Question

gps tracking gone missing in QB

Forum|Forum|5 years ago
June 5, 2021
8 replies
0 views

Since tsheets migrated to QB, I've lost the ability to see staff locations through the day - I use this for billing customers. Now I only see a start and stop location. The video https://quickbooks.intuit.com/learn-support/en-us/feature-preferences/how-does-gps-tracking-work/00/439429 shows multiple gps points, like tsheets used to. Help!

QuickBooks Time

Candice C

Hey there, @F80.

It's great to see a new face here in the Community. Allow me to provide you with some information to help see those GPS tracking points again.

The GPS is pulled from a combination of satellites, wifi, and cellular data. Sometimes phone settings and external factors can impact the quality and accuracy of GPS performance. Here's a few things you can check on the mobile device if points aren't pulling:

Both the device’s Operating System and the QuickBooks Time app should be up-to-date (out of date software or app could affect functionality).
The team member should be signed into the app and on the clock (signing out of the app prevents us from communicating with it).
The device should have power (if the battery died or the phone is powered off, location tracking stops).
The device should be a normal temperature (as with any piece of technology, overheating or freezing can affect functionality).
The device should have a clear view of the sky (surrounded by various obstacles - large buildings, trees, even a bag - can hinder low-strength signals).
The app should be open in the background (do not force close the app).

For further details, review this guide: QuickBooks Time Mobile GPS troubleshooting.

If the issue persists after doing these steps, then I recommend contacting our Customer Support Team for further assistance. I recommend doing so with the impacted employees nearby. They’ll be able to collect device logs to look into the details on why this might be happening to them.

I hope this helps. Feel free to ask any other questions about QuickBooks that you may have. I'm always here to lend a helping hand. Have a great day!

A

admin4proper

I am an IT pro....and none of this advice works

Since you migrated to Intuit, GPS does not track on multiple iOS devices and versions with ALL the correct settings.

Fix it, it is costing us money.

Background GPS tracking takes a dump, and when you try to get into the app, you can see that it has crashed and comes back. Every time you get out of the app and come back it logs your location, and thats it.

Please do not tell us to check our settings...this is going on on iPhone 10s Max, 12 Plus, 6 Plus, 7. it is happening with the latest iOS 12.X, 13.X, and 14.X.

Fix it

K

kgosney1

You are correct. It has been a waste of time for two months and Intuit cannot help it seems.

A

admin4proper

Its a mess!

I have been complaining about this too

A

abba

Same here!! Since QB took over TSheets we lost all GPS waypoints other than start and stop. On top of that our rate increased... I am livid!!! Desperately seeking a solution or will be forced to find another clock in and payroll system :(

A

AJMJ

This is happening to our team as well. We need this working to track our team while on deliveries and its the only reason we use this app for payroll if its not sorted soon we have no option but to look elsewhere.

MonicaM3

Thank you for reaching out to the Community with feedback about your GPS experience @AJMJ.

I hear you when you say that you need to know where your team is for deliveries. The tracking feature is definitely important.

We've seen a number of reports lately on GPS not performing properly, and are working to collect more information to understand the root of the issue. At this time, our ability to look into and escalate GPS issues is dependent on receiving logs from the impacted devices so that we can get a deeper look into possible causes.

If you haven’t already, I recommend going through these QuickBooks Time Mobile GPS troubleshooting steps.

Next, let’s get the device data to our Support team. The best way to make sure we are getting the data from your team is to have them send in device logs. Once they have sent them, an Admin will want to reach out to QuickBooks Time Support to let them know they’ve been sent and you’d like to have them reviewed for GPS issues. Here’s how to send the logs:

While logged into the app, tap More.
Then go to Settings.
Choose Help & Support.
Lastly, select Send in Device Logs.

We’re dedicated to getting this feature running optimally for you and your team and these logs will really help.

Please let me know how that goes. I’m here to make if you have any additional questions about the GPS logs or anything else. I’d love to help.

J

JillS3

This same thing is happening with my company with our iPhones all started end of May…we did all the basics etc this is a Quickbooks issue with Apple it seems. I can force my own device to pinpoint my location when using the app but this defeats the purpose..I don’t need to be tracked it’s my guys that do and they should not have to try and manually do this. You all need to fix ASAP and refund us until this has been corrected.

J

jay7m

Also experiencing this. When they clock in it just comes as "No Location".

Everything checked. Ever since the merge GPS having issues. Sent device logs. Please fix and update the app.

B

B Orton

Before quick books bought TSheets, when my employees left a jobsite I would get a GPS stamp. Now I may only get a start and a stop at two different locations. This make billing time for different jobs impossible. Why did you take it away? My employees use android and apple and all are experience the same results. I time track myself, so I am very aware that my time card is not tracking accurately. I am constantly having to go into the time card and make changes for billing records. Don't say it is trees or buildings. We are in a Rural area with few trees and few buildings over 2 stories. I have no idea how much money I have lost since the buy out of TSheets. I am so frustrated that I looking for an other program, or go back the paper time cards and the honor system.

B Orton

U

urbancowboy1994

Any update on this issue? Same thing with us...GPS points have been missing since (both Android and iOS devices) since March 23, 2021. Last timesheets I have that have GPS actually working properly were on March 22, 2021. A bug had to have been introduced on the 22nd or 23rd of March back in 2021, and is still existing to this day.

R

rvrfrf

Thanks for getting involved with this thread, urbancowboy1994. I appreciate your detailed information.

If locations are incorrect or missing, there's a few possible reasons:

The device is overheated or damaged.
The device is off or its battery has died.
You're in a location with satellite interference.
You're clocked in through a computer or kiosk.
Your app or device's operating system is out-of-date and needs to be updated to its latest release.
You've signed out of the app and are no longer on the clock, nor in a break status.
Restrict background data is turned on for an Android device, or background app refresh is turned off on iOS devices.
Your device is in power saving mode, airplane mode, or has any low battery settings enabled.
The app was force-closed. While clocked in, the app needs to remain open in the background.
A timesheet was manually created or edited by your admin or manager. To identify if this has occurred, you can sign in on the web dashboard and go to Time Entries. Locate your timesheet and view its Timesheet log. If it was created by someone else or edited, GPS points won't display.

If you've already ruled out everything above, you can perform our available troubleshooting for iOS and Android devices.

In the event your problem persists after troubleshooting, you can report a problem, then getting touch with our Customer Care team and request your case number.

Here's how:

Sign in to the Workforce app.
Go to More, then Settings.
Tap Help & Support, then Upload device logs.
Enter a Description of your issue. You can also use the camera icon to upload images for context.
Select Upload.
Contact our Customer Care team and ask for your case number associated with the submitted log.

I've also included a detailed resource about working with GPS Tracking which may come in handy moving forward: Use QuickBooks GPS Tracking as admin or manager

Please don't hesitate to send a reply if there's any additional questions. Have a lovely Monday!

U

urbancowboy1994

Hey @rvrfrf,

I've completed all possible troubleshootings steps and even factory reset an Android device...nothing corrects this issue (it's not a device problem, but is an app problem as @admin4proper mentions further up in the thread). As I stated in my previous response, this has been an issue since 2021, and over the years myself and my staff have gone through several devices (upgrades) and the issue persists on all of them. As various devices on various versions of iOS and Android have shown the very same results, it should be crystal clear that these are not issues related to the device itself, but the app and its coding...I wish that could be acknowledged, but it seems that QB staff simply supply the same canned response regarding troubleshooting steps and so forth, as you've done also.

I'd be happy to send in as many logs as you need to diagnose this issue; I'd love to help finally get this resolved.

Best,
~JW

A

admin4proper

Update:

Gave up, cancelled subscription.

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