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Family map not able to locate iPhone 5!!!

Contributor

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

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Voyager

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

Has anyone found any fix yet? Aside from turning off LTE

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Message 76 of 106
Mentor

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

I was told that after the 5S came out, that the family map would work.  When I called after the 5S came out and it did not work, I was told once they send out the update for the 5S it would work - STILL NOT WORKING!   Naturally, no one wants to turn off LTE or go with the stupid companion map so if the phone is tracked through GPS as in Iphone 3, 3G, 4, 4S, why can it not be trackable now.  This is a no brainer question that everyone is asking.  It should not take from the release of the 5 in September 2012 until January 2014!  And AT&T does not even care because everyone is voicing their opinions and complaining about it.  There is talk of an Iphone 6 so now when everyone upgrades from the 4S which is the last phone that the family map worked on, the app will be obsolete!  You are moving backward AT&T and not forward.  And don't go blaming Apple!   You created the App and it worked perfectly so it is your point to fix it that it works with the upgrades as it use to.  I am right now going to call AT&T and inquire about this once again.  everyone should do the same.  I will report back! 

 

Message 77 of 106
Contributor

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

Well , I found out that I Phone 5 has to download the Family map app to the phone in order for family map to work. I have a 19 yr old and she wont do it. Bad mistake on Apples fault. I will have to shut her phone off , until she puts it on. it's also sometimes not very accurate. I think Apple 's phone can be tracked by find my Iphone app. I will find away arount it . Right now family map is not the best thing , unles I force her to do it.

 

Concerned Dad. (upset)

Message 78 of 106
Mentor

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

I called 3 times to follow-up on this. They are clueless. I explAined that I was told when the updates came out they said it would be corrected that the family map would work without any other added apps as it did with the 3 3G 4 and 4s. Each time they kept putting me on hkd. They did not understand the app or what I was even asking so they could care less about correcting this app so I am not upgrading to any of the new pho Ed. I will be researching phones that it will still work on as I have heart sprint family locator still works on their upgrades so it is just att having this problem. Although I have been with att for 10 years this app is that important that I would switch providers to still be able to locate my children.
Message 79 of 106
Expert

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


cheech328 wrote:
I called 3 times to follow-up on this. They are clueless. I explAined that I was told when the updates came out they said it would be corrected that the family map would work without any other added apps as it did with the 3 3G 4 and 4s. Each time they kept putting me on hkd. They did not understand the app or what I was even asking so they could care less about correcting this app so I am not upgrading to any of the new pho Ed. I will be researching phones that it will still work on as I have heart sprint family locator still works on their upgrades so it is just att having this problem. Although I have been with att for 10 years this app is that important that I would switch providers to still be able to locate my children.

May not need the app - but there is this on their web site

 

*Sprint Family Locator subscribers may notice reduced location accuracy when attempting to locate an Apple iPhone. Sprint is actively working on a solution to improve the location accuracy. We will keep you updated in the online Community.

 

 

So you still won't know accurately

Message 80 of 106
Mentor

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

But at least the accuracy is within a 1 mile radius.  I would take that over "we are unable to locate" any time.  AT&T has yet to respond to any of these people complaining or advising them if there will be a fix. They keep stringing people on and saying with the next update or with the next upgrade.   If you can respond to this post about Sprint why can't you find out what is going on with this at AT&T.  When you call there no one even understands or has any notes on it.  It is becoming obsolete!!!!!  And with the number of people wanting this app to work as it was initially instituted they should want to listen to the public and work on a fix.  The companion app is not the fix as so many people have told you.  So, is there a fix?  Is something being worked on?   Is the app being re-evaluated?  TELL US SOMETHING!!!!  It has been from September 12, 2013 release of the IPHONE5 and on that the app does not work.  But, it still works on any phone before that!  So, it is now almost 18 months and no fix or update on a fix.    VERY UNPROFESSIONAL!!!!!

Message 81 of 106
Expert

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


cheech328 wrote:

But at least the accuracy is within a 1 mile radius.  I would take that over "we are unable to locate" any time.  AT&T has yet to respond to any of these people complaining or advising them if there will be a fix. They keep stringing people on and saying with the next update or with the next upgrade.   If you can respond to this post about Sprint why can't you find out what is going on with this at AT&T.  When you call there no one even understands or has any notes on it.  It is becoming obsolete!!!!!  And with the number of people wanting this app to work as it was initially instituted they should want to listen to the public and work on a fix.  The companion app is not the fix as so many people have told you.  So, is there a fix?  Is something being worked on?   Is the app being re-evaluated?  TELL US SOMETHING!!!!  It has been from September 12, 2013 release of the IPHONE5 and on that the app does not work.  But, it still works on any phone before that!  So, it is now almost 18 months and no fix or update on a fix.    VERY UNPROFESSIONAL!!!!!


where did you see a 1 mile inaccuracy claim? for all you know it maybe 5 to 10 miles depending on cell tower triangualtion - load the app and it will work. you are aware that locating services can be turned off at the phone right?

Message 82 of 106
Highlighted
Mentor

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

My sister has the Sprint family locator and has it on her kid's phones.   It is within a one mile radius.  Funny part is I was one of the first people to have the ATT Family Map when it came out in February 2010.  It was the best thing that I have ever used.   I would have text messages sent to me when my kids drove to school and I would have peace of mind knowing they arrived!   It is not a "no trust" factor it is a peace of mind factor knowing that you do not have to call them while driving, etc.   I told everyone about it - all my friends loved it.  My sister had Spring and when the Sprint Family Locator app came out she purchased it.  The Iphone 5 works on the spring family locator.   I am just wanting to know if they plan on correcting it.  When you say the locator can be turned off at the phone are you referring to sprint? because the ATT original app cannot be turned off.  It works even if you turn off the location tracking.  It is the best app ever!!!!!  I will not upgrade the phones because I love the ATT Family Map so everyone here still has the 4S.  It would work with every upgrade up tot he 4S.  If it has something to do with IOS why can't they fix it.  They have had 18 months to figure it out.   No one wants to download the companion app.  We only want an answer - will there be a fix or not.  No one wants to find out and answer the question.  It is very frustrating. 

 

Message 83 of 106
Contributor

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

It is now April 2014. Has AT&T developed a solution that will allow Family Map to work with an iPhone 5? Any update to this thread?
Message 84 of 106
Contributor

Re: Family Map cannot locate iPhone 5 after upgrade

Same thing happened to me,my daughter upgraded her iphone to the 5s now I get an error message that says her phone is either turned off or can not locate it. Tried deleting her account and adding it back,her location services is turned on,still getting an error message. Called it in to AT&T an opened a service ticket

Message 85 of 106
Expert

Re: Family Map cannot locate iPhone 5 after upgrade


live1432 wrote:

Same thing happened to me,my daughter upgraded her iphone to the 5s now I get an error message that says her phone is either turned off or can not locate it. Tried deleting her account and adding it back,her location services is turned on,still getting an error message. Called it in to AT&T an opened a service ticket


you have to load a app to get it to work

Message 86 of 106
Expert

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


cdgray3 wrote:
It is now April 2014. Has AT&T developed a solution that will allow Family Map to work with an iPhone 5? Any update to this thread?

Ever think that Apple is the cause for needing a app for the phone? Apple has a nasty habit of securing the OS to outside influences and only when they allow it. Look at the MAC OS, it will run on nothing but Apple supplied hardware, and Apple has gone out it's way to shut down the clone manufacturers

Message 87 of 106
Mentor

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

Any updates on this?  Does the family map app now work on the Iphone 5 without th companion app?  The reason I am asking is because if you now look under supported phones, there is no longer the special wording that said you need the companion app when running the app on Iphone 5.  That wording is now gone.  So did they fix it?  Anyone know?

Message 88 of 106
Mentor

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

One daughter has an iphone 4.  99 times out of 100, family map will locate her within a mile (terrible...but better than nothing).  1 time out of 100, it will pinpoint her within a few yards.

 

Another daughter has a 5s.  Family map will work about 1 out of 100 times.  It usually can't find her at all.

 

Really, really poor performance.

Message 89 of 106
Contributor

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

Still not fixed.  The LTE band-aide is just that.  If you can turn that feature off, then your son/daughter can just turn it back on. 

 

One thing I've noticed on a 5s being searched for via the ATT Fam Map is that results appear random.  Some times the 5s can be found and displayed, others you get the "can't find the apple phone" error message. 

 

By random, I mean the ATT locate function in Family Map seems to work in certain areas better than others. Not sure why this might be..maybe the cell towers used to triangulate the phone are not ATT?

 

It also seems to work most of the time if you ping the 5s via a "text" or "dial/hangup"call (get the phone ringing, then hang up).  It's almost like the 5s is in battery save or sleep mode and needs to be woken up before it can be found.

 

Anyway, this is a major annoyance and should be fixed.  You listening ATT ???

 

 

Message 90 of 106
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