Support

• How does DriveSync connect to my car?
  • DriveSync connects to your car via an in-car device that plugs into the standard OBD II port in your car. All vehicles manufactured since 1996 include a standard port that interfaces directly with your car’s diagnostics and is normally located under the dash on the driver’s side inside the car. For help finding your car’s OBD II port or connecting the in-car device properly, call DriveSync Care at 1-866-534-7243 or email our Care Team support[@]drivesync.com.
• How do I access my driver data?
  • Each vehicle synced up with DriveSync has dedicated access to the interactive DriveSync portal. If you are a policyholder and have activated DriveSync for a Usage-Based Insurance program, you will have received the respective portal link and user access information (username and password) directly from your insurance company.
• Do I have to change my timezone when Daylight Saving Time takes effect?
  • No, the DriveSync portal automatically adjusts for Daylight Saving Time according to your selected vehicle time zone. Just make sure your Vehicle Settings are configured for the time zone in which your vehicle is typically driven.
• How do email notifications work?
  • A Notify Me page at the portal provides simple setup options that enable you to closely but conveniently monitor certain types of vehicle use. Depending on your Notify Me settings, you can request that DriveSync send you an email after a trip in which your vehicle exits a particular area, exceeds a certain speed, or is used at an unauthorized time of day. You can choose to monitor one or more of these conditions as desired, defining specific limits in text boxes or on an easy-to-use pop-up map. Notify Me violations are also reported on My Trips: Events View.Tutorials for all Notify Me features are included in the DriveSync Complete User’s Guide.
• How do I change my vehicle information?
  • og into your DriveSync account and complete the following steps:1. In the My Vehicle box located in the left column, click “View Settings”.

    2. The current vehicle information will now be visible. Click ‘Edit’ to change the current vehicle information.

    3. The following form with the current vehicle information is displayed (sample):

    4. Modify any of the fields as necessary. Please note that the time zone is used for portal reports for this vehicle, so choose the area in which this vehicle typically is driven.

    5. Click ‘Save’ when done. This will update the vehicle information on your DriveSync™

• How do I set up a ‘Geofence Crossing’ notification?
  • First create the GeoFence:
    1. On the Notify Me page, click the Show Map button to display the pop-up GeoFence map.
    2. Use the standard zoom and pan controls to focus on your general geographic area of interest (default = your own city/area).
    3. Click two points on the map to define the opposing corners of your desired GeoFence rectangle. Adjust the “balloon” locations to fine-tune.
    Then enable email:
    4. Near the top of the page, enable the Email checkbox.
    5. Near the bottom of the page, provide the email address where you wish to receive any alerts.
    6. Click Save. Upon the completion of a trip, DriveSync will notify you via email if any GeoFence Crossings were detected during that trip.
• How do I set up an ‘Over Speed’ notification?
  • 1. On the Notify Me page, click the Over Speed drop-down list labeled Threshold.
    2. Select the desired threshold for speed; this is the maximum speed you feel your vehicle should be driven without your knowledge.
    3. Enable the Over Speed Email checkbox.
    4. Near the bottom of the page, provide the email address where you wish to receive any alerts.
    5. Click Save. Upon the completion of a trip, DriveSync will notify you via email if any Over Speed occurrences were detected during that trip.
• How do I set up an ‘Unauthorized Driving Period’ notification?
  • T1. On the Notify Me page, locate the Unauthorized Driving Period drop-down lists labeled Start Time and End Time.
    2. Using the Start Time and End Time lists, define the daily period of time during which you expect your vehicle to remain parked. Make sure to set the desired “a.m.” and “p.m.” as well.
    3. Enable the Unauthorized Driving Period Email checkbox.
    4. Near the bottom of the page, provide the email address where you wish to receive any alerts.
    5. Click Save. Upon the completion of a trip, DriveSync will notify you via email if any part of that trip occurred during your Unauthorized Driving Period
• How do I switch the units of measure between Imperial (US/UK) and Metric (Canada)?
  • 1. Click “View Settings” in the My Account box located in the left column:
    2. In the Settings page, click Edit.
    3. Scroll to the Measurement System section at the bottom of the Settings form:
    4. Select your desired Measurement System (and Time Format, if desired).
    5. Click Save.
• How is my ‘Carbon Footprint’ calculated?
  • Engine performance statistics such those reported on the Green Report page are based on the Vehicle Diagnostic Codes (VDCs) passed directly from your vehicle engine to the DriveSync IVU. When a trip ends and the collected data is transferred to the main DriveSync server for processing, the data undergoes series of calculations to determine fuel usage and carbon emissions.The Carbon Footprint value shown in the Green Report for your vehicle is a projected estimate of Carbon Dioxide emissions for the entire calendar year, based on all data accumulated to date (minimum of 30 days). This projection is continually refined as additional driving/vehicle data is collected over time.
• How is my ‘Environmental Impact’ calculated?
  • Engine performance statistics such those reported on the Green Report page are based on the Vehicle Diagnostic Codes (VDCs) passed directly from your vehicle engine to the DriveSync IVU. When a trip ends and the collected data is transferred to the main DriveSync server for processing, the data undergoes series of calculations to determine fuel usage and carbon emissions. The impact represents total weight of carbon.The My Environmental Impact graphic showing a series of progressively healthy trees illustrates
    how your calculated emissions (marked with a red line) compare to the average passenger vehicle
    (marked with a blue line) as defined by the Environmental Protection Agency (EPA).
• How do I confirm proper data transfer after a trip?
  • Complete the following troubleshooting steps to diagnose why a DS2550 IVU seems unable to transfer data to the DriveSync servers at a prescribed time after each trip:1. Make sure the device has been activated with a valid DriveSync account.

    2. Turn off the vehicle outdoors in an open area, and plug the DS2550 DriveSync IVU into the vehicle’s OBD-II port. Wait 1-2 minutes.

    3. Turn on the vehicle. Is the GREEN light either blinking or fully on?
    a. If YES: OBD-II connection to vehicle is OK. Proceed to Step 4.
    b. If NO: Device cannot communicate with vehicle’s OBD-II port, and is likely faulty. An RMA is required for returning the device.
    4. The AMBER light should flash for 1 to 2 minutes as it searches for and establishes a GPS fix.
    If the AMBER light continues to flash after 5 minutes, the device is likely faulty. An RMA is required for returning the device.
    If the AMBER light stops flashing and is steadily on, GPS communications are properly established; proceed to Step 5.
    5. At the scheduled time of data transfer, the device will attempt connection to the GSM/cell network and the DriveSync servers – this searching should cause the RED LED to start flashing. The following are possible scenarios:
    a. If RED LED remains OFF, the SIM may be improperly installed within the device.
    b. If the RED LED continues to flash after 5 minutes, the device cannot find/connect to the DriveSync servers. Confirm good cell coverage in this area by checking the network status on a mobile phone.
    If OK, escalate to TIER 2 :
    i. TIER 2: Ensure the device’s IMEI is in the DriveSync Server’s configuration file.
    ii. TIER 2: Issue a “Get Configuration” SMS command to confirm that the device’s APN and server configuration are correct. If not, fix the configuration via SMS command, and then repeat the entire
    troubleshooting process from Step 1.
    c. If the RED LED stops flashing and is steady, the device is properly connected to the
    DriveSync server via GSM/cell. Proceed to Step 6.

    6. Drive for at least 2 minutes, then turn the ignition off. Note the LEDs may remain on for a
    few minutes.

    7. Wait until the configured data transfer timer has elapsed (this is the interval after each trip’s end when data transfer is scheduled to occur; not applicable to programs in which data transfers while driving). Then, allowing some additional time for server processing,look for the trip on the portal’s My Trips page.
    a. If the trip appears on the My Trips page, then SUCCESS. The device and its configuration are properly set up and data is transferring normally.
    b. If the trip still does not appear on the My Trips page, please troubleshoot the server’s configuration further. This diagnostic process is explained in a separate document

• I am not seeing my data on the portal – what do I do?
  • Common reasons for missing data reports include:
    a) Your DriveSync IVU has been unplugged from the OBD-II port.
    b) The vehicle is in an area with no GSM/cell coverage, so the IVU cannot transfer its stored
    information to the portal. Once the IVU detects cell coverage, data will be uploaded.
    c) The vehicle is in an underground parking lot and the GSM/cell signal is lost, so the IVU
    cannot transfer its stored information to the portal. Once the cell signal is recovered, data
    will begin to transfer.
    d) Your data is not yet transferred – the data transfer timer determines the transfer time (for
    example, in some programs data transfers 30 minutes after each trip).
    e) Your data is transferred, but still awaiting processing into reports at the portal. Depending
    on the current server load, it may take some time to complete processing of uploaded
    data; please allow up to one hour for the portal to display your processed data reports.
• Why is there no data on my Green Report when all of my other portal pages are working fine?
  • The DriveSync IVU depends on specific sensors being available in your vehicle in order to report this information. Unfortunately, these sensors are not available in all vehicles – prohibiting us from reporting fuel consumption and Carbon Dioxide emissions for all vehicles.
• I received my DriveSync in-car device in the mail, how do I start?
  • Follow these 8 steps to activate your first DriveSync IVU (device) and create your DriveSync account.1. Using your web browser, go to the URL indicated in start-up materials provided with the DriveSync unit. If activation was done for you during the enrollment process, your user Login will be provided instead.

    Skip to Step 7.
    2. At the DriveSync portal, click the “Activate My Account” button in the left column.

    3. Complete the following form:

    Serial Number: For convenience, the first few digits are pre-entered. Consult the DriveSync IVU label for the complete number.
    VIN: Use the Vehicle Identification Number supplied to the Insurance Carrier during
    enrollment. Consult your vehicle registration card or vehicle dashboard near the wiper
    area (typical).

    4. Review and accept any Terms & Conditions presented.

    NOTE: Required for all participants
    5. Complete all remaining information. Tips:
    a. Nickname: A short name for easy vehicle I.D. at the portal.
    b. Time Zone: The time zone for most driving and for all DriveSync reports.
    c. Username: Your desired username for login at the portal.
    d. Password: Your desired password for login at the portal.

    6. Click Activate. This will officially link your device to your VIN and account, and will enable DriveSync to work.

    7. With the vehicle off and parked in an open area with cellular network coverage, plug DriveSync into the OBD-II port. The LEDs will momentarily turn on, then off.

    8. Wait a minute or two before starting your vehicle and taking your first test drive.

• I noticed trip locations on the map are not always accurate – why?
  • TA few factors can contribute to inaccuracies, most of which relate to current limitations in GPS
    technology. For example:
    In an urban area dense with tall buildings, the GPS signal may bounce around and interfere with readings.
    GPS technology is currently accurate to within approximately 65 ft (20 meters).
    Your vehicle may be parked underground or in a garage
• My trips show the wrong time. How do I select the proper Time Zone for my driving?
  • Your portal reports are displayed according to the time zone currently configured for your vehicle(s). If the reports show incorrect times (such as a few hours early or late), the time zone likely needs to be changed to suit the
    area in which your vehicle drives. Log in and complete the following steps:
    1. In the My Vehicle box located in the left column, click “View Settings”.
    2. In the “My Vehicle Settings” page, click the “Edit” button.
    3. At the bottom of the “Edit Vehicle Settings” page there is a “Time Zone” field that can be edited:
    4. Select the time zone in which your vehicle is typically driven.
• What if I can’t seem to find the OBD II port in my vehicle?
  • If you cannot locate your OBD-II port, click Where is my OBD-II? to view the designated OBD-II
    location according to each specific vehicle make and model.
• What do the report values labeled “Average Vehicle” refer to?
  • Average Vehicle refers to the average performance of all other vehicles participating in the DriveSync program during the selected period.
• What is GPS ‘drift’?
  • GPS drift is a phenomenon that you might experience when viewing the trip map on the web portal. When a vehicle is idle, the map might show the position of the vehicle drifting back and forth. GPS drift only happens when car is parked underground, parked in a garage, or when surrounded by tall buildings (e.g., a dense urban area). GPS drift causes inaccuracies in reports

In-Car Device FAQs

• Can DriveSync’s in-car device drain my battery?
  • After vehicle ignition is turned off, connected electronic devices typically remain active and cause the voltage of the vehicle battery to gradually drop over time. The rate of this voltage decline depends on the condition of the battery — the weaker the battery, the faster the decline. A range of safeguards in DriveSync help prevent unnecessary draw on your vehicle battery:
    DriveSync continually monitors the vehicle battery power level every second, even while the ignition is on, and watches for 3 key power thresholds as shown below.
    DriveSync immediately enters a low-power standby mode when you turn off the ignition.
    DriveSync fully shuts down into a hibernation mode if vehicle battery voltage drops below 10.5 V.
    If the vehicle battery power level falls below any of the following thresholds for 2-4 minutes, DriveSync responds as described:

    < 11.4 V:
    If engine is off: DriveSync briefly turns on its GSM/cell modem to send a Notification Message to the DriveSync server.
    If engine is on: DriveSync writes a Notification Message to non-volatile memory, and sends it at the next prescribed time for normal data transfer.
    < 11.0 V:
    If engine is off: DriveSync briefly turns on its GSM/cell modem to send a Warning Message to the DriveSync server. In addition, any OBD-II communications cease.
    If engine is on: The current trip stops and OBD-II communications cease; no further data is collected. DriveSync writes a Warning Message to non-volatile memory, and sends it at the next prescribed time for normal data transfer.
    < 10.5 V:
    If engine is off: DriveSync writes a Critical Warning Message to non-volatile memory. In addition, any OBD-II communications cease and the GSM/cell modem is fully shut down. The device enters a special hibernation mode consuming less than 2 mA.
    If engine is on: The current trip stops and OBD-II communications cease. DriveSync writes a Critical Warning Message to non-volatile memory. The device enters a special hibernation mode consuming less than 2 mA.
    Recovery: DriveSync resumes full operation when normal battery voltage is restored and sustained for a minimum of 2 hours. At the next prescribed time for data transfer,DriveSync will then send the Critical Warning Message along with current data.

• How do I install the DriveSync In-Car Device?
  • Turn off your vehicle.
    Examine the underside of the vehicle interior/dashboard for the 16-pin OBD-II port location. This location can vary with each vehicle, but is most commonly found in the knee area near the steering column. TIP: A small flashlight and mirror may help if the OBD-II port is not readily visible.
    Carefully align the DriveSync In-Vehicle Unit at your vehicle’s OBD-II port. Slide firmly into place and fully secure without twisting or forcing.
    All three DriveSync IVU lights will momentarily turn on, then off.
    DriveSync is now ready to use.
• How do I interpret the in-car device lights (LEDs)?
  • TThree light-emitting diodes (LEDs) on the DS2550 IVU indicate different operating conditions:
    AMBER: GPS status. Flashing = searching for GPS; Steady = GPS tracking.
    GREEN: OBD-II activity (communication) when flashing; Steady = OBD-II connected/powered.
    RED: GSM/cellular network status. Flashing = searching for GSM connection and/or server; Steady = transferring data (to DriveSync servers) via cellular link.
    In addition, note that LEDs may remain on for awhile after ignition is turned off.
• What’s inside the in-car device and what does it do?
  • The DriveSync IVU contains the following main components:OBD-II module
    This hardware component collects specific information directly from the vehicle’s Onboard Diagnostics Board. This information includes Speed, Engine RPM, and Fuel Consumption.
    GPS receiver + embedded antenna
    This component collects location and time information based on satellite communications. This information includes: geographical coordinates (Latitude and Longitude), time, speed, GPS signal quality, and the number of GPS satellites available.
    GSM/cell Modem + embedded antenna
    This component regularly transmits collected data to the DriveSync servers via an established wireless cellular (GSM) network.
    Main Controller Board
    This component provides the logic for the IVU to perform its functions, and contains the storage area (memory) for collected data.
• When does the in-car device transfer collected data to the portal?
  • By default, driving/vehicle data auto-transfers from each DriveSync IVU to the DriveSync servers every 30-90 seconds – i.e., while driving. When traveling through areas without cell coverage, transfers are delayed until cell coverage is next available.Alternatively, a given DriveSync program may be customized so that each IVU auto-transfers data to the DriveSync servers 30 minutes after every trip (with a trip defined by turning off the vehicle ignition). In this configuration, data does not transfer while driving. If desired, an IMS administrator can shorten or lengthen this Data Transfer Timer interval (1-180 minutes) as part of the overall DriveSync program setup process.

    If there is no GSM/cellular coverage at the expected time of transfer, data remains in IVU memory until the next time vehicle ignition is turned off in an area with adequate cellular coverage (after the timed interval has elapsed, of course). Likewise, if the vehicle ignition is turned on during data transfer, the upload process stops within approximately 30 seconds and any remaining data simply passes to the server during the next transfer.

    Regardless of which method of data transfer is chosen, the configuration applies to all DriveSync

• Where is the OBD-II port in my car?
  • Although precise location can vary widely from vehicle to vehicle, the OBD-II port is most commonly found in the knee area near the steering column (see right). If you cannot readily locate your OBD-II port,click Where is my OBD-II? to view the OBD-II location in a specific vehicle make and model.