Verizon Cloud Desktop App Crashes

[DesktopCloudUser]

I used Version Cloud App successfully for many months. During the past few months, the Verizon Coud Desktop App crashes when clicking sign in. I have reinstalled the app following these instructions: Verizon Cloud - Windows Desktop App - Download and Install  . The app continues to crash. I am running Windows 10 Home version 10.0.19045. I have tried to resolve with telephone support on 2 occasions with no success.

[vzw_customer_support]

We're sorry to read that you've been having issues with your Cloud app, we'll be glad to help out. Is this only happening with the desktop app? When did this problem start? Are you using a VPN to connect?

~Freddy

[DesktopCloudUser]

This only occurs on the desktop app. The problem started around November 23, 2023. I do not use a VPN.

[vzw_customer_support]

Thank you for these details. Is the app up to date? Is the actual device being updated? ~Geo

[DesktopCloudUser]

Yes. App has been reinstalled with latest at: Verizon Cloud - Windows Desktop App - Download and Install.

PC receives Microsoft Updates.

[vzw_customer_support]

@DesktopCloudUser  wrote: Yes. App has been reinstalled with latest at:  ef="https://www.verizon.com/support/knowledge-base-78792/" target="_blank" rel="nofollow noopener noreferrer">Verizon Cloud - Windows Desktop App - Download and Install. PC receives Microsoft Updates.

Thanks for letting us know that the application has been reinstalled after following those steps. So we can help narrow this down, do you also have access to Verizon Cloud app on your mobile device? If so, any issues accessing it there? If not, do you only use Verizon Cloud as a stand alone product?

-Joseph

[DesktopCloudUser]

I do have access to the Verizon Cloud app on my mobile device, however, I use my mobile account to login to the app there to backup the files on my phone. The Verizon Cloud app on my PC is used to backup files on my PC and I use my 5G Home account  to login there. I can login to the cloud with my 5G Home account on the web at Verizon Cloud. I am able to view my backed up files there, or manually backup a file. However, I am unable to login to the cloud App on my PC which is what is needed to automatically backup new and changed files.

[vzw_customer_support]

We appreciate the additional details. Have you made any changes or updates to your computer recently? Are you able to log in with your phone cloud account to your computer?

~Freddy

[DesktopCloudUser]

I have not made any changes or updates to my computer. The Verizon Coud Desktop App crashes when clicking sign in so I am unable to enter any sign in information.

[vzw_customer_support]

Hello DesktopCloudUser, thank you for the details. Have you tried to uninstall the application and reinstalled it? 

~Ivone

[DesktopCloudUser]

Yes.  I have uninstalled and reinstalled three times.

[vzw_customer_support]

Thank you for this info, DesktopCloudUser. Let's ensure we are ruling out some things. Which browser are you using, meaning Chrome, Safari, IE? What is the exact error message you receive when you attempt to log in? 

-Natasha

[DesktopCloudUser]

There is not an errror message. The application crashes and restarts when clicking Sign in.

[vzw_customer_support]

This is good to know. Thank you, DesktopCloudUser. What about the other questions. Which browser are you using? Have you tried different browswers to see if there is any change? 

-Natasha

[DesktopCloudUser]

There is not a browser involved. This is a desktop application.

[vzw_customer_support]

Thank you for the details DesktopCloudUser. Have you tried to uninstall and re-install the application? 

~Ivone

[DesktopCloudUser · Accepted solution]

It is crazy that no one from Verizon is able to help on this issue. I found this solution on another thread.

"The solution to this problem is crazy.  You cannot sign into the Verizon Cloud desktop app if you are connected to the 5g wireless home router.  I connected to my wireless hotspot on my cell phone and was able to sign into the Verizon Cloud app on my laptop."

This workaround allows me to sign in. Verizon needs to fix this problem. It is ridiculous to have to do this workaround.

[vzw_customer_support]

Hi, DesktopCloudUser. Thanks so much for this info and we absolutely will take the feedback to address this issue.

-Natasha