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Troubleshooting: Why Can't I See My Tracker's Location History?

Kayla H.
  • Updated

Contents

Quick Diagnosis

If you can't see your tracker's location history, the most common causes are:

  1. Tracker connectivity issues - Device is offline or has poor signal
  2. Filter settings - Date range or tracker selection is too narrow
  3. Browser issues - Cache problems preventing data from loading
  4. Display limitations - Viewing too much data at once

Start with the solutions below in order for the fastest resolution.

Check Tracker Connection Status

Your tracker must have been connected to report location data. If your tracker was offline during a specific time period, no location history will be available for those times.

Verify Current Connection

  1. Check tracker status in your Hapn account:
    • Look for "Online" status next to your tracker name
    • Verify the last update time is recent
  2. Confirm both GPS and cellular signals are active:
    • GPS is needed to determine location
    • Cellular connection is required to send location data to Hapn servers

Test Historical Connection

If you're missing data from a specific time period:

  1. Check if your tracker was powered on during that time
  2. Consider if the tracker was in an area with poor cellular coverage
  3. Review any power interruptions or battery depletion that may have occurred

Next step: If your tracker is currently offline, see our Tracker Offline Troubleshooting Guide before proceeding.


Restart Your Tracker

If your tracker appears online but location history is still missing, a restart can resolve connectivity issues:

For Portable Trackers (GL300, GL501, etc.)

  1. Power cycle the device:
    • Turn off your tracker using the power button
    • Wait 15 seconds
    • Turn the tracker back on
  2. Test outdoors:
    • Take your tracker outside for 5-10 minutes
    • Allow it to reestablish GPS and cellular connections
  3. Verify connection:
    • Check that LED indicators show proper connectivity
    • Confirm the tracker appears online in your account

For Hardwired Trackers (OBD, GV-50, etc.)

  1. Disconnect and reconnect:
    • Unplug the tracker from its power source
    • Wait 5-10 minutes
    • Reconnect the tracker
  2. Test drive:
    • Drive for 10-15 minutes in an area with good cellular coverage
    • Allow the tracker to reestablish connections

For device-specific restart instructions, see our Tracker Restart Guides.


Verify Filter and Display Settings

Missing location data is often due to filter settings that are too restrictive or display limitations.

Check Generate Trips Setting

Problem: Your tracker is online and receiving location data, but no new trips or activities are appearing

  • Cause: The "Generate Trips" setting may be turned off
  • Solution: Enable trip generation in your tracker settings

To check this setting:

  1. Log in to your Hapn web app
  2. Navigate to your tracker settings:
    • Click on your tracker from the map, then select "Tracker Settings"
    • OR go to Menu > Asset and Tracker Management > select your tracker
  3. Look for the "Generate Trips" or "Trip Generation" setting
  4. Ensure this setting is turned ON
  5. Save any changes

Screenshot_052225_074402_AM.jpg

Note: When Generate Trips is disabled, your tracker will still record GPS positions, but these won't be organized into trip activities. You may still see raw position data in Reports, but Activities and Time Machine may appear empty.

Check Date Range Filters

Problem: You're viewing a date range when your tracker wasn't active or wasn't moving

  • Solution: Expand your date range to include times when you know the tracker was active
  • Try: Look at the past 7 days instead of just today

Check Tracker Selection

Problem: Wrong tracker selected, or tracker filter excludes the device you're looking for

  • Solution: Ensure you've selected the correct tracker in any filter dropdowns
  • Try: Select "All trackers" to see data from all your devices

Understand Display Limitations

Different sections have different display limits:

  • Activities: Shows up to 25 activity points at a time
  • Time Machine: Best performance with date ranges under 7 days
  • Reports: No display limits, but large datasets load slowly

If you're missing specific activities:

  1. Try viewing smaller time periods (1-2 days at a time)
  2. Use Reports for comprehensive data that might not show in Activities
  3. Check multiple data sources (Activities, Time Machine, Reports) to compare


Clear Browser Cache and Refresh

Browser cache issues can prevent location data from displaying properly, especially after account or tracker changes.

Recommended Browser

  • Use Google Chrome for best compatibility with the Hapn platform
  • Other browsers may have display or performance issues

Clear Browser Cache

  1. In Chrome:

    • Go to Settings > Privacy and Security > Clear Browsing Data
    • Select "All time" from the time range dropdown
    • Check all boxes (Browsing history, Cookies, Cached images and files)
    • Click "Clear data"

  2. After clearing cache:

    • Close and restart your browser completely
    • Log back into your Hapn account
    • Try accessing location history again

Alternative: Try Incognito/Private Mode

If clearing cache doesn't help:

  1. Open a new incognito/private browser window
  2. Log into your Hapn account
  3. Check if location data appears normally
  4. If it works in incognito mode, the issue is browser-related


Understanding Data Limitations

Sometimes missing location data is due to normal system limitations rather than a problem.

Data Retention

  • Location history is retained for the duration of your active subscription
  • If your subscription was paused or inactive, no location data is recorded during those periods
  • Historical data remains accessible even if your tracker goes offline temporarily

Update Frequency

Location data appears based on your tracker's reporting mode:

  • Performance Mode: Updates every 5-60 seconds when moving
  • Normal Mode: Updates every 1-10 minutes when moving
  • Power Saving Mode: Updates at set intervals (1-24 hours)

Screenshot_052225_074459_AM.jpg

If gaps in tracking seem too large:

  • Check your tracker's current reporting mode settings
  • Consider if the tracker was stationary (fewer updates when not moving)
  • Verify the tracker had cellular coverage during the missing time periods

Environmental Factors

Location data may be missing or inaccurate when:

  • Tracker was indoors or underground (GPS signal blocked)
  • Tracker was in areas with poor cellular coverage
  • Tracker was in a metal container or vehicle trunk


When to Contact Support

Contact Hapn support if you've tried all the above steps and still can't see expected location history.

Before Contacting Support

Gather this information to help us assist you faster:

  1. Account details:
    • Your account email address
    • Tracker model and IMEI number
  2. Specific issue details:
    • Exact date/time ranges where data is missing
    • Whether the issue affects all data or specific time periods
    • Which method you're using to view history (Activities, Time Machine, Reports)
  3. Troubleshooting attempted:
    • List which steps from this article you've already tried
    • Note any error messages you've seen

Contact Information

What to Include in Your Support Request

"I'm having trouble seeing location history for my [tracker model]. I've tried [list steps attempted]. The missing data is from [specific dates/times]. My account email is [email] and tracker IMEI is [IMEI number]."

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