Samsung offline finding feature does not work

[Laval]

I don't know why the feature does not work. Any help would be appreciated.Thanks

[SamsungLaura]

Hi @Laval, that's strange. 

Offline finding can be located under Settings > Biometrics and security > Find My Mobile > Offline finding. 

Could you clarify what you mean by not working? e.g you are unable to turn on the setting or other devices are not picking up the signal from the offline device.

[Laval]

Not receiving any signal from the offline device

[SamsungLaura]

Hi @Laval, thanks for clarifying. Can I ask which devices you are using, and whether you have airplane mode enabled on the offline device? 

Airplane mode may be inhibiting the offline device's networks including Bluetooth. 

It is important to note that Offline finding in this case refers to network connections, and that the device still needs to be powered on. 

[Laval]

i am currently using a samsung galaxy note 20 ultra and no, the airplane mode is disabled.

[SamsungLaura]

Which device are you using to check for the Offline finding signal?

[Laval]

my laptop

[Laval]

through find my mobile web

[Samsung_YHnkPzb]

I have been trying the offline finding feature and has not been able to get it to locate my device either.

The offline feature is turned on on both my S9 and S20+. I have put my S9 in airplane mode and tried locating it from my S20+ as well as from my laptop (findmymobile.samsung.com) and I'm told in both instances that the S9 cannot be located.

I have tried locating the S20+ while it is in airplane mode and have also been unsuccessful. 

My reason for putting the device in airplane mode and trying to locate it is to simulate what thieves normally do when they get your device. My S20+ is running version 7.2.24.12 of the Find My Mobile app.

So, is it that the offline finding feature does not work if the device you're trying to locate is in airplane mode though powered on?

[SamsungLaura]

Hey there,

thanks for reaching out. I suggest sending an error report within 2-3 minutes of the issue occurring for this to be investigated. Error reports are sent to our team to identify any deviations in your device performance, once analysed, our team will get back to you with a response to advise further. 

To send an error report:

Samsung Members app > Get help > Error reports > select issue category > Describe issue and frequency > Tick ‘Send system log data’ > ‘Send’ in top right.