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Super Contributor
Posts: 401
Registered: ‎06-03-2011
My Device: 9900
My Carrier: O2

Blackberry Protect: Cannot locate device

I have GPS location services on.

Protect is on and set to allow everything.

 

But when I go to the Protect web site to test how it works, and under My Device, Location, it will not find it and asks me to ensure everything is on.

 

What else can I do to make it work?  Surely it would at least know the last location of it?  As I know it cannot always see the phone if you are in a building.

 

I ran the test standing outside, with the GPS 'refreshed' and knowing my est. address.

 

Simon

Posts: 94,493
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Registered: ‎04-01-2008
My Device: Passport • Z30 • Z10 • Torch9850 • Playbook
My Carrier: Verizon

Re: Blackberry Protect: Cannot locate device

Is the device outside of a building when you are trying to locate it? Can you try that?

And yes, it should give you the last known location in which it was located.

 

I've had instances where mine (or my wife's) would not locate immediately, I tried again ten mins later and it did so correctly.

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Super Contributor
Posts: 401
Registered: ‎06-03-2011
My Device: 9900
My Carrier: O2

Re: Blackberry Protect: Cannot locate device

"I ran the test standing outside, with the GPS 'refreshed' and knowing my est. address."
Posts: 94,493
Likes: 24,392
Solutions: 6,349
Registered: ‎04-01-2008
My Device: Passport • Z30 • Z10 • Torch9850 • Playbook
My Carrier: Verizon

Re: Blackberry Protect: Cannot locate device

Yes, that should do it.


Like I said, keep trying. I've had it not work on one try, and then work a few minutes later.

 

If it doesn't , try calling your mobile provider technical support and ask them to escalate the issue up to RIM's tier two technical support, free of charge, for support on this issue.

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1. If any post helps you please click the Like Button below the post(s) that helped you.
2. Please resolve your thread by marking the post "Solution?" which solved it for you!
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Posts: 94,493
Likes: 24,392
Solutions: 6,349
Registered: ‎04-01-2008
My Device: Passport • Z30 • Z10 • Torch9850 • Playbook
My Carrier: Verizon

Re: Blackberry Protect: Cannot locate device

In addition, there are a number of workarounds and other resolutions located in this KB article.

Article ID: KB31273 Unable to view the location of the device from the BlackBerry Protect website

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1. If any post helps you please click the Like Button below the post(s) that helped you.
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Super Contributor
Posts: 401
Registered: ‎06-03-2011
My Device: 9900
My Carrier: O2

Re: Blackberry Protect: Cannot locate device

Tests were fine. I guess I'll just have to keep trying outside. Is it a case of, once it works, it will always work?

Seems strange that my phone can see where I am in the GPS, but the Protect web site cannot see.
Super Contributor
Posts: 401
Registered: ‎06-03-2011
My Device: 9900
My Carrier: O2

Re: Blackberry Protect: Cannot locate device

It's working! Got it to work on GPS on the window sill. Ta!
Posts: 94,493
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Registered: ‎04-01-2008
My Device: Passport • Z30 • Z10 • Torch9850 • Playbook
My Carrier: Verizon

Re: Blackberry Protect: Cannot locate device


simon_a6 wrote:
It's working! Got it to work on GPS on the window sill. Ta!

Great. Please mark the accepted solution on the post which helped you the most.

 

>> NEW! 10% discount on BlackBerry devices from ShopBlackBerry.com, including PRIV


1. If any post helps you please click the Like Button below the post(s) that helped you.
2. Please resolve your thread by marking the post "Solution?" which solved it for you!
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Forums Advisor I
Posts: 676
Registered: ‎05-29-2011
My Device: BlackBerry®PRIV
My Carrier: EE. UK

Re: Blackberry Protect: Cannot locate device

for future ref: the Curve 8520 does not have GPS. fought this was general.
Craig Ashcroft Elite UK
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Posts: 94,493
Likes: 24,392
Solutions: 6,349
Registered: ‎04-01-2008
My Device: Passport • Z30 • Z10 • Torch9850 • Playbook
My Carrier: Verizon

Re: Blackberry Protect: Cannot locate device

Yep, Craig, true on the 8520.

 

For the record, Simon doesn't have a 8520, but a 9900 which does have GPS. The above user has been asked in the past to update his profile, but hasn't.

 

Good reminder.

>> NEW! 10% discount on BlackBerry devices from ShopBlackBerry.com, including PRIV


1. If any post helps you please click the Like Button below the post(s) that helped you.
2. Please resolve your thread by marking the post "Solution?" which solved it for you!
3. Install free BlackBerry Protect today for backups of contacts and data.
4. Guide to Unlocking your BlackBerry & Unlock Codes
Join our BBM Channels (Beta)
BlackBerry Support Forums Channel
PIN: C0001B7B4   Display/Scan Bar Code
Knowledge Base Updates
PIN: C0005A9AA   Display/Scan Bar Code