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Topics: Troubleshooting

Accessing the “Help Center”

Oct, 10 5
Our "Help Center" is full of useful information right at your fingertips. It is accessible from the Support menu on our web site as well as from the app. In the app open the Menu on the left hand side and then select "Help" to get started.    You can take...

Activating a replacement device (GPS 1)

Oct, 10 6
Note: GPS 2  guidance is available here  Once you receive your replacement AngelSense device and have charged it for 4 hours, Primary Guardians can activate it in the AngelSense app. *Please activate your replacement device as soon as you receive it in order to avo...

Advanced Troubleshooting Steps (GPS 1)

Oct, 10 4
Note: GPS 2 guidance is available here  Thank you for your patience as we work together to troubleshoot your issue.Please first make sure your app is showing the most up to date information by logging out and back in or force closing.  Charging Issues:Please verify...

App not loading

Oct, 10 9
Generally, white screen issues or the app not loading are due to inadequate cell or WiFi on your phone in order for the app to load. We suggest the following steps to try and get it to load:Force close other apps - simply exiting an app does not stop it from running.Log out and then log back in...

Calling device causing missing transit

Oct, 10 4
During calls, the device cannot transmit GPS data and thus if you are on a call (Listen-In or AngelCall) with the device throughout the entire transit, the system will miss the transit. 

Device is not charging

Oct, 10 11
Please follow the troubleshooting steps below:Try an alternate charger Try alternate outlets Plug the device in to the charger and assure it is chargingAssure device is onContinue charging for about two hoursUnplug the deviceAssuming the network selected for the device (Verizon or AT&...

Empty timeline (GPS 1)

Oct, 10 4
Note: GPS 2  (Verizon) guidance is available here  To start showing the device location in the app charge your device and take it outside.If you still do not see the device location in your app it is likely due to poor cellular coverage. AngelSense supports Verizon and&...

GPS reception issues

Oct, 10 2
Outdoors: GPS technology is generally accurate. Bad satellite signals and signal interference happens when something gets in the line of sight between the GPS device and the satellites. Tall buildings, dense foliage, mountains and even reflective objects can cause interference. Furthermore, accuracy...

Handling false notifications

Oct, 10 4
Here is a video to help explain false alerts and how AngelSense overcomes GPS limitations.The two main ways to reduce false alerts are:Enlarging the place boundaries.Disabling Early Warning Mode (disabled by default).If GPS reception is poor but AngelSense analytics suspects a potential exit, a...

If your device gets submerged in water (GPS 1)

Oct, 10 10
Note: GPS 2 (Verizon) guidance is available here What can you do if your device accidentally goes through the washing machine or your child jumps into a pool?The device’s warranty will unfortunately be void if this happens, but there are some steps that you can take to...

Installing the app

Oct, 10 8
Here are the links to download the AngelSense app:Some old phones cannot run the AngelSense app. On such phones you can run the app on your internet browser and save a shortcut on the home screen. If you are unable to install the app on your phone and have to use the web app, please contact us to en...

Login Issues

Oct, 10 9
If you are having issues logging in please: Verify you are typing in your email correctly Verify you are typing in your password correctly (it is case sensitive) Try the Forgot Password optionIf you are using a Temporary Password, verify that it has not expired. (Only valid for 24 hou...

Lots of “No Communication” entries during the day

Oct, 10 2
If this happens in a particular location, it is likely a local cell reception issue. This can appear as many “No Communication” entries splitting a specific location (e.g. School, No Communication, School, No Communication, etc.), or a “No Communication” entry every time the ...

Notification missing

Oct, 10 5
Notifications are sent for named places only, so please make sure the location is named.See: Unknown placesDeparture notifications for named places may be missing in the following cases:1. No cellular reception at the departed place. If the schedule shows "No Communication", the system is ...

Notifications delay

Oct, 10 5
Departure notifications are delayed by a few minutes to minimize false alerts. You can reduce the delay by applying Early Warning Mode. In case of very long delays it is likely due to poor cellular coverage. AngelSense supports Verizon & AT&T  and we are happy to replace ...

Preparing for AT&T 2G Network Shutdown

Oct, 10 6
AT&T are gradually stopping their 2G service from 1/1/2017. Following is an update on what we're doing to ensure continued service for our customers.  AngelSense users who have GPS 1 devices using AT&T 2G SIM cards are being notified of their replacement 3G device that is being...

Preserving battery life (GPS 1)

Oct, 10 6
Note: GPS 2 (Verizon device) guidance is available here  Name places to assure power saving is activatedAssure place borders are large enough, e.g. to include all of school's buildingsUse “Runner Mode”, "AngelCall", and “Listen-In” ...

Remote App and Device Software Update (GPS 1)

Oct, 10 6
An important remote device software update is being rolled out to all users.It enables AngelCall and Alarm features for all GPS 1 devices and deployment of future new features and some fixes.Please:  Check the "About" tab in your AngelSense main menu to verify the lates...

Remote App and Device Software Update (GPS2)

Oct, 10 4
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. AngelSense Device Version Update:Plug it in and make sure it's turned onLeave device charging overnight (recommended near a window for good GPS...

Remote Device Software Update Aug 19-21, 2017

Oct, 10 9
An important remote device software update is planned for this weekend, Saturday-Monday, Aug 19-21, 2017. It will include new features and some fixes.In order to ensure your device is updated to the latest software version:Plug it in and make sure it's turned onLeave device chargi...