SmartThings Support

My mobile presence isn't updating my status consistently

Mobile presence gives you the ability to know when people come and go using the location services on their phones. If your presence status is updating inconsistently, there are some steps you can take to optimise performance.

The steps below are not guaranteed fixes, as there are many variables outside of SmartThings’ control that affect mobile presence. Wi-Fi and cellular connectivity, mobile devices’ native capabilities and battery/data allocation, electromagnetic fields, solar flares (no joke), and other innumerable factors can influence your presence status. Results vary by person, by phone, and by whether you wish hard enough (yes joke).

For further information about mobile presence behaviour, common issues, and the role your phone plays, read this article.

 

Troubleshooting Tips

Try the following:

  • Enable location services on your phone and set them to their highest accuracy. Also give SmartThings permission to access location services at all times.
    • On iOS: Settings > Privacy > Location Services > SmartThings = "Always"
    • On Android: Settings > Location > "On" and using wireless networks (Mode = “High accuracy”)
    • On Windows Phone: System Settings > Battery Saver > Usage > Select "SmartThings" > Enable "Allow this app to run in the background even when battery saver is on"
  • Enable Wi-Fi. This is a must.
  • Make sure your geofence is in the correct location.
    1. In the SmartThings mobile app, tap the menu (Android) / More (iOS)
    2. Tap the gear icon beside the Location
    3. Tap the map (if needed, long press to place the pin in a new spot on the map, or tap and hold the pin to drag it)
    4. Tap and drag the dot to change the size of the geofence surrounding your home
    5. Tap Save when you're done
  • Expand the size of your geofence. Mobile presence behaviour can be negatively impacted if your geofence is too close in size to your local Wi-Fi network.
  • Disable any battery savers, including Doze on Android Marshmallow. (You can find the steps to disable Doze here)
  • Temporarily log out of the mobile app, especially if you and users of your account are logged in on multiple devices. When logging back in, make sure the device matches the login credentials—each mobile presence device must have its own unique user. In other words, Sue should log in to Sue’s phone with Sue’s email address. You should not log in to your own mobile presence device using your friend’s or family member's account.
  • If you recently got a new phone, make sure to sign out from your old phone so SmartThings can keep track of your mobile presence accurately when you log in with your new phone
  • As a last resort, remove your mobile presence from the Things page and then add it back.

 

Contact Support

If you've tried everything and still aren’t seeing results, send your mobile presence log files to the SmartThings support team.

From the SmartThings mobile app:

On iOS: Menu > Support > Help Us Debug > Send your Mobile Presence logs

This will generate a pre-populated email. Be sure to enter a brief description of your issue in the body of the email where indicated.

On Android: Menu > Support > Help Us Debug > Check the box for Geofence Diagnostic Log (if not already checked) > Tap Send Geofence Log and choose your preferred email client

This will generate a pre-populated email. Be sure to enter a brief description of your issue in the body of the email.

 

Get In Touch

Reach us by phone
1-800 SAMSUNG
1-800-726-7864
9 am to 6 pm Pacific Time, Monday through Saturday
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