T

6 Messages

Mon, Sep 20, 2021 8:12 PM

Locations not showing on app

After updating app to 2078.1.02 on an iPhone with ios.14.8 only one location is visible.  Both locations are on my account, and are able to be selected online. (PC)

Community Admin

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2.9K Messages

Il y a 1 a

Hi t-a-j,

Do you still see the address of your location at the top of the app? if you tap the address, that should open up a drop-down where you can select the other location to view.

- Johnny M.
SimpliSafe Home Security

6 Messages

There are two locations on my account.  They both show on the desktop currently, and did on the previous version of the app.  Now, only one of the two locations show on the app, and  the drop down is not selectable.

Community Admin

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2.9K Messages

Il y a 1 a

Hi t-a-j,

Not even when you tap the House icon at the top right? It unfortunately doesn't look like an obvious button, but tapping it should show a popup selector.

It might also help to know what mobile device you're using, and the version of your operating system - just in case I need to take this to our dev team.

- Johnny M.
SimpliSafe Home Security

6 Messages

Il y a 1 a

no, "choose your location" opens with no addresses populated.   iphone 7 running ios14.8

6 Messages

Il y a 1 a

can the app be rolled back to previous version until this is fixed?  I checked this on an older phone, both locations are accessible.

Community Admin

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2.9K Messages

Il y a 1 a

Hi t-a-j,

We need to gather a bit more info, and I'm working with our dev team right now to investigate. In the meantime, have you already tried simply completely deleting the app and reinstalling it? There might be some incorrect data saved on your device and might help to start over.

- Johnny M.
SimpliSafe Home Security

6 Messages

I have deleted and reinstalled the app twice.

5 Messages

Il y a 1 a

"Choose Location msg"
Between my wife and I, we have three iOS devices (two iPads and an Iphone SE (latest version)), all of which are running iOS14.7.1
When we open the Simplisafe app on the iPhone, and select the little house icon in the upper right of the app screen, we get a "Choose your location" pop-up, but no addresses populate the box to choose from. The two iPads do not have this problem, and neither does my Google Pixel phone.
We have uninstalled and re-installed the app (ensuring we have the latest version of the app), and rebooted the phone, but none of this fixes the problem.

Help!

Community Admin

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2.9K Messages

Il y a 1 a

Thanks for the info, bob_75.

It does sound like you're having a similar issue. We're looking into it. An agent might reach out to you for more info soon.

- Johnny M.
SimpliSafe Home Security

Community Admin

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2.9K Messages

Il y a 10 m

Hey folks,

Just to close the loop, especially for those who might find this thread in the future. We've discovered that the issue pops up if you have the text size on your phone set to larger than the default.

When you go into the SimpliSafe app, navigate to the Dashboard, and tap the House icon, that should pop up the location selector (at the bottom of the screen). But if your phone is set to display larger text, it seems that the popup doesn't have enough space to display more than one location at a time.

The solution is to swipe up on the location name, instead of just tapping. That will allow you to scroll to the other locations and select them.

Hope that helps! If you have more trouble, let me know and we'll investigate more.

- Johnny M.
SimpliSafe Home Security

5 Messages

Hi Johnny M.

You are correct! It is all related to the text size set in the device. HOWEVER, your solution of just scrolling up DOES NOT WORK. The only thing that does "fix" the issue is going into the settings screen and resetting the text size to the middle setting or smaller.
This is a temporary remedy, but it seems that the app it self needs a little adjusting to fix the issue.

Thanks for getting us this far.

6 Messages

Il y a 10 m

Thanks, the text size does resolve the issue.  The swipe up doesn't work on my device either.  I agree the app needs some adjusting.

Community Admin

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2.9K Messages

Il y a 10 m

Thanks for the update, t-a-j and bob_75!

I'm glad at least that returning your text size back to default (or smaller) can function as a workaround in the meantime. But we're having our app design team look into it so it won't be a problem in the future.

- Johnny M.
SimpliSafe Home Security