Pro5s, VMB5000 Arrive/Leave not working

[pauper66]

Last week I bought and set up the Pro5s and VMB5000. I went to set automations and could not get it to work. After several attempts and a couple hours on chat support, Arrive is working. I asked them to walk me thtough step by step in case I was missing something, and we did exactly what I had tried several times already.

Here is wher I am now: When I leave, nothing changes. System stays in standby mode.  I have to change it manually. When I arrive back home, the system WILL go into standby mode, as intended,

I am the only user. Android. Pixel 7 Pro, (everything updated and current)  and it shows in the people section. I have tried selecting "everyone" and "Specific People". Nothing seems to work to fix this.

When I tap the Test Automation button, it givers me a checkmark, yet it still fails to work. It did exactly this as well when the Arrive wasn't working.

[pauper66]

Your support is abslutely terrible.

I was on hold for over an hour waiting for chat. This was the second attempt at fixing this. When I finally got an agent. we were on chat for about an hour.

Eventually the agent asked me to uninstall  and reinstall the app. I did so.

The agent asked if I was still there and and said I would be disconnected if I did not respond within three minurtes. I responded immediately, letting them know I was waiting for the app to reinstall, they acknowledged, and repeated the threat of disconnection.  And when I went to respond to let them know the install was complete, they had already disconnected me. Time stamps show this was under two minutes.

When I tried-more than once- to reconnect to chat, I got a message that all agents were busy, and I could not be connected. Initially. at them  start of caht, there two people ahead of me I initiated yet another chat session, with an alternate email, and  I was connected with an agent in the the time it took me to type the first part of this message. That seems oddly suspect to me.

[jguerdat]

What phone and OS version? 

[pauper66]

Android 13. Pixel 7 Pro, (everything updated and current)

[jguerdat]

Although I don't recall details, there was another Pixel 7 user who posted recently, perhaps with the same issue. I would use Settings ("person" icon top  left), Support Center and click on your device to start communication with official support to raise the issue.

[pauper66]

I have about 10 hours over four sessions with support already. All they do is talk me through the steps to set it it up then link me to the article to turn location permissions on. Which I have clearly showed them, they are.

Seems to me if it was an issue with location settings, the "Arrive" automation would not work.

Everything worked flawlessly with previous cameras and app on this same phone.

[jguerdat]

I can't say what the problem is which could be in the app and/or the phone (the app needs to use location services from the phone). @JamesC or @ShayneS ?