Troubleshooting - Knowledge Base

If your handset is not working properly please see the errors below to correct them. If you cannot correct the errors then contact Trackem®. 1-866-868-7225 or support@trackem.ca

Error: Phone not capable of displaying satellite information

Reason: The privacy settings are restricted.

Solution: Change privacy to UNRESTRICTED, by going to Menu > GPS > Privacy.

Error: Phone unable to fix GPS position.

Reason: The phone was not able to get a GPS fix. There may not be enough satellites seen, you are indoors, etc.

Solution: If it’s the first attempt please give it 10 minutes, you will also need to be outside and have an open sky.

Error: Cannot send location information.

Reason: The phone is not connected to the network OR there is a problem with the web browser.

Solution: Verify that the phone is connected to the network & try a master reset to get the browser working, if it fails contact your wireless provider.

Error: Cannot connect to the server.

Reason: There is a problem communicating with our servers, your internet connection may be at fault.

Solution: Verify that the phone is connected to the network & try a master reset to get the browser working, if it fails contact your wireless provider.

Error: The " * " is not floating across the screen (Trackem).

Reason: The GPS privacy settings have been changed to RESTRICTED.

Solution: Change the GPS settings to 'Unrestricted' by going to Menu > GPS > Privacy.

Error: S2 - no location information available.

Reason: The phone has not successfully sent any GPS location to the server.

Solution: Ensure that the privacy settings are set to unrestricted (by going to Menu > GPS > Privacy) and that you are outside.

Error: The web browser is working but I get a 'cannot send location information' error.

Reason: There is a problem with the packet data.

Solution: Have your wireless provider check your data plan settings and reset if needed.

Error: The phone number in your applet setup cannot be found in the database.

Reason: Either the phone number and/or PIN code in the setup for the Trackem application is incorrect, or the information we have for your phone is incorrect.

Solution: Double check the information that was given to you and if what you have matches what is in the phone. If this information does not match up send an email to support@trackem.ca with subject line INVALID PIN / PHONE NUMBER INFO or call our support at 866-868-7225.

Error: The phone restarts when Trackem® is running.

Reason: The software in your phone is old and there is a flaw with that software.

Solution: Reflash the phone with the latest software.