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Advanced troubleshooting

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

Which device do you have? Scroll for GPS1 and Watch:

GPS4 TROUBLESHOOTING

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. Restart your device by pressing the top side & SOS buttons together until the device vibrates. It will then power off and restart. You will know that the device is on when you can see the lights blinking.

GPS4 CHARGING ISSUES

1. Be sure that the charger is correctly positioned on the magnetic charging port. Red light blinks when charging, stays solid when fully charged.
2. Try charging in an alternate outlet.
3. Try charging with only the USB portion of the cord.
4. Try charging with an alternate charging plug, if available.
5. Try charging the device without the plastic sleeve.

If your device does power on, please take the device out in transit at least 1.5 miles outdoors away from the charging location to give it a chance to gain cellular and GPS signals and communicate.

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 red light is blinking when it is plugged in and that you have done all of the above steps, including taking the device out in transit. 


WATCH TROUBLESHOOTING

  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 check that the SIM card holder on the side of the watch is closed properly.
  3. Refresh your watch by going into the app, Main Menu, Settings, General, click “Refresh”. It will power off and restart.

WATCH CHARGING ISSUES

  1. Be sure to line up the charging pins correctly.
  2. Be sure the charging cord is properly connected to the charging cradle.
  3. Charge in a different wall outlet.
  4. Charge using an alternate USB outlet (ie computer).

If your watch powers on, you will see the charging status on the watch face. Let it charge for an hour then take it out in transit at least 1.5 miles away from the charging location to give it a chance to gain cellular and GPS signals and communicate with your app.

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 charging status is shown when it is plugged in and that you have done all of the above steps, including taking the device out in transit. 

 

GPS1 CHARGING ISSUES

If your GPS1 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. Take your device out of the plastic cover, sleeve or belt.
  3. Verify it’s charging. For GPS1, the blue solid light means it’s charging. (See: Charging Indication).
  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 SOS button to see if the lights come 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 GPS1 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

 

  

 

GPS1 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

GPS1 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.

 

GPS1 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 

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