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 from the main menu, then select Members.
Step 2: Locate the team member and review their Status, Last location, and installed App version.
Step 3: Click the team member to open their profile, then select Device to review their device information and current tracking status.
Step 4: 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.
Note: For the most accurate results, run the checklist while the issue is occurring. This helps capture the device’s current status, including recent syncs and location activity.
Step 5: Scroll to Device Diagnostics, then click Trigger new device diagnostics to run additional diagnostic tests on the 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.