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GPS Data

Troubleshooting GPS and Mapping Issues

How to Troubleshoot GPS Tracking Issues

The following steps should be followed if you are having trouble displaying your mobile devices or vehicles on the schedule board’s map.

This help topic does not include Verizon troubleshooting steps. That link is below.

GPS Troubleshooting Step by Step Guide

First Step: It is important to know if all of your assets are having this problem or just some of them. If just some of them, look for differences in the setup and hardware for the working and non-working devices. You should also check to see if GPS data is being saved to the GPS Tracking Data list. Check Location Tracking settings. These things are covered in more detail covered below.

  1. Does the Aptora software receive GPS information? Check Total Office Manager and Aptora Mobile II’s GPS Tracking Lists to see if data is being received. Aptora Mobile II has a GPS Data List. In Total Office Manager, there is a Custom Data View for GPS data. Pay attention to any devices that are working versus those that are not.
  2. The Aptora Mobile II app must be running for this system to operate. Verify that the app is running on the phone or tablet.
  3. Is Location Sharing turned off? Keep in mind that many mobile devices can and will block GPS (location) data from being shared. A user might get a message informing the user that their device is being tracked. The user can turn this off. There may not be anything that Aptora can do about that.
  4. Location Tracking must be set to “Always Track this Device” and not to “Track this Device Only When in Use”. Depending on your device, the operation of these options might be a little different.
  5. Check to make sure that each mobile phone or tablet has been entered as an asset in Total Office Manager. Double check to make that the “App Id” has been entered correctly. If you uninstall the app from a mobile phone or tablet, you will have the option of deleting the app only or the app and its data. If you delete the data, the App Id will be different when you reinstall it and you will need to update the App Id in Total Office Manager.
  6. Apple specifically needs to have Location Tracking on (of course). Important: It MUST be set to “Always”. The “Precision Location” needs to be turned on.
  7. Android needs to have “Location Tracking On”, and the app must be set to “Allow All the Time”. The “Use Precise Location Sharing” option needs to be turned on.
  8. Check to make sure that the Devices button is depressed on the map’s toolbar. That button toggles tracking on and off. This only affects how you see devices on your schedule board map. It has no effect on whether or not the devices are being tracked.
  9. Do you have enough licenses? The Aptora GPS Tracking license count must be equal to or greater than the number of assets with this option checked. For example, if you setup ten assets to track and you have five actual tracking licenses from Aptora, your map will display only five assets. Check to see how many assets have the “Track on Schedule Board Map” option checked and compare that to how many licenses you have purchased. Your Aptora Account Manager can tell you how many you own.
  10. You should make sure you are on the latest version of Total Office Manager and Aptora Mobile II. If that is not practical, check the Release Notes to see if there have been any related fixes or updates.
  11. If the problem is related to tracking a mobile device, please check to see if there are any updates available for that mobile device. This often resolves the issue.

Advanced Info for Aptora Support

Initial Steps and Questions

  1. Have they entered and activated the assets correctly?
  2. Does the number of assets match their number of tracking licenses?
  3. Is the problem with Verizon, AMII app, or both?
  4. Do any of the units show up on the map (some or none)?
  5. If some, are they always the same ones that show and do not show?
  6. If some, do they have anything in common such as OS or device brand/model? If yes, gather that information.
  7. Is there GPS data in the database for the devices that do not show on the map?

These steps can only be followed by an Aptora Support Agent.

  1. Double check the Advanced Troubleshooting Steps first.
  2. Check to make sure that the client’s Equipment and Service Agreements have been entered and are correct in Aptora’s Company File.
  3. Check the client’s license count. To avoid problems or confusion, be sure they have not setup more Assets than they have licenses.
  4. The Istruck field in the database should be set to 1.
  5. The TrackonSB field in the database should be set to 1.
  6. For Apple Issues: Apple specifically needs to have Location Tracking on (of course). However, it MUST be set to “Always Allow” and the “Precision Location” needs to be turned off. Note: The Always Allow is not common for most apple users but we do not always track even with that setting set. We only track when the app is opened. Our app does not work properly if that Apple setting is set to “Only While Using”.

Technical Information on GPS

The following information is technical and meant for those with a desire or a need to know more about how the system works.

  1. When the credentials are entered into the SBMS, they are saved to the database. At this time, we don’t attempt to validate those credentials.

GPS and GPS Tracking Related Topics

Troubleshooting Steps for Verizon

More About the GPS Data Retrieved

GPS Data Returned by Aptora Software

About GPS Data

Note: This is an advanced topic and is meant for those interested in the subject. The average Aptora software user will not need to know this information.

Aptora Mobile II and Aptora GEO Time Tracker return GPS coordinates known as Decimal Degrees. Our software may also collect GPS information from third-party software such as Verizon’s GPS tracking systems.

What Are Decimal Degrees?

Decimal degrees (DD) express latitude and longitude geographic coordinates as decimal fractions and are used in many geographic information systems (GIS), web mapping applications such as OpenStreetMap, and GPS devices. Decimal degrees are an alternative to using degrees, minutes, and seconds (DMS). As with latitude and longitude, the values are bounded by ±90° and ±180° respectively.

Positive latitudes are north of the equator, negative latitudes are south of the equator. Positive longitudes are east of Prime meridian, negative longitudes are west of the Prime Meridian. Latitude and longitude are usually expressed in that sequence, latitude before longitude.


Valid Range of Numbers

The valid range of latitude in degrees is -90 and +90 for the southern and northern hemispheres respectively. Longitude is in the range -180 and +180 specifying coordinates west and east of the Prime Meridian, respectively.

For reference, the Equator has a latitude of 0°, the North pole has a latitude of 90° north (written 90° N or +90°), and the South pole has a latitude of -90°.

The Prime Meridian has a longitude of 0° that goes through Greenwich, England. The International Date Line (IDL) roughly follows the 180° longitude. A longitude with a positive value falls in the eastern hemisphere and the negative value falls in the western hemisphere.

Decimal Degrees Precision

Six (6) decimal places precision in coordinates using decimal degrees notation is at a 10 cm (or 0.1 meters) resolution. Each .000001 difference in coordinate decimal degree is approximately 10 cm in length. For example, the imagery of Google Earth and Google Maps is typically at the 1-meter resolution, and some places have a higher resolution of 1 inch per pixel. One meter resolution can be represented using 5 decimal places so more than 6 decimal places are extraneous for that resolution. The distance between longitudes at the equator is the same as latitude, but the distance between longitudes reaches zero at the poles as the lines of meridian converge at that point.

If Latitude value is reported as -6.3572375290155 or -63.572375290155 then you could round-off and store up to 6 decimal places for 10 cm (or 0.1 meters) precision.

For millimeter (mm) precision then represent lat/long with 8 decimal places in decimal degrees format. Since most applications don’t need that level of precision 6 decimal places are sufficient for most cases.

In the other direction, whole decimal degrees represent a distance of ~111 km (or 60 nautical miles) and a 0.1 decimal degree difference represents a ~11 sq. Km area.

Related Topics

How to Setup Aptora Software for GPS Tracking

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