Troubleshooting collars

If you're experiencing issues with a collar, read below for information about troubleshooting, checking whether a collar is broken, and alerts about faulty collars and replacements.

Troubleshooting in the app

1. Locate the collar on the pasture. Make sure that the device is within sufficient distance from you to establish a Bluetooth connection.

2. Navigate to the collar page in the app. Select the "Settings" icon in the top right corner to open the Settings menu.

3. Select the "Troubleshoot collar" option from the menu. After selecting the troubleshooting option, follow the instructions in the app.

The troubleshooting procedure takes about 5 minutes. You will receive step-by-step guidance. If the issue cannot be resolved, a report will be created, allowing you to submit a support ticket directly from the app.

Broken collar checklist

1. Can you connect via Bluetooth? You can connect to the collar via Bluetooth by going to the "Collars" page in the app. Make sure that location services are enabled on both your phone and the Nofence app, and that the phone is within 10 metres of the device.

2. Have you performed a restart of the collar? A restart involves physically removing the battery. Wait a few seconds, then insert the battery again. When the battery is reinserted, the collar should play a startup sound. If the startup sound does not play, we recommend trying a different battery.

3. Have you performed proper maintenance? If not, try the following:

   • Remove debris from inside the collar

   • Clean the battery poles with a cotton bud or soft brush

   • Apply a small amount of acid-free Vaseline on the battery poles

   • Reinsert the battery

In-app alerts for collar faults and replacements

Alert: Faulty collar detected The "Faulty collar detected" alert appears when we find a problem with your collar that cannot be fixed remotely. What happens next: A replacement collar will be sent to you automatically. In the meantime, keep an extra eye on the animal until the new collar arrives.

Alert: Due for replacement This alert appears when a collar has been reported faulty and is beyond repair. A replacement has been registered, but the new collar has not yet been shipped. What it means for you: The faulty collar should not be used with animals. A new collar is on its way.

Alert: Collar replaced This alert appears once the replacement collar has been shipped. What it means for you: Expect the new collar to arrive soon.

Still having issues?

You can contact Nofence customer support by submitting a support ticket.