Trip not recorded

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  • Updated 1 year ago
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On the morning of March 13, I took a trip, which was not recorded. I have since taken a number of trips that have been recorded and uploaded, but that one still has not appeared. Thoughts?
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Thomas Hart

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  • disappointed.

Posted 1 year ago

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Amy

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Hi Thomas. Sorry about that. I can't find your Automatic user account so I'm exporting your post to our help desk system so Tech Support can assist you directly. They'll be reaching out to you via email so please keep your eye out for an email from support@automatic.com or help@automatic.com.
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Alex

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I have the same problem.  Yesterday it did not record a trip from my home to a location, but it did record the return trip home.  I thought maybe it was lagging in updating but the trip is still not there. 
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Amy

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Hi Alex. I can't find a user account for you which we need to see in order to look into this. I also can't export your reply into our helpdesk system the way I can with the original topic. This community software doesn't have that capability with replies. Can you please email help@automatic.com so Tech Support can get the information they need from you and look into your situation? Thanks.
(Edited)
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Alex

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Thank you.  I sent e-mail with problem description and my account e-mail so they can check my info. 
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Amy

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Ok, great. Mondays can be a bit backlogged but someone will get back to you via email. 
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Jonathan Lynn

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Same problem here. First trip today did not record. The three subsequent trips today were promptly recorded.
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Amy

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Hi Jonathan. I found your account and am asking Tech Support to take a look. 
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Amy

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Hi Jonathan. I'm sorry I didn't get back to you sooner. I did ask Tech Support to investigate but I need to follow up with them to see if they figured out what was going on. Have you had any further issues with trip recording? 
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Amy

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To update this thread. The issue Thomas ran into was a loose adapter. Once it was pushed back in firmly, he started capturing trips again.

Alex & Jonathan both ran into a timestamp bug that caused their respective trips to not get created. This is a sporadic issue that is affecting a small number of people. A fix is coming in an upcoming firmware update for Pro and Lite. 
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Mts

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I believe I may have been affected by this as well. I have an Automatic Pro that missed a trip while later trips have been recorded. I did receive a driving notification for the start of the missing trip, however no track has shown up in the app or dashboard. Is there any way to recover this trip, and prevent it from happening again?
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Amy

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Hi Mts. Can you please email help@automatic.com and Tech Support will help you out with that. Thanks!
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Mts

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Hi Amy,

Thank you, I contacted tech support who responded it is indeed the timestamp bug that is affecting me as well. Looking forward to the firmware update!
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Amy

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Thanks for the update here, Mts. 

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