Hello Verizon Community & Support Team: (ATTN: Verizon Cloud App Developers & Verizon Cloud Technical Support - Apple Support Input/Feedback Below)
I am also experiencing constant issues with Verizon Cloud on my MacBook Pro and have been trying to get the application to uninstall completely so I can reinstall Verizon Cloud to MacBook and see if this helps resolve any issues (I have read the other discussions with others experincing very similar if not the same issues as me, but they never have any conclusions or follow up at the end as to the resolution of the problem).
However, I am unable to fully uninstall the application completely from my MacBook.
I have had Verizon Cloud since May 2023 for my MacBook using the Ventura 13.6.5 that is up to date/latest software (03/09/2024), and I am experiencing the exact same issues with this exact fellow customer, as my Verizon Cloud has been stuck on the "Sign-In" Bubble underneath the cloud icon (that has a red dot) that appears in the toolbar at the top of the MacBook Screen - it has literally been stuck on this screen for over 2 weeks now.
I called and spoke to Verizon Technical Support (Cloud Support) who could not figure out why this was happening, and they wanted me to uninstall/re-install the app. Followed all the listed and given ways to do so (placing the app from desktop/applications) in the trash can, etc.
-Still after re-installing the app, it just opens up (there are no questions as to whether to allow Verizon Cloud full disk access, privacy and security, etc. - just the big white box screen that looks like a homepage is about to load, and it has the sign in option still listed at the top of the bar in the menu under the cloud with a red dot.
Apple Support Took Over:
I was connected to Apple Support who had me do the same thing, and were a little confused and concerned as to why by not placing this app in the trash and confirming you are deleting and uninstalling the application, that after re-installation it still loads back up with a homepage as if you logged in.
They had me do all the steps above again, and they asked me to screen share with them so they could see exactly what the issue was. They wanted to see if it was an Apple problem, or a Verizon application problem that needed to be addressed.
They had me create a "Test" user account as a login profile on my MacBook, had me logout of my username and then skip through entering an Apple ID and customization options (as this is a test profile) and when I was at the main desktop, they had me open safari and redownload the application from Verizon's Website (they found strange it was not even listed in the App Store).
Through this download on the "Test Profile/Login" I was able to get a prompt for the first time that asked for permissions and access to full-disk drive, etc. - something that has never happened on my main computer login. I was then able to see a white box rectangle Verizon Page that wanted me to enter my Verizon phone number and had an option to enter my username that was used with Verizon.
After entering my login credentials, the Verizon Cloud homepage loaded up like it was normal and completely fine, literally like it was brand new. So WAIT - Apple wanted me to then select through the settings options from the 3 dots that you see after clicking on the cloud at the top bar - and go through the option to uninstall the Verizon Cloud App from the link that is in the options under the settings menu. I uninstalled the Verizon Application this way and it "supposedly" removed the entire application. We also made sure and checked that there was no Verizon Cloud linking or syncing, or anything checked under Full Disk Access, everything was either gone or unchecked.
Apple wanted me to now go back to my profile to login and download the Verizon Cloud application from their website again, and follow the installation instructions. Apple was viewing my screen through screen share and guided me through the process wanting to see the outcome. And after installing, the big white homescreen popped up AGAIN in the background as if it was to load up my Verizon Cloud uploaded files, and there was the cloud with the red dot in it at the top that still said only to "Sign-In" with no capability to even click sign-in to even sign-in.
Apple said this was a big issue. They asked to look in System Settings, click general, click Storage, and under storage to see the "System Data" amount of storage on my computer. They said it should be around the same amount of storage space as the "macOS" storage amount: My computer has macOS storage at 10.99 GB, and System Storage at 59.32 GB. So Apple said, okay well the only way we will know if it is truly an Apple issue or a Verizon App Developer issue and problem is if we put your computer in a recovery mode and re-install the Mac Ventura OS software from startup. I had to make sure all my desktop was backed up on a disk drive, basically ensure that everything was saved in case there was an issue re-installing the Ventura OS software from a fresh start - Apple stated that sometimes there is old operating software files that could be lingering in this System Storage space, and that could possibly be what the Verizon Cloud App is also in if it's not progressing to even allow you to sign in. That by doing this Ventura OS reinstall, that it should clear out most of that storage space and with that hypothetically remove the left over Verizon Cloud application data or left over application causing the stuck screen at sign-in.
I then proceeded with Apple to do the Ventura OS reinstall (I don't remember the exact keys you press after powering off your MacBook and holding when you turn it back on, but it goes to a screen with a globe and ask you to select your wifi and sign in).
To conclude, I reinstalled the Ventura OS software, and loaded back up my computer, and STILL the exact same thing - the all white Homepage loads up in the background on Verizon Cloud with the cloud at the top of the menu that has the red dot and the black bubble underneath that says sign in.
Apple said this is a Verizon Application Developer issue and that Verizon needs to correct and address this issue ASAP.
The Apple Support Specialist also told me that he was going to put in some tickets to also see about escalating and addressing the app's concerns on his end but wanted me to reach back out to Verizon and let them know that there is nothing wrong at all with my computer, and my software is completely up to date, and that there are no issues with hardware, storage, capacity, or any issue that should be preventing or having my computer to have this issue and that that this is a application issue that must be addressed and fixed on Verizon's end.
Apple said the only way to really now just use this app without really even being able to much but view what is in your Cloud would be to keep the "Test Profile" and reinstall the application there and see if it will let you login again, but they said it would be tedious to and could be complicated.
So rather than call back in and wait for someone in the Verizon Cloud Technical Support team to hear all these details all over again, I am writing it here in hopes that Verizon can help fix and address this issue with this application, as it's been honestly so time consuming to even try to trouble shoot using all Verizon's FAQ's and support pages and videos, that do not have anything further than the fundamentals of simply installing and uninstalling the application. There was an option that said you can also email for support, but I have done that before in the past and never had an email returned.
If anyone has found the resolution to getting this issue resolved, having the Verizon Cloud application completely removed from the Mac - and have reinstalled it with success and this fix all the issues going on with Verizon Cloud, please write back and leave a comment. I have really tried everything I can do on my end as a customer, did my due diligence and read up on FAQ's, support info., called support, got through to Apple who could not help resolve this issue, so any help or comments would be great. Thanks again for all your time and I apologize for the lengthy discussion entry.
Kind Regards,
Verizon Customer for over 16 years
