To ensure you have optimal usage of the GPS and checkpoint features in TrackTik and the TrackTik Guard Tour app, follow these guidelines:
- You must have Internet connectivity VIA Wi-Fi or mobile network
- You must have a camera for barcode checkpoint support and picture-capturing
- Your device must have compatible NFC technology for NFC checkpoint support
- Your device must have GPS technology for location services and GPS checkpoint support
- Note: Turn location settings and precise location off/on again if you encounter tracking issues, i.e., previously reporting tracks but no longer
- If you receive an error message stating 'Unable to Clock In' be sure to check the app's location permissions on your device.
- Go to your device settings, find the TrackTik app, and ensure that Location permissions are set to 'Allow all the time'. This should allow the app to access your location and enable clocking in properly.
- 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
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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.