Days after customers first reported problems, Rand McNally is still trying to find a solution after they say that a “system upgrade” was the cause of major disruptions to their ELD devices.
On November 24, the company shared a Facebook post acknowledging a problem that could affect ELD customers:
We recently discovered a disruption to certain portions of our computer network. We commenced an immediate investigation that included taking certain systems offline and working with computer forensic specialists to determine the nature and scope of the event. We are working diligently to restore the functionality of our systems. We appreciate your patience and understanding and apologize for any inconvenience.
In an email sent out to customers on Wednesday, the company recommended that ELD customers go to paper logs until the problem is fixed:
In an effort to be as transparent with you as we are with our customers, we are making you aware of a cyber incident that is affecting Rand McNally’s hosted and network systems. As a result, the network that supports our DriverConnect ELD platform is not working. As per FMCSA rules, we are instructing fleets and drivers to use paper-based logging until we can restore our systems. We assure you that we are focusing our resources on restoring the functionality of our network to resume delivery of our full range of services.
Rand McNally also pointed out in the email that GPS devices are not affected by the incident.
While some tech publications have speculated that Rand McNally was a victim of a cyber attack, the company disputes these reports.
Around 11:20 a.m. on Friday, a Rand McNally representative told CDLLife “We do apologize but we are still doing a system upgrade right now and we don’t have any information yet on when our system will be up and running. It’s not a cyber incident. It was a system upgrade.”
In the past year, similar incidents involving ELD providers have forced truckers to resort to paper logs. In January 2020, PeopleNet Electronic Logging Devices (ELDs) malfunctioning due to syncing problems between the server clock and the GPS related to the change over to the 2020 calendar year, which caused problems that put some truck drivers back on paper logs. And in November 2019, some Omnitracs ELD devices were impacted by a “GPS rollover event” that sent truckers forced truckers to resort to paper logs.
The FMCSA provides guidance in the instance that an ELD malfunction requires that a truck driver use paper logs:
A driver should only use paper logs, or electronic logging software, or other electronic means to record their HOS if the ELD malfunction hinders the accurate recording of the driver’s hours-of-service data (i.e., 10/11, 14/15, 60/70 hours; or 30 minute).
If an ELD malfunctions, a driver must:
1.Note the malfunction of the ELD and provide written notice of the malfunction to the motor carrier within 24 hours;
2. Reconstruct the record of duty status (RODS) for the current 24-hour period and the previous 7 consecutive days, and record the RODS on graph-grid paper logs, or electronic logging software, that comply with 49 CFR 395.8, unless the driver already has the records or retrieves them from the ELD; and
3. Continue to manually prepare RODS in accordance with 49 CFR 395.8 until the ELD is serviced and back in compliance. The recording of the driver’s hours of service on a paper log, or electronic logging software, cannot continue for more than 8 days after the malfunction; a driver that continues to record his or her hours of service on a paper log, or electronic logging software, beyond 8 days risk being placed out of service.
For more guidance on ELD malfunctions from the FMCSA, please click here.