What you'll accomplish
You will help carriers resolve common electronic logging device (ELD) connection problems on the Equipment tab in Highway for Carriers (including no-movement detections, daily broker connection limits, inactive or incomplete connections, and refresh failures) and understand what Active, Insured, Unverified, Not Connected, and ELD Exempt statuses mean.
Note: This article does not cover first-time ELD setup. For connection steps, privacy details, and connecting multiple providers, see Connect and manage your ELD.
Start on the Equipment page
Open the Equipment page in Highway for Carriers. The Equipment page lets carriers monitor vehicle insurance status and ELD connection in one place.
The Equipment tab manages:
ELD integrations - connect, refresh, and troubleshoot
Insurance (COI) - certificate on file and update requests
VIN alignment - side-by-side view of VINs from their ELD and COI
Discrepancies are flagged automatically.
Understand Equipment tab vehicle statuses
Use these sections when carriers need to interpret what the Equipment tab is showing before applying a fix.
Active vehicles
A vehicle with an active ELD connection should appear in the ELD Connections area with a Connected status.
Insured vehicles
The Insurance area shows the Certificate of Insurance Highway currently has on file.
If the vehicle list on the carrier’s Scheduled Auto BIPD policy is outdated, the carrier should ask their insurance agency to send an updated COI to insurance@certs.highway.com.
Include Highway App, Inc. as certificate holder:
Highway App, Inc.
5931 Greenville Ave #5620
Dallas, TX 75206
Unverified or Not Connected vehicles
An unverified VIN usually means the vehicle appears on one source but not the other:
Status | Action |
On COI but not ELD | Add the VIN to the ELD provider, or ask the insurance agency to remove it from the COI |
On ELD but not COI | Ask the insurance agency to update the COI |
Not Connected (no activity) | Confirm movement in the ELD portal, then select Refresh on the Equipment tab |
If a vehicle is no longer part of the carrier’s fleet:
For a Non-Scheduled Auto Policy, the carrier should send lease terminations, bills of sale, or a signed letter listing the VINs to eldservice@highway.com.
For a Scheduled Auto Policy, the vehicle should fall off after it is removed from the COI and the policy information is updated.
ELD Exempt vehicles
If a vehicle should be ELD Exempt, direct the carrier to Claim an ELD exemption for instructions and documentation requirements.
Troubleshooting ELD Connection
Symptom: No movement detected
The ELD connection is likely inactive or Highway has not detected recent vehicle activity (required to stay connected).
Ensure vehicles are in motion and active in the ELD provider portal.
Wait for activity to resume so the connection can re-establish.
Select Refresh on the Equipment tab after confirming activity with the provider.
OR
Highway has likely not yet received new data from the ELD provider.
Verify that this recent activity is properly reflecting within the ELD provider portal.
Contact the ELD provider to push over any updated vehicle location data.
Note: If the vehicle is parked locally, then our system may not register movement at this time.
Symptom: Inactive or incomplete connection
Vehicles are likely missing, exempt status is unresolved, VINs do not match, or Highway needs a refresh.
Review the Equipment tab and account for every vehicle as ELD-connected or ELD-exempt.
Mark exempt vehicles with documentation.
Remove sold or out-of-service vehicles, email documentation to eldservice@highway.com.
Resolve COI/ELD VIN mismatches.
Select Refresh on the Equipment tab, then hard-refresh (Mac: Command + Shift + R; Windows: Ctrl + Shift + R) the browser.
Multiple ELD connections
If the carrier's uses multiple ELD providers, select New ELD Connection on the Equipment tab to add another provider.
If the carrier is still stuck
Have them contact us via email at eldservice@highway.com, and include:
MC or DOT number
ELD provider name
The exact status or error on the Equipment tab
What they have already tried
Frequently asked questions
Why does a broker see “The ELD does not provide a clear physical and digital footprint”?
This message usually means Highway has not detected recent activity from the carrier’s connected ELD.
Ask the carrier to confirm that vehicles are active in the ELD provider’s portal, wait for activity to resume, and select Refresh on the Equipment tab.
Why is the carrier limited to three broker connections per day?
Carriers without an integrated ELD may be limited to three broker connections per day. Connecting an ELD or receiving a direct invitation from the broker may allow the carrier to continue onboarding.
What does Unverified mean?
Unverified means the VIN appears on the carrier’s COI but not the ELD, or on the ELD but not the COI.
The carrier should work with their ELD provider and insurance agency to align the vehicle lists.
What should the carrier do if Refresh ELD does not work?
The carrier should confirm recent movement in the ELD provider’s portal, select Refresh ELD, and try again after hard-refreshing the browser.
If Highway still does not receive updated data, the carrier should contact their ELD provider or email eldservice@highway.com for assistance.
What do they do if they use Garmin and it is not integrated?
Unfortunately, Garmin has chosen not to integrate with Highway at this time. If they utilize Garmin as their primary ELD, then it will be up to the broker on how they would like to proceed with the onboard.
Why are they being redirected back to Highway after selecting Motive or Samsara?
When Motive or Samsara is selected from Highway, the system should authenticate the account and instantly pass them back to Highway to show that the API access is successfully established.
How to verify connection status
To ensure vehicles are syncing correctly, follow these steps:
Navigate to equipment: Go to the Highway Equipment tab (https://highway.com/onboarding/carrier/equipment).
Check the VIN: Locate ELD-connected vehicles in the list.
Look for the indicator: Verify that a green Wifi symbol is visible next to each ELD-connected VIN.