Family Safety location tracking not working

Anonymous
2023-03-05T01:16:51+00:00

Hello. I have two children with Android phones (Samsung S21's). We have used Microsoft Family Safety for a few years and location tracking has worked perfectly until a few weeks ago when it stopped updating their locations.

I looked at every setting on both their phones, making sure all of the recommended location settings, security settings, battery settings were correct. Still couldn't get their location which showed they were both "In the house" when they were actually at school.

I uninstalled the app from both phones and reinstalled it. I followed all of the security prompts for the recommended settings. Both phones started to report their location again.

However... one of my children is on a school trip. Their phone last reported in five hours ago from a service station 250 miles away. They are now at their destination, but the Microsoft Family Safety app still shows them where they were five hours ago (extremely worrying for a parent).

Looks like the probkem has happened again. This must be a Microsoft problem What are the chances of both my kids phones stopping reporting their location at exactly the same time?

Come on Microsoft please fix this. Our children are very important to us and the app is called Microsoft "Family Safety".

Windows for home | Windows 10 | Family and online safety

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  1. Anonymous
    2023-03-27T15:06:11+00:00

    Hello all - adding similar complaints regarding Family Safety app not correctly reporting the location on my Android/Galaxy Fold 4. Issue appears to have started Feb 18 during road trip to Ottawa. On Feb 19 after return from trip, family member with IOS device opened Family Safety incorrectly reporting my location as Ottawa. I was able to view that family members location in FS without issue. For several days my location did not update. I uninstalled FS, reinstalled, re-verified that the app always had permission to access my location. Location finally updated but lagged by days. Sometimes by 1 day, sometimes by 6 days. From my device, I had no issues viewing my family members locations and would get alerts as set for their arrival/departure from certain locations. Something is definitely awry with the Family Safety app on my Android/Fold 4 device.

    I know FS sometimes doesn't reflect real-time location 100% of the time , but to lag by several days is unacceptable. Microsoft, please expedite and resolve! You have paying subscribers that are not getting the functionality they paid for!

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  2. Anonymous
    2023-03-20T07:07:17+00:00

    Re: "Microsoft is aware of this problem and has arranged engineers to investigate the problem."

    Hi

    Is there any update on this issue? Or at least a place to log it directly with Microsoft.

    I have been having the same issue for a couple weeks now on both Android and iPhone devices.

    Thanks

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  3. Anonymous
    2023-03-20T00:19:02+00:00

    Same problem aboun 3 weeks ago in samnsung flip 4th gen. It take 2 days to update the location

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  4. Anonymous
    2023-03-10T17:23:27+00:00

    Here the same problem. Lease fixe these issue Microsoft.

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  5. Anonymous
    2023-03-05T10:16:54+00:00

    Hello The Daddy UK,

    Welcome to Microsoft Community.

    Thank you for your support of Microsoft products. I fully understand your concern for your two children as a father.

    We do receive a lot of feedback from users about the family group and family security features, such as not being able to add a child's account to the family group, not being able to delete administrator permissions, or not being able to perform any actions, such as "It's not you,it's us", etc.

    Microsoft's servers may be experiencing some temporary glitches that are causing the problems, including the fact that the family security app's display location is no longer updated.

    I deeply understand the inconvenience this problem has caused you. Microsoft is aware of this problem and has arranged engineers to investigate the problem. Please wait patiently for the problem to be fixed.

    Here is a small suggestion I can give you. Perhaps you could replace the home safety feature by calling your child at the same time every day.

    Please allow me to apologize again for the inconvenience.

    Best regards,

    Mitchell - | Microsoft community support expert from MSFT

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