What to do if LIVE Tracking is grayed out

If the LIVE button is grayed out, this indicates that you are not currently able to activate LIVE tracking. This is most likely because the tracker does not have an active network connection or is unable to detect accurate GPS positions.

In this case, you will see one of the following statues on the map screen in your Tractive GPS app:

🟡 Low accuracy

🔴 Offline

🔴 No GPS

🔴 Near You 

Pressing the tracker status will give you more information on the exact issue at that moment. You can also check the network and GPS connection status of your device by pressing the power button on the tracker once.

Note: If your furry friend is in a Power Saving Zone, you can only activate LIVE tracking if your phone is within Bluetooth range of the tracker. Once your pet leaves the Power Saving Zone and is reporting GPS positions, you'll be able to use LIVE tracking again.

If you cannot start LIVE tracking when out of the Power Saving Zone, please go outside with the tracker in your hand and make sure that the tracker has a clear line of sight to the sky. If you are still unable to activate LIVE tracking after one minute, please restart the Tractive GPS app and reset the tracker:

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If you have our latest Dog or Cat tracker model, reset the tracker by holding the power button down for 10 seconds. Please then release the power button. The LED will light up for 2 seconds and you will hear a high-pitched tone indicating that your tracker has been successfully reset.

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If you have any other tracker, reset it by holding the power button down for 30 seconds. Please then release the power button. A successful reset is indicated by a flashing light and beeping sound.


Afterwards, please wait for a few minutes so that the tracker can establish the necessary connections and then try to activate LIVE tracking again while on a 10-minute test walk around your local area with your tracker in your hand.

It is also important to ensure that your cell phone or tablet is connected to WiFi or a cellular data connection so that you can use LIVE tracking and receive position updates in the app.

Should you continue to experience issues, please contact Tractive Customer Service for support and leave the tracker turned on, if possible. Please include the following information in your message to help us handle your request more efficiently:

  • When did you begin experiencing this issue?
  • After resetting the tracker and placing it outside for a few minutes, what color combination do you see if you press the power button once (e.g. green-red)?
  • The date and time of your test walk.

 

Contact Tractive

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