Since my phone system updated I cannot make purchases within any of the apps. I have tried on other devices with no issue. The only thing that is different is this system update.
RAIDERETTE1919_ Thank you for reaching out to us. We understand the importance of a working device. Let's get started. What is the make and model of your device? Have you tried uninstalling and reinstalling the application?
TabithaJ_VZW Follow us on TWITTER @VZWSupport If my response answered your question please click the Correct Answer button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!
Hello Tabitha J,
I have a Motorola Droid Turbo.
On Jan 10, 2017 6:56 PM, "vzw_customer_support" <forums@verizonwireless.com>
And yes I have tried uninstalling and reinstalling the app.
RAIDERETTE1919_ Thank you for your speedy reply. Let's continue. Are you currently using Wi-Fi? Is your mobile data turned on? Have you turned your device off after reinstalling the application?
Yes, I am on WiFi. Yes, I have data service. I have tried turning on and
off my phone, clearing app cache, all my phone cache, I even tried to
factory reset my phone but it freezes so I was never able to complete it.
On Jan 10, 2017 7:18 PM, "vzw_customer_support" <forums@verizonwireless.com>
Hello,
Now I am getting an internal internet connection issue. How do I fix this? It is not with all of my apps but some of them. I have tried switching from Wi-Fi to cellular data and I still get the message. Please help. I tried factory resetting my phone as well but it just freezes.
What is the software version of the Amazon App Store that you reinstalled? In the app under settings is the 'Allow In-App Purchases' set to on?
If you read my last post, I cannot get into the app now. It states I have a
internal service issue. It states I need to check my internet connection
however I have tried over wifi and cellular data and it still doesn't work.
Neither does my Verizon cloud app.
This has all started since the system update I received and is becoming
extremely frustrating!
You can find the application version under the phone settings. Open the Apps section in the Settings and scroll down to the specific application and open the App Info screen.
RAIDERETTE1919, thanks for your time and patience through all of this troubleshooting. We really want this resolved for you. What make/model phone are you using? Please run a device health check and post screenshots of the results >> http://vz.to/2hnWj4E
MarcusS_VZWFollow us on Twitter @VZWSupportIf my response answered your question please click the 'Correct Answer' button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!
Thanks for sharing the App screenshots.
You are unable to make any in-app purchases in Game of War because you haven't given that game the permission to do so.
Generally the application is going to want to have the following permissions allowed for normal operation.
Your other Apps that are having issues connecting to the internet or performing other functions are likely also lacking your permission to do so.
For your second app screenshot WOW! That application was replaced with the Verizon Cloud App almost 4 years ago, classic!
Its way past time to upgrade to a current App and stop using that so you can have normal backup capabilities again since that application is no longer supported. Backup Assistant Plus FAQs | Verizon Wireless
You have already done quite a bit to get the Amazon App Store to work for you. Were you able to allow the permissions for the app, RAIDERETTE1919?
TamaraH_VZWFollow us on Twitter @VZWSupportIf my response answered your question please click the �Correct Answer� button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!
Hello Marcuss,
The in app purchasing is not my only issue. As you can see by the screenshots below, there is now another issue that has started and it is not just with the Game of War app but also with my Verizon Cloud app.
It states that I have an internal service failure. I have tried turning off my wifi and using cellular data as will as wifi and neither of them work.
Again, both of these issues have started since the phone system update and I cannot figure out how to fix them.
With regards to the in app purchase, it deducts the coins from my amazon account however the transaction never makes it through to the game servers so I have a hard time believe that the in app purchase option is the issue seeing as I receive confirmations about my purchase and everything it just never comes through into the game app.
Also, I checked both apps and they both have permissions for network connections turned on.
Getting your applications back online is a top priority RAIDERETTE1919. Thanks for all the steps you have done so far. Let's keep working on this. The next thing we will want to do is to uninstall and reinstall those applications. What happens when you try to browse the web off of WiFi?
JosephE_VZWFollow us on Twitter @VZWSupportIf my response answered your question please click the 'Correct Answer' button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!
Hello Joseph,
I have uninstalled, powered down my phone, turned it back on, reinstalled both apps several times and still getting the same internal service failure message.
This is what is weird. I can browser the web, use other apps, send emails but those two apps seem to have issues. I haven't came across any other apps that are doing this but I haven't tried them all either.
Raiderette1919 We appreciate all the steps you've completed so far. We understand your concern with the Amazon app and Verizon Cloud issues since the update. For now, let's work on the Verizon Wireless application because we have limited steps for 3rd party services. Can you open the Verizon Cloud at all? At what point do you receive the error message?
SheritaH_VZWFollow us on Twitter @VZWSupportIf my response answered your question please click the �Correct Answer� button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!
Both apps act the same way. I open the app and before it's fully launched I
get the internal service failure message. I click okay, it will let me
enter my login information and as soon as I hit sign in it gives me the
message again and closes.
On Jan 21, 2017 8:04 AM, "vzw_customer_support" <forums@verizonwireless.com>
Raiderette1919, you have been working hard and trying everything to get your phone back online. As the standard factory restore is not working for you and you have attempted to uninstall, we will want to go the path of the software repair assistant that the manufacturer offers. Please visit http://spr.ly/65838RJAS to follow the steps needed.
LorenB_VZWFollow us on Twitter @VZWSupportIf my response answered your question please click the �Correct Answer� button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!
I tried the assistant and it would not work either. See attached screenshot.
I tried it several times and received the same message
I have had nothing but issues since my phone system update on the 4th. It has been almost 20 days of apps not working properly, wifi randomly being disconnected even though it shouldn't be, lag in button pressing and the issues just seem to be getting worse.
Is there any way for you to force the phone to factory reset because when I try the phone just freezes and won't complete?
I would really like to get this fixed as I use it for both personal and work related matters.
Thank you.
RAIDERETTE1919, this troubleshooting has been a challenging process for you and we appreciate your patience. We have other steps that we could try first but I respect your desire to get a fresh start on your phone. I would recommend installing the Verizon Cloud first to back up your content. http://spr.ly/65828Rtuq After this, there is an alternative way to do the reset on the phone. http://spr.ly/65838RtuS Please pay attention to all the preparation and precautions before you do this, so that you will have the best phone recovery possible. Let us know what happens after this step.
JoelR_VZWFollow us on Twitter @VZWSupportIf my response answered your question please click the �Correct Answer� button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!
Hello JoelR,
I performed the factory reset on my phone however my Verizon cloud app is
still not working.
On Jan 25, 2017 1:55 PM, "vzw_customer_support" <forums@verizonwireless.com>
RAIDERETTE1919,
I'm certainly sorry to hear that. We want to make sure this runs smooth for you and you can count on it to keep your files safe. What happens when you try to access that now? Is it the same whether you are on wi-fi or mobile data?
AndrewT_VZWFollow us on Twitter @VZWSupportIf my response answered your question please click the �Correct Answer� button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!
