Forum Discussion
FamilyWhere
My familywhere won’t track on e of our phones, it shows up on our family members list, but whenever we try to locate it on the phone we get “*****’s phone isn’t responding, the phone might be off or out of network coverage” even with the phone 10 feet away, the message we get from the browser simply states “failed to update *****’s location”
Is the phones location turned on?
Does the person with the line know there's the familywhere service on the line? There's ways/apps that can hide location.
FamilyWhere is all about being able to locate those devices, so having one that is not updating is really weird. What make and model is the phone that is not able to be located? Nuestra T-Mobile FamilyWhere app T-Mobile Support page discusses some Android devices that have to have some settings updated to make the location more accurate so changing those could help in this case as well.
When you are testing the location, have you turned off Wi-fi? If you have tried with location on and wifi off and all the recommended settings from our support site and you are still seeing the same error, you would want to contact our support teams to have them file a ticket for the FamilyWhere issue with that one line. Most people on the Community like to reach out by sending a direct message on Facebook, but you can also call 611 from your T-Mobile phone.
Hope this helps.
gramps28 wrote:
Is the phones location turned on?
yes
magenta9638748 wrote:
gramps28 wrote:
Is the phones location turned on?
yes
yes
magenta9638748 wrote:
magenta9638748 wrote:
gramps28 wrote:
Is the phones location turned on?
yes
yes
yes
There are a lot of reasons the device might not be possible to locate. Sometimes apps that aren't used on devices for a long period if time are disabled. The app might not have all of the permissions it needs to locate the device remotely. The device is in Airplane Mode when you requested the devuces location, are a few of quite a lot of possabilities. Have you tried re-registering that device with the FamilyAnywhere system again?
