Asterium Family Locator Troubleshooting and frequently asked questions Saint-Petersburg 2018 version 1.0 at June 8,.2018
Troubleshooting and frequently asked questions 2 Table of contents What models are supported? How much does the app cost? What do I get for this money? Is it a one-time fee or a monthly fee? Is there a trial period? Is there a monthly fee? What is the cost of Premium Access? How to connect a kid watch to the application? Connecting with Android Connecting with ios Connecting with Windows Phone 8.1 / 10 The watch doesn't go online! The watch not work anymore with the old app! How to set up APN in your watch? No connection to the watch, nothing works! Quickly discharged! Strangeness with the key 1! Ugly accuracy of coordinates! The wiretapping isn't working! Can not hear the incoming call! I can not hear the caller! The removal sensor does not work! Removal sensor lies! The history of the movement is empty! Geofences don't work! Nothing works at all! Coins did not appear on the account!
Troubleshooting and frequently asked questions 3 The app says that the watch is already registered! How do I add a second parent? Add a parent in Android Add a parent in ios Where to go for help?
Troubleshooting and frequently asked questions 4 1. What models are supported? All modern kid GPS watches, that work with SeTracker and AIBEILE, are also compatible with Asterium. For example: Wonlex, Q50, Q60, Q80, Q90, GW100, GW100S, GW200, GW200S, GW300, GW500S, GW600S, GW700, GW800, GW900, GW900S, GW1000, EW100, K911, Titan Watch Q50 and many other. You can easily make sure that your watch model is compatible with the Asterium app, if the watch, according to the instructions, support the diagnostic SMS command: pw,123456,ts# 2. How much does the app cost? Unless otherwise specified in the mobile app, by default, we charge a one-time fee for connecting each watch to your Asterium account. The final cost may vary from your region, exchange rates and tax rates, but is usually $5.50 (all prices in USD). The actual cost is always indicated in the mobile application. 3. What do I get for this money? For this money, you get full control over your watch and the ability to monitor them in real time using a mobile application or website: https://ionsat.ru. Additionally, you get technical support via email and support portal: http://qa.asterium.ru for the whole life of the device. After connecting the watch to your Asterium account, you can view its location on an interactive map, view the event history for 2 days, the movement history for the last 48 hours, and set 2 geofences to receive notifications about entering / leaving them. 4. Is it a one-time fee or a monthly fee? This is a one-time fee for the entire lifetime of the watch. In case of failure of the old watch, we help to connect new ones for free - just contact our support team. 5. Is there a trial period? Kid watches can be connected free of charge for a trial period of 7 days. The trial period is available for Android and ios users. You can use the trial period only once for an account and only once for a specific watch ID. Reuse the trial period for the same watch will not work.
Troubleshooting and frequently asked questions 5 6. Is there a monthly fee? There is no mandatory monthly subscription. Instead, we offer to purchase Premium Access to extend some features of the application that do not affect the operation of kid watches directly. Without the Premium Access, the work of kid watches and their features are not limited in any way. Premium Access extends the capabilities of the application as follows: a) Allows you to view the history of movement for any day; b) Allows you to view the history of events for the last 30 days; c) Allows you to set an unlimited number of geofences; d) Allows you to manage your watch through a web portal: https://ionsat.ru ; 7. What is the cost of Premium Access? Premium access costs $1.00 for 30 days and $10.00 for 360 days (all prices in USD). The final cost may vary from your region, exchange rates and tax rates. The actual cost is always indicated in the mobile application. 8. How to connect a kid watch to the application? Connecting a kid watch to the Asterium mobile app is very easy, just follow the instructions given below for each mobile platform. Before you connect your watch to the app, be sure to check the following: a) The watch is on and fully charged; b) The watch is restarted after the SIM-card is inserted; c) A SIM-card of the correct size is installed correctly in the watch; d) SIM-card in the watch supports work in 2G networks; e) The balance on the SIM-card in the watch is positive; f) Mobile Internet (GPRS) option is enabled on the SIM-card in your watch;
Troubleshooting and frequently asked questions 6 Connecting with Android 1 When you first start the app, tap the watch image. 2 Select a watch from the list. 3 Enter manually or scan the 10-digit device ID or the 15-digit Reg Code from the back of the watch and tap Next. 4 Tap Send SMS" and send the proposed SMS with the required settings to your watch. Wait for a reply message from your watch. After that, tap Next. 5 Wait for the watch to communicate with the server. If everything is in order, then it will not take more than 5 minutes.
Troubleshooting and frequently asked questions 7 6 As soon as the watch comes on, the application will immediately report it. To complete the procedure for connecting the watch to your account, tap the "Next" button at the bottom of the screen. If you connect the watch for the first time, they will be connected for a trial period of 7 days. Otherwise, the application will ask you to purchase coins and pay them the completion of the procedure. Connecting with ios 1 When you first start the application, tap the + Add device button. 2 Enter manually or scan the 10-digit clock ID or the 15-digit Reg Code from the back of the watch, specify the phone number of the SIM card of the watch. If desired, change the name of the device displayed on the map. Tap Next to proceed to the next step. 4 Tap Configure by SMS " and send the proposed SMS with the required settings to your watch. Wait for a reply message from your watch. After that, tap Next. 5 Wait for the watch to communicate with the server. If everything is in order, then it will not take more than 5 minutes.
Troubleshooting and frequently asked questions 8 6 As soon as the watch comes on, the application will immediately report it. To complete the procedure for connecting the watch to your account, tap the Associate" button at the bottom of the screen. If you connect the watch for the first time, they will be connected for a trial period of 7 days. Otherwise, the application will ask you to purchase coins and pay them the completion of the procedure.
Troubleshooting and frequently asked questions 9 Connecting with Windows Phone 8.1 / 10 1 When you first start the app, tap the round + button. 2 Enter manually or scan the 10-digit clock ID or the 15-digit Reg Code from the back of the watch, specify the phone number of the SIM card of the watch. If desired, change the name of the device displayed on the map. Tap the round button with arrow to go to the next step. 4 Tap Configure by SMS " and send the proposed SMS with the required settings to your watch. Wait for a reply message from your watch. After that, tap Next. After that, return to this screen and tap the round button with arrow to go to the next step.
Troubleshooting and frequently asked questions 10 5 Wait for the watch to communicate with the server. If everything is in order, then it will not take more than 5 minutes. 6 As soon as the watch comes on, the application will immediately report it. To complete the procedure for connecting the watch to your account, tap the " Add " button at the bottom of the screen. If you connect the watch for the first time, they will be connected for a trial period of 7 days. Otherwise, the application will ask you to purchase coins and pay them the completion of the procedure. 9. The watch doesn't go online! There are several reasons for this, the main thing is not to lose self-control and not to panic. First, be sure to check the recommendations given in the section How to connect a kid watch to the application? Secondly, the ID/Reg.Code on the back cover of the watch may not correspond to those installed in the factory. It happens, just find out the real ID of the watch sending an SMS with the following text: pw,123456,ts# And then, connecting the watch to the application, specify the ID from the received reply. Thirdly, you may need to configure an APN in the watch itself. To do this, please follow the instructions supplied with the device. And finally, the worst option-the watch is simply not compatible with the Asterium app. In this case, you need to use some other application.
Troubleshooting and frequently asked questions 11 10. The watch not work anymore with the old app! Of course, your watch is designed in such a way that it can only work with one application at a time. You can easily return your watch back to work with SeTracker or AIBEILE directly from the Asterium app (or manually) by sending the appropriate SMS to them. Android ios Open watch properties in the app. Find the "Troubleshooting" section and tap Configure device button ( Configure by SMS in ios). Select the server of the required application on which your old account was registered and send the proposed SMS to the watch.
Troubleshooting and frequently asked questions 12 Also, to restore the operation of the watch with the old app, you can send SMS to the watch manually, here is a list of SMS according to the apps and regions: Mobile app SMS Server SeTracker AIBEILE pw,123456,ip,58.96.181.173,8001# pw,123456,ip,54.207.93.14,8001# pw,123456,ip,54.153.6.9,8001# pw,123456,ip,54.169.10.136,8001# pw,123456,ip,52.28.132.157,8001# pw,123456,ip,112.95.164.119,7755# pw,123456,ip,a62.gps18.com,7755# HongKong South America North America Asia and Oceania Europe and Africa Old New * When typing SMS manually, pay attention to the arrangement of dots and commas. 11. How to set up APN in your watch? To configure the Internet access point (APN) in the watch, please follow the instructions supplied with the device. Typically, this can be done with the following SMS command: pw,123456,apn, apn_name, login, password # where apn_name, login and password provides the mobile operator of the SIM-card used in the watch (if you do not have a password, you can leave it blank). 12. No connection to the watch, nothing works! If you are confronted with the fact that the location of the watch on the map is not updated for a long time, you can not initiate a wiretap or change the watch settings, the watch mark on the map has become gray, then you should check the following: a) Balance on the SIM-card of the watch. It is necessary to make sure that it is positive and sufficient for the operation of outgoing calls and Internet access. Please note that the watch call absolutely does not prove the lack of balance problems and is not a reliable check of their proper functioning; b) The watch may hang, try restarting it by long pressing the power button; c) Accidentally or intentionally, the settings in your watch can be cleared and they will stop sending data to the Asterium. Use the recommendations from the section The watch not work anymore with the old app!, but send an SMS to your watch with the settings of the Asterium server.
Troubleshooting and frequently asked questions 13 d) Check the SIM-card recommendations from the section How to connect a kid watch to the application? If these recommendations do not help, then contact Asterium technical support, and when you contact us, be sure to indicate the answer of your watch on SMS: pw,123456,ts# This will help to understand and fix the problem as quickly as possible. 13. Quickly discharged! The watch is designed to work up to 3 days without additional charge. To do this, the watch must be correctly configured in the Asterium application: a) Set the geolocation period (location update rate) to 10 minutes; b) Enable power saving mode; c) To turn on the pedometer; If you are a happy owner of a watch with GSM 3G support, you need to configure the watch as follows: In the "Operation mode" menu there is a Network selecting section. It is necessary to select GSM only. After that, the watch will work in 2G mode and keep the battery charge longer. Please note that in this case you need to use a 2G GSM SIM-card in your watch. 14. Strangeness with the key 1! If you want to make a call to parents instead of sending a voice message and the make Friends function, as well as the phone book to be available by a short press on the key 2, then send the following SMS to your watch: pw,123456,makefriend,0# 15. Ugly accuracy of coordinates! High accuracy of coordinates is guaranteed only outdoors when using GPS/GLONASS satellite signals and disabled power saving mode in the Asterium app. Indoors, where the signal does not penetrate from satellites, the watch determines the location using the nearest cellular stations and (in the presence of hardware support) wifi network signals. Alas, this method gives an error of up to 3 kilometers, but nothing else remains. In addition, the Asterium app allows you to display the location of the watch on the map using multiple coordinate sources: GPS, WiFi, LBS. Depending on your situation, you can switch between these sources to get the most accurate location information. Along with this, you can choose the automatic mode of displaying coordinates (GPS + WiFi + LBS or GPS + WiFi). In this mode, the application displays the watch on the map taking into account the latest data without regard to their accuracy. For example, if there is no GPS signal, the location will be displayed based on the signals of the surrounding WiFi networks. When
Troubleshooting and frequently asked questions 14 manually switching between coordinate sources, always refer to the time of receiving the coordinates from the selected source, as well as the number of satellites that are now in the visibility zone of the watch (both indicators are displayed above or below the interactive map). Please note that cheap watch models on aliexpress can be supplied without GPS module - this is the worst option, as such watches will never be able to be positioned with an accuracy of 10 meters. 16. The wiretapping isn't working! Make sure that you use your telephone number to operate the wiretapping function. This function works in such a way that the watch itself will call your phone number (or any other that you specify). If this does not help, please refer to the recommendations in section No connection to the watch, nothing works!. 17. Can not hear the incoming call! Please make sure that the volume in the Asterium app is set to Loud + Vibro in the watch settings. Try to set this mode again and check the ringer volume on the watch. If this does not help, make sure that the watch is not set to Do not disturb. Just in case, add one period to the DnD mode, save the settings, and then delete this period. 18. I can not hear the caller! You can adjust the volume of the interlocutor on the watch itself. All models support this setting during a voice calling. Just call the watch, accept the call and adjust the volume of the speaker by pressing 1 and 2 keys or on-screen keys (touch screen) of the watch (depending on the model). 19. The removal sensor does not work! Perhaps this is the most mysterious function of the watch. Please note that not all watches are equipped with a removal sensor. The sensor is a photocell behind a small transparent window on the back cover of the watch. On cheap models, instead of a photocell, a stub is installed. The watch itself generates a removal alert, the notification of which you receive through the Asterium application. To trigger such an alert, several conditions must be met: a) The watch should be snug against the arm for at least 5 minutes; b) It should take at least 15 minutes from the last removal alert; c) The removal sensor must be enabled in the watch settings in the Asterium app;
Troubleshooting and frequently asked questions 15 20. Removal sensor lies! The On hand" indicator in the Asterium app is updated with the selected location update rate (every minute, every 10 minutes, etc.), as well as instantly when an alert is generated about the removal from the hand by the watch itself. Of course, for this function to work, the watch must have such a removal sensor, and it must be enabled in the watch settings in the Asterium app. 21. The history of the movement is empty! Only coordinates obtained using GPS/GLONASS technology get into the history of movement. Make sure that the watch settings in the Asterium app have an acceptable geolocation period (location refresh rate). If the road from home to school takes 5 minutes and the period is set to 10 minutes, then most likely the child will reach the school before the GPS module is awakened to try to determine the coordinates. 22. Geofences don't work! Geofences respond only to coordinates obtained using GPS/GLONASS technology. Other coordinate sources do not participate in geofences as the least accurate and reliable. This helps to avoid false alerts and save the nerves of parents. 23. Nothing works at all! Well, it's a rather strange situation - everything has its own reason. The Asterium application is positioned as a tool that supports all the functions of kid watches, and we, as developers and parents, ourselves use this tool daily. But there are no unsolvable problems - be sure to thoroughly read all the points in this document and if nothing helps, please contact our support. We will help you to deal with all the issues! 24. Coins did not appear on the account! This happens for various reasons, but there is no reason to panic. If the coins did not appear on the account immediately after the purchase, make sure that you are using a stable WiFi connection on your smartphone, restart the application and go to the shopping list again. At this point, the application will retry to process all pending transactions and the coins will definitely appear in your account. Please note that there may be a 48-hour delay when you purchase coins from your SIM account.
Troubleshooting and frequently asked questions 16 25. The app says that the watch is already registered! If the watch is already connected to the account, it cannot be reconnected by another user for security reasons. But you can always ask the account owner to give you access to the watch, see How do I add a second parent? 26. How do I add a second parent? With Asterium you can provide access to the monitoring and management of kid watches to any number of users. Add a parent in Android 1 Open the watch properties in the Asterium app. 2 Specify the user's skytag and press the square key"+". Skytag user must be specified in the format username#0001. You can find out the user's skytag on their smartphone in the main menu of the application and on the profile page.
Troubleshooting and frequently asked questions 17 Add a parent in ios 1 Open the watch properties in the Asterium app. 2 Tap the + key in the upper right corner of the screen. 3 Specify the user's skytag and press the "Share access" button. Skytag user must be specified in the format username#0001. You can find out the user's skytag on their smartphone in the main menu of the application and on the profile page. In addition to these methods, both parents can share the same account on their smartphones. 27. Where to go for help? We are always happy to help and answer any questions about the watch, Asterium app and this guide! As soon as you have any questions that this guide is not able to answer - just contact us at support@asterium.ru at any time of day or night!