Your dog’s Pet Pin will appear as a solid color when it is showing an accurate location on My Map, and dimmed when the current location is unavailable (in this case, the Pet Pin will display the last known location).

There are four reasons why your dog’s current location might be unavailable in the app, and your dog’s Pet Pin will indicate which of these is the cause.

1. Collar’s battery needs to be charged. The Pet Card will indicate if your collar needs to be charged, is currently charging, or is fully charged.

2. No connection between collar and app. Your Pet Pin will display circular rotating arrows, and the Pet Card will say “Attempting to Connect…” and display troubleshooting suggestions. Even when your collar is not connected to your phone, it is still keeping your dog safe.

3. Low GPS signal strength. You will see a ‘paused’ icon at the top of your Pet Pin, indicating that fence feedback is paused until GPS signal improves. You can always view the GPS signal level on the Pet Card.  

4. Your app was recently opened. When you first open your app, you will see “Updating…” on the Pet Card while your phone connects to your collar to retrieve its location.

Once you address the issue(s) above, your dog’s Pet Pin will turn solid and their location will update.