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Knowledge Base

Troubleshooting Places

By enabling Location Services on mobile devices, the device is allowed to check-in and relay its location relative to the radio tower or router the device connected to. For this feature, enable Places on your mobile devices and ensure that you have a data connection (e.g., 3G, 4G LTE, Wi-Fi). Places tips

  • The lower the data connection and/or coverage in the area, the less accurate Places will be. The more data connection and/or coverage in the areas, the more accurate Places will be.
  • Staying close to Geo-Fences, or only barely crossing it can mean that the Geo-Device will never triangulate outside of the Geo-Fence. This can cause notifications or actions to incorrectly trigger or not trigger occur at all.
  • Increasing the Geo-Fence radius provides more accurate notifications based on location.
  • Wi-Fi can be used as data connection for triangulation. The device does not need to be connected for triangulation to occur.
  • The more accurate Geo-Fence radius sizes are around or larger than 2 to 2.5 miles radius. The minimum radius can be one mile but is not recommended.
    Note: If the customer account is in Canada, the minimum distance is 1.5 kilometers for a Geo-Fence.

To manage Places using the customer website:

  1. Log into the customer website.
  2. Click Settings.
  3. Click Places.

Important: Only the login permissions of Master Control, Full Control, and Custom with Notification settings enabled can manage Places on a customer account. 

Troubleshooting Places:

Verify Places is set up properly

Verify you have the proper Places notifications and rules set up on your account. For more information, see Configure Places.

Verify Location Services is turned on

Verify Location Services is turned on for the device and also for the app. For more information on enabling Places in the app, see Add a new Geo-Device

Important: iPhones and Android phones also require Location Services to be turned on specifically for the app through phone settings.

To enable Location Services on an Android phone: 

Note: These steps may vary depending on the model of the Android phone. 

  1. Tap to open the Settings application.
  2. Tap Connections.
  3. Tap the Location toggle switch to enable Location Services.
To enable Location Services on an iPhone:

Important: In order for this option to appear, Places needs to be enabled on the app.

  1. Tap to open the iPhone's Settings application.
  2. Tap
  3. Tap Location
  4. In Allow Location Access, tap Always
Verify the correct device is enabled for Places

The user can verify the correct device is enabled by turning Places off in the app, then log into the customer website to verify a correlating device was paused. A device that is paused will be grayed out.

In the following image, the Geo-Device named iPhone is enabled and the Geo-Device named Samsung is disabled.

Geo Device Samsung is disabled.PNG

Important: Remember to re-enable the Geo-Device in the app after this test.

Increase the Geo-Fence size

Increase the Geo-Fence size to a minimum of 2 to 2.5-mile radius. If it is already set to a 2.5-mile radius, increase the Geo-Fence radius to 5 miles.

Enable Wi-Fi on the Geo-Device

Enable Wi-Fi on the phone that is a Geo-Device on the account. This may help with triangulation if there are not many towers in that area. Turning on Bluetooth can also help.

Note: The Geo-Device is not required to be connected to a Wi-Fi or Bluetooth network to function. 

Verify settings that can affect Places on Android devices

For Android phones, there are several settings that can affect consistent Places functionality. The app also displays possible settings that are affecting functionality.

To verify app settings on an Android device:
  1. Log into the app.
  2. Tap Menu.
  3. Tap Places.
  4. Tap Manage my location settings.
  5. In Location Services, tap Resolve detected issues.

  6. In Resolve Issues, tap Details next to an existing issue to resolve it.

Verify the Android device settings have the best corresponding values:

Note: The names of settings may vary on Android devices. 

  • Location or Location services should be toggled on. 
  • Locating method or Location mode should be set to high accuracy. 
  • Wi-Fi scanning and Bluetooth scanning, which may be in the Improve accuracy setting, should both be toggled on. 
  • Power saving mode and Ultra power saving mode should both be toggled off. 
  • Battery optimization or Optimize battery usage, which may be in the menu option of the Battery settingshould be toggled off for the app, Google Play Services, Wi-Fi, and Bluetooth. 
    • When selecting the option to Turn Battery Optimization for this App Off from the app, the phone displays the devices that do not have optimization on. Tap the arrow under Battery optimization to select All Apps, then tap to verify that Don't Optimize is selected. 

      The following image is an example of turning off battery optimization on an Android device: 


For information on how to clear Geo-Device malfunctions, see Geo-Service device is malfunctioning.

If the issue is still unresolved:

Important: Perform the following steps in this order:

  1. Disable Places in the app.
    • To disable Places:
      1. Log into the app.
      2. Tap Menu.
      3. Tap Places.
      4. Tap Manage my location settings.
      5. Tap the Location Services toggle switch to disable it.
  2. Delete the Geo-Device on the customer website.
  3. Force close the app.
  4. Re-enable Places in the app.
  5. Add the device back to the Geo-Fence rules or notifications.
  6. Sync the Geo-Device by crossing in and out of the Geo-Fence.
  7. Test by crossing the fence again. 
    Note: Places uses triangulation to conserve battery power. The device should pass a significant distance over the Geo-Fence in either direction to register crossing the Geo-Fence. 

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