Before contacting us for support, please ensure you have checked the FAQs below.
Most problems will be solved via the following:-
1. Check you have the latest version of the app. If your problem is due to a bug in the app, chances are its already been fixed in a newer version that is already available. To check for an update go to the
ExplorOz Traveller app listing in the app store you use - an Update button will appear if the store detects your device doesn't have the latest version. DO NOT UNINSTALL
2. Close/Restart app. Some problems resolve themselves with an app reboot but not unless you are doing it properly. If you have an iPad or iPhone you have to double tap the
Home button on your device, then swipe up on the
ExplorOz Traveller app card to close the app. If you have an Android device, you have to press the button that shows all apps currently open (bottom left on Samsung) and then swipe left or right on the
ExplorOz Traveller app to close it. On Windows you use the TaskView button and tap the X in the top right corner. When you re-open the app after it has been properly closed, it gets a reboot and flushes out any lags or potential for operating glitches. DO NOT UNINSTALL
3. Log off/Log on. Some problems resolve themselves if you log off, then log back in. Go to User Account and press the button to Log off. If you have any Log in issues, go to the ExplorOz website and check you can log in there successfully. You can locate a Forgot Password link on the website Login screen, and also in the app Login Screen (after you enter your email address). If you wish to change your password or any other details you can do this after logging in on the website - go to Account - Edit Account. DO NOT UNINSTALL
4. Restart your device - ie. power off the device and shut down/restart. Most tablets/phones do not like being left running for long periods of time without a restart and this is a good thing to do periodically as it can clear out cache, and flush out any device-related bugs that might be affecting your app performance. DO NOT UNINSTALL
5. If the above does not work please read the FAQ sections listed below for further assistance. DO NOT UNINSTALL
TIP: For operating instructions, please refer to the USER MANUAL
If you don't know your password, or suspect you are using the wrong password you will find a Forgot Password button in the app. This will email the current registered password to you and you will not be forced to reset it. To locate this button, go to the User Account and type your email address into the Login screen and a blue Forgot Password button will appear. Press this.
If you wish to change your Password or Security Key (for tracking) you can only do this on the ExplorOz website - go to www.exploroz.com then click Sign In (or Account) at the top right (on full width devices) or tap the head icon on small screen devices. Click Account Details where you will be able to edit and save changes.
If you believe you have the correct combination of email address and password but are still having problems logging into the app - use the backspace delete method to remove any auto-filled details from the login screen and manually type each character of your email address and password into the login screen.
Purchase of the
ExplorOz Traveller app is done using your Google, Apple, and Microsoft accounts. A purchase of the app from either of these stores is independent of the other stores, which means cross-platform licencing is not possible. However, each app store supports family sharing and multiple device downloads so you can download to multiple devices supported by the store you purchase from, but a purchase of the app from one store does not permit a free download from the other stores.
NOTE: map licences are different. You will only ever need 1
EOTopo App Version map licence. Use the same ExplorOz login (User Account) when you open the app and you can then install maps on your multiple devices (includes cross-platform). Maps can only be installed via the Data Manager within the app, they do not work if you try to install an SD card from one device to another device.
If you wish to have
EOTopo available on multiple devices (eg. phone, tablet, iPad, laptop) you can do so with only the 1
EOTopo map licence. This licence is linked to your ExplorOz User Account to enable multiple downloads to any device where you are logged in. This can also be useful if setting up a replacement device.
Map files cannot be moved by swapping out SD cards or transferring files off SD card. Map files can only be downloaded directly to the device using the Data Manager section within the
ExplorOz Traveller app.
NOTE: You can delete maps and download again as often as required to suit your individual needs.
The
EOTopo 2019 App Version map licence is available to any existing "
ExplorOz Traveller Premium Offline Maps" owners at the discounted rate of only $25 BUT ONLY if purchased on the ExplorOz website and ONLY if you enter the promo code EOTOPOAPPUPGRADE in the
shopping cart and successfully see this discount applied to your order.
The discount IS NOT offered via the app store. The purchase option in the app will not take you to the ExplorOz website but uses your app store account.
After purchase of the
EOTopo 2019 map licence you will see a green tick for the 2019 maps licence shown in your User Account. You will still need to install the maps to your device. This is done in the Data Manager however first you will need to delete all the
EOTopo offline maps from your device. You can do this individually using the Data Manager, or you can go into Advanced and press Clear DB Maps for a one-button delete. This is recommended if you have all maps installed. After the 2018 maps are deleted the Data Manager will display the download buttons for each of the 2019 map packs.
IMPORTANT: check you have updated to the latest version of
ExplorOz Traveller before attempting to install maps as if you have an older version (below V3.7) your device will not be able to access the 2019 map server. In addition, some older Android devices (ie. below Android 5), will not be able to update the
ExplorOz Traveller app beyond V3.1), which means you cannot access the 2019 maps until you get a newer device.
The
EOTopo map licence can either be purchased in-app or direct from us for AU$49.99. If the in-app purchase button is not responding, it is likely that there is a problem with your store account. You can bypass the problem by purchasing the licence with your ExplorOz account - simply go here
EOTopo 2019. Just ensure that you are logged in with your ExplorOz account. After payment you will be licenced instantly and can commence downloading.
If the download is not working properly, or you see white or blue squares on the mapscreen, it is likely that there are missing map tiles due to an interruption during your map pack download. Check the tile counts for each map pack are as follows.
MAP TILE COUNTS -
EOTOPO 2019
Base Pack: 5365
577K Pack: 58804
144K East Pack: 279,265
144K Central Pack: 254,047
144K West Pack: 347,448
If there are any anomalies, you will usually see the message Partially Downloaded and option to Download. Press Download to complete the installation of the missing tiles. If you don't see a Download option, or the Data Manager has frozen, close the app then reboot before trying again. To delete all downloaded map files in one go - go to ADVANCED and press CLEAR DB MAPS. This will reset the downloads for all map packs.
If you have problems with the map when ONLINE - simply zoom the map to refresh a new map tile.
If you have an iPad without in built GPS you'll need to connect a Bluetooth GPS to get location
services when you are offline, AND you'll need to adjust a setting in the App to make the GPS accessible to the app, other wise you will get a message "this device is not supported by this iPad" and your app will continuously disconnect your GPS and prompt you to keep resetting it.
Instructions as follows:-
Go to the app's
HOME SCREEN and select - ADVANCED in the settings & about section. Then open up the Geolocation Settings area and select the pausesLocationUpdatesAutomatically and make this setting False by touching the word false.
With this setting changed to False you are effectively turning off a battery saving movement detection feature that is not supported with external GPS units connected to the iOS devices.
The Windows version of the app requires that your GPS is supported in Windows as a Location Sensor. Most Serial/USB or Bluetooth GPS receivers are not automatically configured as Windows sensors so you will have to install another piece of software before the app will detect your location.
Go to
https://www.turboirc.com/gps7/ and download this free tool called GPS Complete. You can download and run this product in evaluation mode.
Note: this tool has two options, called Direct & Reverse.
If you only want to use Windows 10 Store apps (eg.
ExplorOz Traveller) with the GPS then you only need the Direct product. However, if you need to use the GPS with other programs that aren't apps (such as OziExplorer by D&L Software) then you will also need the Reverse product as well as Direct so download the Bundle. But don't worry these programs are FREE.
Direct connects the GPS to Windows 10 and Reverse then makes another Serial port from the Direct connection. Unfortunately, we cannot provide any further support for this tool as we are not the developer of the GPS Complete software.
If you have an Android device and see the message "This app may not be optimsied for your device" you might feel concerned however we have discovered that this message seems to appear occasionally in the Playstore, despite there being no reason for it. If you see this message, you can ignore it and continue to purchase/download/update the app as usual.
If you have previously purchased
EOTopo (either the full Raster licence from any past version 2013, 2014, 2015, or 2018, or the 2018 Premium
ExplorOz Traveller Offline Maps) then you are entitled to a discounted purchase of the new updated 2019 maps. This discount is only available via the
shop on the ExplorOz website.
If you are having problems with codes not being accepted then please check you are using the right code for the product you are purchasing:
EOTOPOAPPUPGRADE - this is the promo code to use when buying the
EOTopo 2019 App Version map licence
EOTOPOUPGRADE - this is the promo code to use when buying the
EOTopo 2019 Raster Version map licence
After entering the promo code in the field as prompted in the
shopping cart, you should press either Tab or Enter and see the discount applied.
If you don't qualify for the discount, the promo code will be rejected. You must be logged into the
shop using the same ExplorOz user account that owns the
EOTopo licence. The system automatically checks your past purchases on this account to validate your promo code. If the promo code is rejected you do not have a valid past purchase with the user account you are using.
For any issues related to the purchase, download, or install of the
EXPLOROZ TRAVELLER app you must refer to your app store directly as we do not receive access to any customer accounts or transactions.
We do not have access to check your store purchase transactions as you will be using your Google account, Apple account, or Microsoft account to make the app purchase.
*NOTE: if you purchase the
EOTopo map licence in-app, this transaction is also made with your app store account.
Alternatively, you can purchase the
EOTopo map licence directly from us by visiting the ExplorOz website and going to our
Shop. The
EOTopo 2019 App Version map licence is the same price to you whereever you purchase, however buying direct from us means the app store does not take its cut out first.
The Security Key is an additional password used when you've set your Tracking to private. By default, each device will use the same password for the Security Key as setup in your Member account. You can view or change the Security Key by going to the ACCOUNT panel (website only) and then clicking VIEW ACCOUNT.
The app includes a User Manual in PDF format, however for your convenience you might like to print it from here. See the latest version of the User Manual updated 21st August, 2020 here -
![ExplorOz Traveller User Manual]()
ExplorOz Traveller User Manual