Messages+ makes no sound

[lklawrie]

S20 phone (Samsung).  Messages+ does not make sounds when notified.

I looked at the previous phone (S7) and it didn't either.  I did not look at the S4 -- all of which we still have.

HELP.

Linda

[mama23dogs]

Messages plus has customizations, including the ability to add custom sounds.  
in the top left corner on your phone click on the 3 bars.  
then click on customize. You have the options to choose a an alert or silence. Then go down to where it says sound, this is where you can select a custom sound either from the ones already on your device or download it from a third-party application like Zedge.

[vzw_customer_support]

We'll get to the bottom of your notification issues. Are you only having this issue within the Message+ app? Also, how long has this been going on?

[lklawrie]

I think the issue has been going on a while.  It is my husband's phone and unless he notices the vibrate when things come in, he won't get important messages (like when he needed to knock on a door to get to a medical appt).

Coincidently, if I look at the system sound -- it says "Galaxy" but if I try to change it it shows ringtones -- again, even if selected no sound shows.

As a possible further hint, the extensions on the file names are shown -- whereas they are not on my phone.  This phone (S20) was bought in March 2020.  We had had the S7 for quite some time -- it seems (still have the phone) that the problem was there as well.

Linda

[mama23dogs]

Galaxy may not make any sound.  Try and pick something else.  

I have a fairly obnoxious 'jetsons' sound set up. 

 

[lklawrie]

If you are referring to the "system sound", I don't care if Galaxy sound makes no sound, the point is that I can't select the regular 4 or 5 system sounds from the system sound screen.

In any case, if I try to select something (it is showing me the regular ringtone screen including extensions on files), it doesn't select and it doesn't make any sound.

[mama23dogs]

Well now we’re getting somewhere, sort of.   Not allowing you to select a sound other than the default “Galaxy” is a defect.  Is it possible those files are empty Or corrupted?  Have you tried downloading sound from a 3rd party app?

[lklawrie]

I suppose either is possible.  Corrupted or empty system sounds.

I am not sure where the system sounds are stored or what they look like.

I don't think a 3rd party sound app would have been used.  Unless used all the way back to an S4.

How would I figure out -- any of the above.

Linda

[vzw_customer_support]

Iklawrie, having issues with your notifications can be a headache. What Samsung Galaxy device do you have? We found these steps that may be able to help you out. Check them out. Please go to settings > apps > click on message app > notifications > click on general notifications (the words not the on/off bar) and select which tone from there. Let us know if this helped you out, we will be standing by. 

IvoneA_VZW

[lklawrie]

From my original post and another: 

S20 phone (Samsung). Messages+ does not make sounds when notified.

I looked at the previous phone (S7) and it didn't either. I did not look at the S4 -- all of which we still have.

Only the Messages+ app (and system sound) does not have sounds. Messages app does. and all other sounds appear to be working -- including one that comes thru about 8am that we can't identify.

I tried to follow your suggstion: " Please go to settings > apps > click on message app > notifications > click on general notifications (the words not the on/off bar) and select which tone from there. "

I do not have "General Notifications" after I press on Notifications.

And this should answer whether the Messages+ app is set for notifications.

[vzw_customer_support]

We can take a closer look, please send us  Private Note for further assistance. 

[lklawrie]

"We can take a closer look, please send us  Private Note for further assistance. "

Be glad to.  How do I do that?

Linda

[vzw_customer_support]

Iklawrie, thank you for sharing this helpful information. Making sure your husband is able to be alerted when he receives a new text message is important. Let's continue to review. Can you please share a screenshot of the Messages+  notification settings screen https://www.verizon.com/support/knowledge-base-209297/? We look forward to the results. 

[lklawrie]

Here you go

[vzw_customer_support]

We appreciate the screenshots, lklawrie. It looks like you have everything set up correctly. Just to clarify, is the Message+ app the only one that you have issues with hearing any kind of notification? Do you get a visual notification at all? 

ChristineK_VZW

[lklawrie]

Messages+ is the one where we have noticed it the most.  Not sure about others.  Obviously the sounds come thru.  Yes, a popup and vibrate happens for Messages+ messages but vibrate is not always noticed. If you try to select a new one, it shows it as being selected but no sound is done when you select it.

And then there is the inability to change System Sounds from Galaxy and the menu when you bring it up is not the usual 4 or 5 system sounds.  If you try to select one of those, it doesn't change it nor make a sound when you select one.

All the sounds, ringtones, etc are shown with their extensions.

[vzw_customer_support]

lklawrie,

Thank you for the added information. This definitely sounds like the problem is isolated to just Messages+, based on all the great details you've provided for us. Let's keep working together on this. Please use the link here (http://spr.ly/6609H3xVZ) to go through with stopping the Messages+ application. Then, power your phone down for 2-3 minutes. Then, power it back on and go into the Messages+ application, and test out the sounds. Keep us posted with your success! 

RyanC_VZW

[lklawrie]

Nope, nothing - no sound.  If I haven't mentioned it before, I have also uninstalled and reinstalled the Messages+ app in an attempt to fix.

Linda

[vzw_customer_support]

I'm sorry the device is not making a sound when using Messages +. If you switch over to the native messaging app can you hear sound? Is the Messaging + app up to date on the software?

[lklawrie]

Messages+ app is 7.0.10  (as I said, i had uninstalled and re-installed -- from Google Play?  is there a verizon store like there is a samsung store?)

Yes, if I switch to the Messages App, I get sounds.  And the selection of sounds does not include the extensions.  I don't think Messages app also vibrates when receiving a text?

And I still see extensions on the "System Sound" and cannot change from "Galaxy"

Linda

[vzw_customer_support]

Can you provide us with a screenshot of your Message + notification settings? Also, you asked about our store location. Here's a link to our store locator. https://www.verizon.com/stores