Welcome to the AngelSense Support Center

Troubleshooting

False notifications

Here is a video to help explain false alerts and how AngelSense overcomes GPS limitations...

No Communication

When the app does not get location updates for at least 30 minutes, the app shows "No Communication"...

Powering on

Note: GPS 2 (Verizon) guidance is available here    When connecting the device to the charger it is turned on

Advanced troubleshooting

Advanced Troubleshooting guidance for your device...

Call not going through

Cellular coverage, unauthorized number, and blocked caller ID may prevent the call...

Empty timeline

Charge your device, turn it on, and take it outside...

Remote restart/shutdown

The GPS 2 device has the option to do a restart or to shut down the device remotely, from your app.  Instances when a Restart may be needed:

Device not charging

Charge the device, turn it on, and take it out with you in transit...

Tracking during No Communication

Determining the child’s location when the device is not communicating...

No Battery

If you believe that your device is charged, but your app is showing "No Battery" please verify the following:    1.Blue LED light was

Login Issues

Guidance for issues with logging in...

GPS errors near tall buildings

guidance on GPS errors in downtown areas...

Force close app

Guidance on how to Force Close apps to resolve issues...

Multiple No Communication entries

If this happens in a particular location, it is likely a local cell reception issue. This can appear as many “No Communication” entries

Notifications delay

Departure notifications are delayed by a few minutes to minimize false alerts...

Removing the battery

Guidance on removing the battery from the device...

WiFi vs. GPS signal

If the location is Wi-Fi based instead of GPS based, it will show Wi-Fi on the status bar...

No GPS gray circle

The gray circle indicates that the device does not currently have GPS signal...

Cannot connect to Wi-Fi

The GPS 2 device has the capability to connect to WiFi. Some reasons for being unable to connect to a WiFi network could be: Incorrect password Poor

No Communication after reactivation

Guidance on the device not communicating after reactivating your account...

App not loading

Suggested steps to help resolve issues of the app not loading...

Illegal Hotspot Name error

When given this error message, you should make sure to check the characters within the name...

Screen blacked out

Due to the advanced features of this device, the device is locked from direct client access...

Tracking during No GPS

Indoors GPS typically has no reception. AngelSense smart analytics "understand" the child has not left that place and it is likely that the child is still indoors in that place.

GPS reception

Indoors GPS typically has no reception. This normally does not impact the app...

Wi-Fi Networks not loading

Guidance on Wi-Fi networks not loading...

Missing notification

Guidance on missing notifications...

Missing transit

On the GPS 1, the device cannot transmit GPS data when using Listen-In...

2-Way acts as 1-Way

AngelCall can go through as Listen-In due to poor cellular reception...

Missing unknown place

The device must be in the location for at least 5 minutes for it to create a location in the schedule...