Location Could Not Be Determined — What It Means and How to Fix It

If a Check-In, Location Share+, or SOS update displays Location could not be determined, your ZOLEO device couldn't obtain an accurate location within the first minute. The message is still sent without coordinates, and the device continues trying to determine its location. The information in this article applies to both the ZOLEO 1000 and ZOLEO 1500.

Why ZOLEO Displays “Location Could Not Be Determined”

A ZOLEO device needs a clear view of the sky to obtain location coordinates. Buildings, dense tree cover, steep terrain, vehicles, and large metal objects can block or reflect satellite signals and delay the location result.

The ZOLEO device uses its GPS receiver to determine its location. When the device is connected to a smartphone running a current version of the ZOLEO app, location information from the phone may also help improve accuracy. Location services and the required app permissions must be enabled on the phone.

If an accurate location isn't available after about one minute, ZOLEO sends the message without coordinates and continues searching. During an SOS, the device checks for an updated location every six minutes until accurate coordinates are available.

Improve GPS Location Accuracy on a ZOLEO Device

1. Move outdoors to an open area with the clearest possible view of the sky.
2. Place the ZOLEO device with its buttons and LEDs facing upward. Keep it clear of your body, backpack, vehicle, building, dense tree cover, and other obstructions.
3. Keep the ZOLEO device a few feet away from other satellite equipment and large metal objects.
4. Confirm that Bluetooth and location services are turned on and that the ZOLEO app is connected to the device.
5. In the phone's settings, allow the ZOLEO app to access location information at all times. Enable precise location, if that option is available.
6. Turn off Low Power Mode or Battery Saver. Confirm that Airplane Mode is off.
7. Install the current ZOLEO app and phone operating-system updates.
8. Connect the ZOLEO device to the app and install any available device software update. In the ZOLEO app, go to Settings > My Connected ZOLEO Device > About My Device > Device Software Update.
9. If the device was just turned on or its battery was fully discharged, wait at least one minute before sending another Check-In or Location Share+ update.

After improving the device's view of the sky, send another Check-In or Location Share+ update. During an active SOS, don't start a second SOS. The device will continue checking for an accurate location automatically.

Contact ZOLEO About Repeated Location Errors

If the message continues to appear in an open area after you complete the steps above, send your ZOLEO app logs and contact the ZOLEO Customer Experience Team.

1. In the ZOLEO app, go to Settings > Help > Send Logs to Support.
2. Note the approximate date and time when the message appeared, including your time zone.
3. Contact the ZOLEO Customer Experience Team and confirm that you sent the app logs.

Include the following information in your support request, if available:

• The ZOLEO app version and device software version
• Your phone's make, model, and operating-system version
• The approximate date and time of the message, including your time zone
• Your device's 15-digit IMEI, found on the back of the ZOLEO device or on its original packaging
• Your MyZOLEO account number and billing address
• A summary of the troubleshooting steps you completed

To find your account number and billing address, sign in at myzoleo.com and select My Account. Your account number appears beside Number in the Account Balance card. Your billing address appears under Billing address in the Payment Method card.

Image: The My Account page shows the account number in the Account Balance card and the billing address in the Payment Method card.

Don't include your password, verification codes, or complete payment-card information in your support request.