Frequently Asked Questions

Here the most frequently asked questions will be answered.

General

• Who can I contact in case of problems?

In case you need personal help, you can contact us via:

Phone: +49 40 / 39 90 34 94

Fax: +49 40 / 39 90 34 95

E-mail address if you are a customer: [e-mail]

If you want to be a customer [e-mail]

• How can a new vessel be added to Fleettracker?

To add a vessel to Fleettracker, contact our Support

• What do I need to do when a ship has been sold?

A quick E-Mail to our support is sufficient. We will cancel the existing contract and remove the vessel from our system.

• What happens in case of a flag change?

After the flag change, the new identification numbers (MMSI, SAT-C IMN/Serial No) are to be sent to our support. The information will then be updated in Fleettracker to resume all services.

• I received a message with release information, what do I need to do?

Nothing. We only informed you about new functionalities, which are implemented by our team into Fleettracker. From now on these new functionalities are part of Fleettracker and can be used.

• Is it possible to view meteorological data in Fleettracker?

Please refer to Forecast Wind, Forecast Pressure, and Forecast Wave Height under Overlay.

• What do the different colours of the vessels in the chart overview indicate?

Position updated at least once within the last 12hrs. No position has been received for more than 12hrs. No position has been received for more than 48hrs.

• Why are there no up-to-date positions for my vessel?

Depending on your Fleettracker package and tracking options, positions are received either through AIS or SAT-C or both. For AIS tracking, there can be coverage issues, interferences, or faults with the AIS device on board. Also after a flag change in the case, we have not yet received the new MMSI No., no positions are received. For SAT-C tracking it depends on the set-up. If group polls for the fleet are arranged, the vessels have to be reached at the time of the poll. In some cases, there is no response from a device at the time of the poll. Usually, it will be picked up with the next group poll. If it is urgent to receive a position an individual poll can be done via the Fleettracker interface. In cases where regular polls are set up for a vessel contact support to check if the setup is still working properly.

• How can I do an Inmarsat-C poll?

In the chart module on the panel to the right click on the tab “Polling”. The device and applicable ocean region can be chosen. Thereafter click on “Poll vessel now!” and check the “Poll Status”. At first, it will show “PEND”, after a while “ACK” and finally “OK” once a position has been received. It can sometimes take a few minutes to complete a poll request. In case of an error indicated by “ERR” please contact our support.

• Is there a way to monitor overdue reports and overdue positions?

To monitor overdue reports or positions an E-Mail Messaging can be set up by our support to alert you when a vessel has not sent the required reports within 48hrs or when positions have not been received for 48 hrs.

EU MRV & IMO DCS

• Where can I find the XML file with EU MRV relevant data for the upload to THETIS?

In Fleettracker go to the Module “CO2” → “MRV Annual Reporting”. In the top right-hand corner via the download button, you are able to download a file containing the voyage and port reports with all relevant MRV data ready to be uploaded to THETIS.

• Where do I need to upload the EU MRV data?

The reports should be uploaded to the EU MRV THETIS portal. If a vessel has been set up, go to “Actions” → “Ship” → “edit”. Going to the tab “Monitor on a per-voyage basis” a button “Upload file of voyage emission” can be found to upload the XML file with the MRV Reports from Fleettracker.

• How can Reports be corrected if there are reporting mistakes?

In Fleettracker under “CO2” → “Data Quality”, an overview of all MRV relevant reports can be found. By clicking on the port name the respective report will be opened. At the top find the button “Edit” to start editing the report. Once completed click on “Update” to save the changes made to the report.

• How to report drifting and its distance?

REGULATION (EU) 2015/757 OF THE EUROPEAN PARLIAMENT AND OF THE COUNCIL of 29 April 2015 on the monitoring, reporting and verification of carbon dioxide emissions from maritime transport, and amending Directive 2009/16/EC

Article 3

Definitions:

(b) ‘port of call’ means the port where a ship stops to load or unload cargo or to embark or disembark passengers; consequently, stops for the sole purposes of refuelling, obtaining supplies, relieving the crew, going into dry-dock or making repairs to the ship and/or its equipment, stops in port because the ship is in need of assistance or in distress, ship-to-ship transfers carried out outside ports, and stops for the sole purpose of taking shelter from adverse weather or rendered necessary by search and rescue activities are excluded;

(c) ‘voyage’ means any movement of a ship that originates from or terminates in a port of call and that serves the purpose of transporting passengers or cargo for commercial purposes

API

• Can Fleettracker be integrated on my website to show my fleet on a map?

Yes, there is an iframe interface for the Fleettracker chart overview that can be integrated on a website. To receive all necessary details to set up the interface contact our support.

• Is there an API interface for Fleettracker?

Yes, there is an interface to access the report, schedule, and positions data. For details to set up the API interface contact our support.