{"id":7242,"date":"2021-10-27T09:05:37","date_gmt":"2021-10-27T09:05:37","guid":{"rendered":"https:\/\/www.abeeway.com\/?page_id=7242"},"modified":"2022-08-30T09:38:56","modified_gmt":"2022-08-30T09:38:56","slug":"help-page","status":"publish","type":"page","link":"https:\/\/www.abeeway.com\/it\/help-page\/","title":{"rendered":"Help page"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-page\" data-elementor-id=\"7242\" class=\"elementor elementor-7242\" data-elementor-post-type=\"page\">\n\t\t\t\t\t\t<section data-particle_enable=\"false\" data-particle-mobile-disabled=\"false\" class=\"elementor-section elementor-top-section elementor-element elementor-element-f156bd0 elementor-hidden-phone elementor-section-boxed elementor-section-height-default elementor-section-height-default wpr-particle-no wpr-jarallax-no wpr-parallax-no wpr-sticky-section-no\" data-id=\"f156bd0\" data-element_type=\"section\" data-e-type=\"section\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-8fc87a7\" data-id=\"8fc87a7\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-64c3e83 elementor-widget elementor-widget-heading\" data-id=\"64c3e83\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h1 class=\"elementor-heading-title elementor-size-default\">Abeeway Mobile APP - FAQ<\/h1>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section data-particle_enable=\"false\" data-particle-mobile-disabled=\"false\" class=\"elementor-section elementor-top-section elementor-element elementor-element-e13f039 elementor-hidden-desktop elementor-hidden-tablet elementor-section-boxed elementor-section-height-default elementor-section-height-default wpr-particle-no wpr-jarallax-no wpr-parallax-no wpr-sticky-section-no\" data-id=\"e13f039\" data-element_type=\"section\" data-e-type=\"section\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-5e91298\" data-id=\"5e91298\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-d10b40d elementor-widget elementor-widget-heading\" data-id=\"d10b40d\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h1 class=\"elementor-heading-title elementor-size-medium\">Abeeway Mobile APP - FAQ<\/h1>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section data-particle_enable=\"false\" data-particle-mobile-disabled=\"false\" class=\"elementor-section elementor-top-section elementor-element elementor-element-eada952 elementor-section-boxed elementor-section-height-default elementor-section-height-default wpr-particle-no wpr-jarallax-no wpr-parallax-no wpr-sticky-section-no\" data-id=\"eada952\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-09cb06d\" data-id=\"09cb06d\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-8d14949 elementor-widget elementor-widget-text-editor\" data-id=\"8d14949\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<h3><span style=\"color: #1ca3c2;\">Adding a tracker<\/span><\/h3>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section data-particle_enable=\"false\" data-particle-mobile-disabled=\"false\" class=\"elementor-section elementor-top-section elementor-element elementor-element-19ab1ad elementor-section-boxed elementor-section-height-default elementor-section-height-default wpr-particle-no wpr-jarallax-no wpr-parallax-no wpr-sticky-section-no\" data-id=\"19ab1ad\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-ec0c250\" data-id=\"ec0c250\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-d86a4cf elementor-widget elementor-widget-toggle\" data-id=\"d86a4cf\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"toggle.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-toggle\">\n\t\t\t\t\t\t\t<div class=\"elementor-toggle-item\">\n\t\t\t\t\t<div id=\"elementor-tab-title-2261\" class=\"elementor-tab-title\" data-tab=\"1\" role=\"button\" aria-controls=\"elementor-tab-content-2261\" aria-expanded=\"false\">\n\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-toggle-icon elementor-toggle-icon-left\" aria-hidden=\"true\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-toggle-icon-closed\"><i class=\"fas fa-caret-right\"><\/i><\/span>\n\t\t\t\t\t\t\t\t<span class=\"elementor-toggle-icon-opened\"><i class=\"elementor-toggle-icon-opened fas fa-caret-up\"><\/i><\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t<a class=\"elementor-toggle-title\" tabindex=\"0\">I cannot find my tracker when I try to search it to add to my account ?<\/a>\n\t\t\t\t\t<\/div>\n\n\t\t\t\t\t<div id=\"elementor-tab-content-2261\" class=\"elementor-tab-content elementor-clearfix\" data-tab=\"1\" role=\"region\" aria-labelledby=\"elementor-tab-title-2261\"><p>You can&#8217;t find the tracker as its probably not advertising. Please ensure the following are true:<\/p><ol><li>The MCU Firmware is above 2.2.x<\/li><li>The BLE firmware version is above 3.3.x<\/li><li>The trackers are flashed with this\u00a0<span style=\"color: #3366ff;\"><a style=\"color: #3366ff;\" href=\"https:\/\/actilitysa-my.sharepoint.com\/:u:\/g\/personal\/rohit_gupta_actility_com\/EQCvf_y6SwdAsGfE6Sx--qEBJx9RWOWuk8kEagMttk4nrg?e=fghFvq\" target=\"_blank\" rel=\"noopener\">config file<\/a><\/span><\/li><\/ol><p><strong>Note: <\/strong><\/p><ul><li>If you are running Abeeway Mobile Version 1.0.2 and below, it is important to run MCU Firmware 2.2.x.\u00a0<\/li><li>For Abeeway Mobile App Version &gt; 1.0.2, it is important to run MCU Firmware &gt;= 2.3.x on the tracker.\u00a0\u00a0<\/li><li>The mobile app version can be found from the Abeeway Mobile app main menu (See screenshot below. The mobile app version in the example below is <strong>0.2<\/strong>):<\/li><\/ul><p><img fetchpriority=\"high\" decoding=\"async\" class=\"alignnone size-medium wp-image-8287 aligncenter\" src=\"https:\/\/www.abeeway.com\/wp-content\/uploads\/2022\/08\/image_app_version-173x300.png\" alt=\"\" width=\"173\" height=\"300\" srcset=\"https:\/\/www.abeeway.com\/wp-content\/uploads\/2022\/08\/image_app_version-173x300.png 173w, https:\/\/www.abeeway.com\/wp-content\/uploads\/2022\/08\/image_app_version.png 531w\" sizes=\"(max-width: 173px) 100vw, 173px\" \/><\/p><p>For micro tracker\/Smart Badge, you can simply restart the tracker and it will advertise itself for few minutes. The tracker also plays\u00a0<span style=\"color: #3366ff;\"><a style=\"color: #3366ff;\" href=\"https:\/\/actilitysa.sharepoint.com\/:u:\/t\/aby\/EWdjoLPV12BGiHsZptjIOrABxRdVpqTLLJM72K795IUQsg?e=aK0q1O\" target=\"_blank\" rel=\"noopener\">advertisement melody<\/a><\/span>\u00a0during this period and stops advertisement after few minutes to save battery lifetime of the tracker. If the tracker does not play advertisement melody even though the firmware\/config file is correct, it is because it is bonded. See below for instructions on how to remove BLE bond.<\/p><p>For Compact tracker\/Industrial tracker, you have to enable the tracker to advertise itself over BLE by sending the following downlink\u00a0<b><i>ff020b0064<\/i><\/b>\u00a0(to advertise itself over BLE for 100 seconds) on LoRaWAN port = 2. If you wish to change the duration of the advertisement period, please refer to\u00a0<span style=\"color: #3366ff;\"><a style=\"color: #3366ff;\" href=\"https:\/\/actilitysa.sharepoint.com\/:f:\/t\/aby\/EhpXO62fGtlEstRRCMq6UAgBRgT_0xLToEZd1k_NyGzCcA?e=TfYIHO\" target=\"_blank\" rel=\"noopener\">Abeeway driver user guide<\/a><\/span>.<\/p><\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"elementor-toggle-item\">\n\t\t\t\t\t<div id=\"elementor-tab-title-2262\" class=\"elementor-tab-title\" data-tab=\"2\" role=\"button\" aria-controls=\"elementor-tab-content-2262\" aria-expanded=\"false\">\n\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-toggle-icon elementor-toggle-icon-left\" aria-hidden=\"true\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-toggle-icon-closed\"><i class=\"fas fa-caret-right\"><\/i><\/span>\n\t\t\t\t\t\t\t\t<span class=\"elementor-toggle-icon-opened\"><i class=\"elementor-toggle-icon-opened fas fa-caret-up\"><\/i><\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t<a class=\"elementor-toggle-title\" tabindex=\"0\">How do I remove Bluetooth bond on the tracker?<\/a>\n\t\t\t\t\t<\/div>\n\n\t\t\t\t\t<div id=\"elementor-tab-content-2262\" class=\"elementor-tab-content elementor-clearfix\" data-tab=\"2\" role=\"region\" aria-labelledby=\"elementor-tab-title-2262\"><p>The BLE bond on the tracker can be removed in one of the following ways:<\/p><ol><li><b>With the button sequence (easiest)<\/b>: Ensure the device is switched off with long press, followed by the sequence &lt;1 long press , 6 short press, 1 long press&gt; and then restart the device with long press. If the bond removal was successful, you will hear the following\u00a0<a href=\"https:\/\/actilitysa.sharepoint.com\/:u:\/t\/aby\/EWdjoLPV12BGiHsZptjIOrABxRdVpqTLLJM72K795IUQsg?e=zUPFEC\" target=\"_blank\" rel=\"noopener\"><span style=\"color: #3366ff;\">BLE advertisement melody<\/span><\/a>\u00a0(This is applicable only to Micro Tracker\/Smart Badge)<\/li><li>Sending the LoRaWAN downlink\u00a0<b><i>ff0202<\/i><\/b>\u00a0on downlink port = 2 to the Abeeway tracker<\/li><li>Using CLI with the tracker connected over USB port. The tracker can be connected to USB port and then communicate it with serial tool like\u00a0<span style=\"color: #3366ff;\"><a style=\"color: #3366ff;\" href=\"https:\/\/ttssh2.osdn.jp\/index.html.en\" target=\"_blank\" rel=\"noopener\">Tera term.<\/a><\/span>\u00a0Once connected to Tera term, enter the password &#8220;<b><i>123<\/i><\/b>&#8221; as this is the default password to interact with the tracker. Then type &#8220;<b><i>ble clear<\/i><\/b>&#8221; to clear the BLE bond on the tracker. For more information, please refer to\u00a0<span style=\"color: #3366ff;\"><a style=\"color: #3366ff;\" href=\"https:\/\/actilitysa.sharepoint.com\/:f:\/t\/aby\/EgxRhivJUIVNrq1Lwa3qBigBip9FcMMHhBD_ZaA9m8IT6w?e=GT8vih\" target=\"_blank\" rel=\"noopener\">CLI user guide<\/a><\/span>.<\/li><\/ol><\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"elementor-toggle-item\">\n\t\t\t\t\t<div id=\"elementor-tab-title-2263\" class=\"elementor-tab-title\" data-tab=\"3\" role=\"button\" aria-controls=\"elementor-tab-content-2263\" aria-expanded=\"false\">\n\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-toggle-icon elementor-toggle-icon-left\" aria-hidden=\"true\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-toggle-icon-closed\"><i class=\"fas fa-caret-right\"><\/i><\/span>\n\t\t\t\t\t\t\t\t<span class=\"elementor-toggle-icon-opened\"><i class=\"elementor-toggle-icon-opened fas fa-caret-up\"><\/i><\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t<a class=\"elementor-toggle-title\" tabindex=\"0\">I get this message \"Error connecting to the tracker\" when I add the tracker to my account?<\/a>\n\t\t\t\t\t<\/div>\n\n\t\t\t\t\t<div id=\"elementor-tab-content-2263\" class=\"elementor-tab-content elementor-clearfix\" data-tab=\"3\" role=\"region\" aria-labelledby=\"elementor-tab-title-2263\"><div class=\"text-component\"><p>This issue happens due to the Bluetooth connectivity. Please do the following steps and try again to add the tracker:<\/p><p><b>Step 1: Remove the Bluetooth bond from the phone.\u00a0<\/b><\/p><p>The BLE bond on the phone can be easily removed by clicking on &#8220;FORGET&#8221; button on the Abeeway tracker. Abeeway devices always start with prefix ABW followed by last 9 digits of LoRa DEVEUI. DEVEUI can be found on the back of the sticker on the tracker.<\/p><img decoding=\"async\" src=\"https:\/\/docs.abeeway.com\/location-mobile-app\/img\/Picture1.png\" \/><\/div><div class=\"text-component\"><b>Note: The screenshot above is for Android 9. The procedure to remove the Abeeway tracker from phone&#8217;s Bluetooth device will be different for iOS or other Android phones.<\/b><figure><figcaption><\/figcaption><\/figure><p><b>Step 2: Remove Bluetooth bond on the tracker<\/b><\/p><p>The BLE bond on the tracker can be removed in one of the following ways:<\/p><ol><li><b>With the button sequence (easiest)<\/b>: Ensure the device is switched off with long press, followed by the sequence &lt;1 long press , 6 short press, 1 long press&gt; and then restart the device with long press. If the bond removal was successful, you will hear the following\u00a0<a href=\"https:\/\/actilitysa.sharepoint.com\/:u:\/t\/aby\/EWdjoLPV12BGiHsZptjIOrABxRdVpqTLLJM72K795IUQsg?e=zUPFEC\">BLE advertisement melody<\/a>\u00a0(This is applicable only to Micro Tracker\/Smart Badge)<\/li><li>Sending the LoRaWAN downlink\u00a0<b><i>ff0202<\/i><\/b>\u00a0on downlink port = 2 to the Abeeway tracker<\/li><li>Using CLI with the tracker connected over USB port. The tracker can be connected to USB port and then communicate it with serial tool like\u00a0<span style=\"color: #3366ff;\"><a style=\"color: #3366ff;\" href=\"https:\/\/ttssh2.osdn.jp\/index.html.en\" target=\"_blank\" rel=\"noopener\">Tera term.<\/a><\/span>\u00a0Once connected to Tera term, enter the password &#8220;<b><i>123<\/i><\/b>&#8221; as this is the default password to interact with the tracker. Then type &#8220;<b><i>ble clear<\/i><\/b>&#8221; to clear the BLE bond on the tracker. For more information, please refer to\u00a0<span style=\"color: #3366ff;\"><a style=\"color: #3366ff;\" href=\"https:\/\/actilitysa.sharepoint.com\/:f:\/t\/aby\/EgxRhivJUIVNrq1Lwa3qBigBip9FcMMHhBD_ZaA9m8IT6w?e=GT8vih\" target=\"_blank\" rel=\"noopener\">CLI user guide<\/a>.<\/span><\/li><\/ol><p><b>Step 3: Put your phone in airplane mode and disable airplane mode<\/b>\u00a0(This step is optional but it will help clear any issues related to Bluetooth keys)<\/p><p><b>Step 4:<\/b>\u00a0<b>Forcefully kill the mobile APP by clicking &#8220;FORCE STOP&#8221; and start the mobile APP again<\/b>.\u00a0 (This step is optional but it will help clear any issues related to Mobile APP caching Bluetooth keys from earlier interaction with the tracker)<\/p><img decoding=\"async\" src=\"https:\/\/docs.abeeway.com\/location-mobile-app\/img\/Picture2.png\" \/><\/div><div class=\"text-component\"><b>Note: The screenshot above is for Android 9. The procedure to forcefully terminate mobile app will be different for iOS or other Android phones.<\/b><figure><figcaption><\/figcaption><\/figure><p><b>Step 5a: Shutdown the tracker with long press and start the tracker again with long press on the button<\/b>. (Applicable only to Micro tracker\/Smart Badge)<\/p><p><b>Step 5b: Send the LoRaWAN downlink ff020b0384 on port=2 to trigger BLE advertising on the tracker for 15 minutes. You can change the BLE advertisement duration using Asset Tracker Driver documentation,\u00a0<\/b><span style=\"color: #3366ff;\"><a style=\"color: #3366ff;\" href=\"https:\/\/docs.thingpark.com\/thingpark-location\/D-Reference\/DocLibrary_R\/#abeeway-trackers\" target=\"_blank\" rel=\"noopener\">here<\/a><\/span><b>.\u00a0<\/b>(Application for Compact &amp; Industrial Tracker)<\/p><p><b>Step 7: Try to add the tracker again.<\/b><\/p><p><b>Step 8: Please ensure that during the process to &#8220;add a tracker&#8221;, you are not doing any heavy activity over Bluetooth (for ex. streaming music, file transfer, etc) that could slow down the connection between the tracker and the mobile APP<\/b><\/p><p><b>Step 9: If the error to add the tracker persists even after following all the steps above, you can try to restart the phone to clear any Bluetooth issues. But, this needs to be done rarely and is not required in most of the cases<\/b><\/p><\/div><\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"elementor-toggle-item\">\n\t\t\t\t\t<div id=\"elementor-tab-title-2264\" class=\"elementor-tab-title\" data-tab=\"4\" role=\"button\" aria-controls=\"elementor-tab-content-2264\" aria-expanded=\"false\">\n\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-toggle-icon elementor-toggle-icon-left\" aria-hidden=\"true\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-toggle-icon-closed\"><i class=\"fas fa-caret-right\"><\/i><\/span>\n\t\t\t\t\t\t\t\t<span class=\"elementor-toggle-icon-opened\"><i class=\"elementor-toggle-icon-opened fas fa-caret-up\"><\/i><\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t<a class=\"elementor-toggle-title\" tabindex=\"0\">I get this error, \"Tracker registered on another account\"?<\/a>\n\t\t\t\t\t<\/div>\n\n\t\t\t\t\t<div id=\"elementor-tab-content-2264\" class=\"elementor-tab-content elementor-clearfix\" data-tab=\"4\" role=\"region\" aria-labelledby=\"elementor-tab-title-2264\"><p>This error comes from one of the two reasons:<\/p><ol><li>The tracker is registered on another account. Please contact your local distributor or\u00a0<b>report a problem<\/b>\u00a0from\u00a0<b>HELP menu<\/b>\u00a0to remove this tracker from the other account<\/li><li>The tracker was deleted over LoRaWAN and its added again during the 20 minute timer during which mobile APP backend is trying to send the downlink over LoRaWAN to remove BLE bond of the tracker. If this is your case, please wait for 20 minutes before adding the tracker again.<\/li><\/ol><\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section data-particle_enable=\"false\" data-particle-mobile-disabled=\"false\" class=\"elementor-section elementor-top-section elementor-element elementor-element-e1eaef5 elementor-section-boxed elementor-section-height-default elementor-section-height-default wpr-particle-no wpr-jarallax-no wpr-parallax-no wpr-sticky-section-no\" data-id=\"e1eaef5\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-2198c98\" data-id=\"2198c98\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-f1e9d86 elementor-widget-divider--view-line elementor-widget elementor-widget-divider\" data-id=\"f1e9d86\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"divider.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-divider\">\n\t\t\t<span class=\"elementor-divider-separator\">\n\t\t\t\t\t\t<\/span>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section data-particle_enable=\"false\" data-particle-mobile-disabled=\"false\" class=\"elementor-section elementor-top-section elementor-element elementor-element-c3d42ec elementor-section-boxed elementor-section-height-default elementor-section-height-default wpr-particle-no wpr-jarallax-no wpr-parallax-no wpr-sticky-section-no\" data-id=\"c3d42ec\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-3cc08f2\" data-id=\"3cc08f2\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-5864f94 elementor-widget elementor-widget-text-editor\" data-id=\"5864f94\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<h3><span style=\"color: #1ca3c2;\">Firmware update<\/span><\/h3>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section data-particle_enable=\"false\" data-particle-mobile-disabled=\"false\" class=\"elementor-section elementor-top-section elementor-element elementor-element-66e6881 elementor-section-boxed elementor-section-height-default elementor-section-height-default wpr-particle-no wpr-jarallax-no wpr-parallax-no wpr-sticky-section-no\" data-id=\"66e6881\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-40a2321\" data-id=\"40a2321\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-57b176e elementor-widget elementor-widget-toggle\" data-id=\"57b176e\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"toggle.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-toggle\">\n\t\t\t\t\t\t\t<div class=\"elementor-toggle-item\">\n\t\t\t\t\t<div id=\"elementor-tab-title-9191\" class=\"elementor-tab-title\" data-tab=\"1\" role=\"button\" aria-controls=\"elementor-tab-content-9191\" aria-expanded=\"false\">\n\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-toggle-icon elementor-toggle-icon-left\" aria-hidden=\"true\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-toggle-icon-closed\"><i class=\"fas fa-caret-right\"><\/i><\/span>\n\t\t\t\t\t\t\t\t<span class=\"elementor-toggle-icon-opened\"><i class=\"elementor-toggle-icon-opened fas fa-caret-up\"><\/i><\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t<a class=\"elementor-toggle-title\" tabindex=\"0\">Bluetooth Firmware file was transferred, but the mobile APP seems stuck for several minutes?<\/a>\n\t\t\t\t\t<\/div>\n\n\t\t\t\t\t<div id=\"elementor-tab-content-9191\" class=\"elementor-tab-content elementor-clearfix\" data-tab=\"1\" role=\"region\" aria-labelledby=\"elementor-tab-title-9191\"><\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"elementor-toggle-item\">\n\t\t\t\t\t<div id=\"elementor-tab-title-9192\" class=\"elementor-tab-title\" data-tab=\"2\" role=\"button\" aria-controls=\"elementor-tab-content-9192\" aria-expanded=\"false\">\n\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-toggle-icon elementor-toggle-icon-left\" aria-hidden=\"true\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-toggle-icon-closed\"><i class=\"fas fa-caret-right\"><\/i><\/span>\n\t\t\t\t\t\t\t\t<span class=\"elementor-toggle-icon-opened\"><i class=\"elementor-toggle-icon-opened fas fa-caret-up\"><\/i><\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t<a class=\"elementor-toggle-title\" tabindex=\"0\">MCU\/Application Firmware file was transferred, but the mobile APP seems stuck for several minutes?<\/a>\n\t\t\t\t\t<\/div>\n\n\t\t\t\t\t<div id=\"elementor-tab-content-9192\" class=\"elementor-tab-content elementor-clearfix\" data-tab=\"2\" role=\"region\" aria-labelledby=\"elementor-tab-title-9192\"><\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"elementor-toggle-item\">\n\t\t\t\t\t<div id=\"elementor-tab-title-9193\" class=\"elementor-tab-title\" data-tab=\"3\" role=\"button\" aria-controls=\"elementor-tab-content-9193\" aria-expanded=\"false\">\n\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-toggle-icon elementor-toggle-icon-left\" aria-hidden=\"true\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-toggle-icon-closed\"><i class=\"fas fa-caret-right\"><\/i><\/span>\n\t\t\t\t\t\t\t\t<span class=\"elementor-toggle-icon-opened\"><i class=\"elementor-toggle-icon-opened fas fa-caret-up\"><\/i><\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t<a class=\"elementor-toggle-title\" tabindex=\"0\">The firmware file was transferred but the Bluetooth reconnect failed and mobile APP shows the failure. What do I do?<\/a>\n\t\t\t\t\t<\/div>\n\n\t\t\t\t\t<div id=\"elementor-tab-content-9193\" class=\"elementor-tab-content elementor-clearfix\" data-tab=\"3\" role=\"region\" aria-labelledby=\"elementor-tab-title-9193\"><\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section data-particle_enable=\"false\" data-particle-mobile-disabled=\"false\" class=\"elementor-section elementor-top-section elementor-element elementor-element-4163906 elementor-section-boxed elementor-section-height-default elementor-section-height-default wpr-particle-no wpr-jarallax-no wpr-parallax-no wpr-sticky-section-no\" data-id=\"4163906\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-0f34f38\" data-id=\"0f34f38\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-4a8a760 elementor-widget-divider--view-line elementor-widget elementor-widget-divider\" data-id=\"4a8a760\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"divider.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-divider\">\n\t\t\t<span class=\"elementor-divider-separator\">\n\t\t\t\t\t\t<\/span>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section data-particle_enable=\"false\" data-particle-mobile-disabled=\"false\" class=\"elementor-section elementor-top-section elementor-element elementor-element-216a879 elementor-section-boxed elementor-section-height-default elementor-section-height-default wpr-particle-no wpr-jarallax-no wpr-parallax-no wpr-sticky-section-no\" data-id=\"216a879\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-10b31d6\" data-id=\"10b31d6\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-7c57dc9 elementor-widget elementor-widget-text-editor\" data-id=\"7c57dc9\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<h3><span style=\"color: #1ca3c2;\">Bluetooth connectivity issues<\/span><\/h3>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section data-particle_enable=\"false\" data-particle-mobile-disabled=\"false\" class=\"elementor-section elementor-top-section elementor-element elementor-element-780739c elementor-section-boxed elementor-section-height-default elementor-section-height-default wpr-particle-no wpr-jarallax-no wpr-parallax-no wpr-sticky-section-no\" data-id=\"780739c\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-c2a8dd2\" data-id=\"c2a8dd2\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-a985ac2 elementor-widget elementor-widget-toggle\" data-id=\"a985ac2\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"toggle.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-toggle\">\n\t\t\t\t\t\t\t<div class=\"elementor-toggle-item\">\n\t\t\t\t\t<div id=\"elementor-tab-title-1771\" class=\"elementor-tab-title\" data-tab=\"1\" role=\"button\" aria-controls=\"elementor-tab-content-1771\" aria-expanded=\"false\">\n\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-toggle-icon elementor-toggle-icon-left\" aria-hidden=\"true\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-toggle-icon-closed\"><i class=\"fas fa-caret-right\"><\/i><\/span>\n\t\t\t\t\t\t\t\t<span class=\"elementor-toggle-icon-opened\"><i class=\"elementor-toggle-icon-opened fas fa-caret-up\"><\/i><\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t<a class=\"elementor-toggle-title\" tabindex=\"0\">How do I know if my tracker is Bluetooth connected?<\/a>\n\t\t\t\t\t<\/div>\n\n\t\t\t\t\t<div id=\"elementor-tab-content-1771\" class=\"elementor-tab-content elementor-clearfix\" data-tab=\"1\" role=\"region\" aria-labelledby=\"elementor-tab-title-1771\"><ul id=\"viewtracker\" class=\"cd-faq__group\"><li class=\"cd-faq__item cd-faq__item-visible\"><div class=\"cd-faq__content cd-faq__content--visible\"><div class=\"text-component\"><p>You can see if the tracker is Bluetooth connected with the Bluetooth icon that is shown on the tracker view page<\/p><img decoding=\"async\" src=\"https:\/\/docs.abeeway.com\/location-mobile-app\/img\/Picture3.png\" \/><\/div><\/div><\/li><\/ul><\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"elementor-toggle-item\">\n\t\t\t\t\t<div id=\"elementor-tab-title-1772\" class=\"elementor-tab-title\" data-tab=\"2\" role=\"button\" aria-controls=\"elementor-tab-content-1772\" aria-expanded=\"false\">\n\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-toggle-icon elementor-toggle-icon-left\" aria-hidden=\"true\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-toggle-icon-closed\"><i class=\"fas fa-caret-right\"><\/i><\/span>\n\t\t\t\t\t\t\t\t<span class=\"elementor-toggle-icon-opened\"><i class=\"elementor-toggle-icon-opened fas fa-caret-up\"><\/i><\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t<a class=\"elementor-toggle-title\" tabindex=\"0\">I added the tracker successfully to my account, but I do not see Bluetooth icon on my tracker?<\/a>\n\t\t\t\t\t<\/div>\n\n\t\t\t\t\t<div id=\"elementor-tab-content-1772\" class=\"elementor-tab-content elementor-clearfix\" data-tab=\"2\" role=\"region\" aria-labelledby=\"elementor-tab-title-1772\"><div class=\"cd-faq__content cd-faq__content--visible\">\u00a0<\/div><ul id=\"viewtracker\" class=\"cd-faq__group\"><li class=\"cd-faq__item\"><span style=\"color: #3366ff;\"><a class=\"cd-faq__trigger\" style=\"color: #3366ff;\" href=\"https:\/\/docs.abeeway.com\/location-mobile-app\/faq.html#0\" target=\"_blank\" rel=\"noopener\">I added the tracker successfully to my account, but I do not see Bluetooth icon on my tracker?<\/a><\/span><div><img decoding=\"async\" src=\"https:\/\/docs.abeeway.com\/location-mobile-app\/img\/Picture4.png\" \/><\/div><\/li><\/ul><\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section data-particle_enable=\"false\" data-particle-mobile-disabled=\"false\" class=\"elementor-section elementor-top-section elementor-element elementor-element-4b3a2c8 elementor-section-boxed elementor-section-height-default elementor-section-height-default wpr-particle-no wpr-jarallax-no wpr-parallax-no wpr-sticky-section-no\" data-id=\"4b3a2c8\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-380d9c5\" data-id=\"380d9c5\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-4408b66 elementor-widget-divider--view-line elementor-widget elementor-widget-divider\" data-id=\"4408b66\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"divider.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-divider\">\n\t\t\t<span class=\"elementor-divider-separator\">\n\t\t\t\t\t\t<\/span>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section data-particle_enable=\"false\" data-particle-mobile-disabled=\"false\" class=\"elementor-section elementor-top-section elementor-element elementor-element-a8dfc96 elementor-section-boxed elementor-section-height-default elementor-section-height-default wpr-particle-no wpr-jarallax-no wpr-parallax-no wpr-sticky-section-no\" data-id=\"a8dfc96\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-490d205\" data-id=\"490d205\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-f8ab323 elementor-widget elementor-widget-spacer\" data-id=\"f8ab323\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"spacer.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-spacer\">\n\t\t\t<div class=\"elementor-spacer-inner\"><\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>Abeeway Mobile APP &#8211; FAQ Abeeway Mobile APP &#8211; FAQ Adding a tracker I cannot find my tracker when I try to search it to add to my account ? You can&#8217;t find the tracker as its probably not advertising. Please ensure the following are true: The MCU Firmware is above 2.2.x The BLE firmware version is above 3.3.x The trackers are flashed with this\u00a0config file Note: If you are running Abeeway Mobile Version 1.0.2 and below, it is important to run MCU Firmware 2.2.x.\u00a0 For Abeeway Mobile App Version &gt; 1.0.2, it is important to run MCU Firmware &gt;= 2.3.x on the tracker.\u00a0\u00a0 The mobile app version can be found from the Abeeway Mobile app main menu (See screenshot below. The mobile app version in the example below is 0.2): For micro tracker\/Smart Badge, you can simply restart the tracker and it will advertise itself for few minutes. The tracker also plays\u00a0advertisement melody\u00a0during this period and stops advertisement after few minutes to save battery lifetime of the tracker. If the tracker does not play advertisement melody even though the firmware\/config file is correct, it is because it is bonded. See below for instructions on how to remove BLE bond. For Compact tracker\/Industrial tracker, you have to enable the tracker to advertise itself over BLE by sending the following downlink\u00a0ff020b0064\u00a0(to advertise itself over BLE for 100 seconds) on LoRaWAN port = 2. If you wish to change the duration of the advertisement period, please refer to\u00a0Abeeway driver user guide. How do I remove Bluetooth bond on the tracker? The BLE bond on the tracker can be removed in one of the following ways: With the button sequence (easiest): Ensure the device is switched off with long press, followed by the sequence &lt;1 long press , 6 short press, 1 long press&gt; and then restart the device with long press. If the bond removal was successful, you will hear the following\u00a0BLE advertisement melody\u00a0(This is applicable only to Micro Tracker\/Smart Badge) Sending the LoRaWAN downlink\u00a0ff0202\u00a0on downlink port = 2 to the Abeeway tracker Using CLI with the tracker connected over USB port. The tracker can be connected to USB port and then communicate it with serial tool like\u00a0Tera term.\u00a0Once connected to Tera term, enter the password &#8220;123&#8221; as this is the default password to interact with the tracker. Then type &#8220;ble clear&#8221; to clear the BLE bond on the tracker. For more information, please refer to\u00a0CLI user guide. I get this message &#8220;Error connecting to the tracker&#8221; when I add the tracker to my account? This issue happens due to the Bluetooth connectivity. Please do the following steps and try again to add the tracker: Step 1: Remove the Bluetooth bond from the phone.\u00a0 The BLE bond on the phone can be easily removed by clicking on &#8220;FORGET&#8221; button on the Abeeway tracker. Abeeway devices always start with prefix ABW followed by last 9 digits of LoRa DEVEUI. DEVEUI can be found on the back of the sticker on the tracker. Note: The screenshot above is for Android 9. The procedure to remove the Abeeway tracker from phone&#8217;s Bluetooth device will be different for iOS or other Android phones. Step 2: Remove Bluetooth bond on the tracker The BLE bond on the tracker can be removed in one of the following ways: With the button sequence (easiest): Ensure the device is switched off with long press, followed by the sequence &lt;1 long press , 6 short press, 1 long press&gt; and then restart the device with long press. If the bond removal was successful, you will hear the following\u00a0BLE advertisement melody\u00a0(This is applicable only to Micro Tracker\/Smart Badge) Sending the LoRaWAN downlink\u00a0ff0202\u00a0on downlink port = 2 to the Abeeway tracker Using CLI with the tracker connected over USB port. The tracker can be connected to USB port and then communicate it with serial tool like\u00a0Tera term.\u00a0Once connected to Tera term, enter the password &#8220;123&#8221; as this is the default password to interact with the tracker. Then type &#8220;ble clear&#8221; to clear the BLE bond on the tracker. For more information, please refer to\u00a0CLI user guide. Step 3: Put your phone in airplane mode and disable airplane mode\u00a0(This step is optional but it will help clear any issues related to Bluetooth keys) Step 4:\u00a0Forcefully kill the mobile APP by clicking &#8220;FORCE STOP&#8221; and start the mobile APP again.\u00a0 (This step is optional but it will help clear any issues related to Mobile APP caching Bluetooth keys from earlier interaction with the tracker) Note: The screenshot above is for Android 9. The procedure to forcefully terminate mobile app will be different for iOS or other Android phones. Step 5a: Shutdown the tracker with long press and start the tracker again with long press on the button. (Applicable only to Micro tracker\/Smart Badge) Step 5b: Send the LoRaWAN downlink ff020b0384 on port=2 to trigger BLE advertising on the tracker for 15 minutes. You can change the BLE advertisement duration using Asset Tracker Driver documentation,\u00a0here.\u00a0(Application for Compact &amp; Industrial Tracker) Step 7: Try to add the tracker again. Step 8: Please ensure that during the process to &#8220;add a tracker&#8221;, you are not doing any heavy activity over Bluetooth (for ex. streaming music, file transfer, etc) that could slow down the connection between the tracker and the mobile APP Step 9: If the error to add the tracker persists even after following all the steps above, you can try to restart the phone to clear any Bluetooth issues. But, this needs to be done rarely and is not required in most of the cases I get this error, &#8220;Tracker registered on another account&#8221;? This error comes from one of the two reasons: The tracker is registered on another account. Please contact your local distributor or\u00a0report a problem\u00a0from\u00a0HELP menu\u00a0to remove this tracker from the other account The tracker was deleted over LoRaWAN and its added again during the 20 minute timer during which mobile APP backend is trying to send the downlink over LoRaWAN to remove &hellip; <\/p>\n<p class=\"link-more\"><a href=\"https:\/\/www.abeeway.com\/it\/help-page\/\" class=\"more-link\">Leggi tutto<span class=\"screen-reader-text\"> &#8220;Help page&#8221;<\/span><\/a><\/p>\n","protected":false},"author":16,"featured_media":7270,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"elementor_canvas","meta":{"om_disable_all_campaigns":false,"_monsterinsights_skip_tracking":false,"_monsterinsights_sitenote_active":false,"_monsterinsights_sitenote_note":"","_monsterinsights_sitenote_category":0,"footnotes":""},"class_list":["post-7242","page","type-page","status-publish","has-post-thumbnail","hentry","entry"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.3 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Help page - Abeeway<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.abeeway.com\/help-page\/\" \/>\n<meta property=\"og:locale\" content=\"it_IT\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Help page - Abeeway\" \/>\n<meta property=\"og:description\" content=\"Abeeway Mobile APP &#8211; FAQ Abeeway Mobile APP &#8211; FAQ Adding a tracker I cannot find my tracker when I try to search it to add to my account ? You can&#8217;t find the tracker as its probably not advertising. Please ensure the following are true: The MCU Firmware is above 2.2.x The BLE firmware version is above 3.3.x The trackers are flashed with this\u00a0config file Note: If you are running Abeeway Mobile Version 1.0.2 and below, it is important to run MCU Firmware 2.2.x.\u00a0 For Abeeway Mobile App Version &gt; 1.0.2, it is important to run MCU Firmware &gt;= 2.3.x on the tracker.\u00a0\u00a0 The mobile app version can be found from the Abeeway Mobile app main menu (See screenshot below. The mobile app version in the example below is 0.2): For micro tracker\/Smart Badge, you can simply restart the tracker and it will advertise itself for few minutes. The tracker also plays\u00a0advertisement melody\u00a0during this period and stops advertisement after few minutes to save battery lifetime of the tracker. If the tracker does not play advertisement melody even though the firmware\/config file is correct, it is because it is bonded. See below for instructions on how to remove BLE bond. For Compact tracker\/Industrial tracker, you have to enable the tracker to advertise itself over BLE by sending the following downlink\u00a0ff020b0064\u00a0(to advertise itself over BLE for 100 seconds) on LoRaWAN port = 2. If you wish to change the duration of the advertisement period, please refer to\u00a0Abeeway driver user guide. How do I remove Bluetooth bond on the tracker? The BLE bond on the tracker can be removed in one of the following ways: With the button sequence (easiest): Ensure the device is switched off with long press, followed by the sequence &lt;1 long press , 6 short press, 1 long press&gt; and then restart the device with long press. If the bond removal was successful, you will hear the following\u00a0BLE advertisement melody\u00a0(This is applicable only to Micro Tracker\/Smart Badge) Sending the LoRaWAN downlink\u00a0ff0202\u00a0on downlink port = 2 to the Abeeway tracker Using CLI with the tracker connected over USB port. The tracker can be connected to USB port and then communicate it with serial tool like\u00a0Tera term.\u00a0Once connected to Tera term, enter the password &#8220;123&#8221; as this is the default password to interact with the tracker. Then type &#8220;ble clear&#8221; to clear the BLE bond on the tracker. For more information, please refer to\u00a0CLI user guide. I get this message &#8220;Error connecting to the tracker&#8221; when I add the tracker to my account? This issue happens due to the Bluetooth connectivity. Please do the following steps and try again to add the tracker: Step 1: Remove the Bluetooth bond from the phone.\u00a0 The BLE bond on the phone can be easily removed by clicking on &#8220;FORGET&#8221; button on the Abeeway tracker. Abeeway devices always start with prefix ABW followed by last 9 digits of LoRa DEVEUI. DEVEUI can be found on the back of the sticker on the tracker. Note: The screenshot above is for Android 9. The procedure to remove the Abeeway tracker from phone&#8217;s Bluetooth device will be different for iOS or other Android phones. Step 2: Remove Bluetooth bond on the tracker The BLE bond on the tracker can be removed in one of the following ways: With the button sequence (easiest): Ensure the device is switched off with long press, followed by the sequence &lt;1 long press , 6 short press, 1 long press&gt; and then restart the device with long press. If the bond removal was successful, you will hear the following\u00a0BLE advertisement melody\u00a0(This is applicable only to Micro Tracker\/Smart Badge) Sending the LoRaWAN downlink\u00a0ff0202\u00a0on downlink port = 2 to the Abeeway tracker Using CLI with the tracker connected over USB port. The tracker can be connected to USB port and then communicate it with serial tool like\u00a0Tera term.\u00a0Once connected to Tera term, enter the password &#8220;123&#8221; as this is the default password to interact with the tracker. Then type &#8220;ble clear&#8221; to clear the BLE bond on the tracker. For more information, please refer to\u00a0CLI user guide. Step 3: Put your phone in airplane mode and disable airplane mode\u00a0(This step is optional but it will help clear any issues related to Bluetooth keys) Step 4:\u00a0Forcefully kill the mobile APP by clicking &#8220;FORCE STOP&#8221; and start the mobile APP again.\u00a0 (This step is optional but it will help clear any issues related to Mobile APP caching Bluetooth keys from earlier interaction with the tracker) Note: The screenshot above is for Android 9. The procedure to forcefully terminate mobile app will be different for iOS or other Android phones. Step 5a: Shutdown the tracker with long press and start the tracker again with long press on the button. (Applicable only to Micro tracker\/Smart Badge) Step 5b: Send the LoRaWAN downlink ff020b0384 on port=2 to trigger BLE advertising on the tracker for 15 minutes. You can change the BLE advertisement duration using Asset Tracker Driver documentation,\u00a0here.\u00a0(Application for Compact &amp; Industrial Tracker) Step 7: Try to add the tracker again. Step 8: Please ensure that during the process to &#8220;add a tracker&#8221;, you are not doing any heavy activity over Bluetooth (for ex. streaming music, file transfer, etc) that could slow down the connection between the tracker and the mobile APP Step 9: If the error to add the tracker persists even after following all the steps above, you can try to restart the phone to clear any Bluetooth issues. But, this needs to be done rarely and is not required in most of the cases I get this error, &#8220;Tracker registered on another account&#8221;? This error comes from one of the two reasons: The tracker is registered on another account. Please contact your local distributor or\u00a0report a problem\u00a0from\u00a0HELP menu\u00a0to remove this tracker from the other account The tracker was deleted over LoRaWAN and its added again during the 20 minute timer during which mobile APP backend is trying to send the downlink over LoRaWAN to remove &hellip; Leggi tutto &quot;Help page&quot;\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.abeeway.com\/help-page\/\" \/>\n<meta property=\"og:site_name\" content=\"Abeeway\" \/>\n<meta property=\"article:modified_time\" content=\"2022-08-30T09:38:56+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.abeeway.com\/wp-content\/uploads\/2021\/10\/Abeeway-app-FAQ_01-responsive.png\" \/>\n\t<meta property=\"og:image:width\" content=\"800\" \/>\n\t<meta property=\"og:image:height\" content=\"339\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/png\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Tempo di lettura stimato\" \/>\n\t<meta name=\"twitter:data1\" content=\"7 minuti\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\\\/\\\/schema.org\",\"@graph\":[{\"@type\":\"WebPage\",\"@id\":\"https:\\\/\\\/www.abeeway.com\\\/help-page\\\/\",\"url\":\"https:\\\/\\\/www.abeeway.com\\\/help-page\\\/\",\"name\":\"Help page - Abeeway\",\"isPartOf\":{\"@id\":\"https:\\\/\\\/www.abeeway.com\\\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\\\/\\\/www.abeeway.com\\\/help-page\\\/#primaryimage\"},\"image\":{\"@id\":\"https:\\\/\\\/www.abeeway.com\\\/help-page\\\/#primaryimage\"},\"thumbnailUrl\":\"https:\\\/\\\/www.abeeway.com\\\/wp-content\\\/uploads\\\/2021\\\/10\\\/Abeeway-app-FAQ_01-responsive.png\",\"datePublished\":\"2021-10-27T09:05:37+00:00\",\"dateModified\":\"2022-08-30T09:38:56+00:00\",\"breadcrumb\":{\"@id\":\"https:\\\/\\\/www.abeeway.com\\\/help-page\\\/#breadcrumb\"},\"inLanguage\":\"it-IT\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\\\/\\\/www.abeeway.com\\\/help-page\\\/\"]}]},{\"@type\":\"ImageObject\",\"inLanguage\":\"it-IT\",\"@id\":\"https:\\\/\\\/www.abeeway.com\\\/help-page\\\/#primaryimage\",\"url\":\"https:\\\/\\\/www.abeeway.com\\\/wp-content\\\/uploads\\\/2021\\\/10\\\/Abeeway-app-FAQ_01-responsive.png\",\"contentUrl\":\"https:\\\/\\\/www.abeeway.com\\\/wp-content\\\/uploads\\\/2021\\\/10\\\/Abeeway-app-FAQ_01-responsive.png\",\"width\":800,\"height\":339},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\\\/\\\/www.abeeway.com\\\/help-page\\\/#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"Home\",\"item\":\"https:\\\/\\\/www.abeeway.com\\\/it\\\/localizzatori-gps-lorawan-per-beni-e-persone-mobili\\\/\"},{\"@type\":\"ListItem\",\"position\":2,\"name\":\"Help page\"}]},{\"@type\":\"WebSite\",\"@id\":\"https:\\\/\\\/www.abeeway.com\\\/#website\",\"url\":\"https:\\\/\\\/www.abeeway.com\\\/\",\"name\":\"Abeeway\",\"description\":\"Low-power GPS trackers for Mobile Assets and People\",\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\\\/\\\/www.abeeway.com\\\/?s={search_term_string}\"},\"query-input\":{\"@type\":\"PropertyValueSpecification\",\"valueRequired\":true,\"valueName\":\"search_term_string\"}}],\"inLanguage\":\"it-IT\"}]}<\/script>\n<!-- \/ Yoast SEO plugin. -->","yoast_head_json":{"title":"Help page - Abeeway","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/www.abeeway.com\/help-page\/","og_locale":"it_IT","og_type":"article","og_title":"Help page - Abeeway","og_description":"Abeeway Mobile APP &#8211; FAQ Abeeway Mobile APP &#8211; FAQ Adding a tracker I cannot find my tracker when I try to search it to add to my account ? You can&#8217;t find the tracker as its probably not advertising. Please ensure the following are true: The MCU Firmware is above 2.2.x The BLE firmware version is above 3.3.x The trackers are flashed with this\u00a0config file Note: If you are running Abeeway Mobile Version 1.0.2 and below, it is important to run MCU Firmware 2.2.x.\u00a0 For Abeeway Mobile App Version &gt; 1.0.2, it is important to run MCU Firmware &gt;= 2.3.x on the tracker.\u00a0\u00a0 The mobile app version can be found from the Abeeway Mobile app main menu (See screenshot below. The mobile app version in the example below is 0.2): For micro tracker\/Smart Badge, you can simply restart the tracker and it will advertise itself for few minutes. The tracker also plays\u00a0advertisement melody\u00a0during this period and stops advertisement after few minutes to save battery lifetime of the tracker. If the tracker does not play advertisement melody even though the firmware\/config file is correct, it is because it is bonded. See below for instructions on how to remove BLE bond. For Compact tracker\/Industrial tracker, you have to enable the tracker to advertise itself over BLE by sending the following downlink\u00a0ff020b0064\u00a0(to advertise itself over BLE for 100 seconds) on LoRaWAN port = 2. If you wish to change the duration of the advertisement period, please refer to\u00a0Abeeway driver user guide. How do I remove Bluetooth bond on the tracker? The BLE bond on the tracker can be removed in one of the following ways: With the button sequence (easiest): Ensure the device is switched off with long press, followed by the sequence &lt;1 long press , 6 short press, 1 long press&gt; and then restart the device with long press. If the bond removal was successful, you will hear the following\u00a0BLE advertisement melody\u00a0(This is applicable only to Micro Tracker\/Smart Badge) Sending the LoRaWAN downlink\u00a0ff0202\u00a0on downlink port = 2 to the Abeeway tracker Using CLI with the tracker connected over USB port. The tracker can be connected to USB port and then communicate it with serial tool like\u00a0Tera term.\u00a0Once connected to Tera term, enter the password &#8220;123&#8221; as this is the default password to interact with the tracker. Then type &#8220;ble clear&#8221; to clear the BLE bond on the tracker. For more information, please refer to\u00a0CLI user guide. I get this message &#8220;Error connecting to the tracker&#8221; when I add the tracker to my account? This issue happens due to the Bluetooth connectivity. Please do the following steps and try again to add the tracker: Step 1: Remove the Bluetooth bond from the phone.\u00a0 The BLE bond on the phone can be easily removed by clicking on &#8220;FORGET&#8221; button on the Abeeway tracker. Abeeway devices always start with prefix ABW followed by last 9 digits of LoRa DEVEUI. DEVEUI can be found on the back of the sticker on the tracker. Note: The screenshot above is for Android 9. The procedure to remove the Abeeway tracker from phone&#8217;s Bluetooth device will be different for iOS or other Android phones. Step 2: Remove Bluetooth bond on the tracker The BLE bond on the tracker can be removed in one of the following ways: With the button sequence (easiest): Ensure the device is switched off with long press, followed by the sequence &lt;1 long press , 6 short press, 1 long press&gt; and then restart the device with long press. If the bond removal was successful, you will hear the following\u00a0BLE advertisement melody\u00a0(This is applicable only to Micro Tracker\/Smart Badge) Sending the LoRaWAN downlink\u00a0ff0202\u00a0on downlink port = 2 to the Abeeway tracker Using CLI with the tracker connected over USB port. The tracker can be connected to USB port and then communicate it with serial tool like\u00a0Tera term.\u00a0Once connected to Tera term, enter the password &#8220;123&#8221; as this is the default password to interact with the tracker. Then type &#8220;ble clear&#8221; to clear the BLE bond on the tracker. For more information, please refer to\u00a0CLI user guide. Step 3: Put your phone in airplane mode and disable airplane mode\u00a0(This step is optional but it will help clear any issues related to Bluetooth keys) Step 4:\u00a0Forcefully kill the mobile APP by clicking &#8220;FORCE STOP&#8221; and start the mobile APP again.\u00a0 (This step is optional but it will help clear any issues related to Mobile APP caching Bluetooth keys from earlier interaction with the tracker) Note: The screenshot above is for Android 9. The procedure to forcefully terminate mobile app will be different for iOS or other Android phones. Step 5a: Shutdown the tracker with long press and start the tracker again with long press on the button. (Applicable only to Micro tracker\/Smart Badge) Step 5b: Send the LoRaWAN downlink ff020b0384 on port=2 to trigger BLE advertising on the tracker for 15 minutes. You can change the BLE advertisement duration using Asset Tracker Driver documentation,\u00a0here.\u00a0(Application for Compact &amp; Industrial Tracker) Step 7: Try to add the tracker again. Step 8: Please ensure that during the process to &#8220;add a tracker&#8221;, you are not doing any heavy activity over Bluetooth (for ex. streaming music, file transfer, etc) that could slow down the connection between the tracker and the mobile APP Step 9: If the error to add the tracker persists even after following all the steps above, you can try to restart the phone to clear any Bluetooth issues. But, this needs to be done rarely and is not required in most of the cases I get this error, &#8220;Tracker registered on another account&#8221;? This error comes from one of the two reasons: The tracker is registered on another account. Please contact your local distributor or\u00a0report a problem\u00a0from\u00a0HELP menu\u00a0to remove this tracker from the other account The tracker was deleted over LoRaWAN and its added again during the 20 minute timer during which mobile APP backend is trying to send the downlink over LoRaWAN to remove &hellip; Leggi tutto \"Help page\"","og_url":"https:\/\/www.abeeway.com\/help-page\/","og_site_name":"Abeeway","article_modified_time":"2022-08-30T09:38:56+00:00","og_image":[{"width":800,"height":339,"url":"https:\/\/www.abeeway.com\/wp-content\/uploads\/2021\/10\/Abeeway-app-FAQ_01-responsive.png","type":"image\/png"}],"twitter_card":"summary_large_image","twitter_misc":{"Tempo di lettura stimato":"7 minuti"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"WebPage","@id":"https:\/\/www.abeeway.com\/help-page\/","url":"https:\/\/www.abeeway.com\/help-page\/","name":"Help page - Abeeway","isPartOf":{"@id":"https:\/\/www.abeeway.com\/#website"},"primaryImageOfPage":{"@id":"https:\/\/www.abeeway.com\/help-page\/#primaryimage"},"image":{"@id":"https:\/\/www.abeeway.com\/help-page\/#primaryimage"},"thumbnailUrl":"https:\/\/www.abeeway.com\/wp-content\/uploads\/2021\/10\/Abeeway-app-FAQ_01-responsive.png","datePublished":"2021-10-27T09:05:37+00:00","dateModified":"2022-08-30T09:38:56+00:00","breadcrumb":{"@id":"https:\/\/www.abeeway.com\/help-page\/#breadcrumb"},"inLanguage":"it-IT","potentialAction":[{"@type":"ReadAction","target":["https:\/\/www.abeeway.com\/help-page\/"]}]},{"@type":"ImageObject","inLanguage":"it-IT","@id":"https:\/\/www.abeeway.com\/help-page\/#primaryimage","url":"https:\/\/www.abeeway.com\/wp-content\/uploads\/2021\/10\/Abeeway-app-FAQ_01-responsive.png","contentUrl":"https:\/\/www.abeeway.com\/wp-content\/uploads\/2021\/10\/Abeeway-app-FAQ_01-responsive.png","width":800,"height":339},{"@type":"BreadcrumbList","@id":"https:\/\/www.abeeway.com\/help-page\/#breadcrumb","itemListElement":[{"@type":"ListItem","position":1,"name":"Home","item":"https:\/\/www.abeeway.com\/it\/localizzatori-gps-lorawan-per-beni-e-persone-mobili\/"},{"@type":"ListItem","position":2,"name":"Help page"}]},{"@type":"WebSite","@id":"https:\/\/www.abeeway.com\/#website","url":"https:\/\/www.abeeway.com\/","name":"Abeeway","description":"Low-power GPS trackers for Mobile Assets and People","potentialAction":[{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https:\/\/www.abeeway.com\/?s={search_term_string}"},"query-input":{"@type":"PropertyValueSpecification","valueRequired":true,"valueName":"search_term_string"}}],"inLanguage":"it-IT"}]}},"_links":{"self":[{"href":"https:\/\/www.abeeway.com\/it\/wp-json\/wp\/v2\/pages\/7242","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.abeeway.com\/it\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/www.abeeway.com\/it\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/www.abeeway.com\/it\/wp-json\/wp\/v2\/users\/16"}],"replies":[{"embeddable":true,"href":"https:\/\/www.abeeway.com\/it\/wp-json\/wp\/v2\/comments?post=7242"}],"version-history":[{"count":0,"href":"https:\/\/www.abeeway.com\/it\/wp-json\/wp\/v2\/pages\/7242\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.abeeway.com\/it\/wp-json\/wp\/v2\/media\/7270"}],"wp:attachment":[{"href":"https:\/\/www.abeeway.com\/it\/wp-json\/wp\/v2\/media?parent=7242"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}