1. Is your GuardTrax device reporting? Check the Last Activity for your GuardTrax by going to the Dashboard and clicking on the group that the device is assigned to. The device will be listed inside the group with its Last Activity information. 
(see video: Dashboard) 
2. Does your GuardTrax device have GPS? Without GPS the GuardTrax will not appear on the tracking page unless you also have RFID Tags that are geo-referenced and in use. 
(see video: Acquiring GPS)