> For the complete documentation index, see [llms.txt](https://phonetracker247-1.gitbook.io/support.phonetracker247.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://phonetracker247-1.gitbook.io/support.phonetracker247.com/help/troubleshooting/agent-app/overview.md).

# Overview

## 🛠 Troubleshooting – Agent app - Common Issues

This section helps you identify and resolve common problems related to the Agent and Admin apps.

***

#### 1. **GPS location is not updating**

**Possible causes:**

* Location permissions not granted
* Device GPS is turned off
* Background restrictions or battery optimization are blocking the app
* No internet connection on the monitored device

**Solutions:**

* Enable “High Accuracy” location mode
* Disable battery optimization for the Agent app.
* Ensure the device is online
* Use the Admin app or Control Panel to trigger a “Get GPS Now” command

***

#### 2. **No data is being synced from the Agent device**

**Possible causes:**

* The monitored device is offline or turned off
* The Agent app is not running in the background
* Required permissions were denied
* The device is not linked correctly to your account

**Solutions:**

* Open the Agent app to verify status
* Check permissions via Android settings
* Ensure the device is linked correctly to your Admin account

***

#### 3. **Call logs or SMS messages are missing**

**Possible causes:**

* Missing permissions (`READ_CALL_LOG`, `READ_SMS`)
* Android 10+ has restricted access to call and SMS logs

**Solutions:**

* Manually enable call and SMS permissions in device settings
* Use additional setup guides if Accessibility Services are required

***

#### 4. The **Agent app is not running in the background**

**Possible causes:**

* Battery optimization is stopping background processes
* The app was closed or killed by the system

**Solutions:**

* Go to: `Settings → Apps → [Your Agent app] → Battery`\
  Set it to “Unrestricted” or “Allow in background”
* Enable all background and autostart settings (varies by brand)

***

#### 5. **Admin app is not showing updated data**

**Possible causes:**

* The Agent device hasn’t synced yet
* Data upload is delayed due to the network or system queue

**Solutions:**

* Check the internet connection on both devices
* Use the Admin app or cPanel to send a manual “Sync Now” request

***

#### 6. **Cannot log in to the PermissionAdmin app or Control Panel**

**Possible causes:**

* Incorrect email or password
* Account not yet activated

**Solutions:**

* Use “Forgot Password” to reset credentials
* Check your email inbox (and spam folder) for the verification email

***

#### 7. **Photos or media are not backed up**

**Possible causes:**

* Missing file access permissions
* On Android 11+, `MANAGE_EXTERNAL_STORAGE` permission is required

**Solutions:**

* Grant full storage access in Android settings
* Make sure any file manager or security app does not restrict the app

***

#### 8. **Play Protect warning: “Unverified app” or “Potentially dangerous”**

**Explanation:**

* The Agent app is installed outside of Google Play so that Play Protect may issue a generic warning.

**Solutions:**

* Temporarily disable Play Protect during installation.
* Always download the APK from our official website to ensure safety.


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