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  3. Namola Panic Tracker Troubleshooting

Troubleshooting the Namola Panic Tracker

If your Panic Tracker is not sending an alert, sending a delayed alert, switching itself off or showing an incorrect location it can be easily solved by troubleshooting the Panic Tracker with these steps.

Follow the correct steps to troubleshoot your device for the following queries: 

- My Namola Panic Tracker is not sending an alert 

  • Check steps 1, 2, 3 and 4 below

- My Namola Panic Tracker is sending a delayed alert

  • Check steps 1, 2, 3 and 4 below

- My Namola Panic Tracker is switching itself off

Determine whether the Panic Tracker is:

  • Offline (Blue light on the side is still flashing). If so check steps 1, 2, 3 and 4 below or
  • Is the device actually switching off? (no lights on the device). If so check steps 2 and 4.

    - The battery on my Panic Tracker is not lasting

    Your Panic Tracker is like a very small cellphone and needs to be charged on a daily basis. If your Panic Tracker is lasting less than 24 hours, please troubleshoot the steps below:

    • Check steps 1, 3 and 4 below

    - The location on my Panic Tracker is incorrect

    • Check steps 1, 2, 3 and 4 below

    - My Panic Tracker I cannot hear the operator when they call me on my device, but they can hear me.

    • Check steps 3 and 4 below

     

    Step 1: Is the Panic Tracker on, and online?

    Are both the green light and the blue light on the side of the Panic Tracker flashing?
    Yes, both the green light and the blue light are flashing:  Are you pressing the SOS button hard enough to hear the beep and feel the vibration of the Tracker?  Yes and it is still not sending an alert
    No, both the green light and the blue light are not flashing Try switching the device off (hold down the SOS button and the side button with the phone icon, simultaneously). Switch it on outside and test again. 
     
    It is still not working. See below

     

    Step 2: Is it a charging issue?

    Has the Panic Tracker been charged recently? You can check your Panic Tracker's battery on your Namola App.

    Your Panic Tracker should be charged on a daily basis. If your battery is lower than 30% it could affect the Tracker.

    • My battery is low. 
      • Please charge your device
    • My battery is low but I just charged the device
      • Please see next block
    Does the Panic Tracker vibrate when you place it in the charging dock and can you see the red light on the docking station?
    • Yes. Leave your Panic Tracker on charge overnight. If your battery is still low in the morning, contact Customer Support via WhatsApp or email
    • No. Go to the next block
    The docking station may be faulty. Try plugging the micro USB directly into the Panic Tracker. You will know if the Tracker is charging if the blue light remains stagnant.
    • Yes, this is working. Contact Customer Support via WhatsApp or email to get a new charging dock
    • No this is still not working. Go to the next block
    Plug your USB cable into another plug adapter and try charging the Panic Tracker again. 
    • Yes, this is working. Contact Customer Support via WhatsApp or email to get a new plug adapter
    • No this is not working either. Contact Customer support via WhatsApp or email

     

    Step 3: Is it a network connection error:

    If the green light is not flashing it could indicate that there is a problem with a connection to the Vodacom network. 

    Is there a known issue with Vodacom in the area that you are testing? 
    • Yes there is. Please let Contact Customer support know via WhatsApp or email.
    • No, there is no Vodacom issue, but my green light is not flashing. Please contact Customer support via WhatsApp or email

     

    Step 4: Is it a faulty Panic Tracker: 

    Is your device switching off by itself
    • Yes. Does it switch back on when you are charging it? Please contact Customer support via WhatsApp or email

    Is your Panic Tracker damaged?

    • Are there any cracks in the Tracker?
    • Has the Tracker come into contact with water?
    • is the back of the device corroded?
    • Yes. Please contact Customer support via WhatsApp or email and we will contact you with next steps.
    I have tried everything above and the Tracker is still not sending an alert
    • Please contact Customer support via WhatsApp or email and we will get back to you ASAP

     

    Still not working? Email our support desk or send us a WhatsApp to 063 708 4989