Verizon Cloud not working on Mac

[bradallen]

Verizon Cloud not working on Mac.... I installed the app. I adjusted the system preferences settings as required. But when I launch the app and click "login" nothing ever happens. I have rebooted. I have reinstalled over the original install (I can't uninstall and reinstall as I can't get to the "uninstalll" option in the app - you have to get past logging in apparently to do that).  I opened a ticket about a week ago with no response yet.  

Any suggestions of what to try? I see someone else posted the same issue but then it was market that the solution was to enable the full app to install in system preferences but I don't see any restrictions there for my mac. It seems to install properly (I get the notice that the install was successful and all).

[vzw_customer_support]

Hello. We definitely want to make sure you are able to access your Verizon Cloud without any issues, and we will be more than happy to help. Please tell us, are you able to access your Verizon Cloud on other devices? Are you still experiencing this issue? ~Geo

[bradallen]

>>>Please tell us, are you able to access your Verizon Cloud on other devices?

I can on my phone - but that's really not relevant. This is not an issue of Verizon Cloud set up as I haven't been able to even get to the log in screen. The Mac app will not launch properly.

>>>Are you still experiencing this issue? 

Yes. 

I have tried deleting the application from the Mac "Applications" folder and reinstalling. Didn't help. I have done the settings in System Settings (full disk access...). If you can supply more detailed manual deinstall instructions (I can't get to the "deinstall" command in the app itself) I can try that and a reinstall. Or open to any other suggestions.

[vzw_customer_support]

Hello, bradallen, thanks for your response. So we can best assist, I will be sending a Private Note.

-Lauren

[vzw_customer_support]

Hello! As a friendly reminder, we are here to help. If you still need assistance, reply to our message, so we can get started.

~Maria

[bradallen]

To be sure it's clear... I click "Sign In" and nothing happens.  The UI disappears but there's no new sign in panel.

 

[bradallen]

Oh, and I'm on Big Sur 11.7.8  - the latest and greatest OS release from Apple for my iMac.

[bradallen]

More info... I borrowed my daughter's Macbook (running Ventura 13.4) and tried running Verizon Cloud on it. I had the exact same behavior.... clicking on "sign in" I don't see anything come up.  I also tried logging on to my account via a browser and then trying Verizon Cloud. Same behavior.  So it seems it's not the OS on my iMac that is the issue.

[bradallen]

Still haven't heard back on the first ticket opened here (and it has been 10 days) nor have I heard back on the 2nd ticket opened five days go.  Any suggestions of what to try here?  Verizon Cloud is simply not worked at all for me on a Mac.

[vzw_customer_support]

We're sorry to read that you're still having issues with your Verizon Cloud. We'll be sending a private note to better assist you.

~Freddy

[bradallen]

I have twice how spent over an hour "getting help" - which has provided no assistance at all.  I'm not included to do this yet again. Please post here or reach out to me under my existing two tickets on this topic once you have suggestions to address the problem.

[vzw_customer_support]

Thank you Brad. We will reach out when the ticket is addressed.-Joe

[bradallen]

Sounds good. I suggest the technical team test Verizon Cloud with it 1) running on a mac, 2) connected to the internet via Verizon Home 5G in passthrough mode (so using a separate wifi router).  It seems that the combination of those is not working. 

[vzw_customer_support]

To better assist you, we would need to access your account. By connecting with us, you grant us permission to review your services, so we can offer you the best value. Refusing to authenticate will not impact your current services. It is your right and our duty to protect your account information. For quality, we may monitor and review this conversation. Visit our privacy policy to learn more at verizon.com/privacy. California customers can also view our California Privacy Notice at verizon.com/californiaprivacy. Please note that the link we provide has a timed expiration, so we encourage you to continue as soon as possible. Click here to authenticate:http://spr.ly/6007P8LEW

~Freddy

[bradallen]

Has anyone had any success getting Verizon Cloud working over an internet connection over Verizon Home Internet 5G with IP Passthrough enabled? If so did you have to adjust any network settings to make it work? Any input would be appreciated while I wait on some response from Verizon's Verizon Cloud product team.

[bradallen]

Its been over two weeks now since I posted this issue with no suggestion of any kind of what to do to address the issue. I should think that Verizon Cloud not being able to set up properly over a internet connection via Verizon Home Internet 5G (in passthrough mode) would be 1) easy to recreate and debug and 2) something the product team would want to jump on as it has to be a scenario many customers will encounter.

Please dig into this and advise!!!!

[SHAGEN50]

I'm having the same issue on a Windows 11 PC with Verizon Home 5G internet. Not sure if the same thing is causing the issue or not but I cant get a sign in box with username and password to come up either.

[vzw_customer_support]

Thank you for bringing this to our attention, can you please confirm these are the steps that were followed? https://www.verizon.com/support/knowledge-base-78792/

-Melissa

[bradallen]

Yes. (Of course!)

When you follow those steps it will not work. You can't get to the log on page. This, we isolated, when running over eero wifi (configured per standard settings with no special restrictions of any kind - which Amazon confirms should not block any traffic).  Not sure if this is only with a Mac (I'm on a Mac) but definitely confirmed that things work without the eero in the equation and do not consistently if you on the eero-based wifi (I've even tested with multiple Macs).  Nothing else on our network has any issues. I have repeatedly asked for data on what ports and IP addresses the Verizon Cloud software utilizes so I can ensure those are whitelisted by the router but verizon has refused to provide this so far.  Given we don't want to give up our Eero wifi this means we can't use Verizon cloud at all.

[SHAGEN50]

Yes, these are the steps followed.

[Navian]

I am having the same issue as the original poster.

Could you please share the steps that were taken in private to resolve this? Do we need Verizon tech support or can we fix it ourselves in MacOS? Thanks.