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Family map not able to locate iPhone 5!!!

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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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Message 1 of 106

Accepted Solutions
Employee

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

Hi there,

 

I've recently joined the FamilyMap team and I've asked to participate in the forums to assist customers with current issues as well as determine areas for possible future enhancements to the product.

 

With the release of FamilyMap v2.0 a few months ago, the companion app Check-In is no longer needed.  The companion app was needed to help with locating LTE iPhones (i.e. iPhone 5) until a longer term solution could be put into place. 

 

FamilyMap v2.2 was released last week and included some usability enhancements, as registration on iPhones is a little tricky compared to other mobile phones, and some bug fixes.  Hopefully you will find these to be welcome changes. 

 

We did have an issue with the iPhone 6 release that has since been addressed, I will be watching for posts indicating if there are any issues that may not have been caught.

 

When using the new iPhone FamilyMap application, it's important that phones you wish to be able to locate have the application installed and the family member must 'JOIN' the family to complete registration.  Once this is done, the family member should allow FamilyMap to run in the background and location services (i.e. GPS) should be enabled).

 

Happy Locating! Please let me know if you have any issues or questions. Smiley Happy

 

~FamilyMap Team

Employee Contributor*
*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.
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Message 98 of 106
Employee

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

 


PDG170 wrote:

Ok, here it is:  Family Map Does NOT like LTE.  On the phone(s) you are trying to find, You will need to turn off LTE via Settings, Cellular, Enable LTE, switch to Off.

 

Trade off is not able to benefit from LTE

 

It seems this has been an issue for a while, at least since iP5 phones were released.

 

AT&T should really fix this bug, or give users a refund and let them use it for free until resolved.

 

 


Hi there,


Previously you needed to have the Check-In companion app installed on iPhone 5 in order to locate due to LTE, however, with the release of FamilyMap v2.0 or higher you no longer need the companion app and should uninstall it.  

 

For all iPhones you are trying to locate on your FamilyMap account, here are a few things you can do to ensure you can successfully locate your family member:

  1. Uninstall the Check-In companion app if you have it
  2. Install the latest version of the app: FamilyMap (version 2.2)
  3. Open up the app and make sure the family member leaves it running in the background (battery usage is small)
  4. Ensure Location Services are enabled on the family member's device
  5. Try and location - you should be good to go at this point

If you still can't locate the family member device, there are a few reasons this may occur:

  • The family member device didn't register correctly - unfortunately the registration flow for iPhones can be a bit tricky due to the constraints in the iPhone operating system.
  • When a locate request fails, you should get a message of some sort with a link to improve locates (it varies based on whether you used the web or a mobile device) or a message to 'invite' family members to 'join' the family. 
  • If you see the option to 'invite' your family member, tap the link and it will trigger a series of SMS to the family member's device, with instructions to them to 'Join' the family.  It's important that they complete the process or the device will not register with the FamilyMap services.  It isn't as customer friendly as we would like but as I commented earlier, it's a constraint of the device operating system.

Please let me know if this solves the problem; if not we will dig deeper to see what might be happening.

 

Thanks,

 

~AT&T FamilyMap Team

 

 

 

 

Employee Contributor*
*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.
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Message 100 of 106

All Replies
Explorer

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

Also, if you have access to your children's apple ID's you can just use the iCloud locate my iPhone service?  

Message 61 of 106
Contributor

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

Does this work?

 

ATT never understood the value of this app.  They completely blew it.  Try this:

 

1.  Go to Settings

2.  Click on Cellular

3.  Turn OFF LTE

 
Turn off your phone for 4 or more minutes (so it refreshes, which happens about every 2 1/2 mins.

I learned this here: http://forums.att.com/t5/Account-Features/HERE-S-THE-FIX-Family-Map-Issues-on-iPhone-5/m-p/3622825/h...

 

Message 62 of 106
Tutor

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

I am too have found that FamilyMap doesn't work on our iPhone5s... I am reading thru this forum and ATT's response that they are working on it seems a broken record as that seems to be the response for several months... it seems to me that ATT doesn't know how to make the app work on iPhone... time to cancel this service. It is completely unreliable and having is pay for such a poor service is ... well ... extremely disappointing. ATT ... you are alienating your customers... my loyalty is definitely in question...
Message 63 of 106
Highlighted
Contributor

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

We had this problem when one daughter got an iphone 5  and I had a I4 and was not able to locate her.  I know have an iphone 5 also and still the same problem but figured it out.  When they can't be located, hit the option to "improve locations".  There you can text an app to them.  They must follow instructions and here is the important part, when they register at the end, they must use your (the locator) phone # and password for family map, also, they must hit save this number.  It works every time now.  I wish someone from At&t had told me this during one of my numerous calls.  Maybe they didn't know.  Hope this helps.

Message 64 of 106
Contributor

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

If you don't trust your children to the point that you have to track their phones, then take their phone away. Trying to snoop around your kids is the reason the kids try to snoop around the parents. This is just bad parenting. Simple.
Message 65 of 106

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

Apparently you have never had teenagers that are new drivers. Bad parenting? No NOT bad parenting, this is good parenting, wanting to know and knowing where your kids are. I fully trust my son, he is a great kid, but that is the reason I an here tonight. He is on a long drive by himself, I do not want to call or text so he doesn't feel the need to answer the phone while driving, and he is going to area's he has no cell service on bad roads. I know when he left where he was at this weekend and it is really close to time he should be arriving home, wanted to check and see where he had made it to. I have used family map for years on iphone 3 and 4, this is the first time I have tried to track him with new phones a few months ago. I had no idea family map wouldn't work with a iphone5 and yes I am mad as crap this has been a problem this long and AT&T had not fixed it. I will be contacting AT&T tomorrow for answers, and I am not as patient as I should be. The phone has  built in GPS, then AT&T needs to use it, I pay for this service and it needs to work.

Message 66 of 106
Expert

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


DonsSnugglebunny wrote:

Apparently you have never had teenagers that are new drivers. Bad parenting? No NOT bad parenting, this is good parenting, wanting to know and knowing where your kids are. I fully trust my son, he is a great kid, but that is the reason I an here tonight. He is on a long drive by himself, I do not want to call or text so he doesn't feel the need to answer the phone while driving, and he is going to area's he has no cell service on bad roads. I know when he left where he was at this weekend and it is really close to time he should be arriving home, wanted to check and see where he had made it to. I have used family map for years on iphone 3 and 4, this is the first time I have tried to track him with new phones a few months ago. I had no idea family map wouldn't work with a iphone5 and yes I am mad as crap this has been a problem this long and AT&T had not fixed it. I will be contacting AT&T tomorrow for answers, and I am not as patient as I should be. The phone has  built in GPS, then AT&T needs to use it, I pay for this service and it needs to work.


have 3 - all girls, I trust them, the family locate is so easy to get around it is not funny

Message 67 of 106

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

Same here. New Galaxy S4 on my account and Family Map is useless. Will this ever be fixed or should we just all cancel the service? Doesnt work when I try from my phone or computer.
Message 68 of 106
Mentor

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

The family map works on every phone up to the 5.  I called to find out if they are working on fixing the problem.  They told me a month ago that the 5s would be able to be located in a "month" after the new update.  However, it still does not work so I am not upgrading any of the phones.  So sad the app will soon be obsolete as phones get updated and the app does not work.  As far as those of you that say it is bad parenting - IT IS THE OPPOSITE!  I love knowing when my kids get to school when they are driving major highways.  No need to text or call - the app sends me a text message and gives me peace of mind.  When your child is somewhere for example a concert, etc., and they may not hear their phone, you can see if they are still in the location or if they have departed the location.  It is an excellent app and I am so disappointed that it is becoming worthless which each new upgrade.  Wondering why the specialists at ATT cannot figure this out - it has been since the Iphone 5 upgrade from September 2012.  That is a very long time for them not to correct the problem and they do not seem at all in a hurry to fix it.  Can be get some feedback here from ATT.  And please do not say to use the companion check in.  Whoever considered that a correction is out of their mind!!!!!!  We want the original app to work as it always did with each new upgrade!!!!

 

Message 69 of 106
Contributor

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

I just now canceled Family Map. It is now worthless. One of my daughters got an iphone 5 and family map no longer can find her. 

Message 70 of 106
Contributor

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

I KNOW HOW TO FIX! I had same problem and was very angry about it. I looked EVERYWHERE to find the answer. AT&T won't tell you because you have to turn off the very thing they are using to sell the phone.
1 go to SETTINGS
2. TURN OFF LE

Can't remember EXACTLY. How I found LE. That allows phone to work FASTER. Who cares. If there's a PW, and you have the account, just call AT&T and tell them to get PW off that phone. Then go into SETTINGS, I think GENERAL, and switch off. Walla! Family map works! Good luck guys!!!
Message 71 of 106
Contributor

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

Turn off LE in settings. Works
Message 72 of 106
Contributor

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

Other than turning of LTE, has anyone been able to use family map with iphone 5?

Message 73 of 106
Teacher

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

no

Message 74 of 106
Voyager

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

Hello all I am in the same boat as you guys . I have been on the phone, on the ATT family map support forum and I contacted the company behind the feature and no luck no one seems to know how and why. Everytime I call I have to explain and go through the process all over, its a pain. 

 

I suggest you contact ATT as much as possible by the 800 number and by posting on the app forum

 

https://afm.support.safely.com/home

 

and complaint als contact the developer 

 

http://www.safely.com/

 

This sucks we should not have to turn off LTE or jump through hopes. 

Message 75 of 106
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