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Device Troubleshooting

Advanced troubleshooting
Remote Refresh/Shutdown
Powering off
Powering on 
Removing the battery
Handling water damage

 

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. 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 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.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.015 and higher

 

  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. 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 

 

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Remote Refresh/Shutdown

 

The GPS 1 device has the ability to be refreshed or shutdown remotely from the app by a Primary Guardian.

 

Instances when a refresh may be needed:

 

Instances when a shutdown may be needed:

 

  1. Go to Menu on the left hand side and select “Settings” and “General”
  2. Click on “Refresh”

 

Note: GPS 2 (Verizon) guidance is available here

 

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Powering-on

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.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.015 and higher

The device will power on if you hold down the power button for about 3 seconds or when connecting the device to the charger.

When the device is powered on, the Guardian GPS will connect to both the cellular network and the GPS signal. While connecting, the relevant LED blinks.

To turn the device off, if needed, hold down the power button for at least 7 seconds or use the app shutdown feature.

 

 

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

 

When connecting the device to the charger it is turned on automatically.

When the device is plugged in, the Guardian GPS will connect to both the cellular network and the GPS signal. While connecting, the relevant LED blinks.

To turn the device off, if needed, use the app shutdown feature. 

 

 

Note: GPS 2 (Verizon) guidance is available here

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Removing the Battery (GPS 1)

 

  1. With the back panel facing you, remove the two screws to release the back cover. You will need a small screwdriver. If you do not have a small screwdriver, you can try using a pair of tweezers or very carefully using the tip of a knife.  
  2. Lift up the back cover from the notch at the bottom of the device.
  3. Take the battery out
  4. To put the battery back in, insert the contacts side of the battery first
  5. Gently push the battery cover downward until it locks into place. Then fasten the two screws on the back cover.

 

 

 

Note:

 

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Handling water damage

What can you do if your device accidentally goes through the washing machine or gets soaked?

The device’s warranty will, unfortunately, be void if this happens, but there are some steps that you can take to try and salvage it.

Try this:

  1. Take the device out of the water as soon as possible
  2. Dry the outside of the device
  3. Take the battery out of the device
  4. Dry the inside of the device and dry it with rubbing alcohol.
  5. For best results take the device apart. Put it in a sealed bag with silica gel packets. The silica will absorb the humidity left in the device. (Rice will also work.)
  6. Leave it in a dark place with no light for 24-48 hours, but the longer the better.
  7. When putting the device back together, make sure there are no dust particles, etc.
  8. Plug the device in to charge.
  9. Be careful about uncommon noises and unplug the device if you hear any.
  10. If everything looks (and sounds) fine, try using the device to see how it will do.

This has worked for some users in the past so it is worth trying, but we cannot guarantee that it will work. See our Waterproof Options.

IMPORTANT:

GPS 1 Devices: Even if your device regains communication, we strongly suggest replacing your battery as batteries that get wet are a serious safety risk and can be very dangerous. See: Ordering Accessories and Minutes 

GPS 4 Devices: It is suggested to purchase a replacement device as batteries that got wet are at high risk to be dangerous. See: Ordering a Replacement Device

If your device does not regain communication after the above steps, charging, verifying it is powered on, and taking out into transit, then a replacement device will need to be purchased. See: How to purchase a Replacement Device.

Note: GPS 2 (Verizon) guidance is available here 

 

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Notes

AngelSense GPS Tracker Device

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