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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

All Replies
Former Community Manager

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

Okay, I will forward it to ATTCustomerCare for you. 

 

Thanks!

--------------

As of May 1st, I am no longer serving as the Community Manager for AT&T. This account will no longer be able to accept private messages.

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.
Message 16 of 106
Former Community Manager

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

Hello,

 

Thank you for your information and sorry to hear about this. We sent you a PM asking for some additional information.

 

Regards,

 

Robert G

--------------

As of May 1st, I am no longer serving as the Community Manager for AT&T. This account will no longer be able to accept private messages.

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.
Message 17 of 106
Contributor

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

There is a notice just before I sign into family map that says Attn: iPhone 5 users. I clicked on that and it states:
You may experience issues with the family map being able to locate Iphone 5. This does not effect your ability. To use FamilyMap app on Iphone 5 to locate other phones (other than iPhone 5) A T &T is working quickly to completely support iPhone 5.

I sure hope so as I do NOT like not being to locate my daughter!
Message 18 of 106
Former Community Manager

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

I am sorry you're having trouble locating your daughter. We are diligently working to resolve this issue. 

--------------

As of May 1st, I am no longer serving as the Community Manager for AT&T. This account will no longer be able to accept private messages.

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.
Message 19 of 106
Contributor

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

AT&T has been "diligently" working on this iphone5 issue for 5 months now. What issues they found so far? Someone must know by now why it works on some occasions and not on other occasions. For example does family map work if target iphone5 is in LTE coverage vs 4g coverage vs 3G coverage.? Also where the phone doing the locating is located appears to have effect. What has testing uncovered thus far? I have a hunch it has something to do with these factors from some testing I have done. No answers yet? Really???
Message 20 of 106
Contributor

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

When is this expected to be fixed?

Message 21 of 106
Former Community Manager

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

Hey all - please take a look at this post for more info (and great news!) about using FamilyMap with an iPhone5.

 

http://forums.att.com/t5/Account-Features/AT-amp-T-FamilyMap-and-iPhone-5/td-p/3450091

--------------

As of May 1st, I am no longer serving as the Community Manager for AT&T. This account will no longer be able to accept private messages.

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.
Message 22 of 106
Mentor

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

I am very disappointed that Family Map does not work with the I-Phone 5. I have had Family Map on all my children's I-Phones since the inception of Family Map in 2010. With each upgrade - up to the 4S the Family Map was there upon activation. Why would you change such a great app (If its not broke -don't fix it)! Parents in this day and age do not want their children to think they do not trust them or want to track them. I merely use it as peace of mind and for safety reasons. For example, making sure they get to school or for teen drivers making sure they get to their destination without having to call them on the phone. When I upgraded my kids to iphone 5 upon release, the family map did not work at all. Unalbe to locate them was like losing an arm! I immediately returned the phones and went back to the 4S. Most parents, like myself, have Family Map on the phones without the knowledge of them being aware of it. If we need to install this "new companion" feature, they would be aware of it and will not do it. Hence, it is worthless to us! When I signed up for family map and told my friends about it, they all signed up for Family Map. We love it. However, no one will upgrade knowing that once they upgrade they will lose this great feature. If the family map works through GPS why does it not work on Iphone 5? I CANNOT BELIEVE THAT INSTEAD OF MAKING THIS APP COMPATIBLE WITH IPHONE 5, you changed how the app works with Iphone 5. This is not a fix - this will be the end of a great App! Please have your technical department go back to the drawing board and have it work automatically withoout downloading "the companion" that would be detectable and deleted!
Message 23 of 106
Tutor

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

I have complained to ATT customer support that their proposed "solution" of the campanion app is not acceptable and if they think it is then they don't know their customers for familymap very well.  This would have worked if my son was 5 years old (he wouldn't have a cell phone then anyway) but does not work for a teenager.

I find it amazing that if I text my son, ATT can somehow manage to find his phone to deliver the text, but they can't tell me the location of the cell tower that was used? 

Unfortunately, I don't know if other carriers have solved this with the iPhone5 yet.  If they have, I will take the four phones on my cell plan instantly to them. 

I think more people need to complain to ATT because, in their minds, they have the problem solved and their technical department is NOT going back to the drawing board.

Message 24 of 106
Tutor

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

So is there a way to say that this is not an acceptable solution or to vote a thumbs down?  Please do a little research on your customers for familymap... particullarly parents of teenagers... before you claim that this campanion app is great news!

Message 25 of 106
Teacher

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

My 2 kids have iPhone 5's and I cannot locate them any longer with Family Map.  Thumbs down!

Message 26 of 106
Former Community Manager

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


bfogelstrom wrote:

My 2 kids have iPhone 5's and I cannot locate them any longer with Family Map.  Thumbs down!


Hi, please take a look at and download the Companion app so you can locate the iPhone 5 using FamilyMap. 

 

http://forums.att.com/t5/Account-Features/AT-amp-T-FamilyMap-and-iPhone-5/td-p/3450091

--------------

As of May 1st, I am no longer serving as the Community Manager for AT&T. This account will no longer be able to accept private messages.

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.
Message 27 of 106
Former Community Manager

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


dmwolff wrote:

So is there a way to say that this is not an acceptable solution or to vote a thumbs down?  Please do a little research on your customers for familymap... particullarly parents of teenagers... before you claim that this campanion app is great news!


I'm sorry you're not happy with the Companion App. I've taken your feedback to the team who owns the app. I appreciate your comments about it. 

--------------

As of May 1st, I am no longer serving as the Community Manager for AT&T. This account will no longer be able to accept private messages.

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.
Message 28 of 106
Contributor

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

Jamileh, I think you misunderstood - the problem is not that people are not happy with the Companion App - it is that people are not happy that AT&T requires the Companion App to locate an iPhone5!  Your feedback should be taken to AT&T, not the Companion App developer.   The problem is that it is very simple for someone to remove or disable the app so that they can't be located.

 

By the way, family locator with iPhone5 works fine on the Sprint network in case anyone needs to have this working and agrees that the Companion App is not an acceptable fix.

 

Jamileh: we would like to hear any technical explaination as to why Sprint can make family locator work without a Companion App, but AT&T could not.  What's different about the iPhone5 vs. all other phones?  What's different about the Sprint network?

 

 

Message 29 of 106
Former Community Manager

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

Thank you for the additional feedback, I appreciate it. 

 

To clarify, I work for AT&T and the team I provided the feedback for is also within AT&T. 

 

Unfortuantely, I cannot offer any technical expertise as to why the Companion App is necessary. 

--------------

As of May 1st, I am no longer serving as the Community Manager for AT&T. This account will no longer be able to accept private messages.

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.
Message 30 of 106
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