Help Center

» Back

Advanced troubleshooting

Thank you for your patience as we work together to troubleshoot your issue.

 

Charging Issues

All Other Device Issues

 

 

CHARGING ISSUES

If your device does not appear to be charging, please try these steps:

 

  1. First, make sure your app is showing the most up to date information by logging out and back in or force closing.
  2. Verify that when the device is plugged in to charge, that the blue LED light comes on and stays on solid (not blinking) to verify it is charging. (See: Charging Indication)
  3. Verifying that the fabric of the sleeve/belt isn’t in the way of the charging port.
  4. Charge in an alternate outlet. If your device is able to charge in an alternate outlet, then the outlet is most likely the issue.
  5. Charge with only the USB portion of the cord. If your device is able to charge with only the USB portion of the cord, then the charging cord is the most likely issue. Buying accessories
  6. Charge with an alternate charging cord. If your device is able to charge with an alternate cord, then the charging cord is the most likely issue. Buying accessories
  7. Leave the device on the charger for about two hours so that it will have some battery power
  8. After about about two hours, unplug the device
  9. Press the front buttons to see if the lights came on momentarily.
  10. If the lights do not come on:
  11. If the lights come on:
    • The device is powered on and, assuming the network selected for the device has coverage in your area, you should see the app updating when you take it out in transit:
    • Try taking the device out in transit at least 2 miles and/or 15 minutes outdoors away from the charging location. This way the device can fully connect to local towers and GPS in the area.
    • Enter Runner Mode
    • Wait for a minute, the status bar should show the app is updating with fresh location

 

If these above steps do not resolve your issue, please move on to the troubleshooting steps below. 

 

 

ALL OTHER DEVICE ISSUES

Please first verify your device’s firmware version. You can see the device’s current firmware version via your app in the left hand Menu under “Help” and “About”.

Device Firmware Versions G4A.EY.016 and higher 

Device Firmware Versions G4A.EY.015 and higher 

Device Firmware Versions G3.EY.0.59 and higher or G4A.EY.006 to G4A.EY.014

 

  

 

 

Device Firmware Versions G4A.EY.016 and higher 

  1. First, make sure your app is showing the most up to date information by logging out and back in or force closing.
  2. Your device power button is disabled by default
  3. To enable the power button temporarily, go to the app web version, go to Main Menu > Settings > General > Enabled > Save
  4. To power off the device, hold down on the power button for 7 seconds
  5. To power on the device, hold down the power button for 3 seconds or plug it in
  6. Plug the device in and allow it to gain a charge
  7. Go back into your app to disable the power button, go to the app web version, go to Main Menu > Settings > General > Disabled > Save

Device Firmware Versions G4A.EY.015 

  1. First, make sure your app is showing the most up to date information by logging out and back in or force closing.
  2. Hold down the power button for at least 7 seconds to power off the device. After 7 seconds, the device should beep and power off.
  3. After the device has powered off, wait a few seconds and then hold down the power button for about 3 seconds to power the device back on.
  4. Plug the device in and allow it to gain a charge.

 

If your device does not power on, please be sure that you have done the Charging Issues troubleshooting steps above and then contact us.

If your device does power on, please try taking the device out in transit at least 2 miles and/or 15 minutes outdoors away from the charging location. This is very important in order for the device to fully connect to local towers and GPS in the area.

 

 

Device Firmware Versions G3.EY.0.59 and higher or G4A.EY.006 to G4A.EY.014

  1. Please first make sure your app is showing the most up to date information by logging out and back in or force closing.
  2. Please go ahead and break the seal. *Note that it is OK to remove the sticker on the device and remove the battery (as detailed below). This will not void the device warranty, as you are troubleshooting. Please be sure to insert the device back into the case once done.*
  3. Take the battery out of the device
  4. Try to carefully clean the golden ports in the device with a soft cloth.
  5. Remove the SIM card and reinsert it, making sure to lock it in place. See this Video for guidance.
  6. Put the battery back in and replace the cover.
  7. Plug the device in so that it will power it on and wait 5 to 10 minutes to allow it to gain a charge.
  8. If your device does not power on, please contact us.
  9. If your device does power on, please try taking the device out in transit at least 2 miles and/or 15 minutes outdoors away from the charging location. This is very important in order for the device to fully connect to local towers and GPS in the area.

 

Please contact us at support@angelsense.com once these steps are done. In order to help us resolve your issue faster, please let us know if the blue light is staying on solid (not blinking) when it is plugged in and that you have done all of the above steps, including taking the device out in transit. 

 

*NOTE: Please be sure to insert the device back into the casing to ensure that the device it is still in good condition in order to receive a refund if you choose to return it.

 

Note: GPS 2 guidance is available here 

Back to Top

AngelSense GPS Tracker
AngelSense Support Care

Session Changed

Your session has changed. Please close this tab.