Assets FAQs

Q: My asset data isn't available

A: If there is no asset data showing, the machine may not be reporting. Please use the support button to send us a message with the asset serial number details and we will investigate the issue.

Q: How to connect my asset data?

A: If an asset is not connected, you can request for it to be connected from the asset fleet (the three dots menu on the right side) then select Request Connection. Alternatively, if you select a not connected asset enter in the asset view, you can request to connect the asset there.

When requesting to connect an individual asset, you can also choose the "connectivity options for other non-connected assets" to make a request to connect all of the remaining non-connected assets.

Q: My asset is connected but not reporting.

A: If the asset has a green icon indicating connection, but is not reporting, there may be a hardware issue. Please use the support button to send us a message with the asset details and we will investigate the issue.

Q: My asset is in the list but not in the map (Isn't connected).

A: Only connected assets will appear in the map view, this is because unconnected assets do not report their location.

Q: I can't find my asset in the list.

A: Try searching for the asset in the search bar, you can search by serial number or asset ID. If you still cannot find your asset, please use the support button to send us a message with the asset details and we will investigate the issue.

Q: What do the colours mean on my asset data?

A: The colours indicate the connectivity of the asset.

If the icon colour is green, it is indicating the asset is connected and reporting.

If the icon colour is orange, the asset is connected but has not reported in the last 7 days.

If the icon colour is grey, the asset is not connected.

Q: My asset has a high fault code flagged, what should I do?

A: Within the key asset view of that asset, you can find a breakdown of the asset's fault codes along with fault code descriptions. For further information on the fault code, you can find an extended description of the fault code in Caterpillar SIS 2.0.

Q: How to find my closest branch?

A: Currently, you cannot locate the closest branch based on your location. However, you are able to find branches in the map, you can click their location which will open your native mapping application to give you directions.

Q: What is an asset ID?

A: An asset ID is a unique ID given to an asset to distinguish it from the rest of your fleet.

Q: How do I find my serial number?

A: In the fleet list, it is the third set of number/letters in an asset card. In the key asset view for an asset, it is located in the basic information panel.

Q: Why is there no service history showing?

A: The service history section displays any services you have completed with Hastings Deering within the past 2 years. If your machine has had a service and it's not showing, please contact support through the support button to send us a message.

Q: How do I connect my machine to see its data?

A: For non-connected machines, click the button "Request Connection". Then select if you want to submit the request for only that machine, or request all of the non-connected machines from the fleet list. A technology specialist will contact you to discuss connectivity options.

Q: Viewing your service history

A: On the key asset information page you will see the service widget, this will display the last three months in which a service has occurred with Hastings Deering. When you click "See full service history" the past 2 years of services will be displayed on the screen.

Q: What is a call number?

A: Call number, also known as work order, is the number Hastings Deering use to process your request for maintenance or repairs of your equipment. You can also find the "call number" at the top of your invoice.

Q: I can see a machine that I don't own - what should I do?

A: Please contact support through the support button at the bottom of the page, remember to reference the serial number of the machine you would like investigated.

Q: What is an hour meter?

A: Often referred to as SMU (service meter unit) the hour meter is a method of tracking units of time associated with the machine.

Q: What type of services would be on the list? Categories

A: Any field or workshop service you have performed with Hastings Deering in the last 2 years.