Posted Sep 25, 2012
7:40:48 AM
Family map not able to locate iPhone 5!!!

Please help!  The family map service is giving a message of "not able to locate" one of the numbers on my plan.. . It is an iphone 5 and we were able to locate this number before the phone/software upgrade.  The phone is on and in clear range.  It seems like a glitch with the new iPhone software.  Is there a fix out there? 

 

Thanks in advance!

 

 

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Apr 23, 2013 1:04:25 PM
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This problem locating Iphone 5 is now 7 months old.  The ATT companion is not a solution as you have heard from so many people on this community blog.  There are also many people out there that have complained to AT&T.  As I stated in a prior post, I have had the AT&T family map since its inception in 2010.  I do not see what the problem is that the GPS cannot be tracked as in the upgrades from the 3 to the 4 to the 4S.  What is so different about the Iphone 5 that it cannot work correctly with the app, and why doesn't anyone listen to the public that uses it.  It should not take 7 months to correct this problem.  I returned 2 of my kids' Iphone 5s and my friends that utilize the app will not even buy the Iphone 5 for their kids knowing the app doesn't work on it.  If you are the liason between ATT & the Family Map and technical support, please let them know that I am getting the feeling that AT&T could care less if they correct the problem or not.  I do know that I am currently looking into Sprint as the family map locator from Sprint works with Sprint's Iphone 5.  Any one of us who love this app to keep our children safe can just go and sign-up with Sprint and track our children's Iphone 5s with the Sprint Family Locator which works with IPhone 5.  So if Sprint can do it, why can't AT&T!!!!!!!  We do not want to use the companion - you guys are going backwards and seem to care less about what the public wants and needs - 7 MONTHS!!!!!!  This is ridiculous.  There will soon be an IPhone 5S and an IPhone 6 and then what will happen????   You are already behind in fixing this app.  I hate to say it but it is important enough an app to me that I will be switching my 5 Iphones to Sprint if and when I upgrade just to be sure that I can safely locate my children!!!!!! 

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May 13, 2013 2:28:56 PM
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Community Specialist

We certainly understand your frustration. Our teams are evaluating potential solutions, but unfortunately, we don’t have an estimated timeframe when a resolution will be available. In the meantime, AT&T Check-In is the best way to continue using the Family Map service with iPhone 5.

Did a post have a solution that worked for you? Help other people find solutions faster by marking posts that helped you as an "Accepted Solution". Learn about accepted solutions here.
*I am an AT&T employee and the postings on this site are my own and don’t necessarily represent AT&T’s position, strategies or opinions.

Re: Family map not able to locate iPhone 5!!!

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May 25, 2013 12:11:52 PM
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Angry this has not been fixed yet. Poor customer service

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May 25, 2013 12:18:21 PM
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Why am I paying for family map then?? Att check in is free app??? Want a refund for months of service

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May 25, 2013 12:29:29 PM
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Emj767 wrote:
Why am I paying for family map then?? Att check in is free app??? Want a refund for months of service

check in alows you to send your location, it appears to also allow family map to work. if you want to see about a refund  -  I would recommend that you send a Private Message to Community Support is part of the AT&T customer service team, They may be able to resolve your Issue. You can expect a reply via return PM between the hours of 7am-10pm CST.

 

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May 25, 2013 7:24:24 PM
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Just contacted AT&T with the same issue.  If you have had a recent upgrade to an iPhone 5 and their system hasn't registered the new phone, it is still trying to locate the old phone....thus the message "Unable to Locate".  You must give them the iPhone5 IMEI & Sim card numbers.  They will plug that info into their computer system.  Then you have to turn the iPhone 5 off & on......it should then be able to be located.  It seems that a new phone should automatically be registered to your account immediately especially if you buy it directly from an AT&T Store!


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May 26, 2013 3:56:41 AM
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Sam58 wrote:

Just contacted AT&T with the same issue.  If you have had a recent upgrade to an iPhone 5 and their system hasn't registered the new phone, it is still trying to locate the old phone....thus the message "Unable to Locate".  You must give them the iPhone5 IMEI & Sim card numbers.  They will plug that info into their computer system.  Then you have to turn the iPhone 5 off & on......it should then be able to be located.  It seems that a new phone should automatically be registered to your account immediately especially if you buy it directly from an AT&T Store!



Not for the 5

https://familymap.wireless.att.com/finder-att-family/welcome.htm

 

 

family map.PNG

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May 27, 2013 8:46:08 PM
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This is not a fix. As many people have written, we do not want to install the family "check in" companion. Our family will not use the "check in" companion nor will they allow us to install it on their phones. We basically use the family map for peace of mind and for security purposes for our children who would never agree to a "check in companion." Why is this so difficult. When upgrading phones in the past from 3G to 4 to 4S, the Family Map immediately worked upon activation and was based on GPS. How is Iphone 5 any different and how come Sprint's family locator works with Iphone 5.....what is the problem people!!!!!

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May 27, 2013 8:49:39 PM
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By not fixing this family map ATT is regressing instead of moving forward. If the Iphone 5 and all other Iphones have GPS and can tell you which location you are when navigating in maps, etc. why does the family map app not work. There has to be something else to this that we are not being told. How can it take a highly capable technical support staff 8 months and still not have a solution.

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May 28, 2013 3:14:46 AM
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I have an iPhone 5 and installed the check in app on the iPhone 5 and it still doesn't work. I have other phones and it work well but on the iPhone 5 it doesn't work. I am thinking about getting another phone for the kids otherwise this app is useless!!!

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Jun 5, 2013 3:35:55 AM
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I am so frustrated with this whole issue. Everything you said pertains to my family too and it is crap that they don't just give us a credit or something for all the trouble. The check in feature is crap too and does not help. I mean I am paying for this function and if it does not work tell me so I can quit throwing my money away.

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Jun 26, 2013 1:14:29 PM
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Just for everyones information I have two phones that were just updated. They are not Iphone 5's they are a Galaxy S4 and a S3 and family maps does not work on ether one of them. So I call for support. They  told me that family maps would not work on LTE phones. Isn't that just great, I just shelled out a crap load of money  for upgrades so I can no longer locate my children. Nice work there ATT.

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Jun 28, 2013 9:59:29 AM
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Voyager

If you have an iPhone and your kids have iPhones why are you even using FamilyMap?  Just use Apple's Find My Friends app...

Re: Family map not able to locate iPhone 5!!!

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Jul 13, 2013 12:09:47 PM
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Sam58....are you saying that you have an Iphone5, familymap and that after the above you got it working without the checkin app loaded and running on the phone? thanks

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Jul 31, 2013 10:22:40 AM
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Jul 31, 2013 10:31:58 AM
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I cannot believe that this issue has still not been resolved. Also, when AT&T is contacted they state they are working on a resolution. Well it is now 10 months. This is ridiculous. I am beginning to think we are all getting the run a round. This should not be that difficult to correct. If a phone has GPS it should be able to be tracked. Just tell us the truth. I am losing all faith in AT&T and feel as though you are not listening to the consumers. Please let us know if the fix is in the near future. A year is just too long to solve a problem lime this. It is not acceptable. Will the fix be corrected with family map locating the new 5S which is expected to launch this fall. If not, AT&T is going backwards I stead of forwards and by next year the family map app would be obsolete not working on any new phones. This is a shame and a disgrace to lose a great app.

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Aug 7, 2013 6:30:57 PM
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I have had the app for two years-it kept me with ATT-my son just got an iPhone 5...honestly, I'm furious. Tomorrow I am returning the phone and taking my entire families account to sprint.

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Aug 9, 2013 12:58:12 PM
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I also returned the iPhone 5 last September aftet i discovered the family map did not work with the upgrade of my daughters phone. With Every upgrade prior it automatically worked and followed the upgrade. It's been almost a year and they are just not listening. With the next upgrades I am going to sprint as well. I heard the family locator app for sprint works on the iPhone 5 with no "companion app". I too am furious about this and no one seems to care at ATT since it is still not resolved. Another phone will be released in the fall. iPhone 5s. They are falli g behind on correcting this. If it does not fix with that release I'm switching to sprint so I can use the family locator app on the upgrade. No one even updates us with a possible fix. They keep saying we have no idea when it will be fixed. I am tired of hearing this.

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Aug 10, 2013 7:32:54 PM
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The LTE on the iPhone 5 is what's causing it not to work. Go into the phones settings and disable the LTE and it will work :smileyhappy:

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Aug 19, 2013 12:44:19 AM
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What stops the teen from uninstalling or deleting the companion app?

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Aug 19, 2013 12:49:59 AM
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Sprint iPhones are CDMA.  AT and T are GSM.  The different technologies must be why.  T-Mobile uses GSM?  Can Tmobile do it without a companion app?

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Aug 19, 2013 4:45:33 AM
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fredschulz wrote:

Sprint iPhones are CDMA.  AT and T are GSM.  The different technologies must be why.  T-Mobile uses GSM?  Can Tmobile do it without a companion app?


Probably because t-mobile does not appear to offer that ability

Re: Family map not able to locate iPhone 5!!!

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Aug 19, 2013 4:46:40 AM
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fredschulz wrote:

What stops the teen from uninstalling or deleting the companion app?


Nothing, just like nothing prevents them from turning of GPS locating on the phones that do not need a companion app

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Aug 22, 2013 6:50:43 AM
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Still.....had I known this was going to be an issue, I would not have upgraded my son's phone to the iphone5.  As parents, we rely on this app, especially when we know they are traveling lenghty distances.  What is the problem and why won't they fix it?  Why are there no answers on this.  Installing a check-in app is very poor, in my opinion.  Maybe AT&T is not the right choice!

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Aug 22, 2013 6:59:56 AM
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does this work?

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Aug 22, 2013 7:24:54 AM
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dak1217 wrote:
does this work?

the 5 still requires the app, suspect that IOS 7 will break a lot of things. What I find interesting is that on ANY iphone the family map locating proceedure can be turned off app install or not, all the user has to do is turn off locating services and family map will not locate the device. the daughter did that once on her iphone, phone was taken away and she was grounded for a month.

Re: Family map not able to locate iPhone 5!!!

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Aug 24, 2013 10:26:22 AM
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The family map app still works if they turn off the locating services. It totally overrides it that is why it is a great app up until this point. My kids keep their locating services off and they can still be tracked on all the iPhones except iPhone 5 which cannot be tracked anymore. I cannot understand why after almost a year, they cannot correct the problem. No one will even answer these comments from ATT. They should at least have common courtesy to let us know what the problem is. Answer some questions here guys????? When the new iPhone comes out this fall will the app work without the companion app. As you can see NO ONE WANTS TO INSTALL THE COMPANION APP We a want the family app to work as it did from inception in 2010. With each new upgrade of my kids phones from the 3 up to 4s it worked upon activation. So answer the questions?? Why is it not working. With the 5? Why is it approaching 1 year and it still has not been corrected? Why are you frustrating all these people enough to have them return the iPhone 5??? Why does ATT not care enough to update us on any future date of correction??? Most importantly will it work with the release of The new iPhone and do you even care. If its not going to work with the 5 or next iPhone no one will b able to use the app anymore and it will be obsolete. So give the people what they want - the family app as it wax with no "check in companion." What is so difficult? Please respond as everyone wants an answer!!!!!!

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Aug 24, 2013 3:41:12 PM
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cheech328 wrote:
The family map app still works if they turn off the locating services. It totally overrides it that is why it is a great app up until this point. My kids keep their locating services off and they can still be tracked on all the iPhones except iPhone 5 which cannot be tracked anymore. I cannot understand why after almost a year, they cannot correct the problem. No one will even answer these comments from ATT. They should at least have common courtesy to let us know what the problem is. Answer some questions here guys????? When the new iPhone comes out this fall will the app work without the companion app. As you can see NO ONE WANTS TO INSTALL THE COMPANION APP We a want the family app to work as it did from inception in 2010. With each new upgrade of my kids phones from the 3 up to 4s it worked upon activation. So answer the questions?? Why is it not working. With the 5? Why is it approaching 1 year and it still has not been corrected? Why are you frustrating all these people enough to have them return the iPhone 5??? Why does ATT not care enough to update us on any future date of correction??? Most importantly will it work with the release of The new iPhone and do you even care. If its not going to work with the 5 or next iPhone no one will b able to use the app anymore and it will be obsolete. So give the people what they want - the family app as it wax with no "check in companion." What is so difficult? Please respond as everyone wants an answer!!!!!!

interesting and somewhat innaccurate, if it works with gps locating off then it uses tower triangulation, which has a very poor accuracy rating.

 

What the questions answerd - ask apple what they changed in the build out and design of the phone, since the IOS is that is running on the 4/4s/5 but probably will be the same that will ship on the rumored 5S. If you have to ask what is so difficult then you have never done any programming.

 

As far as will it work with out the app on the next release of the phone, or even will the app work on the IOS 7, only will know when all of it hits the streets, the NDA has not been lifted so any reputable developer will not answer that since it could mean loss of their developers license and if the company they work for is reputable, loss of their job

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Aug 25, 2013 8:57:45 AM
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No I gave not done any programming but I am a consumer of a product and an app. If the app is sold to the consumer it should work. And although the GPS locating services are off on my kids phones it still locates them within a few block radius which is fine for me - better than not able to locate at all! I understand they cannot answer some questions. However, they are not even trying to correct the problem. Normally, technical support can help or work on rectifying the problem but no one will touch this issue. I really do not care about their procedures or rules. As a consumer it should work and they should be doing something to satisfy all of these people. If not, they will have no consumers and those same people will be out of a job anyway. The census seems to be that more people are annoyed that the app does not work. This is a way to help protect their children. All I am sayi g is give the people what they want!

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Aug 25, 2013 1:10:04 PM
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cheech328 wrote:
No I gave not done any programming but I am a consumer of a product and an app. If the app is sold to the consumer it should work. And although the GPS locating services are off on my kids phones it still locates them within a few block radius which is fine for me - better than not able to locate at all! I understand they cannot answer some questions. However, they are not even trying to correct the problem. Normally, technical support can help or work on rectifying the problem but no one will touch this issue. I really do not care about their procedures or rules. As a consumer it should work and they should be doing something to satisfy all of these people. If not, they will have no consumers and those same people will be out of a job anyway. The census seems to be that more people are annoyed that the app does not work. This is a way to help protect their children. All I am sayi g is give the people what they want!

Might want to start a chain letter to apple, since something they did removed access to the necessary IOS / hardware routines that allowed family map to work on previous models of the iphone but not on the 5, there is a pretty good chance that it will not work without an app on the rumored next release of the device.. Seem to remember a chain on one of the other iphone boards that if you turn off LTE and restart the phone it sometimes works.

 

Realize they can;t give want people want if then cannot do it, real world check. Something was changed in the Iphone 5's hardware and firmware (not IOS) fundamentals that prevents the device from being able to report to family map without the app, what was it - only the apple design engineers can answer that.

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