Why is the LIVE Tracking button greyed 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
Tip: On the app, click the tracker status to get more information on what issue your tracker is facing. You can also check the network and GPS connection status of your device by pressing the power button on the tracker once and viewing the LED lights. Read more here: How to interpret the LED lights.
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:
Go outside (out of range of your Wi-Fi signal) 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 restart the Tractive GPS app and reset the tracker:
- Reset your tracker by pressing and holding the power button for 10 seconds until the LED lights up and you hear a high-pitched tone. (See video below)
- Wait for a few minutes so that the tracker can establish the necessary connections
- 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.
How to reset your tracker
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:
Contact Tractive Customer Support by clicking Contact Us below.
Leave the tracker turned on, if possible, and 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.