🚗Troubleshooting Missing Drivers on Delivery Dashboard AND Dispatch

🚗Troubleshooting Missing Drivers on Delivery Dashboard AND Dispatch

If drivers are missing from both the Delivery Dashboard AND Dispatch, the issue is typically caused by a communication or sync problem in Pulse. This guide outlines how to identify and resolve the issue step by step.

🧭 Quick Navigation

📋Quick Fixes for Drivers Missing in Delivery Dashboard OR Dispatch

If drivers are missing from only one of the two systems, try these quick fixes before moving forward.


⚠️For Drivers Missing in Delivery Dashboard Only

1. Close and reopen the Delivery Dashboard.

2. Verify the driver is clocked in under the correct job code (Driver).

3. Have the driver log out of the GPS app and back in.


⚠️For Drivers Missing in Dispatch Only

Immediately escalate to your DM, and the DM should immediately escalate to the IT department following the Emergency HELP Line Protocol to contact the On-Call Tech.


If drivers are missing from both Delivery Dashboard AND Dispatch, continue to the next section.

⚙️Reset IIS and Pulse Services

If the driver list remains blank after confirming login and vehicle assignment, resetting IIS and Pulse Services may resolve communication issues between components.


1) Run an IIS Reset

1. On any Pulse station, go to the Pulse Menu Toolbar and select Utilities.

2. From the Utilities submenu, select IIS Reset.

3. A small black box will briefly appear and disappear — that’s normal. It means the background service restarted.

2) Reset Services in Service Manager

👉 Follow this article for detailed steps: Reset Services Using Service Manager (opens in a new tab).


🧠 Note: The Dispatch app should usually show drivers immediately after closing and reopening it. The Delivery Dashboard may take up to 2 minutes to update. If it still doesn’t update after that window, perform the Flex Client reboot steps below.

⚙️Reboot the Flex Client

If Delivery Dashboard or Dispatch do not respond after completing the above steps, perform a hard power cycle on the Chromebox powering the station. Follow the steps below based on your model type.


🖥️ For HP Chromebox

1. Locate the Power Button on the right side of the unit.

2. Press and hold the Power Button for 10 seconds to ensure the device fully shuts down.

3. Unplug the power cable from the back of the Chromebox.

4. Wait 10 seconds, then plug the power cable back in.

5. Press the Power Button again to restart the device.

6. Once restarted, confirm the Pulse Flex Client login screen appears.


🧠 Note: The HP Chromebox has no visible indicator light on top; you can confirm it is off when the connected monitor loses signal.

🖥️ For Acer Chromebox

1. Press and hold the Power Button (located on the left side near the front) for 10 seconds to power off.

2. Unplug the power cable from the back of the unit.

3. Wait 10 seconds, then reconnect the power cable.

4. Press the Power Button once to power it back on.

5. Confirm the monitor powers back on and displays the Pulse Flex Client login or desktop.


🧠 Note: If the device fails to power on after reconnecting power, check that the outlet and power adapter are secure.

🚧 If the Issue Persists

If none of the above steps resolve the issue, continue troubleshooting using related resources or escalate as outlined below.

1) Double-Check Key Points

  • Confirm the driver is clocked in under the correct job code (Driver).
  • Verify the driver has an active vehicle assignment in Pulse.
  • Confirm both applications refreshed after the IIS and Pulse Services reset.

2) Escalation Instructions

For Store Team Members:

  • If the issue remains after completing all steps, contact your District Manager (DM) for further guidance.
  • Tell your DM you completed all troubleshooting steps and describe the exact Pulse behavior observed.

For District Managers:

1. Review the information provided by the store and confirm all steps were completed.

2. If you cannot triage or the issue is critical/system-wide, follow the Emergency HELP Line Protocol (opens in a new tab) to contact the On-Call Tech.

✅ Summary

When drivers are missing from both Delivery Dashboard AND Dispatch, it’s usually due to a communication failure in Pulse. Confirm all driver logins, vehicle assignments, and service resets before escalation. If unresolved, DMs should escalate using the Emergency HELP Line Protocol.

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