Verizon Cloud not uploading

[mtgarrett]

Verizon Cloud says "Your files and ready to upload.  xxxx new files." I click Upload Now.  It starts  and says Progress 0 out of xxxx files and then stops. I have tried over and over. I have restarted the phone.  The app is up to date, running version v24.3.11

[vzw_customer_support]

We're sorry for the issues you're having with the Verizon Cloud mtgarrett. In order to upload files, you do need a strong network connection. Are you using Wi-Fi or are you having issues with your cellphone data? Where are you trying to upload the files? 

~Ivone

[Sandygem]

I sm trying to upload files appearing in Verizon  Cloud app.  It doesn't  work.

[vzw_customer_support]

We're here to help. Do you get any message or error when trying to upload? ~Peter

[Littlewhip]

It doesn't give an error.

When I open the app the screen says "Upload complete" then immediately flips to 937 new files to upload and the orange "upload now" button appears.

When I hit "upload now" it spins like it's gonna start for a bit then goes back to "937 new files to upload and the orange "upload now" button appears.

And just keeps doing that. 

[vzw_customer_support]

I'm sory you are having issues with the Verizon Cloud. When did this start? Are you able to download other apps? How much memory is available on your device?-Joe

[JasonB_VZ · Accepted solution]

In the device tray on your Android device is there a corresponding alert akin to "Contacts Sync Failed"? You can also check that with the Android OS update the permissions between the Cloud app and storage (including the Contacts App, Message App, and internal storage) has not changed. Also, be be certain, update the app to the current 24.8.15 version (if available), clear Data (found in the app info -> storage section on your device in Cloud. This only clears local app config and not saved data). Then launch with WiFi off to ensure a direct network connection.

The Android App also allows a troubleshooting log feature (see Below). This only records the Cloud app operations and not personal data.

1. Open the Cloud Settings Page, and tap on “About Cloud”
2. Tap on “App Version”
3. Tap on the word “Synchronoss” several times until a toast message appears and tells you that you are in Diagnostic mode.  This will last 2 hours before it turns itself off.
4. Back out of the pages and run through the same steps that created the error in the first place.
5. Go back to the settings page and you will see a new option to ‘Send Logs’ at the very bottom under “Help”.
6. Tap ‘Send Logs’, choose email, and leave all pre-populated information.  In the subject line add a short description of the issue, and in the email body add any previous ticket numbers you may have been provided.
7. Send the email.

[WilsonLP]

I am having same issue, however, when I upload some new files there are no problems uploading the newest files (usually about 10 to 15 files). 

After the uploads are complete, the remaining 400+files are ready to upload and never does. I am very interested to see what files these are. Some may be obsolete.

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@mtgarrett wrote:

Verizon Cloud says "Your files and ready to upload.  xxxx new files." I click Upload Now.  It starts  and says Progress 0 out of xxxx files and then stops. I have tried over and over. I have restarted the phone.  The app is up to date, running version v24.3.11

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what files I have that are

[vzw_customer_support]

Thank you for these details. When did this start? Is your device connected to Wi-Fi?

~Geo

[vitorgd]

I am also having the same issue.  While trying to upload media into Verizon Cloud using the Mac application, it gives an error and no details of what is causing the issue. Both computer and cloud have enough storage so it's an issue with the app. Please be aware this is impacting a critical app that users are trying to use. This forum has been open in a while and no apparent efforts on fixing this were made. Please fix ASAP.

 

[vzw_customer_support]

Hello, vitorgd. Help is here. Please share more info regarding your MAC. What is the current iOS version? 

-Natasha

[JasonB_VZ]

Find log files here: /Users/<username>/.local/share/VerizonCloud-Data/Logs

email a copy of this .zip file to the support email address and reference your forum User Name. If you'd include these screenshots as well we'd appreciate it. What you're experiencing can be a corrupted file in one of your selected backup folders. If you have multiple folders you can choose one at a time and allow for full sync allowing you to spot the folder with the suspect file. Narrow down to sub folders etc.

[JasonB_VZ]

The issue on the Mobile App Home Screen and the Desktop App are separate issues. In the case of the mobile app (24.3) there maybe a field issue with contacts (ex: a 'notes' field was added to the contacts but the Cloud App can not sync it, so it is showing that 934 records had an incomplete sync. Or it may be that the Message backup is throwing a false negative after a sync.). The Desktop app image you shared appears to be a  single corrupted file that the app can not successfully copy. If you pull that one file out of the backup directory will the remainder still upload? Also make sure you are using the 24.10 version or higher of the desktop app.

[Coop87]

For me it doesn't upload all the files I selected i have almost 31000 songs and it's not loading 758 of them 

[vzw_customer_support]

Thank you for raising your concerns about your cloud storage. Let's see if there are any options. Are the 758 songs that can't upload a different format than the others? How much storage is remaining in your cloud space? 

-Melissa

[Coop87]

My issue is it's not uploading everything from my phone in have almost 31000 songs and it not downloading about 730 of them iv tryed everything resetting my phone uninstalling it and reinstalling it unsubscribing from the app and resubscribing to it clearing the data clearing the cache nothing think about it is it used to upload all my songs until I unsubscribed and resubscribed to start all over that's when the problem started

[Coop87]

And I'm connected to strong Wi-Fi so that's not it they've done bug tests to make sure there's no issue with the software

[vzw_customer_support]

Thanks for that info Coop87. I will need to troubleshoot this issue with you. I will be sending you a private message. 

-Erica

[Craig_Vz]

MAC  - https://www.verizon.com/support/knowledge-base-80020/

1. From the download page, click “Download”
   Depending on your computer / browser settings, the file may be saved automatically in your Downloads directory or you can specify a location.
2. From the 'Downloads' location, open mac-vzcloud-install.pkg
3. Click  “Continue”
4. If desired, select the install location (if you want the Cloud desktop app to be installed in a specific location) then click  “Continue”
5. Click : Install. Allow a few minutes for the application to install.
6. If prompted, enter your computer's username and password.
7. From the 'System Extension Blocked' message, do the following (Note:  Without performing these steps, the Verizon Cloud app will not start and will result in a 'Starting Verizon Cloud' screen):
1. Click : Open System Settings,  then click : Privacy & Security
2. If you click 'OK' to close the message, navigate: 
3. Apple menu -> System Settings -> Security & Privacy
4. In the Security section, click : Allow  next to the sentence: "System software from application 'Verizon Cloud installer' was blocked from loading."
8. Use Touch ID or enter your computer’s username and administrator password to unlock Privacy & Security settings.
9. Click : Modify Settings  to confirm.
10. Scroll up, click : Full Disk Access.
11. Ensure Verizon Cloud Extension is on.

When the setup wizard has completed the installation, click : Close

The Verizon Cloud icon now appears in the dock and you can sign in to your Cloud account (https://www.verizon.com/support/knowledge-base-146627/)