Guard Troubleshooting

The pages below each cover one problem: what you see, why it happens and how to fix it.

Quick checks

  • The Guard app runs on any Android 6 or later handset. Current builds carry document reading inside the app, so Google services are no longer required for it, despite what the document-reading setting label says. Prove it on one handset before rolling out to a fleet without Google services.
  • A setting appears to have no effect. The app loads its settings at login: have the officer log out and back in.
  • Every setting appears to be off on a new handset. The app only learns its settings once it has completed an online login. Until then it behaves as though everything is switched off: no document reading, no face requirement, no alternative-driver offer. Log the handset in on a working connection before it is issued.
  • Plates are not recognised. Confirm rotation lock is not active on the handset, and check that the correct territories are selected on the ANPR panel.
  • “Waiting for the text recognition model to be downloaded”. This message comes from older Guard builds, which fetched the document-reading libraries from Google Play Services on first use. Update the app to a current build. If the handset must stay on an older build, it needs internet access and a working Google Play Store account. If it persists, update Google Play Services, or clear its data via Settings > Apps > Google Play Services > Storage > Manage Space > Clear All Data.

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