I have challenges with my kids iphone 7. ST claim that they mobile phone is not present, even though it is prescent. It worked for a while, but then stopped working…
Any advise what I could do? I have tried to open teh app on the phone, but no luck… strange that it used to work and then stoppen on both phones.
Something to check if you haven’t already - make sure that security allowing SmartThings to know where they are under Settings has not switched back. These days iOS is asking the “Allow appXX to know your location” question more frequently even for apps that you’ve given permission to for years. Answer wrong and you lose presence in ST.
(Look under Settings - then Privacy/Location Services (which should be on) - then scroll down to SmartThings app and make sure it’s set to Always).
(You probably know this already, but I thought it was worth a try!)
Alec
Hey there! @Ankan, I completely understand your frustration with Mobile Presence not displaying the correct status.
AlecM is correct in suggesting to check your permissions on the Iphone 7 to ensure that ST is “Getting the location from that phone” is turned on.
Here is a troubleshooting article on setting up mobile presence: Use your phone as a mobile presence device
To Reset Mobile Presence, You simply toggle the option in the ST Settings to get the location from your phone to off and then back On.
If the symptom persists after a reset, I would recommend creating a Support ticket so we can look into your concerns further.
You can reach out directly to a support team in your area using the below information:
US: 1-866-813-2404
US: support@smartthings.com
UK: support@smartthings.co.uk
UK support 0333 0000333
I hope this message finds you well!
^SamsungZell
Thank you for your advice!
I tried to toggle off and on. And it looks as if it is working!
My son is saving data traffic, he tends to turn off roaming. But when he i reaches school he is within wifi reach. I guess this is making things complex. I looked at his phone (via device list), and it says it is not present.
I could be that the phone need to leave the home area in order for the phone to change status…
It would need to detect an Event of the phone location changing, specifically leaving the home Geo-Fencing Location that you have set.
You can additionally check your Geolocation Settings in the ST App for the best accuracy.
In the ST App > Select the (…) Three Dot Menu > Manage Location > GeoLocation > Ensure your radius is set and accurate for your location by following the on-screen instructions.
I’m glad that the Toggle reset was able to address the concern, I’d verify the Geolocation and you should be all set!
I hope this message finds you well!
^SamsungZell
Hmmm
It still does not work. I have tried all your tips… The weird thing is that it works on my phone, but not on my kids phones. The have iPhone X so the phone is ok…
A
Summary: Go to Smasung.com --into the account of the person who is having the trouble with geo fence - remove all phones – remove them then from ST – the bring them back into ST – now there should only be ONE phone in that persons samsung account – this took me from Unreliable to 100% reliable!
If everyone is under one samsung account, perhaps creating different accounts for each person and then bringing them in to STs. I’m not a developer, and I have no evidence to prove this does anything, but it DID work 100% for me.
Hoefully what I have to say may help someone. In my ST account my Iphone has never had any problems. With, without webcore, whatever, never had a problem ever. My wife’s however is a dfferent story. About a year ago after switching to the new app, her Iphone 6 quit all location reliability. Whether in the app, out of the app, ad nauseum… ( usually opening ST app on her phone would get a fresh location update adn trigger the app )
At the time I fixed the issue with webcore and some pistons. It worked perfectly. Fast forward to present. A recently purchased Iphone 12 and shutdown of Iphone 6 did not work reliably either. Previously a ST ticket ( 2021 ) answer they told me that originally it was because her phone was too old and I should upgrade her phone. that I fixed at that time using webcore. But then once upgraded, Mar 2022, the new phone did not work correctly either…
Careful thought about the on going problems led me to consider HER SAMSUNG ACCOUNT… since the phone device is ultimately tied back to each individuals account… About a week ago I accessed her Samsung account ( Samsung US | Mobile | TV | Home Electronics | Home Appliances | Samsung US) and noted that it showed 2 iphones as her devices. Even though one of those had been turned off… SO I deleted ALL phones from her SAMSUNG ( Not smartthings) account and then deleted her from ST and proceeded to re-invite and re-enter her into ST. Since removal of the extra phone in her Samsung account, there have been ZERO issues. I’m no longer using webcore, since that is going away soon anyway. I am using a mobile presence sense to make a virtual switch as a device handler in ST, but I bet I do not even need that. In any case, If you are having immeasurable fails with your geo fence reliability, check on your SAMSUNG account and see how many phones are in there…Maybe it works for you too
I am experiencing the same issues with presence as are many others. Both my wife and I have iOS phones, latest updates. Her works good, mine less than 5% of the time.
What I don’t understand is why this issue isn’t a PRIMARY fix for Samsung? Sure some automation runs off of time or contacts open\closed, but what is a smart home that can’t react to presence? If presence doesn’t work, alarms don’t work properly, doors won’t unlock, lights stay off. Currently I must remember to open SmartThings BEFORE I arrive home, if I remember. Otherwise I sit in my car waiting for location to update, automations to run. Not a very smart house.
Considering using HomeKit as I have the Apple TV. But will need to buy a few new sensors.