unable to sign in with desktop app, Verizon 5G Home Internet, mac

[quatrorubes]

Same issue as other customers: 

Correct answer: Community Forums - Re: Verizon Cloud Desktop App Unresponsive - Verizon Community

Community Forums - Verizon Cloud Mac Desktop App Unable to Delete and... - Verizon Community

I cannot login with the desktop app using Eero mesh with Verizon 5G as a provider. If I eliminate Eero from the equation and connect via hotspot (I tried using iPhone w/verizon 5G Home & without Verizon 5G - straight cell), it connects without a problem but the desktop app crashes.

Below is a bit from my crash report. 

Model: Mac14,3, BootROM 10151.121.1, proc 8:4:4 processors, 8 GB, SMC
Graphics: Apple M2, Apple M2, Built-In

-------------------------------------
Translated Report (Full Report Below)
-------------------------------------

Process: Verizon Cloud [2667]
Path: /Applications/Verizon Cloud.app/Contents/MacOS/Verizon Cloud
Identifier: com.verizon.verizoncloud
Version: 24.4.0.12 (12)
Code Type: X86-64 (Translated)
Parent Process: launchd [1]
User ID: 501

Date/Time: 2024-05-05 15:34:40.5705 -0700
OS Version: macOS 14.5 (23F5074a)
Report Version: 12
Anonymous UUID: 6058DC81-1C20-F691-46A4-765DE264DF6C

Sleep/Wake UUID: D3C405CE-BC2D-44BA-8BCA-C5268D449BDC

Time Awake Since Boot: 5000 seconds
Time Since Wake: 3822 seconds

System Integrity Protection: enabled

Notes:
PC register does not match crashing frame (0x0 vs 0x7FF90C37C822)

Crashed Thread: 14 Thread Pool Worker

Exception Type: EXC_BREAKPOINT (SIGTRAP)
Exception Codes: 0x0000000000000002, 0x0000000000000000

Termination Reason: Namespace SIGNAL, Code 5 Trace/BPT trap: 5
Terminating Process: exc handler [2667]

Error Formulating Crash Report:
PC register does not match crashing frame (0x0 vs 0x7FF90C37C822)

[vzw_customer_support]

quatrorubes, thank you for the information and feedback. Can you share with us has this always been the case with this device? To confirm you are able to use it if you are using a different service, but not the 5G on your device? What troubleshooting have we completed with you so far? We do recommend starting here https://www.verizon.com/support/devices/#mobile for additional troubleshooting steps.

-Andi

[quatrorubes]

It's always been the case with this device.  If it matters, I have an Apple M2 chip on this device. It's strange because when I switch from Wifi to my iPhone hotspot, it works briefly then the program crashes. That is the report I sent earlier. My OS is 14.5 (see below screenshots).

[vzw_customer_support]

quatrorubes, thanks so much for this info. My apologies but the screenshots didn't come through. Could you describe what you sent so that we can proceed? 

-Natasha

[quatrorubes]

I am unable to log in to Verizon Cloud. The photo was a screenshot of the cloud bubble with a red dot. I have reinstalled a few times already and nothing seems to work. 

I'm on a Mac with M2 chip running on macOS Sonoma, version 14.5.

[vzw_customer_support]

quatrorubes, so sorry to hear of this but, help is here. Have you attempted to use a different browser just to see if this is the issue? Also, please see the link below for some troubleshooting steps and keep us posted.

https://www.verizon.com/support/devices/#mobile

-Natasha