When your GPS tracker is not connecting to the app or reporting its location, it could be for one of several reasons. Follow the troubleshooting guide below to find a solution to this problem and get your tracker working again.
How do I know if my tracker is not reporting?
In the case that your tracker is not reporting or connecting to the app, you may see the status 'Not Reachable' displayed in the map view of the app or webapp, like so:
Note: You may find that a simple reset of your Tractive GPS tracker will do the trick to get it reporting again.
Otherwise, continue reading to get tracking again:
First, make sure...
If all of these conditions have been met and you still cannot locate your tracker in the app, the problem may be caused by an error with the GPS or GSM signal connection. First, determine the GPS/GSM status of your tracker. Then, read on below.
No GPS Signal
When your tracker does not have a GPS connection, it could be for one of two reasons:
The GPS signal may have been temporarily obstructed by environmental factors, such as weather, forest, tall buildings or other man-made or natural structures. This may occur especially when the device is being used indoors. To correct this issue, make sure the tracker is in an area with a direct line of sight to the sky.
Other GPS Error
If you believe your tracker is not getting a GPS connection due to an internal device defect or hardware damages, contact Tractive Customer Service by submitting a request at the bottom of this page.
No GSM/Network Connection
When the device has no GSM or network connection, it could be for one of the following reasons:
No Cellular Coverage
Has your device ever connected to the local network before? If not, check your Tractive coverage to ensure that you are using the tracker in an area which is covered by the Tractive service providers.
Weak GSM Signal or Cellular Outage
The GSM network signal in your area may have weakened, or could be momentarily affected by a network issue. In this case, wait for the device to begin reporting again. Restarting the app and resetting the tracker are two tips that might help to get it to connect again.
Other GSM Error
If you believe your tracker is not getting a GSM connection due to an internal device defect or hardware damages, contact Tractive Customer Service using the contact button at the bottom of the page.
Note: For further reading on this topic, please see What should I do, if the Tractive device has no GSM connection?