2. If they did, open Connections and confirm your TRACS Server Agent shows as connected.
  3. Open Setup → TracsConnect Drop-off → Settings and confirm the Default Work Order Stage is set to a valid TRACS stage.
  4. Check the Common services → Labor items mapping in the Settings tab — any common service the customer picked must map to a TRACS labor item, or the work order creation can fail.
  5. If everything looks right, ask the customer to send a screenshot of the success page so support can match the dropoff ID to a TRACS work order.
When to contact support
If the success page was shown but no TRACS work order exists, contact support with the customer's name, drop-off date/time, and a screenshot of the wizard success page.

The default stage isn't being applied to new drop-offs

Symptom
Drop-off work orders show up in TRACS but they're not in the stage you picked in the dashboard.
Cause
Usually one of: the dashboard saved the change but TRACS doesn't know that stage name anymore (a TRACS Flow stage was renamed or removed), or the work order was created before you picked the new stage, or the setting was left on No stage (use TRACS default).
Fix
  1. Open Setup → TracsConnect Drop-off → Settings.
  2. Scroll to Default Work Order Stage. Confirm the value is what you expect, not No stage (use TRACS default).
  3. If the dropdown shows a "fallback" list of default stages (Scheduled, Inspection, etc.) instead of your TRACS stages, your TRACS connection is failing — go to Connections to fix it, then come back and pick the stage again.
  4. If the stage in the dropdown was renamed in TRACS Flow, pick the new name and save. The dropdown reads live from TRACS, so a renamed stage will appear under its new name.
  5. For work orders already created before the fix, you can update their stage in TRACS by hand — only new drop-offs will use the saved value.

QR scans but lands on the wrong page

Symptom
The customer scans your drop-off QR but ends up on the Customer Portal or a chooser screen.
Cause
The QR was created from the Customer Portal page's QR Codes tab, or it points at the shop-code root rather than the drop-off path.
Fix
  1. Open Setup → TracsConnect Drop-off → QR Codes tab.
  2. Click Create New and create a fresh QR from this tab — it scopes the QR to the drop-off automatically.
  3. Replace the old QR wherever it is printed or displayed (drop box, front door, after-hours sign).
  4. Disable the old QR (the Power-icon button) so its scans stop without losing past analytics.

When to contact support

Section titled “When to contact support”

If a problem isn’t covered above, contact support with:

  • Your shop code
  • The customer’s drop-off URL if they shared it (it’s safe to send)
  • A screenshot of what they see and what you see in the dashboard
  • The time the customer hit the issue (within an hour is fine)
  • The dropoff ID from the wizard’s success page, if the customer has it