Listed below are the common defects and issues that generate a substantial number of inquiries. Our team is actively working on solutions for these problems. Please note that submitting support requests for these known issues will not expedite the resolution process, unless the details specify making a support request or outline corrective actions taken by our support team.
Important Note: Submitting multiple support requests for the same matter will not accelerate the resolution process. In fact, it will impede our work by generating additional support requests that we must review. We appreciate your cooperation in this matter.
ISSUES WITH DEVICES AND TRACKER APP
Issue | Status | Workaround/Fix | Additional information |
| Tracker Artemis 3 sec having delays | Fixed | Fixed on Artemis version 4.13.00 | |
| Dog heading pointing sometimes north when using Tracker Artemis. | Under investigation | None right now. | We are aware of this issue and our team is investigating. Support cannot help with this issue. |
| Some UI buttons missing or on the screen there can be functions visible that the device does not support and the setting is thus empty (reset total trail length/bark time) | Under investigation | None right now. | We area aware of this issue and our team is investigating. Support cannot help with this issue. |
| Some users are reporting that total bark time is not updating | Fixed | ||
| Groups, devices etc. vanished after app reinstall or after changing phone. | Fixed | Fixed on 9.7.2023 version 7.4.19 | |
| I can't see my own location on the map if my phone screen is turned off (Apple devices). | Under investigation | Own location is updated if you keep the screen on and the app active. | Problem is known to us and our developers are investigating it, waiting for update to the app. |
R10 device phone number has changed on it's own and i cannot change the phone number or call the device. | Fixed | Fixed on 08.23.2023 version 7.4.16 | |
Standing alarm (pointing alarm) or bark alarm is not working (no alarm coming from the app). | Fixed | Fixed on 08.23.2023 version 7.4.16 | |
I cannot add a new R10 device to the app and instead get an error message that no device was found. | Fixed | Fixed on 08.23.2023 version 7.4.16 If you are still unable to add the device, please contact our support. | |
Map planner or markings are not visible to everyone or to me in the group i'm member of. | Fixed
| Fixed on 08.14.2023 version 7.4.11 | |
I cannot login to Map Planner. | Fixed | Fixed on 08.14.2023 | |
Ultracom Dog-GPS or Novus device does not work after i changed the SIM-card to the device. | Fixed | Make sure that the SIM card is functioning (text messages and mobile data) and that the PIN code query has been removed from the card. Place the card in the device, then take the collar outside.
Install the latest version of the Tracker app from your phone's app store. Add the device as a new device in the software, using the new phone number and APN provided by your service provider. | If the issue persists, please contact technical support. |
Adding Avius device fails and i get a notification that check the device SIM-card? | Fixed | Update the Tracker app to the newest version and try again to add the device to the app. | |
Avius/Hybrid VHF-receiver update fails | Fixed
| Fixed on version 7.4.23 | |
Avius/Hybrid collar location via VHF is not coming if my phone does not have mobile network. | Fixed | Update the Tracker app to the newest version. | |
Avius/Hybrid VHF connection disconnects when the app is not active or the screen has been turned off from the phone. | Fixed
| Fixed on 08.23.2023 version 7.4.16 | |
SIM subscription not visible on the device info in the app. | Fixed | Try the following to fix the issue:
| If necessary contact our support. |
Ordered app subscription not visible in the app. | Fixed | Fixed on 08.23.2023 version 7.4.16 If you still have problems, please contact support. | |
In the device info when i try to extend the subscription of the SIM-card it goes to a product that is out of stock at Tracker webstore. | Fixed | Update your Tracker app to the newest version and that will then direct the app to correct product in our webstore. |
ISSUES WITH TRACKER WEBSITE/WEBSTORE AND MAP PLANNER
Issue | Status | Workaround/Fix | Additional information |
I cannot login to Map Planner | Fixed | Fixed on 08.14.2023 | |
I cannot login to Tracker My Pages | Fixed | ||
Cannot extend my Tracker Active/Bark subscription. | Fixed | We have had some cases where customers credit card has gone out of date on the payment provider's (Klarna) system. Please update your credit card info by logging in to Klarna's website and after that make a new order. | |
Ordered app subscription not visible in the app. | Fixed | Fixed on 08.23.2023 version 7.4.16 If you still have problems, please contact support. | |
SIM subscription not visible on the device info in the app. | Fixed | Try the following to fix the issue:
| Fixed on 08.23.2023 version 7.4.16 If you still have problems, please contact support. |
