How to: Troubleshoot Location Issues
Troubleshoot Checklist:
- The mobile app is updated
- Network and GPS location providers are enabled
- The most recent location timestamp is updated
- The tracking status is Active
- Is the battery level for the device above 15%
- Is the user actually logged in
If the device seems to meet all the criteria for optimal tracking in real-time and you are still experiencing issues or a delay in location, make sure the device is ON and has an active internet connection.
To troubleshoot a specific team member's location issue:
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 the device information.
Step 4: Click Improve GPS quality to confirm that all requirements for real-time location tracking are met.
Note: It's important to perform the scan while the issue is occurring for accurate results.
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.