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Custom Assigned Ringtones not working

I spent most of the day trying to fix the custom contact ringtones on my mother's phone. Every once and a while another contact's custom ringtone will just stop working no matter what I try. The phone calls come up as the contact calling, but the default ringtone always plays instead of the set one.

Steps I have tried:
Factory Reset - Worked for a couple calls, then stopped again.
Deleted Contact and Remade Contact
Deleted all ringtones and redownloaded
Disabled all cloud backup services.
Installed another Contacts manager.
Tried the number with and without a 1 infront.
Gave Contacts permission to everything.
Restart and dial *228.
Check for duplicate contacts anywhere stored on the phone.
Made sure the audio files were in the correct folder.
Tested a ringtone that came with the phone.

I believe that's everything I tried. I did notice that the contact with the broken ringtone that called had Verstat=tn-validation-passed after it in the drop down menu. I tried calling mother's phone and it listed my number without that. I don't know if the validation tag after it is messing with it or not, but just something I thought I would bring up.

Any other steps anyone knows to take? I'm baffled at how there's anything possibly left to try.

Comments

Verizon_Support

We know how important it is for her device to be set up correctly. Is this happening with one specific contact? What happened when you set it up with a ringtone that came with the device? What phone does she have?

EllisandraC_VZW

DanBey

Hello there, thanks for the reply.

It started happening with just one contact a while back, now it has started with a second one. So only two so far currently. Using the ringtone that came with the device still did nothing, it played the ringtone I had set as default still. She has a Galaxy S6.

DanBey

Was there any info available on this?

Verizon_Support

DanBey, do you still have the customer ringtone that you used saved on your device?

JoseL_VZW

DanBey

I deleted and re-downloaded both the ringtones for the contacts the custom ringtone is not working on.

Still didn't work, but I did not delete them a second time.

Ann154

Can you please clarify if the custom ringtone is saved in the ringtones folder on the phone's internal memory space and not on a SD card?

DanBey

Hello there, yes I have checked previously and the ringtone is saved in the ringtones folder. It is in the same folder as the ones that are working. Just for some reason, a contact will just break and it will never assign their custom ringtone anymore. First it was just one contact, then now it's a second.

Verizon_Support

Got it, thank you for those details. Tell me, where did you get the ringtone? Was it a website, an app, or some other way? Is the same ringtone assigned to both? Please provide some additional details concerning the ringtones themselves.

DanBey

The ringtone she uses come from Zedge. Other contacts ringtones from Zedge still work. Deleting them and redownloading them doesn't work. Downloading them from a different mirror didn't work.

We also used default ringtones that came with the phone and it didn't work.

It is a different ringtone assigned to each.

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