FAQs: GPS, Tracking Equipment, Global Tracking, Vehicle Tracking Equipment,
GPS Tracking Service
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Frequently Asked Questions
1. Why can't I get a GPS signal lock? First, check to ensure the GPS receiver in the device is turned on. To do this, go to the Main MENU and select the BARS icon on the top row. If the button on the bottom of that screen shows an option to TURN ON GPS, this means the GPS has been turned off. Tap the button to turn it on. The GPS receiver built into the X5 CoPilot is among the most sensitive in the industry, and under normal circumstances should have no problem obtaining sufficient satellite visibility to establish a position lock. Even so, the most common cause of signal lock issues is external radio interference or signal blockage. Some common things that can interfere with satellite signals are:
If you believe your CoPilot may be receiving radio interference, relocate either the CoPilot or the source of the radio interference to separate the two devices.
First, check to ensure the highest level of detail is selected by tapping the detail icon on the lower left corner of the map screen, and select HIGH DETAIL (see page 11). Secondly, the X5 CoPilot does not display POI icons when the map scale is greater than 700 feet. If you can?t see the POI icons on the map (and HIGH DETAIL is selected), try zooming in to 700 feet or closer.
3. I just activated my service. Why doesn't my device show on the map?
The device cannot show its location on the map until after it makes its first transmission. Take the device for a drive and it should immediately begin tracking.
4. My map screen shows where the device was yesterday. Today it's in a completely different place, but the map still shows the old location. Are the satellites down? The satellites don't go down. The problem is that the device has not transmitted its location to the server since the last location shown on the map. Either (A) the device does not have power, (B) it doesn't have a view of the sky (and therefore cannot calculate its location), or (C) the device is in an area with no wireless data service, and therefore cannot transmit its location. We recommend a physical inspection of the device. It?s possible the SIM door (the tab on the right side of the device which covers the SIM card) may be open, the device may be turned off, or the GPS receiver may be turned off on the device. 5. My device/devices were moving on the map at 60mph and suddenly they stopped moving in the middle of the highway. Is your system down? Our system isn't down. It's far more likely your browser has disconnected from (lost its socket connection to) our server. Users of wireless networks are more likely to experience this problem than users on physical wired connections. Simply log back into the website to reconnect to our server and see current locations of your vehicles.
6. I got onto Live Chat Support at 4am and nobody answered.
Live Chat is staffed from 7am to 7pm Monday through Friday, and 9am to 4pm on Saturdays. Our intent here is to fully support business hours throughout the continental US, opening at 8am New York time and closing at 5pm California time.? We could conceivably farm our live support out to India, but we doubt our customers would appreciate that. And, if we staffed personnel around-the-clock to accommodate that occasional 4am support call, the cost of monthly service would have to increase to offset the costs to pay those additional personnel (and we know nobody wants higher monthly rates). As we continue to grow, we may well evolve into a 24x7 technical support schedule. At this time, however, tech support is only staffed from 7am to 7pm.
7. My SMS alerts and/or email alerts aren't coming through. What's wrong with the system? There are several possible reasons for this problem. Either (A) you did not check the box in front of the SMS entry on the Alert Editor, (B) you have a 1 in front of your number (14057491105) when the 1 is not supported by your wireless carrier, (C) you do NOT have a 1 in front of your number and the carrier requires it, (D) the SMS text message was caught by a spam filter at your local wireless carrier (they decided it was spam), or (E) the wireless carrier simply failed to deliver the message. Wireless carriers do not guarantee delivery of SMS text messages. We?ve seen cases where some messages were delivered in 20 seconds, while others were delivered days later. To confirm Alert notifications are being sent properly, set up an email alert (and make sure the email isn?t going into your spam filter). 8. When I go into Directions & Routing, I don't get the directions. Your browser is disabling pop-ups. Enable pop-ups (either once, or for the entire site) and a separate browser will appear with turn-by-turn driving directions when you request a route.
9. When I search for any item like tires, food, fuel, etc - nothing comes up on the map.
The map will show telephone book entries for the area viewed on the map. You may want to zoom the map out slightly to encompass a larger area to ensure the viewed map area includes businesses like those for which you've searched.
10. My activity panel doesn't show anything moving. What's up with that? The activity panel shows the flow of data as it is received from your devices. If you have only a single device which is not moving, you will see nothing scrolling. When the vehicle moves, you will see one line scroll past each time the vehicle updates its position. The more moving vehicles you have on the map, the more data is transmitted, thus the data will transmit more frequently and scroll through the Activity Panel faster. The purpose of the Activity Panel is to enable you to quickly see which vehicles are moving.
For additional information, please visit us at www.X5CoPilot.com for the latest information, tips, and upgrades available for your X5 CoPilot. |
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