Mobile App issues with GPS and Checkpoints

• Ensure you set your device to use the network or automatic date/time (How to: Android / iOS)
• Ensure you accept all permissions when you install
• Ensure you have good network coverage if on data. See this guide

• Ensure you have good Wi-Fi coverage - if you experience a 'server not found' error, try the following troubleshooting steps:

  • Make sure the device has a stable internet connection, whether through Wi-Fi or mobile data.
  • Check if the error happens on other devices as well to rule out a device-specific issue.
  • Verify the version of the app being installed, and ensure it is the latest version available.

  If you encounter a geofence error even though the guard is on site, try the following steps:

  • Confirm app version and known issues: Check the app version in the app's About or Settings. If it is version 5.14.25 and you use zone-licensed BYOD, uninstall and reinstall from the store to obtain the latest version. That version has known issues for some license types.
  • Enable high-accuracy location:
    • Android: Settings > Location > turn on Location; set to High accuracy (use Wi-Fi, Bluetooth scanning).
    • iOS: Settings > Privacy & Security > Location Services > the app > set to Always or While Using the App with Precise Location enabled.
  • Permission review: Ensure the app has location permission and that background location is allowed if your workflow requires it for geofence validation.
  • Device settings that affect accuracy: Turn on Wi-Fi even if not connected; it improves positioning. Disable Battery Saver/Optimization for the app. Ensure VPNs or firewall apps are not blocking location services.
  • Check geofence configuration: Confirm the site geofence is correctly placed and sized. Very small radii can be sensitive; consider modestly increasing the radius for reliability.
  • Time and sync: Make sure device time is automatic and accurate; incorrect time can affect session validation. Refresh the app or log out/in to force a new location check.
  • Test and isolate: Try another device at the same site. Try the same device at another site with a known-good geofence.
  • Escalate with diagnostics: Provide device model, OS, app version, the site, shift details, exact error text, and screenshots of location permissions. If possible, include a map screenshot showing current location relative to the geofence.

If NFC scans are not appearing on your report sheet, use the following checklist:

• Verify the tag and assignment:
  • Confirm the NFC tag is the correct tag for the location/post and that its UID is registered to the correct site within your configuration.
  • Ensure the guard is clocking in at the intended site and shift.
  • If the tag was recently replaced or moved, update the site mapping and test again.
• Device and OS compatibility:
  • iOS: NFC tag reading is supported on most iPhone models from iPhone 7 and newer. If NFC is not supported, the app cannot scan tags.
  • Android: Ensure the device supports NFC (Settings > Connected devices or Connections > NFC) and that NFC is turned on.
• App permissions and settings:
  • iOS: Allow all requested app permissions. Go to Settings > Privacy & Security > TrackTik and enable Location (preferably Always or While Using the App) and any other requested permissions. If prompted for NFC tag reading, accept the prompt.
  • Android: Go to Settings > Apps > TrackTik > Permissions and grant Location (set to Precise/High Accuracy), Nearby devices, and any other requested permissions. Also enable NFC in Settings > Connections > NFC and contactless payments.
• Correct in-app workflow:
  • Open the app, navigate to the clock-in screen, choose NFC scan, then hold the device flat against the tag until you see a successful confirmation in the app. Keep the device steady for 1-2 seconds.
• Connectivity and offline mode:
  • If the device is offline when scanning, the clock-in may be stored locally and sent later. Make sure the device has a stable connection, then open the app and manually refresh after reconnecting.
• Reporting filters and delays:
  • Check report filters (date range, site, user) to ensure the scan is included. Allow a short delay for sync and then pull to refresh or reopen the report sheet.
• Update or reinstall the app:
  • Update to the latest app version from the App Store/Google Play. If behavior persists, uninstall and reinstall the app to clear cached data.
• Test another device/tag:
  • Try scanning the same tag with another supported device, and try another known-good tag at the same site to isolate whether the tag or the device is the issue.
• Escalate with details:
  • If scans still do not appear, capture and share: device make/model, OS version, app version, the tag UID, exact time of scan, and screenshots of the in-app confirmation and the report filter settings. This helps support trace server logs and confirm whether scans reached the backend.

If a patrol appears completed on the device, but checkpoints show as missed or the tour reverts to incomplete

These symptoms are typically caused by sync delays, configuration mismatches, or assignment/visibility settings. Use the steps below to diagnose and resolve.
Quick checks

• Verify you are logged into the correct site on the device before scanning.
• Confirm the checkpoints you scanned are included in the tour you started.
• Ensure the device has a stable data/Wi‑Fi connection while syncing.

Step-by-step troubleshooting

• 1) Check the device’s sync/queue status:
  • In the mobile app, open the menu and locate Sync, Queue, Pending Uploads, or Outbox.
  • Tap Sync All and keep the app open until the queue is empty (100% complete). Do not log out while items are pending.
  • If items are stuck, toggle Airplane Mode off/on, move to better coverage or Wi‑Fi, then retry Sync All.
  • If the tour appears complete and then reverts to incomplete, capture a screenshot of the synchronization queue showing pending items and timestamps.
• 2) Confirm device and app settings:
  • Enable NFC and/or Camera (depending on checkpoint type) and grant app permissions.
  • Set Date & time to Automatic; incorrect time can cause ordering/sync issues.
  • Disable battery optimization for the app so it can sync in the background.
  • Update the app to the latest version and restart the device.
• 3) Validate checkpoint configuration:
  • In the portal, open the checkpoint and confirm it belongs to the same site you patrolled.
  • Confirm the scan method (NFC/QR/GPS) matches what was used on the device.
  • Ensure the checkpoint is Active and included in the intended tour.
  • Check any role/position restrictions (Assigned to/Visible to). The tour and the guard’s shift must match these restrictions.
• 4) Check for duplicates or site mismatches:
  • The same NFC tag should not exist at multiple sites. If a tag is tied to another site, scans at the current site may fail or not log correctly.
  • If you moved a tag between sites, reconfigure it at the new site and test again.
• 5) Rescan and add context:
  • If connectivity was poor during the patrol, scans may upload later. Open the app, keep it in the foreground, and let it sync.
  • If a checkpoint still shows missed, rescan it and add a note to the event with date/time for context.
• 6) When to escalate to Support:
  • Provide a screenshot of the device sync queue, device model and OS version, app version, site name, patrol date/time, and examples of affected checkpoints.

Can I assign the same NFC tag to multiple sites?

Short answer: No. 
An NFC checkpoint (physical tag) is tied to the specific site where it was created. The same tag cannot be assigned to two different sites at the same time.

Your options

• Use unique NFC tags for each site. Label them clearly to avoid mix-ups.
• If you need to move a tag to a new site: remove/unassign it from Site A, then create a new checkpoint in Site B and scan the same physical tag during setup.
• If you need a common identifier across sites, consider QR codes or create site-specific tags that share a naming convention rather than reusing the same physical NFC tag.