How to Troubleshoot Location Issues

This guide provides a troubleshooting checklist and steps to help diagnose and resolve common location tracking issues in Hellotracks.

Troubleshooting Checklist:

Before proceeding, make sure the team member has checked the following on their device:

• The mobile app is updated to the latest version.
• The team member is logged in to their Hellotracks account.
• The device is connected to the internet.
• GPS and location services are enabled.
• The tracking status in the mobile app is Active.
• The device’s battery level is above 15%.
• The most recent location timestamp is up to date.

If all of the above are confirmed but the location is still not updating correctly, continue with the steps below.

Step 1: Go to Manage in the main menu, then select Members.

Step 2: Find the team member and check their Status, Last signal and App version. Problems that stop tracking show with a red or amber dot, and Needs attention lists everyone with a problem.

Step 3: Click the team member. Under Phone setup, their sheet checks the app version, location access, background location, location services, tracking, battery saver and last signal. A red X marks what needs fixing and says what to do. When the member can fix it on their phone, click Send fix steps to send them the steps as a chat message in their language.

Step 4: For more details, click Profile & settings at the bottom of the sheet.

Step 5: Select Device to review their device information and current tracking status.

Step 6: Click Improve GPS quality to run a quick checklist and verify the key requirements for real-time tracking are met.

A green check indicates that a requirement is met, while a red X indicates that it needs attention. The score at the top shows how many requirements are currently met.

Step 7: Scroll to Device diagnostics, then click Trigger new device diagnostics to run additional diagnostic tests on the device.