Frequently asked Questions

Scroll down the page for a list of commonly asked questions we have come across from customers over the years. If your question is not included in the list below don’t hesitate to contact us.

 

Category:

Description

Q1. My tracker is not sending me Vibrate Alert notifications or Geo-Fence notifications to my phone.
A. First thing to do is login to your app and click on DEVICE MESSAGE icon. If there are no messages it means the vibrate alarm or Geo-Fence are not setup properly. Revert to video on www.munstergps.ie for setup.
A. If you click on the DEVICE MESSAGE icon and there are a list of messages present but you haven’t received an alarm on your phone this means the tracker is working properly. i.e. it is sending alerts. However the phone software is stopping the app alerts from alarming your phone. This is usually an Android issue. If you have an Android phone click on the following link for a list of possible solutions. Solution 4 is usually the one that fixes it if you’d prefer to jump to it:
Android App Notification issues

Q2. How do I know if the tracker has a GPS and GSM signal
A. If the blue LED light at the charging port is solid there is no GPS signal. If the blue LED light is flashing there is a GPS signal and the tracker will give accurate readings.
If the orange LED light is solid the tracker doesn’t have a GSM signal. If the orange light is flashing it does have a GSM signal.
In most cases both the blue and orange light should be flashing when the tracker is moving and is outdoors.

Q. The tracker is showing OFFLINE
A. There are a few reasons why the tracker is OFFLINE. If the SIM is out of credit, if the tracker is outside GSM coverage area or if the tracker is stationary for more than 5 minutes. When the tracker is stationary it goes into standby mode (battery saving). Once it starts moving again it will come back ONLINE.

Q3. My tracker is showing a location 1KM away from the actual position of the tracker.
A. If the tracker does not have a GPS (satellite) signal it uses an LBS position which is a position determined from triangulating between your local GSM masts (phone masts). This is not very accurate and will only give you a rough idea of where the tracker is. This may happen indoors or if the tracker is encased in a heavy metal box. Once the tracker has a satellite signal it will automatically revert to GPS mode and will give you an accurate position report.

Q4. My dog tracker when charging doesn’t show red charging light.
A. The light only illuminates when charging. Once the tracker is fully charged the red light turns off automatically.

Q5. My dog tracker is showing offline even when its fully charged and moving.
A. There is a button on the top of the tracker that’s difficult to see. It has a paw printed on it. Press this button for 4 seconds and it will power up the tracker.