Driver cannot accept new trips

Overview

Use this article when a driver reports:

• “I can’t see my stop information,” or

• The stop buttons are greyed out, missing, or blue but not responding, even though the driver has already accepted and started the trip.

This problem often relates to an old In‑Progress trip or corrupted app data on the tablet.

Step 1: Gather details from the driver

Ask the driver:

1. Current trip number

   • “What is your current trip number?”

2. Previous trip

   • “Were you able to complete your last trip before this one? About how long ago was that?”

3. Stop button behavior

   • “Are the stop buttons grey, missing, or blue but not responding?”

   • Record this detail in your notes or ticket. (The fix is the same, but this helps if the issue needs to be escalated.)

Step 2: Check for old In‑Progress trips in the trip workflow

1. Open the trip workflow view in the portal.

2. Search for the driver’s name.

3. Confirm that:

   • The driver’s current trip is Started, and

   • There are no older trips still marked In Progress.

Use the same tools and filters as in the previous article:

• Date range selector

• In Progress filter

• Trip expansion via the caret next to the trip number

If you see old In‑Progress trips, resolve them first:

• Have the driver complete them in the app if they still appear on the tablet,

• Or, with driver/dispatcher agreement, manually complete them from the portal when appropriate.

After clearing any old trips:

• Have the driver open the current trip and check whether stop information is now visible.

If no old trips are in progress and the driver still cannot see or use the stop information, continue to app data troubleshooting.

Step 3: Clear Maven app data on the tablet

Clearing app data resets the local state on the tablet but does not remove trips or logs from Maven’s servers.

Ask the driver to follow these steps (or walk them through):

1. Close the Maven app completely.

2. On the tablet, open Settings.

3. Tap Apps (or Applications.

4. Scroll to and select Maven Machines.

5. Tap Storage.

6. Tap Clear data at the bottom of the screen.

   • This logs the driver out of the Maven app.

7. Once data is cleared, have the driver:

   • Reopen the Maven app,

   • Log back in with their company code, driver ID, and PIN/credentials,

   • Open the current trip again,

   • Check whether stop information is now visible and the buttons respond correctly.

Step 4: Confirm resolution and next steps

After clearing data and logging back in:

• If stop information appears and the buttons work:

  • Confirm with the driver that they can move through the trip as expected.

  • Document the steps taken (no old trips In Progress + app data cleared).

• If the driver still cannot see or use stop information:

  • Confirm again there are no old In‑Progress trips in the trip workflow.

  • Confirm the driver fully cleared app data and logged back in.

If the issue persists after these checks, escalate.

Step 5: When to escalate

Escalate to your internal support or Maven Support if:

• The driver’s current trip is Started,

• No older trips are In Progress,

• App data has been cleared and the driver has logged back in, and

• The stop information remains missing, greyed out, or unresponsive.

Include:

• Driver name and ID

• Current trip number

• Whether the stop buttons are grey, missing, or blue but not responding

• Confirmation that:

  • All old trips have been checked and cleared if needed, and

  • App data was cleared and the driver logged back in.