Troubleshooting & FAQ

This page lists the most common issues, each with its cause and fix. For anything not listed, see Where do I get help?

My import shows errors

The import review dialog lists every problem with its sheet, cell, and consequence: a sheet skipped, a row skipped, or a row imported without its address location. Save valid imports the clean rows now. The listed cells remain to fix in your file. Copy errors to clipboard copies the list. Optimize stays disabled while errors remain in the dialog.

An address shows NOT GEOLOCATED

The geocoder cannot resolve the address text to a point on the map. On the Address Book page:

• Edit the address to add detail (street, city, postal code).
• Enter Lat/Lng by hand.
• Choose Customize and drag the pin to the exact spot.

Alternatively, with the address editor open, right-click the correct spot on the map. Set address in the popup fills the editor from the clicked point. The full walkthrough is in Fix unrecognized or mislocated addresses.

The Optimize button is disabled

The optimizer requires at least two orders and one vehicle type: "At least two orders and one vehicle type required to start optimization." Add a second order on the Orders page or a vehicle on the Fleet page. The button then enables.

The header shows NOT SYNC after I edited something

The badge appears when inputs (orders, vehicles, depots) change after the last optimization: the routes on screen no longer reflect your data. Press Optimize again. The badge returns to IN SYNC.

My manual edits disappeared after I ran Optimize again

A full Optimize run replaces the whole routing plan, including stops placed by hand. There is no way yet to lock a stop in place across runs. Make manual edits after the final optimization. To re-sequence one route without touching the others, use Optimize stop order in the route's menu. To keep a record of the edited version, export to Excel first.

My driver cannot open the shared route link

Shared routes open only for the exact email addresses on the route's allow list. The driver must sign in to the driver's mobile view with one of those addresses, as described in The driver's route view. The mobile view refuses a different spelling or a different account. Open the Share route dialog, check the address matches what the driver signs in with, and re-save. The link becomes active after the plan finishes auto-saving. See Share a route with a driver.

My plans are missing on another computer

Plans belong to your account and open on any machine where you are signed in with that account. Sign in with the same account on both machines. See Accounts, saving, and sharing.

Distances or times show the wrong units

Open Settings (bottom of the left menu) and set Distance units (kilometers or miles) and Time format (24-hour or 12-hour). Re-run the optimization and re-download any templates afterwards so results and files use the new units.

Where do I get help?

Press Chat with us in the header, or write to support@routing24.com. Include the exported Excel file of the plan with your question.

Next step

A result that looks wrong is often the optimizer respecting a constraint you set. See Why an order went unassigned and Problems and warnings, explained.

FAQ

Why is the Optimize button disabled?

The optimizer requires at least two orders and one vehicle type, and the button stays disabled below that with the message that both are required. Add a second order on the Orders page or a vehicle on the Fleet page, and the button enables. Import errors also keep Optimize disabled while they remain in the review dialog.

What does NOT SYNC in the header mean?

Inputs changed after the last optimization, so the routes on screen no longer reflect your data: orders, vehicles, or depots were edited. Press Optimize again and the badge returns to IN SYNC. NOT SYNC blocks nothing; the stale routing plan can still be read, edited, and exported.

Why can my driver not open the shared route link?

Shared routes open only for the exact email addresses on the route's allow list, and the driver must sign in with one of those addresses; a different spelling or account is refused. Compare the allow-list with the email on the driver's Account screen, re-save, and check the plan finished auto-saving.

Where do I get help?

Press Chat with us in the header, or write to support@routing24.com, and include the exported Excel file of the plan with your question. A result that looks wrong is often the optimizer respecting a constraint you set, so check the unassigned reasons and the problem lines first.