Follow these troubleshooting methods if the app is recording incorrect mileage, if you see straight lines, or if the app is crashing.
Here are the most common reasons you might run into a problem with the mileage tracker: 1) running an old version of the app, 2) incorrect location settings, 3) too many other open apps, 4) overloaded memory, 5) closing the app in the middle of a drive, and 6) forgetting to end a drive.
1. Check that you have the latest version of the app
You can update the app at any time by going to the App Store. You can check your current version by heading to the settings page of your app.
You will also want to make sure your device's OS is up to date! You can also to go Settings on your phone > General > Software update. If an update is available, tap "Install now."
2. Check your location permission settings
- Incorrectly setting location permissions is the most common cause of mileage tracking. If you don't allow the app to track your location, it won't be able to do its job.
- If you don't allow the app to track while the app is in the background, it will stop tracking once you open another app such as Google Maps.
- Note, Stride only tracks your location when you turn the tracker on. We aren't capable of tracking your location with the mileage tracker off or allowed to do it at all.
- Open the Settings app on your phone
- Click "Privacy"
- Click "Location Services"
- Scroll down to Stride, and ensure that your location permissions are set to "Always"
You'll also want to make sure that Precise Location is toggled on and enabled to ensure accurate tracking.
3. Close apps that you're not using!
Running too many apps at once can affect your phone's ability to track your location. If you have a ton of other apps open, they'll all be competing for the forefront and will be trying to use your phone's location software.
- Close any other apps that you're not actively using (by double-tapping your home screen and swiping up on them) when you use Stride.
- Bring Stride to the foreground of your screen once per hour. This will "remind" your phone that it's still using your location settings on purpose and will prevent other apps from taking the foreground and interrupting your drive recording.
4. Don't overload your phone memory by using too many apps at once.
When you run too many apps at once, you overload the phone's memory, especially with older models. This can result in your iPhone automatically stopping a drive recording or may even cause a crash.
To prevent memory overloads:
- Perform a soft reset. This will to clear the memory on your phone and takes about two minutes. It's essentially just shutting down your app and then turning it back on -- it won't do any harm to your data.
- When driving, close apps that aren't specifically related to your job. Keep the essentials open such as Google Maps, your company's platform, and the Stride app. Close out your social media, games, and video streaming apps.
5. Don't swipe to close the app in the middle of a drive
When you swipe to close the app in the middle of a drive, the mileage tracker will continue tracking time, but not mileage. Then when you go to reopen the app, it will connect a straight line between the point at which you closed the app and the point at which you reopened it.
- If you need to correct a drive, tap on the green "+" button and select Add Expense > Add Miles Manually
- You can also tap on the go to the setting page and tap "Add a trip manually?" You'll be able to enter and save manual drive information here, too.
6. Always remember to end a recording when you stop driving
If you forget to stop the tracker when you're done driving, you'll see the app record all kinds of strange lines and will show record times of 24+ hours. Please note, your phone may shut down the Stride app if it’s left in the background of your phone for long periods of time. It’s not the intended use of the app to be left open continuously like this. You'll want to make sure you turn off the tracker when you're done to ensure this doesn't happen, or else you'll have to delete the entire drive.
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