Locate Device never works (picture attached)

How can I solve this problem? Find phone never worked, it was one of the features that made me buy premium.

Find phone is activated on phone, high precision location is selected and maps is working. It`s a Moto X Play.

It`s hard to be a premium and don`t have full premium privileges.

How can I solve this problem? Find phone never worked, it was one of the features that made me buy premium.

Find phone is activated on phone, high precision location is selected and maps is working. It`s a Moto X Play.

It`s hard to be a premium and don`t have full premium privileges.Attachments

Hi,

Thank you for your feedback.

Sorry for any inconvenience that you've experienced.

Would you like to ​sign out of web Airdriod and sign in again to see if it works?

Best Regards,

Hi,

Thank you for your feedback.

Sorry for any inconvenience that you've experienced.

Would you like to ​sign out of web Airdriod and sign in again to see if it works?

Best Regards,

Hi, thank you for the information.

I tried log out and log in, unfortunately it didn't solve my problem.

So I'm still waiting for a solution.

Hi, thank you for the information.

I tried log out and log in, unfortunately it didn't solve my problem.

So I'm still waiting for a solution.

Hi，

Thank you for your prompt reply and sorry for later reply.

Would you please help us to clarify the issues by doing the following things?
1. Click this link to download the AirDroid.
https://dl.airdroid.com/20180319114935_AirDroid_4.1.8.0_findphone_823.apk

2. After download, login web AirDroid and use the Find Phone feature again.

3. Then send us your log file of your phone so that our tech team can give you a further check?
(Kindly note that there is no personal data collected and the required info is for further checking the issue.)
You can find the log files here:
Phone:
/sdcard/airdroid/exception.log
SD Card/Android/data/com.sand.airdroid/files/
SD card/Android/data/com.sand.airdroid/files/main.log

You can send the log file to our official mailbox(support@airdroid.com).

Feel free to let us know if you need further help.

Best regards,

Hi，

Thank you for your prompt reply and sorry for later reply.

Would you please help us to clarify the issues by doing the following things?
1. Click this link to download the AirDroid.
https://dl.airdroid.com/20180319114935_AirDroid_4.1.8.0_findphone_823.apk

2. After download, login web AirDroid and use the Find Phone feature again.

3. Then send us your log file of your phone so that our tech team can give you a further check?
(Kindly note that there is no personal data collected and the required info is for further checking the issue.)
You can find the log files here:
Phone:
/sdcard/airdroid/exception.log
SD Card/Android/data/com.sand.airdroid/files/
SD card/Android/data/com.sand.airdroid/files/main.log

You can send the log file to our official mailbox([email]http://forums.airdroid.cosupport@airdroid.com[/email]).

Feel free to let us know if you need further help.

Best regards,

Hi, sorry for the late response.

Did everything, exception.log is missing. I will send main.log through e-mail.

Hope is enough to solve the problem.

Hi, sorry for the late response.

Did everything, exception.log is missing. I will send main.log through e-mail.

Hope is enough to solve the problem.

Thanks for your reply. We've reply your email and please check it in your mail box.

Thanks for your reply. We've reply your email and please check it in your mail box.

Thank you very much, I'm very happy as the problem was solved!

Thank you very much, I'm very happy as the problem was solved!

You're welcome. If you have any problem please contact us without hesitate.