When Mooven can't collect journey time data for a route, the route's monitoring status changes to Collection failure and editors of the site are sent a polling failure notification. Route monitoring is managed by your team, so you'll need to decide how to resolve it.

This guide covers how to find routes with a collection failure, work out why they're failing, and get them collecting data again. Any user with edit access to a site can follow these steps.

There are three common causes:

If you've received a polling failure notification, click Update the affected route in the email to go straight to that route.

The email also lets you Turn off monitoring or Keep recording route. These options are explained in Deciding what to do below.

You can see every route with a collection failure at any time, which is useful if you've unsubscribed from notifications or want to check your routes before running a report.

You can use Search routes at the same time as the filter. If your routes follow a naming convention, searching for part of the name is a quick way to narrow a long list down to the routes you report on.

Click a route to see it on the map, along with its monitoring status and associated site.

Tip: If you see blank sections in your exported data, check this list first. Gaps in reporting are often caused by a route with a collection failure.

You have three options, which match the buttons in the polling failure email.

Choose this if the road is closed, temporarily or permanently, and you don't need data from the route in the meantime, or if you no longer need the route at all.

In Data sources, open the route's Options menu and select Pause. For more detail, see Managing monitoring for individual routes.

No data is collected for the route while monitoring is turned off, and data for that period can't be recovered later. Remember to turn monitoring back on when the road reopens.

Tip: Add a note to the route's description, such as "Closed for works, expected to resume from [date]", so your team knows why the route isn't collecting data.

Choose this if you know why the route is failing and expect it to recover on its own, for example a short closure that will reopen soon. Mooven will keep trying to collect data, but reporting will have gaps for as long as the failure continues.

Choose this if the road layout has changed, if congestion is stopping data collection, or if only part of the route is closed and you still want data for the rest of it. The sections below explain how.

Before editing, use the Show recent polling problem tool to see what's going wrong.

If the returned path leaves your route and takes an unusual detour, the point where it leaves is usually where the problem is: a closure, a changed layout, or heavy congestion. You may see several failed attempts listed.

While you're here, check that the start (A) and end (B) points are still where you expect them to be.

If the closure is near the start or end of the route, drag the A or B point to just before the closed section. You'll keep collecting data for the open part of the route. Journey times will change slightly from that point on, because the route is shorter.

Re-plot the route so it follows the new layout. Drag any waypoints that no longer sit on the road onto the road as it now appears on the map. For example, if a new roundabout has been built, make sure the route passes through it.

Add waypoints along the path you want monitored, focusing on the area where the failed attempt leaves your route. This tells Google to return a journey time for your exact path, even if many vehicles are using other roads.

Don't be afraid to add several waypoints around the problem area. Adding waypoints doesn't move the start or end of your route, and you can remove extras later. Some trial and error is normal. You can add up to 25 waypoints per route.

Click Save to apply your changes, or Cancel to discard them.

Edits affect data from the time you save onwards. Data collected before the edit reflects the original route, and the charts won't show that the route was changed. We recommend adding an annotation to record what you changed and when.

If fixing the route means changing it significantly, for example re-plotting it through a new road layout or changing its length, consider turning off monitoring on the original route and creating a new one instead.

Because charts don't show when a route was edited, a large change to a live route can make before-and-after comparisons misleading. Keeping the original route and starting a new one keeps each set of data consistent. You can use Duplicate route from the Options menu as a starting point.

Read more in Edit or delete a route in your Site and Add a route to your Site.

After you save, Mooven will try to collect data for the route at its next scheduled collection. Return to Data sources and check that the route's monitoring status has changed from Collection failure back to Active, and that new data is appearing on your graphs. This can take between 5 and 15 minutes at least for the next polling event to occur. When you see the line re-starting on the charts, for exmaple, Journey Time then you know it's worked.

If the route is still failing, open Show recent polling problem again to see where it's going wrong, and try adding more waypoints in that area. If you're still stuck, message us through the in-app chat and we'll help.