Sygic FAQ

App Installation, Usage and Licensing

When I open the app, it doesn't guide me to the navigation mode and I'm not able to use it

The user most likely does not have an active license. To quickly check this, you can ask the client to send you a screenshot of their screen. The ID is either on immediately on the top center of the screen, or the screen needs to be accessed via the 'I already have a license' button. Once you know the ID, you are able to check the status of the license on the licensing portal and activate the license if necessary

I don't know the ID of the device that I'm using the app on

The ID can either be seen on the top center of the screen if the license is not active yet, or by going into "Settings" → "Info" → "About" and checking the "Device name"

I have an active license, but still can't access the app

In some cases, especially if the app is being deployed via MDM and is using alternative IDs for licensing (serial numbers, IMEIs, mac addresses), there might be an issue with the app grabbing the incorrect format of the ID
The ID is either on immediately on the top center of the screen of the app when launched, or the screen needs to be accessed via the 'I already have a license' button.
Once the ID is known, we are able to investigate the root of the issue - this is usually an incorrectly set up ID policy in the MDM

The app is showing "Premium: x day(s) left" on the top left of the screen

This means that the license that's being used is about to expire soon. Once you know the ID of the device, you can check the status of the license and prolong it in the licensing portal

The app is freezing/crashing

If your device meets these requirements, try turning it off and then back on.
Please locate the Sygic application in Phone Settings → Apps → Sygic, tap “Force stop”, and also clear the cache.
If the problem persists and you are able to launch the application, go to Settings, scroll all the way down, and select “Restore default settings”.
If you are using an SD card, go to Settings → Storage and select Internal storage so that your data is moved there. If this issue occurs only when using a specific SD card, we recommend replacing it.
If the application continues to crash, completely reinstall the application.
- Uninstall the application from the Android system.
- Using a file manager or a computer, remove any remaining application files.
- Perform a fresh installation

BLS

What is Sygic BLS and how does it work?

Sygic Business License System (BLS) is a web portal aimed at license management. The licenses are allocated by Sygic personnel at the time of a product purchase. You can then manage those allocated licenses and activate, deactivate, sort them etc.
License activation is an immediate process - the devices when online are automatically activated, only requiring a restart of the app
The type of the product is subject to purchase conditions and cannot be changed within BLS
In general, Android IDs are used as identifiers for activation. This can only be changed (to serial numbers, IMEIs, etc.) by specifying it in an MDM softwareANSWER 1 PLACEHOLDER

License overview

The license overview screen appears as the first page after successfully logging in:

Within this view you can see all your purchased products. For each product, the following is displayed:

Purchase period
Activation type
Total number of licenses
The amount of free licenses
The amount of activated licenses
The amount of deactivated licenses
The amount of expired licenses
The amount of proactive licenses
The amount of repairs, i.e. licenses which have been reactivated from one device to another

Please note that actual number of available licenses for new activations is given by the sum of the free and deactivated licenses; however, there are some limits, which can be applied with activation of deactivated licenses.

License details

License details appear after selecting the "Licenses" section of BLS:

You can view the following information about your licenses:

Identifier, or the ID under which the device is licensed
Activation code (only valid for licenses that were initially activated by an activation code)
Product name - name of the product that the license is using
Notes regarding the specific license that were created during license activation
Status - the current status of a license (free, activated, deactivated, expired)
Repairs - the number of reactivations for the license
Expires on - the date and time when the license expires
Order name - name of the order the license comes from; this is typically the identification of the official order exchanged with a sales person

License activation and prolongation

The activation operation can be triggered by accessing the "Orders" page through selecting a product and clicking on the "Activate licenses" button. This opens the "Activate licenses" dialog window, where you can define the IDs of the devices you want to activate the licenses on. Each ID should be in a separate line, with no spaces in-between. During this process, you can add notes that will be shown in the "Licenses" page alongside the specific license:

If you want to prolong any licenses that are currently active, the "Prolongation" checkbox needs to be checked - only licenses that are already active can be prolonged.

Once the licenses are activated, you will be prompted with a status window, and the licenses will be added into the pool of active licenses under the "Licenses" page:

Potential errors during license activation can include duplicate licenses or reaching the limit of usable licenses - both of these will block you from successfully activating the license.

License deactivation

The deactivation operation can be triggered by accessing the "Orders" page through selecting a product and clicking on the "Deactivate licenses" button. This opens the "Deactivate licenses" dialog window, where you can define the IDs of the devices you want to deactivate the licenses on. Each ID should be in a separate line, with no spaces in-between:

Once the licenses are deactivated, you will be prompted with a status window, and the license status will change under the "Licenses" page:

Potential errors during license activation can include duplicate licenses, reaching the limit of usable licenses, or trying to deactivate a license that is not currently active - all of these will block you from successfully activating the license.

Connection Issues

I'm not able to download any maps

First check whether the device is connected to Wi-Fi or if it is on data. If the device is on mobile data, you can go into "Settings" → "Connection" → "Use mobile data" and check what the mobile data limit is. If the device has already exceeded the allocated amount of data, it will not allow you to download any further maps. The amount can be amended in the "Connection settings" if required. Make sure that the "Allow map download on mobile data" setting is turned on as well if you are trying to download maps on mobile data.
If you are experiencing problems downloading maps or if the map download stops, please follow these steps:
- Restart your device.
- Check the size of the map you are downloading in Menu > Manage Maps and make sure you have enough free storage space on your device (please note that some devices do not allow new files to be added if the available internal storage space is lower than approximately 350 MB).
- Make sure you have a stable Wi-Fi or mobile data connection and that your connection is not blocked by any firewall or antivirus software.
- Launch Sygic, go to Settings, scroll all the way down, and select “Restore default settings”. Then restart the application.

I need to increase my data limit

You can check the current data limit by going into "Settings" → "Connection" → "Use mobile data"
Select "Data limit" and enter the value that you'd like to use for the device

GPS Issues

The app is showing "No GPS signal, Check hardware settings"

This means that the device is not receiving sufficient GPS signal in order for the app to be able to navigate you. Make sure that location services are turned on on the device, and that Sygic has the location allowed under app permissions. In rare cases, make sure that the device is in an area with sufficient GPS coverage and isn't being blocked by any objects (truck chassis or other objects on the windscreen).

Your device may lose the GPS signal in the following situations:

The device is inside a building, in a tunnel, or in a location where the GPS satellite signal is blocked by buildings, trees, power lines, or other objects.
The device or product settings may be incorrectly configured.
Location services are disabled on your device.
Assisted location data from mobile networks may be overloaded.

Please make sure that location services are enabled in your device settings (Settings > Location > On) and that you are in an open area where the device can communicate properly with GPS satellites.

To resolve this issue, please follow these steps:

Restart your device and go to Phone Settings > Apps > Sygic > Force stop and Clear data.
Launch Sygic, go to Settings, scroll all the way down, and select Restore default settings.
If this does not help, third party GPS apps are able to show us the GPS strength and if the device is receiving sufficient GPS signal. Based on that, we are able to troubleshoot the issue.

The navigation arrow is bouncing around, not showing a continuous route

There can be several reasons for this behavior. The most likely cases are:

The driver is currently in an area with low/insufficient GPS signal
- In such cases, there isn't much that can be done on the side of the device. Once the driver enters an area with sufficient GPS signal, the routing should start behaving as expected.
The GPS settings of the device are not set properly
- Ensure that the device has a valid GPS receiver
- Ensure that the device is in a location where it is not obstructed by anything and is able to properly receive GPS signal
- For Windows devices, please use the Windows location provider instead of a direct connection via a COM port, as the port number can easily be changed by the operating system

Map Issues

I can't see the maps that I'd like to download

When it comes to the North American region, there are generally two types of licenses that we offer (content wise) - maps covering the USA and maps covering the USA and Canada
If the user is not able to download Canadian territories on their device, the license they are using most likely doesn't contain Canada
Once you know the ID of the device, the type of license they are using can be checked on the licensing portal
- maps covering only USA
- maps covering the whole North American region, Canada included

I'm not seeing the road network when I try to launch my route, only a green field

The required map is most likely not present on the device. You can go into "Settings" → "Manage maps" and search for the state/territory that you require for your route. Maps that are not currently downloaded on the device will be marked as "Available" - they need to be downloaded in order for the route to be computed properly.

I can't see live traffic anywhere on the map

First, check if the device is connected to the Internet and the time/date is set correctly. Check whether the device hasn't reached the data limit - you can check this by going into "Main menu" → "Settings" → "Connection" → "Use mobile data" → "Data limit". If everything is in order, the device most likely doesn't have a license with live traffic activated. You can quickly check this by opening the app and checking the upper left corner - if the device has a license with live traffic, the icon will be shown there. If not, there will be no icon. You can also check the status of the license on the licensing portal once you know what the ID of the device is. A license with live traffic will always contain "(Traffic)" in its name.

Online traffic event is missing/other problems with the online traffic feature

Such cases should be reported directly to Sygic. The report should include:
- If possible, try to provide an exact time/date of the issue happening
- The address or GEO coordinates of the location of the missing traffic event
- If possible, a screenshot where with the real situation on the road together with the navigation screen view
- Any additional useful information

Information on the map is not correct (speed limit, road closure, low bridge height, etc.)

You are able to report map errors directly in the app by tapping/selecting the road element with the incorrect information, selecting "Report a map error" and choosing the appropriate error to report. In some cases, you might need to specify the correct value, such as for speed limits or incorrect height restrictions.

You are also able to report the direct position you are currently located on by tapping the central button and selecting "Map error". There, you are able to report all the available errors on your current position.

You can also report this directly to us. The report should include:
- The exact location of the map error (text address or coordinates)
- If possible, a screenshot of the area
- Any additional useful information

A road is not showing the correct restriction

You should firstly check if the truck parameters are set correctly. If the weight/height/length is not correctly set, the road will show up as 'allowed' for your truck. If there is an issue on the map directly, it can be reported using the map error reporter tool.

Routing Issues

I'm being routed through roads/areas that are not suitable for my truck

This is most likely due to incorrect/outdated information in the map. Such inconsistencies can be quickly reported using the map error reporter tool. You are able to report map errors directly in the app by tapping/selecting the road element with the incorrect information, selecting "Report a map error" and choosing the appropriate error to report. In some cases, you might need to specify the correct value, such as for speed limits or incorrect height restrictions.

You are also able to report the direct position you are currently located on by tapping the central button and selecting "Map error". There, you are able to report all the available errors on your current position.

I'm being routed through highways/toll roads/emission zones and I'd like not to be

Different routing options can be set up by going into "Settings" → "Route planning" → "Avoid..."
There, you are able to set the types of roads that you'd like the routing algorithm to avoid

Route calculation has failed: Download the missing map

This error usually occurs when you try to create a route from one country to another and the route needs to pass through an additional state/territory whose map is not downloaded (for example, when creating a route from Mississippi to Georgia without having the map of Alabama downloaded).
To avoid this error, make sure you have downloaded all maps required for your route. You can download maps in Sygic Menu > Manage Maps, or by tapping on a state while viewing the world map on the main screen

Route calculation has failed: Road limit exceeded

This error occurs when the route calculation algorithm reaches its limit (for example due to excessive distance, too many roads, looping, etc.).

In most cases, the error occurs for the following reasons:

The route is too long. For example, attempting to calculate a route from Lisbon to Moscow would exceed the road-processing limit and the calculation would fail.
The route becomes too long due to route settings. The route would normally be calculated, but settings such as avoiding highways may cause the road limit to be exceeded. Please check your settings in Sygic Menu > Settings > Route Planning.
The starting point or destination is not accessible by car. In this case, the application cannot complete the route and will continue calculating until the road limit is reached. Try slightly adjusting the starting point or destination.
If there is a map error, such as a prohibited turn or U-turn restriction, the algorithm may get stuck and display an error message.

Route calculation has failed: Other error. Possibly missing a map needed for computing or some of the destination in areas with problematic maps [5]

This error occurs when the destination is in a dead-end street and you have a heavy truck profile set up (with U-turns being turned off by default) and you have the "reach destination in the driving direction" turned on.

Ensure that the final destination is fully available for the truck type you are currently using
Go over the routing settings that are in use for the route

Wrong route calculation

In some cases, the driver might think that there are better possible routes than the one that got offered to them. Such cases should be reported, in order for us to be able to fine tune the routing algorithm in the app. The report should include:

The version of the app and maps if possible
ID of the device
The start point, stops, destination points, in order for us to be able to replicate it
Used vehicle profile and route preferences
Any additional useful information (screenshots, any detailed description)

Settings Issues

The units/language/voice/time format are incorrect

You are able to modify all these settings in "Settings" → "Regional". There you are able to change the format and language of voice instructions under "Voice", the written language under "Language", units under "Distance units", time format under "Time format" and temperature units under "Temperature"

The dimensions of my truck are incorrect/I'd like to change my vehicle parameters

You can check and change the parameters of the vehicle by going into "Settings" → "Vehicle profiles" and selecting the vehicle that is currently in use. There you can modify the parameters such as height, weight, length, etc.
In some cases, this action might be blocked by an applied custom settings file and the driver is unable to edit the vehicle profiles himself
- In such situations, we need to know what the actual truck dimensions should be, so they can be amended in the custom settings

I'd like to disable a specific voice notification

Voice notifications can be changed in "Settings" → "Notifications & Sounds"
You are able to completely disable/enable voice notifications under "Enable sounds", although this is not something that is recommended
You can see the specific voice notifications under "Notifications" - selecting the desired notification will let you disable/enable it

I've noticed incorrect voice notifications

Please report such cases directly to Sygic - in such a report we would need:
- The exact position of where the incorrect voice notification occured
- If possible, a screenshot of the area
- Current voice settings that are applied in the app on the device

I can't hear the voice instructions

Check what the current voice instructions setup is under "Settings" → "Regional" → "Voice"
- An appropriate standard or TTS voice needs to be selected in order for the voice instructions to play
If the device is wirelessly connected to a system that plays sounds instead, check whether the "Settings" → "Notifications & Sounds" → "Play over Bluetooth" is selected
Check also the hardware sound settings of the device to ensure all the appropriate sound channels are open and not muted