Troubleshooting

Huan is reporting my pet was last seen a long time ago/No Signal

IMG_2133.PNG

Make sure your pet is nearby when troubleshooting.

To ensure the signal from your pet reaches your phone for testing purposes, make sure you are in close proximity to your pets' tag. This will make it much easier to determine if the tag is working properly.

IMPORTANT: There is no need to pair the tags to your phone. Huan tags do not require a connection to your phone in order to work and do not have a PIN Number. 

Has it been a while since you've received your tag? Try replacing the battery

Huan Tags can last up to a year, but it's a good idea to pre-emptively replace the batteries just in case if it's been more than 6 months since you received your tag/last replaced your battery. 

Tiny Huan tags require a new battery every 2-3 months.

Please see our battery replacement guide - it only takes a few seconds!

Check for Firewalls or similar apps

Firewall/Security apps (such as Avast Omni, Guardian, or Lockdown) can sometimes block the Huan App from updating. Please make sure to disable any security apps while troubleshooting. 

On iPhone: Fix Location Permissions

Huan can not work without location permissions, and will display a prominent warning if location permissions are disabled: 

IMG_3657.PNG

In order to make sure Huan can detect tags in the background, tap on the red warning icon, and set location access to 'Always':

IMG_1598.PNG

Your iPhone will display pop-up dialogs from time to time, reminding you that Huan is using your location in the background. Make sure to keep the same level of location authorization, otherwise, your Huan app will not be able to monitor your tags!

On iPhone and Android: Make sure Bluetooth is Enabled

Huan tags use Bluetooth signals to announce your pets' location to nearby users (and reach your phone). If Bluetooth is disabled, Huan will display a warning on the main app screen, notifying you that pet protection is disabled:

IMG_1629.PNG

Enable Bluetooth in your phones' preferences panel to ensure Huan Tag signals are received correctly.  

On Android: Restart your phone

Google's Android Operating System can sometimes stop "listening" for tag signals. A phone restart usually helps restore connectivity.  

 

Huan isn't updating my pets' location

Huan does not continuously update your pets' location as long as they're nearby, in order to save energy and make sure your phone does not use too much battery. If you'd like to enable background location updates even if your pet is close by, you can turn on 'High Accuracy Mode' inside the Settings Page. When using High Accuracy Mode, Huan will try to detect your pets' location even if they did not go in or out of range.

IMG_1630.PNG

Contact Us!

If your Huan Tag is still misbehaving, please contact us using the form on this page or using the built-in contact form inside the app, and we'll be happy to assist you.


How did we do?

Powered by HelpDocs (opens in a new tab)

Powered by HelpDocs (opens in a new tab)