Bugs & Issues

If your problem is listed below, it is known to us and will be investigated. We will do our best to fix bugs and issues as soon as possible.

Mobile App

The following tips may offer a solution:

  • Do you have the audio volume of your phone on? Sometimes your ringtone is turned on but your audio volume is not. Try turning up the volume on your phone right after you start an activity, or go to your phone’s settings to turn up the volume for notifications.
  • Is your phone accidentally in ‘Don’t disturb’ mode or in ‘Airplane’ mode? You will not hear any notifications or audio from applications. Turn these functions off.
  • Check if your audio is working on another app.
  • Go to the App Store or Google Play and see if you can update the app.
  • Remove the app from your phone and reinstall it.

Is the audio still not working after this? Please contact us.

We are sorry that the route was not fully accessible. We ask you to always report these situations to us so that we can change this route for the next person.

Send a message with a clear indication of the street and/or intersection where you could not go any further. Please also send a picture of the inaccessible path if possible.

Did the app just stop for no reason? This may be due to the following issues:

  • Too many apps running at once – Make sure you don’t have too many apps running in the background. Smartphones may want to shut down an app if they have to keep many apps running in the background.
  • Outdated version of the app. We regularly update our app to fix bugs and make it more steady. Check if your app is up to date.
  • Open the app again. Is the problem still there? Remove the app from your smartphone and download it again from the App Store or Google Play.

Is the app still not working after this? Please contact us, we’ll be happy to help you.

Unfortunately, it sometimes happens that the next training from a plan is not released although you have completed the training before. We are working hard to find the cause of this problem and solve it at a future app update.

In order to continue to the next training session, it can sometimes help to restart the training session and stop it immediately. This will often release the next training course.

Have you already updated your app to its latest version? If not, do this first. Is the app still not working after that? Send us a message.

Please state in your message what type of phone you have and what went wrong when using the app. Try to be as accurate as possible, so we can solve the problem quicker.

Route planner

Currently there are no known problems using our desktop route planner. Are you experiencing a problem?

Please send us a detailed description of the functionality that does not work properly in the route planner. This way we can detect the problem faster and fix the bug.

Report a bug via the contact form.

Issues with GPS

GPS stands for Global Positioning System and consists of 24 satellites hovering over the earth. These satellites allow anyone with a GPS receiver to determine exactly where he or she is located, based on geographical length, latitude and altitude, anywhere on Earth.

Your smartphone communicates with these satellites through a GPS antenna, which is part of the hardware. The antenna is connected to the software by a driver. There are three main sources from which GPS problems can arise:

  1. The number of GPS satellites at the current location
  2. The quality of the GPS antenna in the smartphone
  3. The implementation of the driver in the control system

There are three ‘big’ GPS problems that can be distinguished from each other:

Lost GPS signal: When the GPS signal has been lost and is rediscovered a few moments later, the points obtained before and after the signal loss are connected in a straight line.

GPS drift: The GPS track differs from the road. You may see that the route follows the shape of the road, but with much less accuracy.

GPS bounce: A ‘jumpy’ GPS track can cause your activity to report more distance than you have actually covered since every ‘zig’ and ‘zag’ of your GPS track has to be captured with a straight line that connects them together.

GPS problems can have various causes. Unfortunately, no GPS is 100% accurate. Deviations are the rule rather than the exception.

This you can do yourself to get your GPS signal working again.

– iOS (iPhone)
– Android

Fix GPS problems on iOS (iPhone)
First, make sure you gave the app access to your location information.

  1. Go to ‘Settings’ > ‘Privacy’ > ‘Location Services’.
  2. Make sure that ‘Location facilities’ is enabled.
  3. Scroll down to find the eRoutes App.
  4. Tap the app and select the ‘Always’ option: gives access to your location even when the app is running in the background.

Note: This may look different for each device and iOS version.

Doesn’t this solve the problem? Then try the following:

  • Turn your phone off and on again.
  • Turn location information off and then on again. (Wait for about 5 seconds)
  • Make sure you always have a straight line to the sky.
  • Close all other apps.
  • Check if you have a GPS connection through another app that uses GPS. It’s best to use a different fitness app and not a navigation app like Google Maps, Waze or Apple Maps. In addition to GPS, navigation apps also use mobile towers to record your position on well-known roads and paths, which can create the illusion that your GPS is working perfectly.

Perform a GPS reset:

  1. Tap the home button twice. This will display all active apps.
  2. Swipe up the screens of all apps to close them.
    Then go to the settings and turn on the airplane mode.
  3. Once you have done that, go to Settings > General > Reset > and choose to reset the network settings via ‘Restore network settings’.
    (Note: you will need to re-enter all wifi-passwords after this).
  4. Once your phone is reset, go to Settings > Privacy > Location > Turn it off, and then turn it back on.
  5. Then go to Settings > Privacy > Locations > System > and set ‘Time Zone Setting’ off’.

Fixing GPS problems on Android phones
Make sure you gave the app access to your GPS data.

  1. Go to Settings > Location
  2. Set use wireless networks to “on”.
  3. Set use GPS satellites to “on”.

Give app access to your location:

  1. Tap Settings.
  2. Tap Apps.
  3. Tap the eRoutes App.
  4. Swipe from bottom to the top of the screen.
  5. Tap Permissions.
  6. If the slider behind ‘Location’ is colored, the location information for the app is enabled. Tap the slider to adjust the setting.

Note: This may look different for each device and Android version.

Doesn’t this do the trick? Then try the following:

  • Turn your phone off and on again.
  • Turn GPS off and then on again. (Wait about 5 seconds)
  • Make sure you always have a straight line to the sky.
  • Close all other apps.
  • Turn off any battery-saving settings.
  • Check if you have a GPS connection from a different app that uses GPS. It’s best to use another fitness app and not a navigation app like Google Maps. In addition to GPS, navigation apps also use mobile towers to record your position on familiar roads and paths, which can create the illusion that your GPS is working perfectly.

Perform an AGPS reset:

Perform an “AGPS reset”: Install the GPS Status & Toolbox app and then go to Menu > Tools > Manage A-GPS state > Reset.

GPS problems can have various causes. Unfortunately, no GPS is 100% accurate. Deviations are the rule rather than the exception.

This you can do yourself to get your GPS signal working better:

The first step is always to make sure you’ve given the app access to your location information. Is it turned off and you don’t know how to turn it on? Read how to do this under the question ‘How do I turn on GPS on my phone’.

Has the app access to your GPS location? But do you still notice that you don’t have a good GPS connection? Then try the following:

  • Check if you have installed the latest version of the app.
  • Set Airplane mode to ‘Off’ and WiFi to ‘On’, even if you don’t have a working WiFi connection and want to use the app on mobile data.
  • Turn off all battery saving settings and/or a power-saving mode.
  • Open the app and make sure you have a direct line to the air. Don’t stand in a building or under a bridge.
  • Your phone may not be calibrated properly with nearby GPS satellites. Click on ‘Again’ to try again.
  • GPS problems are more common when it is heavily cloudy or in locations with tall buildings and/or trees nearby. There is less visibility on the satellites so you are less likely to get the signal from 3 satellites (the minimum requirement to be able to determine your location). Then look for a large open space, for example, a large open square where you can make a straight connection to the sky.

An additional tip for Android users: enable high-accuracy mode

  1. Open the Settings app on your Android phone.
  2. Tap Location.
  3. Turn on Location at the top.
  4. Touch Mode > High Accuracy.

GPS performance may vary by day
Even if your phone is in the same place and the same setting as before, it may behave differently from one day to the next. Normally your phone needs to receive signals from about 5 satellites to get an accurate estimate of the position of the device. With the changing position of the satellites, changing weather patterns, and the changing nature of the Earth’s outer atmosphere, there are enough parts of the GPS system outside of your direct control and perception that it is difficult to draw conclusions about what specifically causes inconsistent performance.

Is the bug you're experiencing not listed?