Multi Provider Cellphones is not working as Presence Sensor - Ticket 443294

Hi Guys,

I just got an ticket open, when I try trobleshoting to add my cell phone as sensor. below the case. Ticket : 443294

Sorry by the gramar, I was obsed…

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ME :
Hi

Chat started
Kyle O. joined the chat

Kyle O.
Hey!
ME :
Hello

Kyle O.
Thanks for reaching out, how can I help?
ME :
I’m try to add my celphone as presence sensor, but i’m always getting the warning :

Kyle O.
I dont see an image. you can try attaching it as a file
ME :
"You can nont setup an device withou a celular servuce …

Kyle O.
Does that cell phone have active cell service
ME :
ISure

Sure

Kyle O.
what phone do you have?
ME :
I calling

everything wokrs

Android phone

andoroid version 6

Kyle O.
Can I please have your email associated with your SmartThings account.
ME :
ME :

Kyle O.
Thanks, let me check and see if I can find anything in your logs.

Do you know what model your phone is or who makes it?
ME :
I just clean everithuing , do you want I try add again?

Kyle O.
such as HTC, Samsung, or something along those lines.
ME :
It an Acer Liquide Zest, mode T06, Android 6

Kyle O.
Ok thanks for that info
ME :
Didi got it?

Did yo got it?

Kyle O.
let me check with our engineers and see if we have any known issues with that type of phone. but if you would like you can go ahead and try to re-add it as a device.
ME :
I do not kown if it couold help, but the Cell has 2 SIM cards and I using only one of them, maybe the software is not detecting both as it should be

Kyle O.
here is the step by step on how to add the device https://support.smartthings.com/hc/en-us/articles/200292279-How-do-I-add-my-phone-as-a-device-

yea i will let them know, i will be right back
ME :
In this article, when I tap “Connect Now” , I got the message I tould you

told you

Kyle O.
ok no worries. im chatting with the engineers now. have you tried with one sim card in?

and see if it adds then put the second sim back and see if that works?
ME :
Yes, I have one sim card in

I do not have a seconde sim card

I have only on e line

Kyle O.
oh okay… you were just saying it has the capability to have two?
ME :
yes

Kyle O.
what is e line

I’m still waiting for the engineering team to get back to me, shouldn’t be much longer.
ME :
ok

Thank you

At mean time, there an way to activate the bluetooh on the hub?

Kyle O.
The Hub doesn’t have BlueTooth capabilities.

Is e-line your service provider?
ME :
humm

e-line? No is celhpone company, videotron. It lis ke BELL

It is a cellponhe compane

Kyle O.
oh I’m sorry. it was a typo when you said one line. sorry for the confusion.

ok thanks for that
ME :
No, it is a Cellphone company, like BELL. But it name is Videotron.

Kyle O.
we are on the same page now.
ME :
OK. Thank you.

Kyle O.
Do you have issues using any map services on your phone, and just to make sure you do have your location services enabled?
ME :
no at all, everything works

For exemple, at my location it is shoing my correct location

Kyle O.
ok perfect, and the SmartThings App does have the location services enabled?
ME :
¸le see

Where I can check ?

Hi, Where I can check?

Kyle O.
let me pull up those steps for you
ME :
at my location, it is show the correct locatin ate the map, i n the ap

in the app

Kyle O.
yes but if you do not have location services enabled the app is not able to use your GPS.
ME :
But he location service is enable on the cellphone…

But, give the stpes

give the steps

Kyle O.
For apps installed on your device:
On your device, open the main Settings app Settings.
Tap Apps or Application Manager (depending on your device, this may look different).
Tap the app you want to update.
Tap Permissions.
Next to a permission you want to turn on, move the switch to the right until it turns green. If you want to turn a permission off, move the switch to the left until it turns gray.

sorry it wouldnt let me space out the steps

For apps installed on your device:

On your device, open the main Settings app Settings.

Tap Apps or Application Manager (depending on your device, this may look different).

Tap the app you want to update.

Tap Permissions.

Next to a permission you want to turn on, move the switch to the right until it turns green. If you want to turn a permission off, move the switch to the left until it turns gray.
ME :
location and store are alread enabled

Kyle O.
ok thanks!
ME :
for smarthithing app

Kyle O.
yes
ME :
no changes were made

Kyle O.
if you go to

Andriod settings>network settings>Network Operator>Search Now

does it allow you to search for mobile network opperators?
ME :
hold on

i just ask to serack

I have many shoing, and the “chose automatily” is enabled

showing

All starts with Videotron…

Kyle O.
ok thanks

ill be right back and see what we need to try next
ME :
ok

Kyle O.
I was seeing you have a tablet as well. Is it signed in with the same account credentials?
ME :
Yes, It was the firt one

Kyle O.
ok
ME :
I can remove fron it right now

Kyle O.
can you sign out of that tablet, and another thing to try would be moving your sim card to the other slot
ME :
yes

hoold on a moment

OK. IT is uninstalled

from the tablet

Kyle O.
ok, go ahead and see if you get that error.
ME :
Same warining

Same WARNING

Kyle O.
ok, did you try switching your SIM to the other slot. may want to power cycle your phone after changing slots.
ME :
hold on

the cellphone is restarting

Kyle O.
ok
ME :
same error

omg…I m lossing faith…

:slight_smile:

My friend bouth an WYNK, it took 10 min to setup everyting…and it has same phone I have. He is laughtin at me know…

Kyle O.
ok, so I did find out that your model of Phone is not supported but that doesn’t mean it will necessarily work. I don’t have any other troubleshooting steps to try, unfortunately. You can still control your SmartThings system with your tablet, and instead of using a mobile phone for a presence sensor you can you something like our Arrival sensor. https://shop.smartthings.com/products/samsung-smartthings-arrival-sensor/558

I am really sorry for the inconvenience and I was really hoping we could get your phone working.
ME :
Waht are the pnhoes are supported?

Are have an liste of phones?

Hte only thing I knew it was about the operating system

ANDROID

SO, I have an tablet samsung, it is supported?

Kyle O.
yes the samsung tablet is supported to work with the app and so is your phone.
ME :
SO why is is not working!!

Kyle O.
but not necessarily with the mobile presence.
ME :
IT is claer for me that the app has a BUG

so IT is suported that the tblet works as presensensor?

The SanSUmg tablet?

Kyle O.
That type of phone is not supported as a mobile sensor device. The function of the app is fine, its just confused by the manufacture of your phone and thinks its probably a computer.
ME :
An please priveme de list of phones taht are suport as Presence sensor please.

The App is not working as it should be, how it possible for an part of the app horws "Set location for the HOME2 and it is not working as PResence sensor

PLease provide me the list os supported celphone phone please.

And les continue with the table …

Kyle O.
does the tablet have cell service? the mobile presence works off of the GPS
ME :
It does not work with GPS?

`BUt, before, please provide the list with the cellphones

supported for this metter

Kyle O.
our app works with Android 6.0 and above and iOS9 and above. but we don’t have a list of mobile phones that work as mobile sensors.
ME :
So, the only requiemte is the OS,

How can you afirm that my cellphone is not supported,

Kyle O.
your tablet would need gps service to be used as a mobile presence sensor. but you can still use the app and control devices.
ME :
I think it is the esasy way …

Wauint, so you cannot tell that may cellpnho is not supported.

The only requiments is the OS, so android 6. is wath i have

I think you should Open a bug incibent

Kyle O.
Sure thing, I would love to escalate this for you and have our team look into it.
ME :
PLease scalate and give an ICIdENT number

Regina B. joined the chat

Regina B.
Hi Carlos, my name is Regina and I am a technical lead here with SmartThings Support
ME :
OK

Regina B.
I am very sorry that your model of phone is not able to be added as a mobile presence sensor at this time.
ME :
I’m really sorry. It is not clear waht you support…

Regina B.
Right now SmartThings will work on most phones using Android 6.0 and higher but there are likely some edge-case niche models that this does not work on, such as phones which support multiple carriers.
ME :
Waht can you do to solve my problem…

Regina B.
I am sorry that your phone is not working, but I have passed this information along to be investigated further.
ME :
SO, what I needd is an INCIDENT case Number

Regina B.
Sure, you can reference ticket 443294
Kyle O. left the chat
ME :
Is not possible that device like samrtthing suport to work with hundred of device can not use a simple cellphone…

With nu,ver I call to get update about this case?

Regina B.
This is an isolated case at this point, as we do not have any other similar reports. It may be that not many others have the phone you do, or that this is isolated to your specific cell phone.
ME :
It is a big prpoblem, the most of people will not inciste, they simpley let it go and buy bother thing…

Regina B.
While I cannot guarantee any timeline, I am happy to follow up with you via email when we have an update on your issue.
ME :
If ididnm’nt inciste I was not talking with you now, do’nt you?

Regina B.
I’m sorry, I don’t understand
ME :
What I mean is, the most of people do not inciste on the problem, they simply giveup. And i was not INCISTENT enought , I was not talking with you know, I had simply accepted that “My phone is no supported”…

Regina B.
Ah, I see, thanks for the clarification.
ME :
The only way to flow it up is by email?

Regina B.
It’s possible that you are correct, and I thank you very much for bringing this to our attention.
ME :
or can I call?

Regina B.
You can call us at 1-800-SAMSUNG but it may be better to wait for us to follow up with you when we have an update. It is your preference, though.
ME :
OK. I wil lsahre this case with the comunity.

Regina B.
I see, is there a community posting on our forums where other users have your phone model and are experiencing the same issue?
ME :
Thank you. I will wait the flow up

Regina B.
I would like to pass this information along to our engineers, if this is the case.
ME :
no, I will juste create one…

Regina B.
Ah I see, thank you for the update on that. I look forward to finding a solution for you and will follow up at ME :, is that the best email to contact you at?
ME :
Yes. PLease.

Does your phone have a data plan? The SmartThings mobile presence feature requires data as well as location services. It won’t work on a phone that doesn’t have a data plan.

See the following:

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