Verizon Cloud ISSUES

[andrewm83095]

So last night at about midnight my Verizon Cloud messages sync'd, as they do every night.

This morning, I accidentally deleted a text conversation.

I tried restoring from the Verizon Cloud. It did not restore this conversation. 

I went to talk to a Verizon rep on the chat. They had me go into the Verizon cloud on my computer, where I *think* I restored the text conversation, but I'm not sure. I then tried to sign into the Verizon Cloud App on my phone, and it kept bumping me back to login and asking me for my security question.

I tried to delete the cache and data on the Verizon Cloud app, and force stop'd it. It then decided to perpetually sit at "checking account info..." with error messages popping up saying "error downloading application configuration".

HELP!!!

(Verizon chat rep gave me ticket#*****)

[vzw_customer_support]

andrewm83095, we're sorry to hear that you accidentally deleted a text conversation on your phone, and certainly understand wanting to review options to restore the messages. Please tell us, what is the make and model of your device? How did you attempt to restore the texts to your phone through Verizon Cloud? Is the Verizon Cloud app up to date on your device?

~Izzy

[andrewm83095]

Don't take this the wrong way, but did you read my post?

[vzw_customer_support]

Yes, andrewm83095. If you could share some more details that would be great. You mentioned you try restoring from Verizon Cloud, was this done via the phone app? We also do need to know if the Verizon app you're using is up-to-date, and what type of phone you're using, so we know how to guide you.

~Izzy

[andrewm83095]

I was using the Verizon Cloud app, yes. As I said in my original post.

Samsung Galaxy S21

Also as I said if my original post, I kept getting asked to login over and over. So I tried clearing cache and data from the Verizon Cloud app. After that it keeps saying "checking account info..." and then "error downloading application configuration". I have tried a dozen times 'uninstalling' the app, force stop, deleting cache, deleting data, and restarting in various orders.

[vzw_customer_support]

That information is very helpful, andrewm83095. We appreciate your troubleshooting efforts and are sorry to hear that the issue persists even after attempting to uninstall and reinstall the app, and clearing cache and data numerous times. We'll get this figured out. Is your phone connected to Wi-Fi or data when you experience these issues? Could you try signing out of your Google Play Store account, and also clearing the cache and data for that app? Afterwards, please try logging back in, and let us know if you run into the same issue.

~Izzy

[andrewm83095]

Could you be more specific on what steps in what order?

I am unsure how to log out of the Google Play Store.

I tried Force Stop and Clear Data from both Verizon Cloud and Google Play Store. I also tried those steps plus a phone restart. Neither worked.

[vzw_customer_support]

andrewm83095, you mentioned you tried restoring from the Verizon Cloud, but didn't mention how you were accessing the Cloud. Later in your post you mentioned signing in through the app, but how it was initially accessed wasn't clear. This is the reason I asked, and I do appreciate you clarifying that for us.

Do you experience the same issue when trying to access Verizon Cloud through the desktop app or My Verizon?

Also, is your device software up to date on your Galaxy S21? https://www.verizon.com/support/samsung-galaxy-s21-5g-update/

~Izzy

[andrewm83095]

My device is up to date, yes. So is the Verizon Cloud app. 

I have no problem logging in on the website, but I cannot restore from the website.

The app, however, won't even let me sign-in. It keeps saying "checking account info..." and then "error downloading application configuration". I have tried a dozen times 'uninstalling' the app, force stop, deleting cache, deleting data, and restarting in various orders.

[vzw_customer_support]

Thank you for sharing that you've already force stopped and cleared data on Google Play Store as well, andrewm83095. Since you already did that, we'll only want to sign out of the Google Play Store account, and then sign back. 

To sign out of Google Play Store on your device, follow this path: Settings> Accounts and backup > Manage accounts > Select the account you're using for Google Play Store > Remove account. On that same page, you'll be able to add the account again.

~Izzy

[andrewm83095]

So... what order should I do this?

[andrewm83095]

Okay. Tried it in this order.

Signed out of Google Account on phone.

Force Stopped & Cleared Data on both Verizon Cloud & Google Play Store

Still same error.

Tried again, Force Stopped & Cleared Data on both Verizon Cloud & Google Play Store, and restarted.

Still same error.

Kinda losing faith. I may have pushed the issue earlier, but your app was already broken. Seems ridiculous I'm paying for a service that didn't even work before it broke, and it initially broke on its own accord.

[andrewm83095]

Any other ideas on how to fix this?

[vzw_customer_support]

Thank you for providing us with the ticket number, and I'm sorry for our late response. I checked, and I'm not seeing a resolution on that ticket yet. These can take up to 10 days, and we really appreciate your patience.

~Jesse

[andrewm83095]

Okay.

Well if this doesn't get resolved soon I'm going to cancel my Cloud. There are other options to backup my data, and Verizon's Cloud has always been janky.

[vzw_customer_support]

andrewm83095, I just checked and we don't have update yet. We truly appreciate your patience.

~Jesse

[andrewm83095 · Accepted solution]

So today, my phone suddenly decided to not recognize my SIM card. So I went to your local Verizon store, and they swapped my physical SIM card for an eSIM. When they did that, I was able to regain access to my Verizon Cloud.

Could you please close the tech support tickets?

[vzw_customer_support]

Thanks so much for the update, andrewm83095. That's great news that you're able to access you Verizon Cloud now. We can close the ticket that we have for you. So we can best assist, we will be reaching out via Private Message.

-Lauren

[andrewm83095]

Talked to a 3rd & 4th Verizon rep today and got another ticket. I can hear other carriers calling my name... ones that don't lock down my backup options to their junk proprietary app.

Ticket#*****