Tractive tracker not updating location or position

Are you not seeing recent position updates for your pet in the Tractive app? Is LIVE Tracking not working or showing “offline”? This guide will help you quickly fix Tractive tracker location update issues.

At home or in a Power Saving Zone, your tracker saves battery by not updating its position. GPS signals are often blocked by walls and roofs indoors, so regular updates may not appear.

Start with a quick GPS check

1. Go outside and walk with your tracker in your hand for ten minutes. GPS and network signals are strongest outdoors. See our article Tractive GPS tracker accuracy to learn more.
2. While outside and walking with your tracker, check its status in the Tractive app.
3. Look for the “Online” status or a new location in the app.

If you see movement, that means your tracker’s GPS is working and is only having difficulties sharing its position indoors. If not, continue below.

Troubleshoot with a reset and outdoor walk

Do these if your Tractive tracker still isn’t updating after moving outside and waiting.

Step 1: Reset your tracker

1. Press and hold the power button for 10 seconds, until the LED lights and a sound plays. See the video below for how this works.
2. Wait for one minute.

Step 2: Check the tracker’s LED lights

1. Press the power button for one second to turn it on.
2. 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

1. Important: Take note of the current day and time.
2. Go outside and carry the tracker in your hand.
3. From Map on the Tractive app, tap LIVE to turn on LIVE Tracking. This helps the device reconnect and share its new location.

What to do if location updates still aren’t working

1. Repeat steps 1 to 3 once more to make sure we’re troubleshooting thoroughly.
2. Leave your tracker turned on so it can keep trying to connect, send its location, and allow our Customer Experience Team to access device information and speed up troubleshooting.
3. 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