Not able to log into Verizon Cloud on Galaxy Tab S2 (Allready Tried Answer from thePathfinder discussion)

[adamsocb1]

I have this open in the Verizon Cloud section but I am not getting any response so I will try here as well:

Device Samsung Galaxy Tab S2 SM-T817V

Android Version 5.1.1

Cloud Version 14.3.38

I am not able to log into Verizon Cloud app on my new Samsung Galaxy Tab S2. I have the tablet registered and I can get to the Cloud from Chrome on the Tab, but if I try to login to the Cloud app I get the "Mobile Number Changed" message and it says to do a "factory data reset" I have tried clearing the cloud application data and cache, and still get the same message.
I just got the tablet from a Verizon store on 12/26/15; I have never been able to login to the cloud app; there was no number change on this device; and the number in status is correct. From what I see in the support forums here, this is a problem at least two other users have experienced. One on an Ellipsis and one on a Samsung.

Additional information:
I did the "factory data reset" and it still has the same problem. It seems VZW Cloud has a problem with this hardware-software version combination. I also tried to install VZW Cloud for Tablets and it will not install.

Please report this issue to your tech staff and let me know when you have an answer or solution.

[vzw_customer_support]

Hi Adam, This is quite a bit of information you are sharing about the issue es you are having with the cloud. Let's work on fixing this problem as it is important to use the cloud to back up your information. Have you tried un installing and re installing the cloud on your device? Use these steps http://vz.to/1yiX3JW and then ensure you have a good connection by going on the internet to browse and then try logging into the cloud under the user name and password.
EdwinW_VZW
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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!!

[adamsocb1]

EdwinW_VZW,

Please try to read my post with understanding, and/or get someone with enough knowledge on this issue to respond accurately.

That link [Uninstall and Reinstall - Verizon Cloud - Windows | Verizon Wireless] is for Windows. I have no problem logging into the Verizon Cloud from my Windows PC.

My problem is with the Galaxy Tab S2. It is not possible to uninstall the Verizon Cloud App from the Tab S2 device (no uninstall button in the application manager) and as I said, I tried to install the Verizon Cloud for tablets and that does not work either (returns an "unknown error 505" message). I also have tried with both Wi-Fi and LTE connections and as I said, I can access the cloud from Chrome in the Tab S2 device.

Please elevate to a level of tech support that can truly address this issue.

[vzw_customer_support]

Thanks for replying back to refresh the issue you are having with the cloud. Let me work further to address your concern. Have you tried to clear the app cashe? Usethis link for the steps http://vz.to/1QZz4Na and keep us posted.
EdwinW_VZW
Follow us on Twitter @VZWSupport
If my response answered your question please c�Correct Answer�t Answer� button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!

[adamsocb1]

Yes I tried clearing the cache as well as app data and stopping the app then restarting. Still has the same "Mobile Number has Changed Message.

One more bit of information. When I tap the OK button in the "number has changed" message the screen very briefly flashes an error message which is to quick to read. All I could make out was "Cloud has stopped..."

[vzw_customer_support]

adamsocb1,

I do appreciate all of the troubleshooting steps you have taken so far. I am concerned about the error message you are receiving about a mobile number change. Are you able to verify in your My Verizon account online if yor tablet line is showing the Cloud feature on it? You can view this under My Plan->Products & Apps.

ChristinaM_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!!

[adamsocb1]

Yes, the tablet's phone number shows up on the cloud feature in managme my apps.

Does VZW Support have test devices where you can check if the Cloud works at all with my hardware/software combination?

[adamsocb]

Some additional information:

When I try to log into the cloud app on the tablet I get a small box with the moving circle and the word "Login" then the following pop-up dialog box appears:

Mobile Number Changed

The mobile number for this phone has changed to 909-285-6926. Before you set up Verizon Cloud, any content on this phone that doesn't belong to you should be removed. We recommend you go to Settings and "factory data reset" the phone. This will erase everything on the phone and make sure that someone else's content doesn't get into your Cloud account. When the phone restarts, you'll be able to set up your Cloud account and restore any of your saved content. ___________________________________________________________                                                 OK

When I then tap "OK" one of two things happens:

1) A message flashes very briefly on the screen, it is so short I can't read the whole message. It starts out "Unfortunately we can't..." then it goes back to the home screen.

2) The screen flashes white then returns to the red Verizon Cloud App login screen.

Same behavior on both LTE and WiFi. I have tried clearing the Cloud App data and cache from the App Manager in settings, then restarting, I have also tried the "factory data reset" same behavior after both.

The cloud is registered to this tablet's number (verified in device settings and on My Verizon) and I can get to it from both my PC and by logging into it through Chrome on the tablet.

[vzw_customer_support]

adamsocb Thank you for trying those steps. We know how important it is that you have access to the Verizon Cloud on your Samsung Tablet. Let's figure this out. First, have you completed the factory reset since changing the mobile number? If not go to Settings, tap Backup and Reset, select Factory Data Reset, select Reset Device and tap Delete all. It will take several minutes for the tablet to reset and reactivate.

SheritaHrVH_VZW
Follow us on Twitter @Vpport
If my response answered your question please click therrec Answer� button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!

[adamsocb]

The message is WRONG. The number was never changed, and yes I have tried the "factory data reset" with the number as it is now.

[vzw_customer_support]

Adamsocb,

Thank you for the details. I know it’s vital to get your Verizon Cloud to work like normal again. I depend on my Verizon Cloud app too. I feel confident we will get this fixed. May I ask, are you having any issues logging into you’re My Verizon account? Any software updates available?

JuanD_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!!

[adamsocb]

No problem logging into My Verizon Mobile on the tablet or My Verizon on the PC. It shows Verizon Cloud with 25GB @ $2.99 per month assigned to the tablet's correct number.

No updates are pending in Google Play "My apps & games-all"

Cloud version is in my first post: 14.3.38

[adamsocb]

I also checked for System updates in settings and it returns "Your SAMSUNG SM T817V is up to date. No update is necessary at this time."

[Riss00]

I am having the EXACT SAME ISSUE.

I'm a new customer, activated a phone and Galaxy Tab S2 tablet. All shows up fine in my account. Both devices showing they have cloud service.

I was on the phone with Verizon for over an hour and they created a ticket. Someone called back, I talked to her for about 20 min, she didn't really know what to do so we agreed I would do a reset, which as I suspected didn't fix it at all.

When I try signing into the cloud app with my Verizon account, from the tablet, it tells me the number has changed. I am assuming it is saying that because the main line is my cell number and it is seeing and thinking I am trying to access that cloud from another number?

Device and account is brand new so number has changed.

As suggested by Verizon, I tried to create a separate account to sign in with for the tablet, (knew that wouldn't work), and it says I can't because the number is registered to an account already. The rep wanted me to try forgot password, and then it asks me for a pin, which nothing I uses works, or to send a text with the pin to the tablet number which I never receive, and doesn't give me the option to select e-mail or another number to send the message to.

I am stuck in a loop. I was reluctant to do the reset because I knew it wouldn't work but did anyway and that didn't fix it either. This a very annoying issue. Verizon rep said that I can't connect the tablet to the same cloud as the phone and that I must use a separate account but doesn't allow me to do that. Everything in my accounts show up perfectly for both devices so why can't I access the cloud? I would prefer to connect to the same cloud, but I would be happy with any cloud at this point.

All updates done, cleared cache, checked all account settings, reset device--- still not working. OH and they wanted me to uninstall and reinstall the app, but because it was a stock app, it won't allow me to uninstall it, just disable. Lastly, 4g service works fine and have absolutely no other issues with the tablet or service.

Verizon are you working on this issue? At this point, I would say this has to be something on your/account end.

[adamsocb1]

I got a little further than that. I do have a seperate VZW loggin account for the tablet and a seperate cloud. The *611 rep told me each device has to have it's own cloud and they helped me set up the account. Everything I have posted here is after I got the tablet number specific cloud set up.

It appears none of the FAQ or troubleshooting data bases used by VZW Customer Support have this issue so they can't help. I suspect it will take someone in a high tier development or tech group to identify and correct the problem.

At this point I wish VZW would just acknoeledge the Verizon Cloud app does not work with this hardware/software combination so I can move on.

I sent an email to the Verizon Cloud App developer email address. No reply yet.

[adamsocb1]

Just got a response from Verizon Cloud. They suggesting logging into the Cloud with the tablet's phone number instead of the user ID and it worked!

Riss00 try that and see if it works. I suspect it won't until you get a device specific cloud set up, but give it a try and let me know...

[Riss00]

I haven't been able to log into the cloud with the tablet number.

Did you have to setup an account?

When I try, it won't let me.

[adamsocb1]

Yes,

I tried using the tablet phone number early on and it did not work then. When I tried to set up a new account using the tablet phone number I could not, because the automated process requires the system send a text with a verification code to the device phone number which is not possible on a tablet [text messages can only be directly sent to actual cell phones, not tablets]. I know of two ways to get the account set up:

1) [this is what I did] If you have an unactivated VZW phone you can get VZW *611 or a VZW store to temporarily assign your tablet's phone number to that device's SIM card. You then set up a new account ID with that phone, going through the text code verification, then have the store or *611 transfer the number back to the tablet.

2) Request a verification passcode from VZW and wait for it in the mail, then set up the cloud account for the tablet.