MESSAGE+. ERASE and RECONNECT message
gmartinsen
Enthusiast - Level 3

I started MESSAGE+ on a 2nd MAC AIR that I have.  When I went back to the first one I saw a message saying" This device has been disconnected from the Integrated Messaging service. Do you wish to browse your messages offline or erase all messages from the device and reconnect?"  and the only response is ERASE & RECONNECT.   What does that mean?  I can't get out of it.  Can I run on two machines at same time?

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gmartinsen
Enthusiast - Level 3

Here is the actual screen print of what I am getting,.

Screen Shot 2018-05-06 at 4.23.14 AM.png

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vzw_customer_support
Customer Service Rep

It is important that you are able to get your messages, gmartinsen. Are you using the same version of Messages+ across all devices?

 

PeterP_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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kenribet
Enthusiast - Level 2

Message+ is a very badly behaved app.  On my three MacOS machines, it hangs in crazy ways.  I recently got so frustrated that I tried to reset everything.  Now my app shows "disconnecting device & erasing data" -- forever.  I want to reset everything and will be happy to delete specific preference files.  Which ones?  I can't fine the offending files at all.  Thanks for your help.

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vzw_customer_support
Customer Service Rep

kenribet, this is not the experience we want you to have when using our messaging + application; we're here to help. We recommend that you completely uninstall and reinstall the application.

 

Trinette_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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kenribet
Enthusiast - Level 2

Hi,

The problem is that the only way to "uninstall" the app on a Mac is to drag

the application to the trash. Preference files are not retained. If you

delete the app and then reinstall it from the Mac App Store, you'll find

yourself in the same situation before the uninstall. I'd be happy to

delete the preference files, but I don't know where they are. If you let

me know, I'll delete and try to relaunch the app. Currently I'm just in an

endless loop of "Disconnecting device & erasing data." Nothing is erased.

Best,

Ken

On Tue, Oct 16, 2018 at 9:22 AM vzw_customer_support <

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vzw_customer_support
Customer Service Rep

kenribet, 

 

We understand this has been frustrating for you. We want to make sure this application if working properly for you. Since we are having trouble uninstalling https://support.apple.com/guide/mac-help/install-and-uninstall-other-apps-mh35835/mac the application, you will need to work with Apple directly. They will have access to all information related to all the applications in their app store.

 

Jenelle_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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kenribet
Enthusiast - Level 2

Hi,

I'm afraid that I'm not really satisfied with your answer. This is your

application. You wrote it, and you uploaded it to the Apple Store. You

should be able to tell your users how to delete preference files so as to

reinitialize the application.

Sincerely,

Ken R

On Thu, Oct 18, 2018 at 10:55 AM vzw_customer_support <

vzw_customer_support
Customer Service Rep

We appreciate all the work you’ve done and the information you’ve provided, kenribet. I’ve raised your feedback about the app’s performance to our developers. I also took a deeper look into the Apple article we shared earlier. When deleting the app by dragging it to the trash, it’s also necessary to empty the trash bin. If this step is omitted, you will get back the same file you just deleted. We suggest trying that step, which will then prompt a new setup once you reload the new, clean version of Message + from the App store.

 

I’m also including information about Integrated Messaging, since one concern you raised has to do with the number of devices that are syncing. Please refer to the “Syncing Messages Across Devices” section on this page http://spr.ly/6588D7ZYw to ensure this second MacAir has not exceeded the device limit.

 

George_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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kenribet
Enthusiast - Level 2

Didn't help. I have not exceeded the device limit. On my office computer,

I deleted the app and emptied the trash, then reinstalled the app from the

app store. The "new" app still shows prior conversations greyed out in the

background but is going through its infinite "disconnecting device and

erasing data" loop. Obviously there are files somewhere that I should be

able to delete in order to bring the app back to state 0.

Ken R

On Sat, Oct 20, 2018 at 11:16 AM vzw_customer_support <

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vzw_customer_support
Customer Service Rep

I appreciate all of your efforts so far today, kenribet. I wanted to gather some additional details from you to lift up to our application developers. What version(s) of Mac OS are you using? What version of the My Verizon mobile application are you showing when it is installed on your computer? Does this same behavior happen across all 3 of your Mac OS devices?

Joseph_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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vzw_customer_support
Customer Service Rep

We are always here to help, Kenribet. I apologize the previous suggestions have not helped.

 

Just to be clear, are you looking to completely wipe all previous message conversations on your Verizon Message Plus? Have you tried signing in via your My Verizon account http://spr.ly/6581DCyaP and deleting the conversations there? 

 

John_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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prp9071
Enthusiast - Level 1

Having the same issue .. and it is about 6 months later.  The app is almost worthless.  I use it on my iphone seems to work there.  The answers here are almost insulting.

sycho
Enthusiast - Level 1

I am having the same exact issue. please advise

vzw_customer_support
Customer Service Rep
sycho
We don't want this to be an ongoing issue. Sorry for this inconvenience. With Verizon Messages (Message+), you can sync your texting conversations across all your compatible devices. Let's make sure that you're not using an older version of Verizon Message+. Is the software up to date on your Smartphone and other synced devices? 
 
To make sure your messages are synced across your devices, we store the messages you keep on your devices for up to 90 days. When you delete a message from one device, we delete it from our servers and also from your other devices. This syncing process may not be instantaneous. What steps are you taking to delete messages from this application? 
 
For more information regarding Verizon Message+, click the link below: 
 
 

 

LasinaJ_VZW

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aweisbach1957
Enthusiast - Level 2

Has anybody figured out how to trouble shoot this?

I had the same issue a while ago, and ended up just deleting the app. Today I decided to try to reinstall the app - same exact problem.

When it initially happened I called Verizon Help and they were pretty useless. They promised to run it up the chain, call me back, etc. and none of that happened. 

vzw_customer_support
Customer Service Rep

Hi Aweisbach1957,

 

We always want our application to be up and running properly. Sorry to hear that this is not happening for the second time. We know that your time is important and we want to help get this fixed. Just to confirm you are attempting to install the Verizon Messages plus application on two devices an are now receiving an "Erase and Reconnect" message on the 2nd device? If yes, what two devices are you attempting to install the application on?

 

Thanks,
PamelaF_VZW

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aweisbach1957
Enthusiast - Level 2

I am running the app sucessfully on my android phone, and a PC laptop. It is on my Mac that I am having the problem. There was a time when all 3 worked but I had problems with it on the Mac (it just stopped updating with new messages), and I then disconnected it from Verizon. I have never been able to get it reinstalled and past the "erase and reconnect" message. It never finishes.

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sycho
Enthusiast - Level 1

is there a way to completely delete the messge+ app? When i uninstall and install again, it is not a clean slate. It has data from before the uninstall process when opened again. I would like to delete everything clean and try to install it this way. Please advise

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vzw_customer_support
Customer Service Rep

Thank you so much for the response back. I want to be able to provide you with any steps that you might need in order to get you back on track. I want to make sure that we're on the same page. Are you using Verizon Messages on your phone and your Mac? KevinR_VZW

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aweisbach1957
Enthusiast - Level 2

Not really sure who you are replying to - me or the last person to chime in. As I stated before, I used to run the app on my android phone, my PC laptop, and my MAC but it stopped working properly on the MAC so I uninstalled it. Now, if I try to reinstall I get stuck at the "erase & reconnect" message.

As others have indicated, the bottom line seems to be that when the app is "uninstalled" from a MAC it really is NOT completely uninstalled, and we need to know what to do on the MAC to actually get it completely uninstalled, so it can then be re-installed. 

In PC terms it's like there are remaining references to the app in the Registry that need to be deleted. But MACs don't have a registry, so what needs to be done to make it like it was never, ever, installed on a MAC?

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