Please raise a ticket and if you can be as specific as possible, that helps. Comments about when the error occurred, if you had to open the app for presence to update, if you were connected to Wi-Fi, etc are all helpful.
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I have raised the following with all relevant information.
I hope!!! 
Support request #377589: Phone presence not updating.
One of the suggestions from ST, besides many other things to try, was to delete my wifes phone presence and re-install.
As I have numerous pistons/smartapps using it I was very reluctant to do it.
I finally bit the bullet and did as requested.
This did the trick. Yippee!!! 
Not really a satisfactory way to cure the problem but it worked for me.
Lets see how long it continues to work for.
I have done that in the past, and my issue returns. Hopefully with seeing GPS falling off when app is in the background, a fix can be found. I wish you luck though.
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Good evening Brad. Thanks again for flagging my ticket. I just received a reply from Josiah a Support Tech. Basically it says to try the Arrival Sensor or Life 360. Doesnât mention anything about GPS or background on the app or looking into anything further. I just want to let you know, as I hope this isnât the end of the line for the flagged ticket. Hopefully itâs going somewhere else, as this reply is basically another push off/standard reply when someone submits a presence ticket.
I flagged it again. Have you had any mobile presence issues since those logs? If so, please send them in with the details of when the failure occurred. Thanks!
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@Brad_ST
Thank you.
No issues since the last ticket. When it happens again, I will for sure submit a ticket with all the details and also post it here, to your attention. Usually it works for a few days/week then stops. It does seem about that time⌠Hopefully it knows I am looking for it and has moved on.
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When I hit send logs it asks for a method. I am assuming by email, but where should I send them?
If you select an email client, such as gmail, the subject line, body, and recipient (support@smartthings.com) will be pre-filled. You can add some additional details at the top indicating when you should have been marked present/away.
Good morning. Looks like it is not updating for me this morning. I left the house about 7:20 and it still shows I arrived yesterday at 5:48. I have been away from the house for 1.5 hours and about 30 miles away. I have the app open, and it took a few minutes to refresh to away. It now shows away as of 8:53.
I submitted the logs.
Thank you.
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Just wanted to give an update. I was contacted again with the generic reply after I submitted my last ticket 4 days ago, and I replied asking to look at the logs and link it to the previous ticket.
I received a reply to that request from a Technical Lead that said he was able to confirm by the logs âthat is seems like the location tracking for the app slows to a crawl (if not completely stopping) when the app is not in the foreground on your phone.â He asked if I had any task saver/killer apps installed, which I do not. I was also asked to confirm that I have ST location service set to âAlwaysâ and background app refresh enabled. Of course, both settings are correct.
Hopefully we can discover something here that can be adjusted.
The other phone in our family is now stuck as well. Happens just like mineâŚEvery few days. I have not heard back from ST since my last reply on Saturday.
@Brad_ST Anything else I should be doing with this? I feel like the momentum has slowed down a bit, but I hope we are still looking for a resolution. Thank you.
I just sent in the logs from the other phone in our family. I added the same case number I was given in the description. Hopefully seeing two logs will help.
@Brad_ST Any Updates on your end? I received an email on Friday stating that I should try removing both phones as presence sensors and then add them back. I guess I will try that, but wanted to see if you had any additional information on this.
AlsoâŚwere you able to review the logs for the other phone? I was hoping that seeing logs from two different devices would help narrow down the issue.
Thank you.
Mobile presence reliability is a long-standing issue. A large part of that is our reliance on the native OS to provide location services but if there are other failures independent of the information provided by the OS, we need to track and look into them. Given all that though, there isnât going to be a quick fix and singular fix.
I havenât had a chance to personally look into the logs but do keep sending them in and providing details if you can.
@Brad_ST Okay, will do. I just didnât want to be sending logs in if they are not going as far as they nee/should be. The replies I receive are normally generic when I send in the logs, and I wasnât sure if what I sent stopped there, with the first contact from support. Thanks again.
@Brad_ST Sent it logs again just now for my phone. Did the usual thing. Thank you.
Brad, what is the best way to send these in? I ask because every time I send in new logs, and notate the previous case ID, I get the generic reply linking to the troubleshooting guide, link to known issues, and the basic âfirstâ reply. I then have to respond back trying to explain that my previous logs have been looked at, and issues are seen, and that I was asked to continue to send in new logs when it happens. I just want to be sure that by continuing to send in logs they are being sent to the right place/people who are already aware of the issue I am having.
The biggest issue that I have been reporting for more than an year plus which has been acknowledged by support but never gets resolved is that even though the mode actually changes but never reflected correctly in the mobile iOS ST app. Night to Home will never reflect even though background refresh is on. And looks like these days itâs Away to Home (I am back) as well unless you force kill your app. This was fixed at some point but reappeared nearly a year back. @slagle Tim, are we ever going to get a fix for this?
@Brad_ST WellâŚsent in a new set of logs just now as it happened again. It falls off after a while and only updates if I open the app and let it sit.