> ## Documentation Index
> Fetch the complete documentation index at: https://docs.shieldgps.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Troubleshoot Your ShieldGPS Tracker When It Is Offline

> If the ShieldGPS app shows your tracker as offline, use this guide to identify the most common causes and get back online quickly.

If the ShieldGPS app shows your tracker as offline, don't worry — in most cases the fix is simple. Offline status usually means the device has lost power, moved out of cellular coverage, or has a lapsed subscription. Work through the causes below to get your tracker back online.

## Common Causes and Solutions

<Accordion title="No power / battery dead">
  Check that your device is receiving power. For plug-in models (such as the VO1 OBD tracker), confirm it is securely connected to the vehicle port. For battery-powered models (such as the AT1 or AT2), connect the device to a power source via USB and allow it to charge before testing again.
</Accordion>

<Accordion title="No cellular coverage">
  Your ShieldGPS tracker relies on a 4G LTE signal to send location data to the app. If the device is in an area with poor or no mobile coverage — such as a basement, underground car park, or rural dead zone — it will appear offline until it regains signal. Move the device to an area with known mobile coverage and wait a few minutes.
</Accordion>

<Accordion title="Tracker hasn't moved">
  Several ShieldGPS models enter a power-saving sleep mode when they remain stationary for an extended period. This is normal behaviour designed to preserve battery life. Open the app, tap your device name, and use the request location update option to wake the device and fetch a fresh position.
</Accordion>

<Accordion title="Subscription lapsed">
  A tracker without an active subscription cannot communicate with the platform and will show as offline. Check your subscription status by visiting [shieldgps.co/activate](https://shieldgps.co/activate). If your plan has expired, you can reactivate it there or email [support@shieldgps.co](mailto:support@shieldgps.co) for help.
</Accordion>

<Accordion title="Device just powered on">
  After powering on, your tracker needs a short period to acquire a GPS signal and establish a connection to the network. Allow 2–3 minutes before checking the app. If the device is indoors or in a covered area, move it to an open-sky location to speed up the process.
</Accordion>

## Quick Checklist

Work through these steps in order before contacting support:

1. **Check power** — confirm the device is plugged in, fully charged, or connected to a power source.
2. **Check subscription status** — visit [shieldgps.co/activate](https://shieldgps.co/activate) or contact support to confirm your plan is active.
3. **Move the device to an open area** — take it outside or to a location with clear sky visibility and good mobile signal.
4. **Wait 3 minutes** — give the tracker time to reacquire GPS and reconnect to the network.
5. **Force-refresh the app** — close and reopen the ShieldGPS app, or pull down on the map screen to refresh the live view.

## Still Offline? Contact Support

If your tracker remains offline after completing all the steps above, email [support@shieldgps.co](mailto:support@shieldgps.co) with your **IMEI number** (the 15-digit identifier found in the app under your device settings or on the original packaging). Include a brief description of what you have already tried so the team can assist you as quickly as possible.