How to: Troubleshoot Location Issues

Troubleshoot Checklist:

  •        The mobile app is updated 
  •        Is the battery level for the device above 15%
  •        Is the user actually logged in 
  •        The most recent location timestamp is updated 
  •        The tracking status is Active 
  •        Network and GPS location providers are enabled

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 Team from the Manage section of the main menu.

Step 2: From the All members view, 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 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.

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