If you're seeing Offline in the top right corner of your map screen in the app, we're here to help with the following step-by-step guide:
Understanding GPS trackers
- GPS trackers perform optimally in areas with strong cellular coverage and a clear view of the sky.
- In areas with weak or no coverage, the tracker may show as Offline because it struggles to connect to the local cell network to send data.
- This can cause delays in position updates and issues with LIVE Tracking.
- However, the tracker will continuously attempt to reconnect.
- Once it regains connection, it will transmit the positions detected while offline to your app, which will then appear in your Location History.
Steps to follow
- Try going outside and walking down the street with the tracker in your hand to help it establish the connections it needs.
- Should it not switch to Online status and update its position after a short walk, we suggest trying the following solution:
Perform a hard reset of your tracker:
- Ensure that the tracker is turned on.
- Press the power button quickly 10 times in succession, like in the video below.
- The LED will blink blue followed by another color.
- Allow a few seconds for the tracker to complete the reset process and restart.
- Now that the tracker has been reset, wait for around one minute
- Briefly press the power button for one second. You'll see two LED flashes. Observe and note the colors of the flashes, such as green-green. (You can find out what these colors indicate here.)
- Take a 10-minute stroll in your area with the tracker in your hand and LIVE tracking enabled.
Rest assured, performing a hard reset will not delete any of your data; it simply resets the configuration of the device to resolve any temporary issues.
What should I do if the steps have not solved the issue?
If you still see Offline in the app after following the steps above, please reach out to our Customer Happiness team by clicking Contact Us below and leave the tracker turned on.
Please provide the following information when reaching out:
- The two colors you saw when pressing the power button once before the walk, while outdoors
- The time of your 10-minute outdoor walk
Providing this information will help us troubleshoot and resolve the issue more quickly.
FAQs
Why does my tracker need cellular network coverage to function?
In order for you to receive accurate information about your pet’s position, the tracker does two things: it detects its location and then communicates this to you.
Location: The GPS module inside the tracker calculates the device's (and therefore your pet’s) location using data it receives from GPS satellites.
Communication: Now that the tracker has detected its location, it needs to send this information to your app so that you can track your pet from the comfort of your cell phone. It does this by connecting to local cell networks.
Without this cellular network connection, the tracker cannot communicate its position in real-time.
Why does my tracker perform well in some areas but not in others?
Several factors can influence the performance of your tracker in different locations:
- Network Coverage: The performance of your tracker depends significantly on the network coverage provided by the local network provider. Areas with strong network coverage will see better tracker performance. We do not recommend using the tracker in areas with very weak or no cell coverage, as this can cause delays to position updates. The tracker will only be able to send data to your app once it reconnects to the network.
- GPS Accuracy: GPS signals are typically more accurate in open areas with a clear line of sight to the sky. In contrast, areas with dense forests, steep hills, or many artificial structures can block the GPS signal, reducing accuracy.
In summary, the performance of your tracker varies due to differences in network coverage and GPS signal strength across different locations.