Verizon Cloud only restores 9% of Messages

I'm having an issue where a Galaxy SIII will show 11894 Messages in the Content Restore of Verizon Cloud. However, when the Restore is initiated, it only restores about the first 1109 messages, or about 9%. When it reaches that point, the progress bar jumps to 100% complete and indicates the Restore is complete. That's not true, however, as it is missing the remaining 10700 or so messages. It restores the oldest messages up til about mid September 2013, so the end of 2013, all of 2014, and beginning of 2015 are not restored to the phone.

I tried calling tech support and they did not understand what I was talking about, and told me I need to upgrade my Cloud storage. However, the Cloud setting screen shows only 1.4 gigs out of 5 gigs used.

I have attempted the restore over 4G as well as over Wi-Fi. I have done all updates and tried it again. I've tried it about a dozen different times but each time it only restores the first 9%.

Is there anyone that can help me with this? There are some vitally important messages that need to be restored.

Thank you!

Accepted answers

judgedoug

Thankfully my message worked it's way up the ladder, and I have been working with high level Verizon tech support and the developers of the application for the last few weeks. They have been providing new debug versions of the apk and I have been providing screenshots and logs. They hope to have it fixed soon.

All comments

Verizon_Support

I'm sorry you're having issues with your Cloud judgedoug. Have you attempted to delete some of the old text threads you no longer need? This may help.

Kinquana_VZW

Follow us on Twitter @vzwsupport

judgedoug

This was restoring to a brand new Galaxy SIII. There were zero messages stored on the phone.

Verizon_Support

Hi judgedoug!

Let's get your messages backed up! Sorry you're having issues with this. Please try again and see if that works. You also have the option of Verizon Messages http://vz.to/1weyUqh You also have the option of checking the Play Store for applications that back up your messages.

ChristinaB_VZW

Follow us on Twitter @VZWSupport

BrandonWernette

I've been having this same problem for a few months now. I keep trying different things. Unfortunately, I think you're going to have to wait until the developers make the app not suck anymore.

judgedoug

BrandonWernette

Cool. I went through a similar process, but it was not quite as rigorous. Please comment back here if they ever get it figured out.

num1baby

I have the same problem. It also happened the last time I used restore a few months ago, but those lost messages weren't as important as the messages I lost this time.

Please keep us updated on the fix. Thanks.

Need4Speed

My wife is having this same issue with her replacement phone and attempting to restore 8000+ messages. The restore will continually show completed after getting around 1400 - 1500 messages and then just gives up. I've tried everything to no avail. Would like to see this resolved soon.

judgedoug

Hey everyone,

I have worked with Verizon support and with the developers and as of yesterday I was able to restore all of my messages. I asked them to check in on this thread to see if they can help you all as well.

BrandonWernette

Verizon Dev People,

I am still having this problem. I would love to be walked through jugedoug's solution.

jollsballs

Hey, I've been trying tirelessly to restore my message from cloud and I am having the issue you had. I have tried multiple times to fix it with the directions you sent and it still does the same thing where it says the content was restored but nothing shows up. Any other tips you have? Verizon tech support has been zero help. Thanks

MibuNoOkami

I have been having this issue as well, and it is very frustrating. I backed up my messages and call history to Verizon Cloud before doing a factory restore on my phone (LG G2). When I reinstalled and updated the Verizon Cloud app I was able to restore my photos and contacts with no issue. However, when I try to restore my message and call history, it runs for a few seconds an only restores a handful of messages and calls from early 2014. The app says I have 800 messages and 500 calls backed up, but it is only grabbing a few from a year ago.

I have now also turned off the back-up function for messages and calls because I don't want my "empty" phone to overwrite what the cloud has. I know they are there, now help me get them back please!

caecilia97

I use an app called SMS Backup and Restore from the Google Play store. It will back up my SMS messages and email them to me before I do a reset on my phone, then I can just pull the file from my email and restore it all. Been using it for a few years across about six different devices, and it hasn't failed me yet.

judgedoug

Hey everyone,

this is the final set of instructions from higher-tier tech support. Please note that I was working with higher level tech support as well as the app developer specifically with my account, so I am not sure this will work for everyone.

Update Verizon Cloud to the latest version available on the Google Play Store, currently version 14.3.34.

Open Cloud > Tap Horizontal 3 bars on top left > Tap Settings > Tap “What to back up” > remove checkmark for “Messages” > Tap OK.

Finally, please verify that SMS limits is disabled (IMPORTANT; in your Messenger settings)

Please do not re-add checkmark for Messages in “What to back up”. This can cause loss of data.

Please re-test restoring your messages. Please do NOT re-enable syncing of Messages under “What to Back Up” until after everything has been restored successfully.

jollsballs

Still can't get it to work

judgedoug

Yeah, as I said they were specifically working with my account... your best bet is to file a new support case and ask for higher level support specifically for the Verizon Cloud restoring messages bug.

e-ec-ecu

Solution for me:

I had a similar issue this week when I got the new Galaxy S6 Edge. Cloud would only restore about 345 out of 5500 messages and then it would show "Restore Complete". But, MANY MANY messages were missing.

Well, I contacted tech support and got forwarded to tech 2 and higher support. After a few calls back and forth I got a resolution. It appears the vendor of the Verizon Cloud (not made by Verizon) needed to make some changes. The update was applied to their Cloud App on Google Play Store this morning (15 April 2015) ... but runs on the same version as prior.

Anyway, try this!

(Do this on Wi-Fi because if it hiccups, the Restore will fail)

1. Go in to your Settings -> Applications -> Application Manager

2. Find "Cloud" (It is not called "Verizon Cloud). Tap "Cloud".

3. Inside "Cloud" click on "Force Stop".

4. Once that is done, click on "Clear Data".

5. Now, go into the "Play Store" and search for "Cloud" and tap the Verizon Cloud.

6. It should show that it is "Installed" and you can click "Uninstall" or "Update" (Can't remember).

7. Either way, click "Uninstall"

8. Once the Uninstallation is complete, find it again in the "Play Store" and "Install".

9. After you install it, if you have the option to 'Update", go ahead and update.

10. Once it is completely installed, open it and configure it again.

11. Try the restore again!