Unable to view the location of the device from the BlackBerry Protect website

Article ID: KB31273

Type: Support Content

Last Modified: 02-26-2013

 

Product(s) Affected:

  • BlackBerry Protect for BlackBerry smartphones
CollapseEnvironment
  • BlackBerry Protect for BlackBerry smartphones 1.0.10.25
  • BlackBerry Protect Web Portal
CollapseOverview

When attempting to locate the BlackBerry smartphone from the BlackBerry Protect web portal the following message may appear:

Stale Location.

CollapseCause

Cause 1

Location reporting is disabled

Cause 2

Location Services is set to Location Off

Cause 3

The connection to the GPS signal is lost or weak

CollapseResolution

Cause 1

Location Reporting is disabled

Resolution 1

On the device navigate to the BlackBerry Protect application then click the Menu key > Options > scroll down to Location Reporting and ensure that it is Enabled.


Cause 2

Location Services is set to Location Off

Resolution 2

For BlackBerry device software 5.0

On the BlackBerry smartphone navigate to Options > Advanced Options > GPS > ensure GPS Services is set to Location On

For BlackBerry device software 6.0 to 7.0

On the BlackBerry smartphone navigate to Options > Device > Location Settings > ensure Location Services is set to Location On


Cause 3

The connection to the GPS signal has been lost or is weak

Resolution 3

In order for built-in GPS to work, the BlackBerry smartphone is required to be in an area of good coverage so that there is a strong enough signal. If the BlackBerry smartphone is in a building or another area that is covered and is unable to get a signal, the BlackBerry smartphone must be moved to an area where the BlackBerry smartphone is exposed to open sky. Some modern cars are now fitted with athermic windshields, which can affect the strength of the GPS signal in the car.

For BlackBerry device software 4.5 to 5.0

If the GPS is unable to receive a signal, the GPS can be refreshed to force the GPS to attempt to obtain a signal. To refresh the GPS, on the BlackBerry smartphone select Options > Advanced Options > GPS, press the Menu key and select Refresh GPS. The screen will display Searching for Satellites and will be updated with the signal information.

For BlackBerry device software 6.0 to 7.0

If the GPS is unable to receive a signal, the GPS can be refreshed to force the GPS to attempt to obtain a signal. To refresh the GPS, on the BlackBerry smartphone select Options > Device > Location Settings, press the Menu key and select Refresh Location. The screen will display Searching for Satellites and will be updated with the signal information.

Note: GPS status and Refreshing GPS will only appear on GSM devices, CDMA devices will not have these options.

CollapseWorkaround
As this may be related to a Browser issue on the computer, attempt viewing the BlackBerry Protect web portal on another browser application. For example: Mozilla Firefox, Google Chrome or Microsoft Internet Explorer.
CollapseAdditional Information

To test the GPS signal, use the following steps:

Note: This test must be done outside with a clear view of the sky.

For BlackBerry device software 4.5 to 5.0

  1. On the Home screen on the BlackBerry smartphone, click Options.
  2. Select Status.
  3. On the Status screen, type test.
  4. Press Menu on the Device Self Test Application screen, Select Start, Scroll down the list and select GPS > Run > click the trackball/trackpad and select Start Fixing.

Note:

On BlackBerry smartphones that support SureType technology, use the multi-tap input method.

For BlackBerry device software 6.0 to 7.0

  1. On the Home screen on the BlackBerry smartphone, click Options.
  2. Select Device
  3. Select Device and Status Information
  4. On the Status screen, type test. Read the pop up message then click Ok
  5. From the menu click Start scroll down the list and select GPS > Run > click the trackball/trackpad and select Start Fixing
Note:

For devices that use only a virtual keyboard, it is necessary to press the Menu key, then select Show Keyboard before typing test.

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Visit the BlackBerry Technical Solution Center at www.blackberry.com/btsc.