[Hexnode Support Hexnode 19 September 2017 Hexnode Support Keymaster]

Hi, Benjamin.

Scan Device Location should ideally fetch the device location in under a minute, if not seconds. The occasional delay in getting the device location means either the device is having network connectivity issues or that GPS location services has not been enabled on the device.

To get more information on the location scan,

1. Click on the Bell icon next to the Actions button
2. Actions log will pop up
3. Tap See more down below
4. If you see the Action pending for quite a while, it’s mostly network connectivity issues at the device end.
5. If you see Action failed, move mouse pointer over the status ‘failed’
6. 
7. You will see one of the following notifications
   1. Device Offline
   2. Location tracking has not been enabled for this device
   3. Google Play service not enabled
   4. Unable to retrieve location
   5. Check if Location services are enabled on the device
   6. Location services have been disabled by user
   7. User denied access to location
   8. Location data unreliable (from Mock location app)

This info will help you diagnose and resolve the issue from the device end.

Thanks and regards
Hexnode Support Team
+1-866-498-9407 (US Toll Free)
+44-(800)-3689920(UK Toll Free)
+61-1800165939 (Australia Toll Free)
+1-510-545-9700 (Intl)
Hexnode | Mitsogo Inc.

 

 

• This reply was modified 5 years, 6 months ago by  Hexnode Support.

[Jamie Participant 17 February 2020 Jamie Participant]

Not able to find this. Why is that?

[grace-baker Hexnode 17 February 2020 grace-baker Moderator]

Hey, Thanks for reaching out to us.

This is due to the updates made in the portal. Please navigate the Manage tab and click on the desired device. You will be directed to the Device Summary Page. Navigate to the Action History subtab. Here you will be able to see the list of actions that were pushed to the device, along with the details. The details include the time at which action was initiated, status of the action, finished time, etc. If an action shows ‘failed’ status, hover over the mouse on the icon next to failed status to know the failure reason.

Cheers!
Grace Baker
Hexnode MDM