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How to Use the Reboot Command

Kayla H.
  • Updated

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

Contents

What is the Reboot Command?

The Reboot command allows you to remotely restart your tracker from the Hapn platform. This forces the device to power cycle and reestablish its connections to GPS satellites and cellular networks, similar to restarting your smartphone when it's having issues.


When to Use the Reboot Command

Use the reboot command when your tracker is experiencing:

  • Connection issues: Device shows online but location isn't updating
  • Intermittent reporting: Tracker updates sporadically or with long delays
  • GPS problems: Device has cellular connection but can't get GPS signal
  • General performance issues: Tracker seems sluggish or unresponsive
  • After settings changes: Some configuration changes may require a restart

Note: Try the reboot command before contacting support, as it resolves many common connectivity issues.


How to Send a Reboot 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 Reboot Device, then Reboot to confirm.

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 Reboot Device, then Reboot to confirm.


What to Expect After Rebooting

Immediate Effects

  • Your tracker will restart within 1-2 minutes of receiving the command
  • The device will temporarily go offline during the restart process
  • You may see a brief "offline" status in your account

Connection Process

After restarting, your tracker will:

  1. Reconnect to cellular network (usually 30 seconds to 2 minutes)
  2. Acquire GPS signal (2-5 minutes in open areas)
  3. Resume normal reporting at your configured update interval

Timeline Expectations

  • Total process: 5-10 minutes in most cases
  • First location update: Usually within 10 minutes
  • Full functionality restored: Within 15 minutes

Did it come back online?

After you send a reboot, the tracker's Settings page tells you whether the tracker reported in again. For the first 3 minutes the page shows the reboot in progress and the tracker settings editor is locked; after that it shows the result. It confirms the tracker came back online and reported — it can't confirm what the reboot itself did, so you won't see a "Reboot completed" message.

Wait for that result before sending another reboot. If it says the tracker hasn't reported, work through If the Reboot Command Doesn't Work below.


Important Requirements

For the Command to Work

  • Tracker must be online: The device needs an active cellular connection to receive the reboot command
  • Account access: You must be logged into your Hapn account
  • Proper permissions: Only account owners and admins can send reboot commands

If Your Tracker is Offline

  • Command will be queued: The reboot instruction will be sent automatically when the tracker reconnects
  • Manual restart may be needed: If the tracker has been offline for extended periods, you may need to physically restart it first
  • Check power source: Ensure the tracker is powered on and has sufficient battery


Troubleshooting

If the Reboot Command Doesn't Work

  1. Wait 15-20 minutes: Some trackers take longer to complete the restart process
  2. Check tracker status: Verify the device shows as "online" before sending the command
  3. Try again: if the Settings page shows the tracker hasn't reported after the reboot, you can send another — but wait for that result first rather than pressing Reboot repeatedly
  4. Manual restart: If remote reboot fails, try physically restarting the tracker

If Problems Persist

  • Check signal strength: Move the tracker to an area with better cellular coverage
  • Verify account status: Ensure your subscription is active and up to date
  • Contact support: If issues continue after multiple reboot attempts

For comprehensive offline troubleshooting, see our guide: My Tracker is Offline: Troubleshooting Guide


When to Contact Support

Contact our support team if:

  • Multiple reboot attempts don't resolve the issue
  • Your tracker remains offline for more than 24 hours
  • You're experiencing recurring connection problems
  • The reboot 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 call support at 877-212-7400 or chat with us — see How to Contact Hapn Support for hours.

 

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