Your truck can be ready. Your driver can be ready. Your customer may still need information that passes through several companies before a load can move.
The Motive–Highway incident is a useful example of why the business behind the truck needs a defined process for its connected systems.
What the sources establish
Highway reported a load-tracking issue affecting ELD-connected carriers using Motive on August 26, 2026. Its incident record marked the disruption resolved on August 28 at 3:46 p.m. Central Daylight Time. 1
On August 28, Motive and Highway also announced an agreement to restore how frequently Highway could access Motive customers’ electronic logging device data when authorized by carriers. Their joint statement said carriers and brokers did not need to take action. 2, 3
Those are the published findings for that incident. A separate problem with a particular account, vehicle record or customer requirement needs its own verification.
What this means for your business
The THS business perspective is straightforward: give each critical connection an owner and keep a record of what happens when information is missing.
A platform incident, an account restriction and a documented lost load are different facts. A general outage notice does not establish the cause of a particular commercial outcome. Likewise, a public resolution does not prove that every separate account question has been closed.
Give the process an owner
1. Identify the connection and its purpose.
List the systems involved, the business task they support and the person responsible for checking them. Identify who can authorize account changes and who contacts the provider when the expected information is unavailable.
2. Understand the permission before changing it.
Record who approved the connection, which business purpose it serves and where the applicable terms can be reviewed. Highway’s privacy policy notes that some customers require vehicle-location visibility for contract eligibility. Review those requirements with the relevant parties before changing access. 4
3. Check the specific records.
For an unresolved issue, identify the affected account, equipment and transaction. Record the exact message, when it appeared and what the provider or customer asked you to verify. Keep the information relevant to that case; avoid assuming that every problem has the same cause.
4. Agree the exception process.
Ask the relevant broker or customer what alternative information they will accept if the normal connection is unavailable. Identify who verifies it, who can approve the next step and how long that arrangement applies. An internal workaround does not replace the other party’s requirements.
5. Close the issue with evidence.
Assign the next action, its owner and a deadline with a timezone. Keep the support reference, relevant correspondence and evidence of the result. Distinguish a provider’s general resolution notice from confirmation that your specific issue has been addressed.
Keep a usable continuity record
A practical record should identify the connection, business purpose, responsible owner, authorized account administrator, support contact, unresolved issue, next action and completion evidence. Review it when staff, equipment or service arrangements change. Keep passwords and access tokens out of shared checklists.
This checklist is THS’s administrative recommendation. It is not a vendor instruction to reconnect accounts or replace equipment, and it does not change carrier responsibilities or customer requirements.
Sources
- Highway incident record: Load Tracking Disruption Affecting Carriers Connected via Motive. Updates August 26–28, 2026; marked resolved August 28, 2026, at 3:46 p.m. CDT.
- Motive: Joint statement on the Highway agreement. Published August 28, 2026.
- Highway: Joint statement on the Motive agreement. Published August 28, 2026.
- Highway Privacy Policy. Last updated January 1, 2026.
Source verification date: September 14, 2026.