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11 Tips & Troubleshooting

For any repetitive performance issues please notify the Help Desk.

The help deks can be reached on 1300 557 356.

Prior to calling, be sure you have

  1. Restarted your Fuellox App
  2. Restarted your Fuellox Hardware

You will need the following information:

  1. Company Name
  2. User login, name email phone etc
  3. Describe your issue, and provide screen shots or screen recordings if needed
  4. For a quick resolution please be within proximity of your system, and have a vehilce to refuel. We aim to get you going right away, so please be ready.

For any issues not detailed here, or where the guide does not resolve your issues, please call the Help Desk.

11.1 No 'Connect' Option on Dispense Page

Your organisation has a Data Selection Policy, and you have not selected the required data.

You may have:

  • Selected a Client, but no Site
  • Selected Equipment with no Compartment
  • Neglected to enter the Odometer

11.2 Fuellox Hardware cant be 'found' by my Fuellox App

If you repeatedly fail to find your Fuellox system take the following steps:

  1. From the Connect Windows, click Refresh Devices
  2. If the Unit does not appear in the list, power cycle the Fuellox Unit
  3. Wait 10-20 seconds and click Refresh Devices
  4. If the Unit does not appear in the list, Click Clear and then Cancel
  5. Go back into the Dispense Menu and try again.
  6. If the Unit does not appear in the list, force close the Fuellox App
  7. Reopen the App, login and gp back into the Dispense Menu and try again.
  8. If the Fuellox unit is still not available in the Connect List, power down the Fuellox unit and wait 5-10 mins before trying again.
  9. If none of these steps resolve the issue call the service desk for next steps.

11.3 I can't Login

There are a few possibilities when you can't login to the Fuellox App.

  1. Incorrect Username and/or Password
  2. Expired Fuellox Subscription
  3. You have reached or exceeded your user head count
  4. No/poor internet access

The Fuellox Help Desk can help determine your connection issue, and reset your username and password if needed.

We will need you to prove your identity before we modify any data.

11.4 Fuellox Authorises, but pump does not start

Go back to the Main Menu and recommence the transaction. If there are ongoing issues report to the Help Desk

11.5 My Menu is performing strangely

Force close the app, and login again. If you experience ongoing issues call the help desk.

There may be occasions where your security token needs to be reset on the server or in the app.

There can also be occasions where, due to internet connectivity, you have a partial data sync. Ensure you are within internet coverage and Sync you app.

11.6 Menu buttons do not response

Force close the app, and login again. If you experience ongoing issues call the help desk.

There may be occasions where your security token needs to be reset on the server or in the app.

11.7 Selecting a List Item causes strange behaviour

You have partial data in one record or table. From the Main Menu click Sync. If the issues persists report to the Help Desk and advise which List and Item combination is causing the issue.

The Help Desk will modify the data if needed and instruct you further.

11.8 My App and Hardware are intermittently disconnecting

Disconnections can occur with any Bluetooth device. Ongoing persistent connection issues may require a handset restart to flush out the BT Handle Cache. This is largely device dependant.

Disconnections can also occue doe to:

  • Environmental Noise
  • Exceeding the maximum range of the Hardware
  • Walking behind an obstructive body (Vehicle/Tank)
  • Exceeding the Pre Start Timeout

Discuss your issues with the Help Desk to consider some options

11.9 Menu Options are not available

You do not have internet connectivity

11.10 I see corrupt data in the app

Force close your app, restart, login and Sync. If the data errors persist take a screen shot and send them to the Help Desk

11.11 There is data missing from my Select Lists

From time to time, when you neglect to enter valid data for a field the App will not display that data.

Go to the Fuellox portal and modify the data, or call the Help Desk and they may be able to resolve the issue.

11.12 I can't find my Equipment in the list

Depending on your Fuellox configuration, service level and user priviledge you may be able to enable the Equipment Search feature.

For extensive or complex Equipment Lists we recommend the use of the Fuellox QR Codes. They afford instant Equipment detection down to the Compartment level. The Sales team or Help Desk can assist or request them from your Fuellox Administrator.

11.13 My App behaves differently to my colleagues

You may need to upgrade your app, or your User Config may be different.