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Common Issues and Solutions

This guide covers the most common problems users encounter with VanRoute and how to resolve them.

App Issues​

App Won't Open or Crashes on Startup​

Symptoms:

  • App closes immediately after opening
  • White screen or black screen
  • Error message on startup

Solutions:

  1. Force quit and reopen

    • iOS: Swipe up from bottom → swipe VanRoute up → reopen
    • Android: Recent apps → swipe VanRoute away → reopen

  2. Check for updates

    • Open App Store (iOS) or Google Play (Android)
    • Search for VanRoute
    • Tap Update if available

  3. Restart your device

    • Power off completely
    • Wait 30 seconds
    • Power back on
    • Try app again

  4. Reinstall the app

    • Delete VanRoute
    • Restart device
    • Download and install again
    • Sign in with existing account

App is Slow or Freezes​

Symptoms:

  • Map takes long to load
  • Route calculation times out
  • Touch responses delayed
  • App becomes unresponsive

Solutions:

  1. Clear app cache

    • Settings → Map Settings → Clear Cache
    • Restart app

  2. Check internet speed

    • Run speed test
    • Switch between WiFi and mobile data
    • Move to area with better signal

  3. Free up device storage

    • Settings → Storage (on device)
    • Delete unused apps and files
    • Need at least 500MB free

  4. Close other apps

    • Close background apps
    • Restart device if needed

  5. Reduce map quality

    • Settings → Map Settings → Data Saver mode

Location Not Working​

Symptoms:

  • Blue dot not showing on map
  • "Location unavailable" message
  • Location stuck at old position
  • Inaccurate location

Solutions:

  1. Check location permissions

    • iOS: Settings → Privacy → Location Services → VanRoute → While Using the App
    • Android: Settings → Apps → VanRoute → Permissions → Location → Allow only while using the app

  2. Enable location services globally

    • iOS: Settings → Privacy → Location Services → ON
    • Android: Settings → Location → ON

  3. Improve GPS signal

    • Move away from buildings and tunnels
    • Move away from heavy tree cover
    • Wait 30-60 seconds for GPS lock
    • Clear view of sky helps

  4. Check airplane mode

    • Ensure airplane mode is OFF
    • Settings → Airplane Mode

  5. Reset location services

    • iOS: Settings → General → Reset → Reset Location & Privacy
    • Android: Settings → Apps → VanRoute → Storage → Clear Data (WARNING: Will sign you out)

Routes Won't Calculate​

Symptoms:

  • "No route found" error
  • Route calculation times out
  • Route shows wrong path
  • Spinning/loading forever

Solutions:

  1. Check internet connection

    • Routes require internet to calculate
    • Ensure WiFi or mobile data is on
    • Test with browser

  2. Verify destination

    • Ensure destination is a real location
    • Try different search terms
    • Select from search suggestions

  3. Check vehicle dimensions

    • Profile → My Vehicles
    • Verify height, width, weight are correct
    • May be no safe route for very large vehicles

  4. Try alternative destination

    • Some locations not accessible by road
    • Try nearby town or landmark
    • Check if destination is off-road

  5. Adjust route settings

    • Route Settings → Turn off "Avoid unsealed roads"
    • May be no sealed route available
    • Consider alternative routes

Account Issues​

Cannot Sign In​

Symptoms:

  • "Invalid email or password" error
  • Account not recognized
  • Sign in button doesn't work

Solutions:

  1. Check email and password

    • Ensure correct email address
    • Check for typos
    • Email is case-insensitive
    • Password IS case-sensitive

  2. Reset password

    • Tap "Forgot password?"
    • Enter email address
    • Check email for reset link
    • Check spam folder if not received
    • Link expires in 24 hours

  3. Verify account

    • Check email for verification link
    • Account must be verified to sign in
    • Tap "Resend verification email"

  4. Check internet connection

    • Need internet to sign in
    • Try WiFi instead of mobile data

Cannot Sign Up​

Symptoms:

  • "Email already exists" error
  • Sign up button disabled
  • Verification email not received

Solutions:

  1. Email already registered

    • Try signing in instead
    • Use "Forgot password" if needed
    • Or use different email address

  2. Check email format

    • Must be valid email (user@domain.com)
    • No spaces allowed
    • Special characters may cause issues

  3. Password requirements

    • At least 8 characters
    • Mix of letters and numbers
    • Try stronger password

  4. Verification email issues

Forgot Password​

To reset:

  1. Tap Forgot Password on sign in screen
  2. Enter your email address
  3. Tap Send Reset Link
  4. Check email for reset link (check spam)
  5. Tap link in email
  6. Enter new password
  7. Confirm new password
  8. Tap Reset Password

Not receiving email:

  • Check spam/junk folder
  • Verify email address is correct
  • Wait up to 10 minutes
  • Try again with "Resend"
  • Contact support if still not received

Map Issues​

Map Not Loading​

Symptoms:

  • Grey screen instead of map
  • Map tiles missing
  • Roads not showing

Solutions:

  1. Check internet connection

    • Map tiles download over internet
    • Switch between WiFi and mobile data
    • Move to area with better signal

  2. Clear map cache

    • Settings → Map Settings → Clear Cache
    • Wait for map to reload

  3. Change map layer

    • Try different map layers (Standard, Satellite, etc.)
    • If one works, issue with specific layer

  4. Update app

    • Check for VanRoute updates
    • Old versions may have compatibility issues

Hazards Not Showing​

Symptoms:

  • Map shows roads but no hazard markers
  • Some hazards missing
  • Hazard count shows zero

Solutions:

  1. Check zoom level

    • Zoom in closer (hazards hide when zoomed out)
    • Need to be zoomed to at least city level

  2. Check filters

    • Tap filter icon
    • Ensure hazard types are enabled
    • Reset filters to defaults

  3. Check "My Vehicle Only" filter

    • If enabled, only shows hazards affecting your vehicle
    • Disable to see all hazards
    • Add vehicle if none configured

  4. Refresh map

    • Pull down on map to refresh
    • Or restart app

Fuel Prices Not Showing​

Symptoms:

  • Fuel stations show but no prices
  • Prices show as "---"
  • Prices seem outdated

Solutions:

  1. Check state availability

    • Live prices only available in NSW, QLD, VIC
    • Other states show stations but not prices

  2. Check internet connection

    • Prices update over internet
    • Need active connection

  3. Wait for update

    • Prices update every 15-60 minutes
    • May take a few minutes after opening app

  4. Check station type

    • Independent stations may not report prices
    • Major brands more reliable

Vehicle Issues​

Cannot Save Vehicle​

Symptoms:

  • "Dimensions invalid" error
  • Save button disabled
  • Changes not saving

Solutions:

  1. Check dimension ranges

    • Height: 1.5m - 4.5m
    • Width: 1.5m - 3.0m
    • Length: 3m - 20m
    • Weight: 1000kg - 20000kg

  2. Check required fields

    • Vehicle type (required)
    • Height (required)
    • Width (required)
    • Length (required)

  3. Check number format

    • Use decimal point (not comma)
    • Example: 3.2 (not 3,2)
    • No units in number (just the value)

  4. Internet connection

    • Need internet to save vehicle
    • Try WiFi instead of mobile data

Vehicle Not Showing in Route Planning​

Symptoms:

  • No vehicle selected
  • Default measurements used
  • Vehicle list empty

Solutions:

  1. Add a vehicle

    • Profile → My Vehicles → + Add Vehicle
    • Enter vehicle specifications

  2. Set default vehicle

    • Profile → My Vehicles
    • Tap vehicle
    • Set as Default

  3. Sync account

    • Pull down to refresh in My Vehicles
    • Or sign out and sign back in

Route Planning Issues​

"No Route Found" Error​

Causes and solutions:

Destination not accessible:

  • Try nearby alternative
  • Check if location is off-road
  • Verify destination exists

Vehicle too large:

  • Check vehicle dimensions are correct
  • May be no safe route for your vehicle
  • Try reducing height/width to see if route appears
  • Consider alternative destination

Too many restrictions:

  • Turn off "Avoid unsealed roads"
  • Turn off "Avoid toll roads"
  • Turn off "Avoid ferries"
  • May need to use some restricted roads

Internet timeout:

  • Route calculation interrupted
  • Try again
  • Check internet speed

Too Many Hazards on Route​

If route shows many red hazards:

  1. Verify vehicle dimensions

    • Check height, width, weight are correct
    • Incorrect dimensions cause false warnings

  2. Review each hazard

    • Tap each red hazard marker
    • Check if clearance is actually too low
    • Some may be acceptable with caution

  3. Find alternative route

    • Request alternative routes
    • May need to go longer way
    • Some destinations not suitable for large vehicles

  4. Update route preferences

    • Route Settings → Prefer "Safest route"
    • Avoid specific road types

Route Different from Google Maps​

This is expected!

Google Maps doesn't consider:

  • Vehicle height restrictions
  • Narrow roads unsuitable for caravans
  • Weight limits on bridges
  • Caravan-specific hazards

VanRoute routes are longer but SAFER for your vehicle.

Fuel Economy Issues​

Inaccurate Fuel Consumption​

Symptoms:

  • Consumption much higher/lower than expected
  • Range estimates way off
  • Fuel log doesn't match reality

Solutions:

  1. Recalibrate consumption

    • Fill tank completely
    • Drive 200-400km
    • Fill tank again
    • Calculate: (Liters / Distance) × 100
    • Update in vehicle settings

  2. Check driving conditions

    • City driving uses more fuel
    • Mountains use more fuel
    • Wind affects consumption
    • Speed greatly affects economy

  3. Verify vehicle data

    • Check weight is correct
    • Ensure vehicle type matches
    • Update fuel type if changed

Fuel Prices Incorrect​

Solutions:

  1. Check price age

    • Tap station to see update time
    • Prices may be 1-24 hours old
    • Verify price visually before filling

  2. Report incorrect price

    • Tap station → Report Issue
    • Helps improve data quality

  3. Use major brands

    • Independent stations may not report
    • Major brands more reliable

Performance Issues​

High Data Usage​

Solutions:

  1. Enable data saver

    • Settings → Map Settings → Data Saver
    • Reduces map tile quality

  2. Download offline maps (when available)

    • Settings → Offline Maps
    • Download regions before travel

  3. Use WiFi when planning

    • Plan routes on WiFi before leaving
    • Reduces mobile data use

Battery Draining Fast​

Solutions:

  1. Reduce screen brightness

    • Use auto-brightness
    • Or manually reduce brightness

  2. Enable dark mode

    • Settings → Appearance → Dark mode
    • Saves battery on OLED screens

  3. Close other apps

    • Background apps drain battery
    • Close unused apps

  4. Use car charger

    • Keep phone charged while navigating
    • Essential for long trips

  5. Reduce map refresh rate

    • Settings → Map Settings → Battery Saver

Getting More Help​

Check App Status​

Issues affecting all users are posted at:

  • Twitter: @VanRouteApp
  • Facebook: facebook.com/vanroute
  • Status page: status.vanroute.com.au (coming soon)

Contact Support​

If issues persist:

Email Support:

  • support@vanroute.com.au
  • Response within 24-48 hours
  • Include:
    • Device type (iPhone 13, Samsung Galaxy, etc.)
    • OS version (iOS 16, Android 12, etc.)
    • App version (Settings → About)
    • Description of problem
    • Steps to reproduce
    • Screenshots if relevant

In-App Support:

  • Profile → Help & Support → Contact Support
  • Automatically includes device info

Report a Bug​

  1. Profile → Help & Support → Report Bug
  2. Describe the issue
  3. Steps to reproduce
  4. Expected vs actual behavior
  5. Attach screenshots if helpful
  6. Submit

Suggest a Feature​

  1. Profile → Help & Support → Suggest Feature
  2. Describe feature idea
  3. Explain use case
  4. Why it would be helpful
  5. Submit

Emergency Support​

If You're Stranded​

Roadside Assistance:

  • NRMA: 13 11 11 (NSW/ACT)
  • RACV: 13 11 11 (VIC)
  • RACQ: 13 11 11 (QLD)
  • RAC: 13 11 11 (WA)
  • RAA: 13 11 11 (SA)
  • RACT: 13 11 11 (TAS)
  • AANT: 08 8925 5901 (NT)

Emergency Services:

  • 000 for police, fire, ambulance
  • 112 from mobile (works when no signal)
  • State SES: 132 500 (flood, storm)

VanRoute Cannot:

  • Provide emergency assistance
  • Send roadside help
  • Guarantee route safety
  • Replace professional services

Always call emergency services if in danger.

Still having issues? Email support@vanroute.com.au