Andova ProGet startedStart with the timestamp and device status
Read the last update time before changing settings. If the timestamp is recent, the dashboard may be working and the movement simply has not triggered another update. If it is old, inspect the device’s power, connection, and permission state. A battery or connectivity indicator can narrow the problem faster than repeatedly refreshing a map.
Name the device clearly
Use a descriptive name, confirm the owner, and record the Android version so later support steps refer to the correct phone or tablet.
Review only required permissions
Enable the permissions needed for the chosen workflow, explain them to the device owner, and leave unrelated access disabled.
Pair and test deliberately
Use the documented invitation or one-time code, then test Wi-Fi, mobile data, battery behavior, timestamps, and the stop-sharing or remove-device path.
Check the device power and connection
Confirm the phone is on, charged, and connected to Wi-Fi or mobile data. Temporarily switch networks to determine whether the issue is local to one connection. If the phone is in airplane mode, underground, or outside coverage, a fresh update may be impossible. Ask the device owner to open the app or dashboard only if that is part of the agreed troubleshooting process.
Review Android location permission
Open Settings and use the search field for “location” or “app permissions.” Check that location services are on and that the connected app has the permission level required by its documented workflow. Android labels vary by version and manufacturer. Do not automatically grant every permission; verify the exact feature that needs access.
Review battery and background restrictions
Battery saver and manufacturer background managers can pause updates when an app is not visible. Check battery settings for the app and review whether background activity is restricted. Make the smallest change necessary, then test again. Document the change so the family understands why battery behavior may differ after an Android update.
Check account pairing and device identity
Several phones of the same model can create confusion. Confirm the device name, account, invitation or pairing status, and the person who authorized the connection. Remove retired or duplicate entries. If a device was reset, it may need to be paired again rather than merely refreshed in the dashboard.
Test the fix in a controlled way
After each change, wait for a reasonable update window and record the timestamp. Test first on Wi-Fi, then mobile data, and compare battery status. If location appears but notifications do not, treat those as separate problems. If a feature remains unavailable, collect the Android version, device model, app version, permission state, and last successful update before contacting support.
Where Andova Pro fits
Andova Pro exposes live location, route history, location trail context, battery monitoring, connectivity monitoring, device status, and real-time sync. Those signals can help distinguish a stale location from a device that is genuinely offline. Use the [support page](/support/), [live location guide](/live-location-tracking/), and [device status page](/device-status-monitoring/) alongside this checklist.
When to stop troubleshooting
If the device may be lost, stolen, or in danger, use direct contact and official recovery or emergency channels rather than relying on a map. If the family no longer has authorization, remove the device from the circle. A clean stop is better than an increasingly invasive troubleshooting attempt.
Separate one failure from another
Location, notifications, account access, and device controls can fail independently. If the map updates but the alert does not arrive, troubleshoot notifications rather than location. If the device appears but the timestamp never changes, inspect connectivity, battery, and background behavior. If the device disappears entirely, check account pairing and whether it was removed or reset. Keeping these paths separate prevents repeated permission changes that do not address the actual fault.
Create a documented recovery test
Once the issue is fixed, write down the working Android settings, the device name, and the test result. Ask the device owner to repeat the test later under normal conditions. A recovery note is especially useful for phones from manufacturers that add aggressive background limits. Update the note after an Android or manufacturer software update because a working permission state can change without the family intentionally editing it.
Related Andova Pro guides
Frequently asked questions
Why is family location sharing showing an old location?
The device may be offline, low on power, restricted in the background, missing permission, or unable to obtain a location fix. Check the timestamp and device status.
Should I reinstall the app first?
No. Check power, connection, account pairing, permission, battery restrictions, and device identity first. Reinstalling can create additional pairing work.
What information should I give support?
Provide the device model, Android version, app version, account/device name, permission state, last successful update, and the steps already tested.
Continue with a practical next step
Review the relevant Andova Pro feature, security guidance, and current plan before connecting a device.
Review Andova Pro pricing →