Support Center

Trackport 2.0 Vehicle Tracker- Frequently Asked Questions

Last Updated: Apr 22, 2016 09:33AM EDT
NOTE- This help article is regarding Trackport 2.0 GPS Devices sold after 12/3/15. If your device was purchased before this date please check the Trackport 1.0 FAQs here:
http://help.brickhousesecurity.com/customer/en/portal/articles/2159895-trackport-gps-vehicle-tracker---frequently-asked-questions-


--DEVICE RELATED--

How do I activate my device?  How do I turn it on?
All of our Devices ship out already activated.  You simply need to log into our Platform site by going to www.brickhousesecurity.com, hover over Login at the top and select GPS Tracking on the drop-down menu ( gps.brickhousesecurity.com) and use the login information that will be emailed to you.  If you haven’t received your email yet then the programmers are in the process of making your acct and you will receive it as soon as they are done.  Please also check your spam filters in your email address to be on the safe side.  


What happens when my car turns off?  Will this stop tracking?
This device is designed to be powered by your car's battery.  When the car’s ignition is turned off and no power is provided, the device will not track. Some vehicles will still provide power even when the ignition is powered off. In that case then the device will then try to track every 6 hours.  If your vehicle still provides power when the ignition is off then please remove the tracker if the car will be powered off for long periods of time ( more than a day or two) because it may drain the battery. Please check your vehicle's owners manual for details.

When the ignition is turned back on and the car starts to move, it will track once every 1 minute of motion.



How do I install this device?
 Plug the TrackPort into your car’s OBD-II port. OBD-II ports became standard in all vehicles manufactured for sale in the United States after January 1st, 1996. They are normally located under the dashboard on the driver’s side of a car. Consult your vehicle’s owners’ manual if you are not sure where the OBDII port is located in your car.




Why isn't my device tracking?
Please make sure that the device is securely plugged into the port. GPS devices get their coordinates by connecting to as satellites and their sending their locations via local cellular networks. If the device is surrounded by too much metal or concrete then the signal might be strong enough to provide locations with any accuracy.

Depending on the location of the vehicle's OBD-II port this might affect the tracking on this device. Some types of vehicles may have these concerns more than others. Examples of such vehicles include hybrids, luxury vehicles, trucks, vans and SUVS.


This model uses Verizon's cellular signal. After you place your unit into a vehicle's power for the initial test drive it can be 24 hours before that connection is finished. Please allow that amount of time to see tracking displayed on the map.

--Gps.brickhousesecurity.com 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 gps.brickhousesecurity.com and then enter that information and click on the LOGIN button. You can also go to our main site. www.brickhousesecurity.com and click on LOGIN in the upper right of the page.

Video Tutorial - http://help.brickhousesecurity.com/customer/en/portal/articles/1916482-tutorial-video-gps-brickhousesecurity-com-gps-platform-tutorial-logging-into-the-gps-platform

 

Is there an app for my cell phone or tablet?
Yes. Currently available for Apple and Android. Search for the Brickhouse Trackview.

Please note if your unit was purchased prior to 7/5/15 it may not currently be compatible with the Trackview app. Please contact our support team at 800-654-7966 to inquire about upgrading your account to support the Trackview App.
 

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.

Video Tutorial - http://help.brickhousesecurity.com/customer/en/portal/articles/1908354-tutorial-video-gps-brickhousesecurity-com-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.
Video Tutorial- http://help.brickhousesecurity.com/customer/en/portal/articles/1917706-tutorial-video-gps-brickhousesecurity-com-gps-platform-tutorial-how-to-pull-past-history-using-the-calendar-feature


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.

Video Tutorial - http://help.brickhousesecurity.com/customer/en/portal/articles/1914232-tutorial-video-gps-brickhousesecurity-com-gps-platform-tutorial-how-to-pull-a-full-history-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. 

Video Tutorial - http://help.brickhousesecurity.com/customer/en/portal/articles/1914249-tutorial-video-gps-brickhousesecurity-com-gps-platform-tutorial-how-to-download-an-excel-copy-of-your-full-history-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.

Video Tutorial - http://help.brickhousesecurity.com/customer/en/portal/articles/1914249-tutorial-video-gps-brickhousesecurity-com-gps-platform-tutorial-how-to-download-an-excel-copy-of-your-full-history-report
 

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.

Video Tutorial - http://help.brickhousesecurity.com/customer/en/portal/articles/1914376-tutorial-video-gps-brickhousesecurity-com-gps-platform-tutorial-how-to-setup-a-geofence-safespots-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--


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 gps.brickhousesecurity.com 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. You can alternatively use our app.

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.

BEFORE CALLING SUPPORT :

Our support team will be asking you for the blinking light pattern on the device as a part of their troubleshooting.
Have this information with you and preferably have access to the device before you contact us for support for the fastest, most effective service possible.

Link to all Platform feature tutorials.
http://help.brickhousesecurity.com/customer/en/portal/topics/771430-gps-brickhousesecurity-com-help/articles


 
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