When the LIVE Tracking button is grayed out, this is likely because the tracker doesn’t have an active network connection or can’t detect accurate GPS positions.
To use LIVE Tracking, here are some things to try.
Check if the tracker is within your mobile device’s Bluetooth range
At home or in a Power Saving Zone, your Tractive saves battery by not updating its position. This means you can only use LIVE Tracking if your phone is within Bluetooth range of the tracker.
If you’re not in Bluetooth range, you can only use LIVE Tracking when your pet leaves the Power Saving Zone and is reporting GPS positions again.
Make sure your mobile device has internet connection
Your mobile device needs to be connected to Wi-Fi or to cellular data to receive position updates in the Tractive mobile app.
If your mobile device is connected but you still can’t use LIVE in the app, we can proceed with troubleshooting your tracker below.
Check for a network and GPS connection
Your Tractive needs a GPS signal to find your pet and a cellular network connection to send your pet’s location to the Tractive app. Going outside helps with this.
- Leave the range of your Wi-Fi and go outside with your Tractive. Make sure the tracker has a clear line of sight to the sky.
- Give the tracker at least one minute to find GPS and network signals.
- After at least one minute, try to activate LIVE Tracking on the Tractive mobile app.
If the LIVE button is still disabled, continue below.
Troubleshoot with a reset and outdoor walk
Do these if your Tractive still isn’t updating after moving outside and waiting.
Step 1: Hard reset your tracker
A hard reset usually fixes temporary software glitches. It will not erase any data from your tracker.
- Make sure your tracker is turned on. Press the power button once to check. The LED should light up and you’ll hear a sound.
- Plug in the charger and connect your tracker to it. This will make sure your tracker has power for the reset.
- Quickly press the power button 10 times in a row. Check out the video below for a visual guide.
- You’ll know the hard reset worked when the LED light blinks blue, followed by another color.
- Once you see the blue flash, wait one (1) minute for your tracker to fully reset and restart.
Step 2: Check the tracker’s LED lights
- Press the power button for one second to turn it on.
- 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
- Take note of the current day and time.
- Go outside and carry the tracker in your hand.
- From Map on the Tractive app, tap LIVE to turn on LIVE Tracking.
What to do if LIVE Tracking is still not working
- Repeat steps 1 to 3 once more to make sure we’re troubleshooting thoroughly.
- Leave your tracker turned on so it can keep trying to connect, send its location, and allow our support team to access device information and speed up troubleshooting.
- Click Contact Us below and send us the details you collected from troubleshooting:
- When you first noticed LIVE is disabled
- The two LED colors you saw from Step 2
- The date and time of your outdoor test walk from Step 3