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Advanced troubleshooting

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

 

CHARGING ISSUES

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

 

  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 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 is in the way of the charging port.
  4. 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.
  5. 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
  6. 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
  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 DEVICE ISSUES

 

  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 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: 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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