Troubleshooting: I am not receiving position updates.

If you aren’t receiving regular position updates or are unable to use LIVE tracking reliably, this indicates the tracker is having difficulties connecting to cell networks or receiving data from GPS satellites.

As a first step, please take the tracker outside and walk down the street for two minutes so that the tracker can establish the necessary connections. GPS devices work best when outdoors, with a clear line of sight to the sky.

If the issue continues when outside, please do the following test:

  • Reset the tracker by holding the power button down until the LED lights up for 2 seconds and you hear a high-pitched tone. On most devices, this means you hold the power button down for 10 seconds. On our older devices, you will need to hold the power button down for 30 seconds to reset it.
  • Wait for one minute.
  • Press the power button once for one second. The LED will flash twice. Make a note of the two colors you see, such as green-green (you can also see what they mean here).
  • Take a 10-minute walk around the block and activate LIVE tracking, if possible.

Should the problem persist, please contact our Customer Happiness team and tell us the two colors you see when you press the power button once and the time of your test walk outdoors. Please leave your tracker turned on afterwards.


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