How to: Troubleshoot Location Issues
This guide provides a comprehensive troubleshooting checklist and steps to diagnose and resolve common location tracking issues in Hellotracks.
Troubleshoot Checklist:
Before proceeding with detailed troubleshooting, make sure the team member has quickly checked the following on their mobile device:
- The mobile app is updated to latest version.
- Network and GPS location providers are enabled.
- The most recent location timestamp is updated.
- The tracking status in the app is Active.
- The device's battery level is above 15%.
- The user is actually logged in to the Hellotracks app.
If the team member's device seems to meet all the criteria for optimal real-time tracking, and they are still experiencing issues or a delay in location, first confirm that their device is ON and has an active internet connection. Then, as an administrator, you can proceed with further troubleshooting from the web platform:
Step 1: Go to Members from the Manage section of the main menu.
Step 2: From here, you can check the status, last location, and the version of the Hellotracks mobile app installed on their device.
Step 3: Click on the member’s profile and select Device to view their device information.
Step 4: Click Improve GPS quality to run a checklist and verify that all key requirements for real-time tracking are met.
Note: For the most accurate results, run the scan while the issue is occurring. This helps capture the current device state, including recent syncs and location activity.
Step 5: Click Trigger new device diagnostics to run diagnostic tests on their device.
Note: The device diagnostics provides a visual representation of key device activities, such as location changes, app states, connectivity, and server communication, to aid in diagnostics and troubleshooting.