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Advanced troubleshooting

 

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

 

Please first make sure your app is showing the most up to date information by logging out and back in or force closing.

 

Charging Issues:

 

Please verify that when the device is plugged in to charge, that the blue LED light comes on and stays on solid to verify it is charging. (See: Charging Indication)

 

If the blue light is not staying on solid then the device is not gaining a charge. You could try:

 

  1. Verifying that the fabric of the sleeve/belt is in the way of the charging port.
  2. Charging in an alternate outlet. If your device is able to charge in an alternate charging outlet, then the outlet is most likely the issue.
  3. Charging 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
  4. Charging 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

If the blue light is on when charging, please unplug your device and press the front buttons to see if the lights came on momentarily.  If the lights do not come on then the device powered off. If your device has been charging for more than 5 to 10 minutes, try Powering the device on.

 

If your device does not stay powered on, then it has not been gaining a charge despite the blue light showing. You could try:

 

  1. Verifying that the fabric of the sleeve/belt is in the way of the charging port.
  2. Charging in an alternate outlet
  3. Charging with only the USB portion of the cord
  4. Charging with an alternate charging cord

 

If these above steps do not resolve your issue or if you have issues not regarding to charging, please move on to the troubleshooting steps below. 

 

Removing the Battery: 

 

  1. 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.*
  2. Take the battery out of the device
  3. Try to carefully clean the golden ports in the device with a soft cloth.
  4. Remove the SIM card and reinsert it, making sure to lock it in place. See this Video for guidance.
  5. Put the battery back in and replace the cover.
  6. Plug the device in so that it will power it on and wait 5 to 10 minutes to allow it to gain a charge.
  7. If your device does not power on, please contact us.
  8. If your device does power on, please try taking the device out in transit at least 1.5 miles outdoors away from 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 and let us know if the blue light is staying on solidly (not blinking) when it is plugged in and that you have done all of the above steps. 

 

Note: GPS 2 guidance is available here

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