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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 in-progress answers only in that tab's session storage, not on our servers. Refreshing the same tab can restore progress, but closing it, switching devices, clearing site data, or changing browser modes can lose the session.
Fix
  1. If the original tab is still open, ask the customer to return to it or refresh it.
  2. If the original tab was closed, try reopening the same link on the same phone, but be prepared to start over because session storage may already be gone.
  3. If they switched devices, changed browser modes, or cleared site data, they must start over — the wizard cannot recover the draft from another session.
  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 or updates the TRACS work order on final submission. If the customer closed the tab first, no work order was created. Creation can also be skipped when the TRACS write connection, shop routing, customer, or vehicle identity is unavailable.
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 Common services → Labor items. An unmapped selection is recorded as a requested service instead of becoming a labor line item; it does not by itself prevent work-order creation.
  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, with names, phone numbers, VINs, signatures, and authorization details redacted
  • 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