If your Tractive tracker shows "Offline" in the app, don't worry, this is usually easy to solve! Follow the steps below to get reconnected fast and understand what's happening.
Why your tracker appears offline
Your Tractive tracker relies on two things to keep you updated:
- a GPS signal to find your pet
- a cellular network for the tracker to send your pet’s location to the Tractive app
If the tracker can’t connect to the cellular network, it can’t update your pet’s position in real time. That’s when you’ll see “Offline” in the app.
Do a quick check for network coverage
First, try going outside or moving to an open area. Your tracker will usually reconnect and upload any missed locations once it detects a signal.
If “Offline” disappears, your tracker just needed a better connection. If it stays offline, move on to troubleshooting below.
Troubleshoot with a hard reset and outdoor walk
If your tracker still shows “Offline” after moving to a better spot, try these steps:
Step 1: Hard reset your tracker
A hard reset usually fixes temporary software glitches. It will not erase any data from your tracker.
- Make sure your tracker is turned on. Press the power button once to check. The LED should light up and you’ll hear a sound.
- Plug in the charger and connect your tracker to it. This will make sure your tracker has power for the reset.
- Quickly press the power button 10 times in a row. Check out the video below for a visual guide.
- You’ll know the hard reset worked when the LED light blinks blue, followed by another color.
- Once you see the blue flash, wait one (1) minute for your tracker to fully reset and restart.
Step 2: Check the tracker’s LED lights
- Press the power button for one second to turn it on.
- Important: Take note of the LED colors when they light up.
- Trackers with one LED (DOG 4, DOG XL, and CAT Mini): The LED will flash twice. Remember the color of each flash or blink.
- DOG 6 with two LEDs: Both LEDs will light up. Remember the color combination of the lights.
Step 3: Take a 10-minute walk outside
- Take note of the current day and time.
- Go outside and carry the tracker in your hand.
- From Map on the Tractive app, tap LIVE to turn on LIVE Tracking. Take a 10-minute walk to check the tracker’s performance.
What to do if the tracker stays offline
- Repeat steps 1 to 3 once more to make sure we’re troubleshooting thoroughly.
- Leave your tracker turned on so it can keep trying to connect, send its location, and allow our support team to access device information and speed up troubleshooting.
- Click Contact Us below and send us the details you collected from troubleshooting:
- The two LED colors you saw from Step 2
- The date and time of your outdoor test walk from Step 3