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Verizon Cloud
himarca
Enthusiast - Level 2
‎10-25-2017 08:21 AM

I keep getting a messages that says "Can't back up, because permissions have changed." It directs me to go to settings and turn on the SMS permissions...but when I go there, the SMS permission are already on. How do I fix this and/or turn off this alert?

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richs007
Verizon Employee
‎11-10-2017 08:52 AM

Folks,

The development team is aware of the issue impacting certain devices where the 17.4.x upgrade removed SMS permissions and apologizes for the issue. Version 17.5 will start to foll out in the play store next week that will address this issue.  After you upgrade to 17.5, you will need to toggle the SMS permissions.  To do that,

  • go to the phone’s settings,
  • scroll to & tap Apps, 
  • tap Application manager,
  • scroll to & tap Cloud,
  • scroll to & tap Permissions and
  • toggle SMS from on to off to on.

View solution in original post

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EWNEU
Enthusiast - Level 1
‎10-25-2017 11:25 AM

Same problem. Started about a week ago.

- Samsung Galaxy S8

- Verizon SW version: S9DRL9o0fz

- App version 17.4.11

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vzw_customer_support
Customer Service Rep
In response to EWNEU
‎10-25-2017 03:02 PM

My apologies to hear of the issues you're having with backing up to your Verizon Cloud. Let's review this further for you. Are you only having trouble backing up the text messages? Are you able to back up any other content? Have you confirmed the app and your software is up to date?

 

KristieQ_VZW

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ARCHY_VA
Enthusiast - Level 3
In response to vzw_customer_support
‎10-25-2017 08:28 PM

Hello, I also have the same issue. I am able to back up phone calls with no problem. I also verified there were no pending updates for Verizon Cloud. I also verified that my Galaxy Note 8 was up to date and that there were no pending system updates.

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vzw_customer_support
Customer Service Rep
In response to ARCHY_VA
‎10-26-2017 06:27 AM

Keeping all your messaging content safe is crucial, ARCHY.VA. Let's work towards a solution. Have you attempted to clear the cache in the Verizon Cloud application? http://spr.ly/65848CjeK

Have permissions been turned on for the SMS application you're using? http://spr.ly/65858Cjez

 

LynnD_VZW

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ARCHY_VA
Enthusiast - Level 3
In response to vzw_customer_support
‎10-26-2017 06:56 AM

Yes and yes. I even tried uninstalling it and then reinstalling it. Still no change.

2017-10-26 09.54.23.jpg2017-10-26 09.54.51.jpg

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vzw_customer_support
Customer Service Rep
In response to ARCHY_VA
‎10-28-2017 07:15 AM

Being able to back up your messages is a must Archy.VA. What messaging application are you using on the device? Have you tried enabling all function to see if that gets it to back up?

AlbertoR_VZW

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AsielCode7
Enthusiast - Level 2
In response to vzw_customer_support
‎10-27-2017 10:42 PM

I am having the same issue and I have tried everything. This seems to be a compatibility issue with the new Android update that came out a few weeks ago. Get it together already.

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himarca
Enthusiast - Level 2
In response to vzw_customer_support
‎10-26-2017 05:53 AM

I'm not trying to back up anything - the message just appears at the top of my phone (Samsung S8) and stays there until I dismiss it. When I dismiss it, it shows up a few minutes later - so essentially always there. From what I can tell, everything is up to date and no pending system updates.

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vzw_customer_support
Customer Service Rep
In response to himarca
‎10-28-2017 06:05 AM

I appreciate the additional information provided Himarca. Let's continue to investigate. When did this error message start appearing on your phone? From the notification you are getting, can you tell what application it's coming from?

 

 

Thank You,

MichelleS_VZW

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If my response answered your question please click the �Correct Answer� button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!

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ARCHY_VA
Enthusiast - Level 3
In response to vzw_customer_support
‎10-28-2017 08:00 AM

I have marked your reply as non-helpful because the subject of this string AND my screenshots both show that we're referring to Verizon cloud. And EWNEU even stated that it had been happening for about a week.

Your response doesn't seem to care about the issue, just about trolling posts and making responses. Does Verizon support have any real solutions for us?

I've shown an example screenshot of the error message in Verizon Cloud and proof that SMS permissions are granted. I've already reloaded the app (uninstalled and then updated), I've also removed the SMS permission and then readded it. THE VERIZON CLOUD APP IS BROKEN ON A VERIZON ANDROID PHONE.

And if both @AlbertoR_VZW and @MichelleS_VZW just want to troll posts and ask redundant questions (redundant because they have already been answered if the post was read in its entirety) that do nothing to further resolution of our issue, then I must complain to the corporate office, or whoever else I can, about the poor quality of support.

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vzw_customer_support
Customer Service Rep
In response to ARCHY_VA
‎10-29-2017 06:20 AM

ARCHY.VA, we are committed to getting this resolved. You mentioned you are able to back up phone calls with no problem how are you going through the application to just back up the phone calls. Do you get the error message when you select ‘Back Up Now’? Please provide the exact steps you are taking when you get the message.

 

TionnaB_VZW

Follow us on TWITTER @VZWSupport

If my response answered your question please click the _Correct Answer_ button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!

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ARCHY_VA
Enthusiast - Level 3
In response to vzw_customer_support
‎10-29-2017 07:31 AM

tionnab_vzw​ Initially when the problem started, when SMS had already been selected, it would error when attempting to "backup now." But now that I have reloaded the app and cleared the cache/data, I get the message in the screenshot when I just click on "Messages" to back them up.

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ARCHY_VA
Enthusiast - Level 3
In response to ARCHY_VA
‎10-29-2017 07:32 AM

Here is the screen in the Verizon Cloud app where I get the error message I provided earlier.2017-10-29 10.30.48.jpg

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himarca
Enthusiast - Level 2
In response to vzw_customer_support
‎10-30-2017 07:55 AM

I think I figured it out. If you look at the screenshots that ARCHY.VA included in conversation 6, it tells you to turn on the SMS permission (which is already on for all of us). I turned on all the other items as well - text in the first screenshot and then camera/location/microphone in the second screenshot. Not sure which of those things fixed it, but I am no longer getting the message...

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ARCHY_VA
Enthusiast - Level 3
In response to himarca
‎10-30-2017 08:17 AM

I'm glad to hear it's better for you himarca​. But were you backing up messages to begin with?

As of today, I'm still having the issues on my Note8...

I've also rebooted my phone in an attempt to get that to help.

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vzw_customer_support
Customer Service Rep
In response to ARCHY_VA
‎11-01-2017 08:49 AM

I'm sorry that you are still having the same issues ARCHY.VA. Not to worry, I am confident that we will figure this out. Just to clarify, did you turned on all the other items as well like himarca?

 

Just a heads up, we are investigating this issue with the Note 8 and will reply when additional information is available.

 

RyanC_VZW

Follow us on Twitter @VZWSupport

If my response answered your question please click the 'Correct Answer' button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!

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EWNEU
Enthusiast - Level 1
In response to vzw_customer_support
‎11-06-2017 07:46 AM

Ryan,

Please ensure this issue is investigated on the S8 as well. We are weeks into this problem and there's no change. About twice a day I get this notification from Cloud. I've tried clearing the app data, disabling and re-enabling the app, and resetting all of the available permissions all to no avail. This is clearly a bug with either the latest version of the app or the phone's OS. I'd be happy to submit detailed diagnostics information if it would aid in finding and squashing this bug.

Thanks,

Eric

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ryanc_vzw
Verizon Employee
In response to EWNEU
‎11-06-2017 10:53 AM

Thank you for your patience. While we are working on the issue. Please uninstall the updates (Settings > Apps > App Manager) and let us know if that fixes the issue.

RyanC_VZW

Follow us on Twitter @VZWSupport

If my response answered your question please click the 'Correct Answer' button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!

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ARCHY_VA
Enthusiast - Level 3
In response to ryanc_vzw
‎11-06-2017 11:09 AM

Ryan, per my post above on the 28th of October, I uninstalled updates with no change.

And yes, I unchecked all the permissions and then rechecked all of them.

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vzw_customer_support
Customer Service Rep
In response to ARCHY_VA
‎11-08-2017 11:34 AM

ARCHY.VA, we do appreciate your patience with this matter. We do want to get this figured as we do have numerous users who are not experiencing this problem. In the screen shots provided, I show that Camera, Location, Microphone are not enabled. Can you enable these functions and let us know if you are able to complete the backup on the most recent update for Cloud.

AlbertoR_VZW

Follow us on Twitter @VZWSupport

If my response answered your question please click the �Correct Answer� button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!

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