Welcome to the AngelSense Support Center

Troubleshooting

False notifications

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

Advanced troubleshooting

Advanced Troubleshooting guidance for your device...

No Communication (GPS 2)

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

Powering on

Plug into the charger and press the power button until the device vibrates and turns on...

No Communication (GPS 1)

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

Call not going through

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

Device not charging

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

Remote restart/shutdown (GPS 2)

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:

Notifications delay

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

Tracking during No Communication

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

GPS reception

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

No Communication after reactivation

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

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

GPS errors near tall buildings

guidance on GPS errors in downtown areas...

Remote App and Device Software Update (GPS2)

An important remote device software update is being rolled out to all users. It will enable deployment of future new features and some fixes. 1.

Removing the battery

Guidance on removing the battery from the device...

Empty Timeline

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

Login Issues

Guidance for issues with logging in...

App not loading

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

Screen blacked out (GPS 2)

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

No GPS gray circle

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

Missing notification

Guidance on missing notifications...

Remote App and Device Software Update (GPS 1)

An important remote device software update is being rolled out to all users. It enables 2-Way Voice (AngelCall) and Alarm features for all GPS 1

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

Wi-Fi vs. GPS signal

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

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.

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...

Wi-Fi Networks not loading

Guidance on Wi-Fi networks not loading...

Missing unknown place

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

Accessing the "Help Center"

Our "Help Center" is full of useful information right at your fingertips...

Illegal Hotspot Name error

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