Before troubleshooting: Trip statuses are primarily updated by drivers through the RoutingBox Mobile app in real time. Most status issues trace back to a driver missing, skipping, or mis-timing a status update during the trip. Always consider driver app behavior as the first variable when a status doesn't look right.
How to manually change a trip status
Dispatchers can manually update a trip status directly from the Dispatch screen in both RoutingBox Web and Classic. This is useful when a driver is unavailable, has already completed a trip, or when a status needs to be corrected after the fact.
RoutingBox Web
Navigate to the Dispatch screen.
Locate the trip in the dispatch grid.
Find the Status column for that trip. Click the status field to open the status selector.
Select the appropriate status from the list.
RoutingBox Classic
Navigate to the Dispatch screen.
Locate the trip in the dispatch grid.
Find the Status column for that trip. Click the status field to open the status selector.
Select the appropriate status from the list.
Important — GPS breadcrumbs: When a dispatcher manually updates a trip status, GPS breadcrumb data is not captured for that status change. The update will be recorded in RoutingBox, but no GPS coordinate will be tied to it. This is relevant if the trip is subject to broker GPS requirements. If GPS documentation may be needed, be aware that manually set statuses will not appear in breadcrumb data.
Trip stuck in the wrong status
If a trip is showing a status it should not be in — for example, still showing as En Route after the driver has returned, or stuck at Arrived at Pickup when the trip was completed — this is most commonly caused by the driver not updating their milestones in the app at the correct time.
If the driver is still available, have them update the status correctly through the app. If the driver is no longer available or has already logged out, a dispatcher can manually correct the status from the Dispatch screen using the steps above. To guide the driver in correcting the status, instruct them to open the trip in the RoutingBox Mobile app, access the status dropdown menu, and select the appropriate previous or missed status to correct the error.
Keep in mind: Manually correcting a status via the dispatch screen will not capture GPS for that update. If the trip is a MAS trip or subject to other broker GPS requirements, contact your broker directly if you have concerns about the impact on that trip. Additionally, MAS does not accept status entries older than 30 minutes, even if corrected via the attestation screen. Additionally, MAS has indicated that only the first instance of each status is utilized by MAS when determining trip acceptability. Duplicate statuses, such as a second "En Route to Pickup," may have a negative impact on Trip acceptability. Only missed statuses can be corrected via the attestation screen, and these corrections require a GPS breadcrumb that is less than 30 minutes old relative to its collection time.
Status not updating after driver action
If a driver has tapped a milestone in the app but the status is not reflecting in RoutingBox, there are a few things to check:
Confirm the driver's device has an active internet connection — status updates require connectivity to sync
Confirm location permissions on the driver's device are set to 'Always On' — without this, status updates may not register correctly
Ask the driver to check whether a warning banner appeared at the top of their app screen, which would indicate a GPS or connectivity issue at the time of the update
If the status still has not updated after a few minutes, a dispatcher can manually set the correct status from the Dispatch screen. Note: adjusting the status from the Dispatch Screen will not capture GPS data for that status.
Power off the driver's device completely and then turn it back on.
If the issue persists after checking connectivity and permissions, have the driver log back into the RoutingBox Mobile app after rebooting the device.
If a trip has reverted to "Pending" with missing final statuses, instruct the driver to open the RoutingBox Mobile app at the dropoff location, tap the status at the top of the app, select "Arrived at Dropoff," and then select "Completed" to finalize the trip.
Trips Rearranging on the Dispatch Screen
Trips on the Dispatch screen may appear to move or rearrange due to certain settings or interactions. To address this:
Disable Automatic Scrolling: Open the Dispatch settings and turn off the option for "automatic scrolling to the current time block." This prevents the screen from automatically adjusting to the current time.
Refresh Your Browser: A simple browser refresh can resolve display-related issues.
Avoid Filter Toggles: If you are using filters, avoid using the mouse scroll wheel or arrow keys, as these can inadvertently toggle between filters and change the displayed trips.
Completed Trips Reappearing in the Dispatch Screen
If a trip that was marked complete is reappearing in the active dispatch queue, start with two quick checks:
Refresh the Dispatch screen — a page or screen refresh will resolve a display issue if that is what is causing it
Confirm the trip status in the status field directly — if it still shows as Completed, the trip may be appearing due to a view filter or sort setting rather than a genuine status change
If neither check explains it and the trip is genuinely showing an active status it should not be in, reach out to our support team via live chat. This is not a common occurrence and typically requires investigation to determine the cause.
Trip showing as complete when it shouldn't be
If a trip has been marked complete prematurely — either by the driver tapping through milestones too quickly or by an accidental dispatcher update — a dispatcher can correct the status from the Dispatch screen. Select the appropriate status to move the trip back to where it should be in the workflow.
Once a trip is in a Completed, Cancelled, or No-Show status, the driver can no longer update it from the app. Only a dispatcher can make changes at that point.
Broker impact: If a trip is completed prematurely, the timestamps recorded for those milestones may affect whether the trip is accepted by your broker. Some Brokers review milestone timing as part of trip verification, and timestamps that don't reflect the actual trip may result in a denial. If you have concerns about a specific trip, contact your broker directly. For MAS trips, note that MAS has indicated that they only utilizes the first instance of each status in review of trip acceptability. Duplicate statuses or corrections made via the attestation screen for entries older than 30 minutes may not resolve potential GPS deviations. Corrections are only possible for missed statuses, which must be added via the attestation screen using a GPS breadcrumb less than 30 minutes old.
Resolving Canceled Trip Updates
If a trip was previously canceled in MAS, the integration with RoutingBox cannot automatically change its status back to "Scheduled." To ensure the trip updates correctly:
Move the Trip to Scheduled in MAS: Navigate to the trip in MAS and manually change its status from "Canceled" to "Scheduled."
Use the Importer to Update Details: Once the trip is set to "Scheduled," use the importer in RoutingBox (e.g., MAS Direct Connection under "Import Trips") to pull in the updated trip details. The changes will then appear in your RoutingBox schedule.