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Messenger plus and cloud has stopped
RICBOS26
Enthusiast - Level 2

Over the past week or so I've been getting pop ups stating that messenger plus has stopped and also cloud has stopped. I've cleared out my cache and cleaned up my cloud. What do I need to do to get this to stop popping up?

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vzw_customer_support
Customer Service Rep

Hello, RICBOS26. Dealing with these error alerts can be a real hassle. Help is here. Thank you for the information and the steps you have taken thus far to resolve the issue. Let's work together to get you answers and resolution. First, I will need to gather more information to proceed. Regarding your Verizon Cloud feature, I see it was stated that you have cleaned it up but how much available space do you have left on your Verizon Cloud account? Lastly, regarding your Verizon Messages, have you attempted to uninstall/reinstall? Has there been any software updates for the messaging application? 

 

Natasha_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!!

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RICBOS26
Enthusiast - Level 2

I have 9gb out 25gb left and yes I did uninstall then reinstalled messenger

plus. There was an update on 10/19 that's about when these issues started.

On Thu, Oct 25, 2018, 10:57 AM vzw_customer_support <

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richs007
Verizon Employee

Hello RICBOS26

We are aware of an LG update that was pushed to V20 devices recently that is causing the cloud app to crash.  Engineers are investigating.  If you send an email to the developer inbox with your mobile number, we'll send you instructions to get some debug logs to assist in root cause identification.

If you have a different device, please let us know that as well as the developer inbox.

STARR2199J
Enthusiast - Level 1

Where is the developer box so I can send my info also....

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Ann154
Community Leader
Community Leader

STARR2199J wrote:

Where is the developer box so I can send my info also....

The email address of the developer is available in the Play Store listing of the application or in the settings section of an iPhone app.

I'm most definitely NOT a VZW employee. If a post answered your question, please mark it as the answer.

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vzw_customer_support
Customer Service Rep

Hello @STARR2199J , we want to be sure we provide you with accurate information. Please provide us the make and model for your device to better assist you.

 

GeorginaG_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!!

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vzw_customer_support
Customer Service Rep

This information is helpful in getting your apps to work properly, RICBOS26. We would like to ask a few more questions. Do these messages appear when trying to use the app? If you are able to access the app, are there any issues within the app, such as features not working?

 

PedroM_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!!

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RICBOS26
Enthusiast - Level 2

Yes it happens while in an app and usually happens in the middle of reading

a message or something . The cloud has stopped working happens both in an

app and when on home screen

On Sat, Oct 27, 2018 at 8:45 PM vzw_customer_support <

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vzw_customer_support
Customer Service Rep

Thank you for the information, RICBOS26. We want to make sure you can use your applications. Can you clarify the make and model of your device? Since this started, have you tried completing a factory reset? Before attempting this, please make sure your device is backed up using Verizon Cloud or any other source you may have available.

 

JavierMD_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!

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RICBOS26
Enthusiast - Level 2

I have a LG v20. No I haven't and worried if I do certain information won't

be saved being that I'm having issues with the cloud.

On Mon, Oct 29, 2018, 9:57 AM vzw_customer_support <

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vzw_customer_support
Customer Service Rep

No worries, RICBOS26. We will be sure to go over all information possible to help determine the cause of this issue. When using the applications, are you still within the United States? Do you happen to know if any other people in your area are seeing the same issue as well?

 

JoseL_VZW

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BRAHMA1387
Enthusiast - Level 2

I'm also dealing with the same issue. Since the last security update, I cant add photos or attachments. It crashes the message+ app. But I can text and receive texts/photos. My cloud app crashes as well, but I havent even fully set it up so I dont even open it. Apparently we're not the only ones struggling with this. Ive tried to do soft reset, I've deleted 3rd party apps, ive used safe mode(of course it works perfect there) but nothing is resolving the issue. Ive deleted cache, temp files, even the message+ app with no fix. Lg v20 was a good phone until this last security update!

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vzw_customer_support
Customer Service Rep

BRAHMA1387, we do appreciate you for your input on the steps you have taken in working on this issue impacting your ability to upload pictures from your LG V20. Since this began, have you been able to get in contact with the developer for any troubleshooting steps for this issue?

 

JoseL_VZW

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RICBOS26
Enthusiast - Level 2

How do I email the developer and give my phone number?

On Tue, Oct 30, 2018, 3:36 AM vzw_customer_support <

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Ann154
Community Leader
Community Leader

RICBOS26 wrote:

How do I email the developer and give my phone number?

On Tue, Oct 30, 2018, 3:36 AM vzw_customer_support <

The email address of the developer of the application is available on the Play Store listing for that application.

I'm most definitely NOT a VZW employee. If a post answered your question, please mark it as the answer.

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RICBOS26
Enthusiast - Level 2

So the cloud issue is Verizon or LG?

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Ann154
Community Leader
Community Leader

RICBOS26 wrote:

So the cloud issue is Verizon or LG?

Which cloud are you using? Verizon Cloud? Then email the developer of the application. The community members and the VZW reps that roam this community forum don't have access to the developers or the code of the Verizon Cloud application to troubleshoot a problem caused by the application.

I'm most definitely NOT a VZW employee. If a post answered your question, please mark it as the answer.

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richs007
Verizon Employee

Ultimately, whatever the root cause is, the issue is a Verizon issue because we want you to have the best experience possible.

We are working with LG to identify the root cause and get a fix out to everyone as quickly as possible because this is not the experience we hope for. Since it was a security update that is causing the issue, the impacted apps will most likely need to develop solutions and update their apps.

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BRAHMA1387
Enthusiast - Level 2

I have sent in feedback with every crash including files automatically. Whether its message+ or cloud, and now google photo app. Ive gone to LG website to force an update or check the update was a complete one with no luck. But as far as going to playstore and sending in an email, no I was under the impression that sending feedback on the crash detail when its asking to reopen or send feedback was doing just that. Advise if that's incorrect?

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RICBOS26
Enthusiast - Level 2

No it doesn't you have to through the playstore scroll down to developer

and select email. I did it this morning and got a response back within five

minutes from cloud support team. Each app has a different email address

On Tue, Oct 30, 2018, 12:53 PM BRAHMA1387 <forums@verizonwireless.com>