General Troubleshooting for Auto-tracking

Yikes! Has your auto-tracking stopped working?

We'd love to help get it up and running again. Follow the general troubleshooting steps as outlined below.

In this article

I am using the iBeacon for auto-tracking

iPhone

  • Update the app to the latest version. To check this, open the App Store, and search for Driversnote. Tap "Update" if there is a newer version.
  • Make sure your OS is up to date. To check this, open your phone's settings > general > software update. If there is a newer version, tap "Install Now". This can often be a very large download so it is best to be within a wi-fi network when you do this.
  • Check your Tracking Configuration settings. To check this, open your app then go to Settings > Tracking Configuration. Make sure everything is green and low power mode is not enabled. Read more here.

  • Finally, make sure Auto-tracking is enabled. To check this, open your app and check in the top left corner that Auto-tracking is toggled on.
  • You can also tap "Configure" to make sure you have the correct type on (iBeacon detection).

These steps have resolved the tracking issue for the majority of users. We recommend you keep an eye on your recorded trips to check that this has worked for you.

Android

  • Update the app to the latest version. To check this, open the Play Store, and search for Driversnote. Tap "Update" if there is a newer version.
  • Check your Tracking Configuration settings. To check this, open your app and go to Settings -> Tracking configuration. Make sure everything is green and low power mode is not enabled. Read more here.

  • If everything is green, it is a good idea to double-check that Power Saving mode is not on and all battery optimization settings are disabled. Read more here.
  • Finally, make sure Auto-tracking is enabled. To check this, open your app then check the top left corner that Auto-tracking is toggled on. You can also tap "Configure" to make sure you have the correct type on (iBeacon detection)

These steps have resolved the tracking issue for the majority of users. We recommend you keep an eye on your recorded trips to check that this has worked for you.

I am using Smartphone 'Motion' Detection for auto-tracking

iPhone

  • Update the app to the latest version. To check this, open the App Store, and search for Driversnote. Tap "Update" if there is a newer version.
  • Make sure your OS is up to date. To check this, open your phone's settings then go to General > Software update. If there is a newer version, tap "Install Now".
  • Check your Tracking Configuration settings. To check this, open your app then go to Settings -> Tracking configuration. Make sure everything is green and low power mode is not enabled. Read more here.

  • Finally, make sure Auto-tracking is enabled. To check this, open your app > check the top left corner that Auto-tracking is toggled on.
  • You can also tap "Configure" to make sure you have the correct type on (Smartphone 'Motion' detection).
  • These steps have resolved the tracking issue for the majority of users. We recommend you keep an eye on your recorded trips to check that this has worked for you.

Android

  • Update the app to the latest version. To check this, open the Play Store, and search for Driversnote. Tap "Update" if there is a newer version.
  • Check your Tracking Configuration settings. To check this, open your app and go to Settings > Tracking configuration. Make sure everything is green and low power mode is not enabled. Read more here.

  • If everything is green, it is a good idea to double-check that Power Saving mode is not on and all battery optimization settings are disabled. Read more here.
  • Finally, make sure Auto-tracking is enabled. To check this, open your app > check the top left corner that Auto-tracking is toggled on. You can also tap "Configure" to make sure you have the correct type on (Smartphone 'Motion' detection).

These steps have resolved the tracking issue for the majority of users. We recommend you keep an eye on your recorded trips to check that this has worked for you. 

Is your app tracking when you're not driving?

If it looks like your phone is suddenly tracking quite regularly when you are at home or work, and you have an iPhone and an iBeacon, what you are seeing is a new change in how our app works for you.

**Depending on your iPhone model, it can look like one of the above 4 images**
**Depending on your iPhone model, it can look like one of the above 4 images**

The blue GPS icon on the top of your iPhone screen indicates that GPS location services are being used while the Driversnote app (or any other navigation app) is in the background. 



With the iOS 16.4 update (beginning of April 2023), Apple has introduced several restrictions for background apps (including fitness apps and mileage tracking apps such as Driversnote) making this blue indicator compulsory.



This helpful change not only notifies users of which apps are working in the background, but also acts as a confirmation while driving that your trip is indeed being successfully tracked.

We are aware that those changes might cause battery draining. As those changes are still relatively recent, our mobile developers are currently investigating how much battery is being consumed on average and what can we do from our end to mitigate this.


Before the blue alert, this is how the app worked previously, but it may not have been as apparent to you. Our system will delete these false stationary "trips" automatically, however, if you click on the blue alert or open the app, you will need to stop and delete the trip manually. Our advice is to try and ignore these and let the app automatically remove them. You can also try and make the iBeacon signal less sensitive (perhaps by hiding it a little bit further to the glovebox department of your vehicle). This will be a more noticeable issue if your car is parked very close to where you live or work.

Also, if more than one application is using your iPhone's GPS location services and are running at the same time, then the same blue GPS indicator can be used to access either of those. You would simply need to tap on it and the applications will show up from newest to oldest. For example, if you first set up a Google navigation and a bit later the Driversnote app starts tracking a trip, then when you first tap on the blue GPS indicator, you will be taken to the Driversnote tracking screen. If you tap on it again, then you will be taken to the Google Maps navigation screen.

So while we understand this may be at times frustrating, we know how and why it is happening and we are certainly working on ways to make things better for you. Do contact us at support@driversnote.com if the issue persists or if you notice your trip tracking is being affected.

Do you still experience problems?

If you try the steps above and you still notice inaccurate tracking, contact us at support@driversnote.com - we’re here to help! When writing to us, try to describe what you’re experiencing and if you’ve tried the fix above. Don’t forget to write to us from the same email as your account username, or if that is impossible, at least mention your account email username so we can start helping you out immediately! 

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