Routes are missing in the PitneyTrack mobile app

Issue

Users attempting to begin a new route while using the PitneyTrack mobile app are unable to see a route.

Cause

There could be several causes for the user not seeing the route available.

1. Another user has started the route already and has not ended it. Only one user can start a specific route, and then that user needs to end it to make it available to other users again.
2. An admin user may have edited the route.

Resolution

Another user already started a route but did not end it

1. You can check the status of a route by logging into the PitneyTrack Desktop app. See Viewing route performance history in PitneyTrack Enterprise.
2. Select Receiving.
3. Select Package Activity.
4. Select the Route Performance tab.
5. Select the appropriate filters to find the relevant route.
6. Check for a start and end time, and user recorded for the route.
7. If there is no end time, contact the user listed associated with the route and have them end it using the PitneyTrack mobile app. See Running a route using the PitneyTrack mobile app.

Admin edited a route

1. Contact an administrator user to check the route. See Editing a route in PitneyTrack Enterprise.
2. Check that the route still exists.
3. Check that the route is assigned to the location / site.
4. Check that the user is assigned to the same location / site as the route. If not assigned to the same location / site the user will not be able to see it based on user visibility.