Stop statuses in PackageRoute are updated every ~5 minutes using available data from FedEx. If stop statuses are no longer updating, there could be a few different causes depending on the scope of the issue.
🚚 If stop statuses stopped updating for one or more drivers (but not the entire team):
This is most likely localized to the scanner(s) involved. A system-wide FedEx outage would affect all drivers, not just a few.
Try the following:
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Check cell signal: Ensure the affected drivers are not in an area with poor signal. The PackageRoute app updates once the scanner reconnects and FedEx data is received.
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Check if the scanner is transmitting data: A faulty or offline scanner may still store data locally, but won’t transmit it to FedEx, meaning we won’t receive the stop status updates.
🛑 If stop statuses stopped updating for all drivers:
This may be a broader issue and could indicate a FedEx data outage.
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Check with your station or MGBA alerts to see if FedEx is experiencing a known outage.
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If FedEx confirms there is no outage, contact our support team with the following details:
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Your FedEx ID number so we can locate your account
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When the issue started
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Confirmation that all drivers are affected and the station/MGBA has confirmed no current outage
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Have more questions?
Contact our support team via text or call at (360) 540-3295
Send us an email at support@packageroute.com or submit a ticket here: Submit a request