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How to Use the Ping Command

Kayla H.
  • Updated

Applies to: the Hapn web app at app.gethapn.com and the Hapn mobile app.

Contents

The Ping Command allows you to request your tracker's current location immediately. This feature is part of our self-troubleshooting tools designed to help you diagnose tracker issues.
 


 

How the Ping Command Works

When you send a Ping Command:

  • If your tracker is awake and connected to our network, it will report its position immediately.
  • If your tracker has no network connection, the command will be queued and processed once the connection is restored.
  • If your tracker is in sleep mode (as part of an interval-based reporting schedule), the command will be processed when the tracker next wakes up.
     

How to Send a Ping Command

Using the Web App

  1. Select the tracker on the Live Map (or type its name or IMEI into Find assets), then select Settings in the bar at the bottom of the map.
  2. Open Advanced Settings and find Device Actions.
  3. Select Ping Device.

Using the Mobile App

  1. On the Live screen, tap the tracker (or search for it with the search icon at the top), then tap Settings on its card.
  2. Open Advanced Settings and find Device Actions.
  3. Tap Ping Device.

What to Expect

After sending the command, you should see the tracker's location update on your map within a few minutes if the tracker is awake and connected. If not, the update will occur when the tracker next connects to the network.
 

Troubleshooting

If your tracker doesn't respond to the Ping Command:

  • Check that your tracker has adequate battery power
  • Ensure the tracker is in an area with network coverage
  • Verify that the tracker's reporting interval settings aren't preventing immediate communication

For more help with offline trackers, please see our article: My tracker is offline, what should I do?

 

When to Contact Support

Contact our support team if:

  • Multiple ping attempts don't resolve the issue
  • Your tracker remains offline for more than 24 hours
  • You're experiencing recurring connection problems
  • The ping command consistently fails to work

Need more help? Contact our support team at support@gethapn.com or submit a ticket with your tracker's IMEI number and a description of the issue you're experiencing. You can also reach us any time via 24/7 live chat.

 

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