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Geo-Service device is malfunctioning

One common cause for a Geo-Service device malfunctioning is that the device may have been deleted but not completely removed from the account. The best way to clear a Geo-Service device malfunction is to completely remove the device from the account before attempting to reattach the device to the account. 

It is recommended to remove Geo-Devices that are not active or currently in use on the account in order to avoid Geo-Service device malfunctions. For more information about how to remove a Geo-Device, see Delete a Geo-Device

For more information about how to manage the Geo-Devices on an account, see Geo-Devices

To clear a Geo-Service device malfunction: 

Note: Clearing the Geo-Service device in malfunction trouble condition only clears the trouble condition once. The following steps need to be used each time the trouble condition occurs. 

Complete the following steps for all Geo-Devices that are in malfunction or no longer in use on the account: 

  1. Log into the app on the device in malfunction.
  2. Tap Menu.
  3. Tap App Settings.
  4. Tap Location Services.
  5. Tap the toggle to turn Location Services off.
  6. Log out of the app.
  7. Log into the customer website. Refresh the page if you were already logged in.
  8. Click Settings.
  9. Click Places.
  10. If the malfunctioning/not in use device is listed in Geo-Devices:
    1. Click the desired device.
    2. Click Delete to remove the Geo-Device from the account. 
    3. Click Ok
  11. While staying logged into the customer website, log into the app once again on the Geo-Service device.
  12. Tap Menu.
  13. Tap App Settings.
  14. Tap Location Services.
  15. Tap the toggle to turn Location Services on.
  16. On the customer website, refresh the page or log in if necessary.
  17. Make sure the device is showing in the Geo-Devices.

If the trouble condition persists after troubleshooting, contact your service provider.

To disable the malfunction report: 

If you do not want a malfunction report, you can turn off the report using the customer website.

Important: This only applies to Android devices.

  1. Log into the customer website.
  2. Click Settings.
  3. Click Geo-Services
  4. Click the name of the Geo-Device to be edited.
  5. Click to deselect Report Malfunction if Device fails to check in for 24 hours.
  6. Click Save.

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