If a member's location stops updating, don't worry - this is the most common issue users face and is almost always solvable! It's usually caused by a simple setting on the phone being tracked. You must check these steps on the device that is NOT updating its location.
Step-by-Step Checklist
- App Status: Is the App Still Installed on the device?
- Check: Is the Device Tracker Plus app still installed on the device? Sometimes apps get unintentionally deleted. Are you still logged in to the app on the device? Check that the user hasn't logged out by mistake.
- Internet Connection: Does the Device Have Signal?
- Check: Does the device have a stable internet connection? Location updates can only be sent if the device is connected to Wi-Fi or cellular data.
- How to Check: Try opening a web browser to see if a page loads.
- Power Status: Is the Battery Dead?
- Check: Is the device switched on and not dead? A dead battery is the most common reason for a location to stop updating.
- How to Check: Try calling or messaging the person. The location will update as soon as the device is charged and turned back on.
- Location Permissions
- Check: Location access must be set to "Always Allow" (iOS) or "Allow all the time" (Android). If it's set to "Only while using the app," tracking will stop when the app is closed.
- How to Check (iPhone): Go to Settings > Privacy & Security > Location Services. Ensure Location Services is ON. Scroll down to find Device Tracker Plus and make sure it is set to ‘Always’.
- How to Check (Android): Go to Settings > Location. Ensure Location is ON. Then, go to Settings > Apps > Device Tracker Plus > Permissions > Location and make sure it is set to ‘Allow all the time’.
- Battery Saver Mode
- Check: Low Power Mode (iOS) or Battery Saver Mode (Android) often stop apps from running in the background and restrict GPS use to save energy.
- How to Check: Go into the phone's Settings and look for the Battery section. Make sure any 'Low Power Mode', 'Battery Saver', or 'Power Saving Mode' is turned OFF.
If you have worked through this entire checklist and the location is still not updating, our support team is ready to help investigate further.