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Troubleshooting: Geofence Issues
Troubleshooting: Geofence Issues

Understand and learn how to self-troubleshoot any type of issues with geofences

Shoshana Fleischmann avatar
Written by Shoshana Fleischmann
Updated over a month ago

Connecteam's Geofences allow you to ensure that users only clock in from designated work locations, improving your tracking capabilities and preventing time theft. In this article, we'll cover some common issues that users and admins may encounter regarding their geofences.

The types of issues that might be encountered are:

Issue 1: It Isn't Generating an Address Option When I Type the Address

The first issue you may encounter as an admin is that the geofence site does not generate address options when you enter an address in the Time Clock Settings. This means that Google Maps is not providing suggestions for you to select. To solve this, please try the following self-troubleshooting steps:

  1. If you are not using Google Chrome, open the platform on a Chrome browser since this is the one that Connecteam is optimized for.

  2. Make a hard refresh of your browser

    1. Mac » Command + Shift + R

    2. Windows » Control + Shift + R

  3. Open the platform in an incognito window. To open this window, right-click Chrome and click on 'New Incognito Window' or, alternatively, type the following on your keyboard:

    1. Mac » Command + Shift + N

    2. Windows » Control + Shift + N

  4. Connect to a different network (If there is no available one, a mobile Hotspot should also work)

  5. Restart your computer/try opening the platform on a different computer

  6. If this doesn't work, please contact our live support team - they will be more than happy to assist you.

Issue 2: Employees Can't Clock In Even Though They Are Inside the Geofence

The second type of issue that may be encountered is that users cannot clock in even though they are inside the geofence. To solve this, try the following:

  1. Ask the user to access their mobile device settings and check if the 'Precise location' is enabled.

    1. iPhone: Go to your mobile phone's Settings » navigate to the Privacy & Security » location Services » find the Connecteam app, click on it » turn on the Precise location setting. That's it!

    2. Android: Go to your mobile phone's Settings » navigate to the Location tab » find the Connecteam app, click on it » turn on the Use precise location setting. That's it!

  2. As an admin, you can try expanding the size of the geofence and then asking users to try to clock in again.

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If you've tried all of the troubleshooting steps we've suggested here but need more guidance? 🙋 Our LIVE support team (at the bottom right corner of your screen) replies to ANY question. 

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