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Troubleshooting OpenTrack Tracking in TMS

This article explains how to manage and troubleshoot OpenTrack tracking responses and common integration issues using the TMS.

Overview

OpenTrack integration helps keep shipment tracking information connected between the TMS and OpenTrack. When tracking updates are missing, checking the integration connection, credentials, and shipment status can help identify where the issue is occurring before additional troubleshooting is needed.

 

How OpenTrack integration must be set up

  • Your organization must be linked to the OpenTrack integration in the TMS.
  • The integration requires a valid OpenTrack Username, Password, and API Key.
  • The OpenTrack integration must be active and connected to your organization.

Starting and viewing OpenTrack tracking

  • Shipments can be dispatched to OpenTrack from the TMS; once dispatched, tracking will appear as active.
  • Container tracking can be started from:
    • Shipment Location History
    • Check Call modal

Step-by-step troubleshooting checklist

  1. Confirm your organization is linked

    • Verify that your organization is linked to the OpenTrack integration in the TMS. If not linked, the integration will not return tracking updates.

  2. Confirm credentials are active (user and password)

  3. Confirm shipment dispatch

    • Verify the shipment was dispatched to OpenTrack from the TMS and that tracking shows as active in the Location History.

  4. Refresh session after changes

    • After establishing or repairing the connection, log out of the TMS and log back in to refresh access.

  5. Check tracking interfaces

    • Look for tracking updates in the Shipment Location History and the Check Call modal.

  6. Contact your brokerage admin support

    • If the organization is not linked or credentials need correction, contact your IT support or TMS administrator to update the integration settings.
    • If issues persist after validating linkage and credentials, open a support ticket so Product/Development can investigate unexpected behavior.

Known error messages to note

  • A message indicating the organization is not linked to OpenTrack means the integration connection is missing.
  • An error observed in logs: "Object reference not set to an instance of an object." — include this error when contacting support if you see it.