GPS Location Is Missing or Incorrect

Scenario

Customer reports:

• "I can't see the employee's location."
• "Location hasn't updated."
• "The employee is at the customer site but TeamTrace shows somewhere else."
• "GPS is stuck."

Likely causes

• Location disabled.
• Permission denied.
• Background location restricted.
• Battery optimization.
• Poor GPS visibility.
• Employee is indoors/underground.
• Poor network.
• Device has not synchronized.
• Tracker is not running.

Android specifically notes that background location is subject to OS limits.

Apple similarly notes that iOS may suspend applications in the background and that location updates can therefore be delayed.

Troubleshooting

1. Check Location

Ensure:

Phone Location = ON

2. Check TeamTrace permission

Verify TeamTrace has the required location permission.

3. Check battery restrictions

Check whether the device has:

• Battery Saver
• Battery Optimization
• Background restrictions

enabled for TeamTrace.

4. Check connectivity

Verify:

• Wi-Fi/mobile data
• Last Sync
• connection status

5. Test outdoors

Ask the employee to move to an open area and wait for a fresh location reading.

6. Compare timestamps

Check:

Last known location time

against:

Current time

A location that is 30 minutes old should not be treated as a current location.

Escalate when

The issue persists despite:

• Location ON
• correct permissions
• tracker running
• good connectivity
• battery optimization disabled
• fresh synchronization