Support Center

Spark Nano 3: Frequently Asked Questions

Last Updated: Oct 29, 2013 10:04AM EDT
--DEVICE RELATED--


What do I do with my Spark Nano 3  as soon as I receive it?
We recommend the device be charged via the AC adapter that is included with it for a minimum of 6 hours.  Then power the device by holding down the button on the bottom right side of the device for 3-4 seconds.  You will see a light flashing to indicate the device powering on and then attempting to connect with the network.  Please take the device with you and place it on the dash board of your car, facing skyward.   It also helps to take the device on a drive more than 30 minutes since it is motion sensitive.

 
What do all of these flashing light indicators mean?

There is a simple diagram and explanation in the manual on page 5: Click here for Manual and Photo


How do I know if my Spark Nano 3 is charging?
There will be a blue LED light flashing on the front face of the device on the battery indicator.

 
How do I activate my device?
All of our Spark Nano 3 Devices ship out already activated.  You simply need to log into our Platform site (http://www.track.bhs.net) with the login information that will be emailed to you.


How long will my battery last?  How often will they track?
This is all depending on how often the device is used because it is motion sensitive and you have a choice of tracking intervals.  Please refer to this chart for a general estimation of battery life.  Please be aware that you are not limited to 1, 5, 10 minute tracking. Depending on your needs you can have the device track more or less often: 
 


I just charged my device and it isn't displaying 100% battery.  Why?
These devices work on motion activation only.  The battery information comes from valid GPS messages sent from the device to our servers.  The site displays whatever the last valid battery indicator message that was received.  So if your device wasn't outdoors, in good GPS or T-Mobile 2G data signal, or wasn't in motion then those battery indicator messages will not have been received from the site to be updated.




--Track.bhs.net Frequently Asked Questions--
Please click on a question below to be brought to that article.

How do I log into my tracking site?
Is there an app for my cell phone or tablet?
How can I change my password or user name?
What do all these colors points/dots on my map mean?
What is a Breadcrumb trail?
What is the Live Tracker Window?
What is a Report?
How do a run a Report?
How long will this site hold my history?  How far back can I see?
How can I print this information out so I save it or email it?
How do I see where my target was on a certain date in the past?
If I cancel my service, will I be able to go back and look at my history and reports?
What is a Geofence?
How do I set up a Geofence?
Can I have the location of my tracker sent to me via email or text message automatically?   How?
What do the alerts say?

Basic Site Troubleshooting

How do I log into my tracking site?
By the time you receive your device in the mail you should have already received an email with our website URL and your user name and your password.  Simply go to http://track.bhs.net and then enter that information and click on the LOGIN button.
http://help.brickhousesecurity.com/customer/portal/articles/1215191-tutorial-video-gps-platform-tutorial-login
 

Is there an app for my cell phone or tablet?
We do not have a specific app at this time for mobile devices.  We do have a mobile version of our website though at http://track.bhs.net/m .  You would then log in with the same information you would on the full site on a computer.
 

How can I change my password or user name?
In the upper right section of the header near the Logout link it will state Welcome and your name.  If you click on your name you will have the option to change your password.  If you have forgotten your password and cannot login simply click on the Forgot Password link .  The site will ask for your username that you were assigned and your email address.
The username cannot be changed, it is automatically generated for record keeping purposes.
http://help.brickhousesecurity.com/customer/portal/articles/1215202-tutorial-video-gps-platform-tutorial-change-password
 

What do all these colors points/dots on my map mean?   
When viewing the history (breadcrumbs) of a device there is a difference to the status of the for each icon that is shown.  The green and white arrow icon will show the direction of travel while moving.  The stop sign shows when the device made a 0mph locate or was stopped.  Other color icons can represent if there was a particular alert triggered (Example: The target entered or left a geofence zone) at that location.
 

What is a Breadcrumb trail?
A breadcrumb trail is the historical path that a device has taken.  Think of this as if the device left "breadcrumbs" during the travel and these "breadcrumbs" can be reviewed at a later date to see the path.  The line connects the breadcrumbs to give you a visual trail of the trip that was made.


What is the Live Tracker Window?
The “Live Tracker” button will open up a separate window displaying your device’s location, as well as allow you to see past locations. Using the drop-down boxes on the bottom right of the window, you can adjust how often your screen refreshes and how many locations will appear on the screen. The counter on the bottom left of the window displays how long it will be until your screen refreshes.  
The “Set Refresh” is only to refresh the tracking page on your screen and will not affect the tracker itself and how often it locates on the map.


What is a Report?  
Reports are a way to get the the historical information for the devices out of the platform in an easy to understand list-like format.
 

How do I run a Report?  
The reports can be opened from the menu bar at the bottom of the page.  There are 4 different report types: Start/Stop, Alert History, Full History, and Frequent Visits.  All reports have the ability to select the device (if there are multiples) and a date range to report.
http://help.brickhousesecurity.com/customer/portal/articles/1215211-tutorial-video-gps-platform-tutorial-opening-a-report 


How long will this site hold my history?  How far back can I see?
The platform currently saves the device history for 90 days due to storage space concerns.  We recommend that you export the reports to Excel files and save them on a regular basis to reduce the chances of losing old tracking data permanently.
 

How can I print this information out so I save it or email it?
Yes, reports can be saved as Microsoft Excel documents that can be used as any other document.  These documents can be saved, emailed and printed. Simply click on the tiny Microsoft Excel symbol where it appears and choose where to save your report on your computer. 
 http://help.brickhousesecurity.com/customer/portal/articles/1215214-tutorial-video-gps-platform-tutorial-exporting-a-report


How do I see where my target was on a certain date in the past?
This can be done through a report.  Use the Full History report and search for the day that you would like to find the location of the device.  Each time that the device reports this time will show on the report with the address of the device.  This address can also be selected to show within Google Maps by clicking on it.
 

If I cancel my service, will I be able to go back and look at my history and reports?
After we receive your request to cancel service within a couple of days the history of your device gets erased and is lost permanently.  To prevent losing your tracking information, you can export the history into an Excel file to store for later.  You will not be able to log in after your account has been deactivated.
 

What is a Geofence?
A geofence is a defined boundary area  that allow alerts to be triggered when a GPS device passed in our out of this area.  Within the platform geofences can be created that are circular, polygon or the path of a route.
 

How do I set up a Geofence?  
From the Menu bar at the bottom of the page, select the Geofence button under the Alerts section.  From within the Geofence Alert setup select the 'Create New Geofence' tab at the top of the page.  Within the map view move and zoom the map to the desired location that the geofence will be created.  Select which type of geofence to create next to 'Map Control'     
 
Circle - To draw a Circle click on the map. Hold down and drag the radius out.
Polygon - To draw a Polygon click on the map. Click to create each vertice.
Route - To draw a Route click on the map. Click to create each turn.
 
The clear button can be used at any time to start over with the creation of a new geofence.  After the geofence has been created on the map, name the Geofence.  The Route Buffer provides an area around Route geofences, otherwise the area would be a single line.  The description field is optional and any information about this geofence can be entered.  Once completed select the 'Save' button at the lower right of the page.
 
The tracker must locate within the geofence in order to send out an alert.  Make sure that you make your geofence large enough so that your tracker can locate in it.  We do not generally suggest making a geofence around just a driveway or single house, but rather the block that the house is on.
http://help.brickhousesecurity.com/customer/portal/articles/1215222-tutorial-video-gps-platform-tutorial-setting-up-geofence-and-alerts 


Can I have the location of my tracker sent to me via email or text message automatically?   How?
There is the ability of the platform to send email notifications when alerts are generated in the system.  These alerts can include geofence, speed, panic and battery.  There is also the ability to use your mobile device to view the location of the tracker at any time.  To setup these alerts select the type of alert from the Alerts section of the Menu bar at the bottom of the page.  Then select the device to set up by checking next to the name.  Select which days to activate the alert along with a start and end time if needed.  Enter an email address or cell phone number by selecting the plus sign next to email address.  If using a cell phone number select the network carrier and press the done button.  Once all settings have been configured, select the Save button at the bottom of the Alert page.
 

What do the alerts say?
Here is an example of an Excessive Speed Alert:
 
"Generated Excessive Speed at 12/06/2011  8:01:09 AM
Message Received at 12/06/2011  1:01:09 PMUTC
Excessive Speed:70 mph
Last known position lon:-49.084503 Lat:67.707080
Co Rd 705, New York, NY, United States"


--TROUBLESHOOTING--


Why isn't my tracker showing up on the map at all?
Please make sure the tracker is powered on (press the power button on the side of the device until you see LED lights come on) and then place the device somewhere with a clear line of sight to the sky and take it on a long drive.  Remember that your device reports in intervals (anywhere in between every 1 minute or every 10 minutes) so the device does need to be outside and moving for at least a couple of those intervals for you to get a report.  If your problem persists, click on Live Chat in the platform at the upper part of the screen or email techsupport@brickhousesecurity.com   

My tracker shows several different reports within a 5 block radius.   Why?  Is this accurate?  
GPS devices often "drift" when reporting their location and this can depend on the surrounding of the GPS device.  Every time the device sends a new location it has to receive information form the GPS Satellites and this calculation can differ slightly.  The surrounding such as building, trees and the atmosphere can affect the quality of the location that the device provides.


My page is loading weird!  Why is some information not displaying?
This could be a compatibility concern with the web browser that you are viewing Track.BHS.net on.  We have optimized our GPS Platform to display its best on the most widely used web browsers such as Mozilla Firefox and Google Chrome.  If you are having problems viewing certain features on our site we recommend that you view it through Mozilla Firefox.  You can download and install it for free at http://www.mozilla.org/en-US/firefox/new/

Why is the mobile site not loading on my phone or tablet, but I can see it on my PC?
Please try to clear the cookies and cache on your phone's internet browser and load the page again.  You can also try using another internet browser on your phone such as Dolphin - which is available for free in the iTunes and Google Play store.  If you are still having problems, you will need to contact your mobile carrier or phone manufacturer for support.

My street view map is old!  How can I get this updated?   
The street view is a feature that is provided by Google Maps who is our preferred mapping vendor.  Google occasionally updates these images on their own.

I charged my device but it isn't tracking. What's wrong? 
 
If the battery died
on your Spark Nano and you charged it, you must also power it back on as the device will stay powered off.  Please hold down the power button until you see the lights react (about 2-3 seconds of holding it down)
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