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***Announcement: Early next week, we’ll be merging the current Fios and Wireless Communities into the all new Verizon Community! Beginning the evening of Sunday 12/4, both Communities will be placed in read-only mode. You’ll still be able to visit the Communities and browse content, but login will be disabled. On the afternoon of Monday 12/5, all users will be able to log into the new Verizon Community. We expect the new Community to be fully functional the morning of Friday 12/9. Additional details can be found in the Announcements board and under Featured Topics!
texting issues
NOLES23
Member

After installing the update, anyone that sends a text to me while the phone is off disappears. They use to load when the phone was turned back on. Verizon wants to do a factory reset??? They think it is a microsoft problem??

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Re: texting issues
vzw_customer_support
Customer Support
NOLES23,

Software updates are meant to improve your phone and not cause you headaches, so I understand your frustration.
You should still receive your text messages once you turn the phone on. Are you using the standard messaging app on the phone? Are you receiving all your text messages when the phone is on?

In many cases after a major software update it is recommended to perform a hard reset to clear any corrupt files. I know this can be an inconvenience but a necessary step, especially since you're having multiple issues after the update. Visit http://www.verizonwireless.com/support/knowledge-base-115992/ for steps. Make sure to back up your phone before the hard reset. I'm here if you need further assistance.
JohnB_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!!

View solution in original post

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Re: texting issues
bizzareone
Sr. Member

If this is a microsoft issue then the easiest way to correct the software that is causing the text to go "POOF" is a factory reset. Windows devices have many ways to back up your data. Back everything up first then reset the device, test it before restoring your information back to the device. If your text are good then restore, if not, contact tech support.

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Re: texting issues
NOLES23
Member

Verizon thinks it might be a microsoft issue but I've received different answers. One person said not to turn off my phone because text don't come through when turned back on.....lol...completely inaccurate statement. I've had so many problems with this phone...discharging battery, led screen going out, etc., I might just get a different phone and/or provider since my contract is up. I was hoping someone else had the same issue and it was a simple fix.

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Re: texting issues
vzw_customer_support
Customer Support
NOLES23,

Software updates are meant to improve your phone and not cause you headaches, so I understand your frustration.
You should still receive your text messages once you turn the phone on. Are you using the standard messaging app on the phone? Are you receiving all your text messages when the phone is on?

In many cases after a major software update it is recommended to perform a hard reset to clear any corrupt files. I know this can be an inconvenience but a necessary step, especially since you're having multiple issues after the update. Visit http://www.verizonwireless.com/support/knowledge-base-115992/ for steps. Make sure to back up your phone before the hard reset. I'm here if you need further assistance.
JohnB_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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Re: texting issues
NOLES23
Member

We actually have two Nokia Lumia 822s on our account. They are both running the current software (I even checked microsoft to be sure) and run the regular messaging service (no apps). We can send/receive text while the phones are on, however, if the phones are off, any text sent does not come in when they are powered up. This is impacting both phones and started when the new software update was done two months ago. The other issues occurred before the update and were manufacture defects. This leads me to believe that it is a microsoft software issue/glitch to not keeping text in que when powered off. I'm not sure how a factory reset will help if it is a problem with the software. That is a major hassle to not be sure if it resolve the issue.

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Re: texting issues
vzw_customer_support
Customer Support
NOLES23,

I understand that performing a hard reset can be inconvenient, but it's a necessary troubleshooting step we need to take http://www.verizonwireless.com/support/knowledge-base-115992/. If the issue persist after the hard reset, please send me a direct message so I can further assist. We may need to lift this issue up with the phone manufacturer.

JohnB_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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Re: texting issues
jimmy5
Member

I have the identical problem with my Lumia 822.  Texts that are sent when the phone is off never arrive.  I did a hard reset today.  It did not help--the problem persists.

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Re: texting issues
vzw_customer_support
Customer Support
Jimmy5,

We appreciate the troubleshooting you have completed. We want to make sure you are receiving all your messages weather the phone is on or off.  When the factory reset was complete, did you restore your applications right away?

We completing a factory reset it is recommend to run the phone without any applications to determine the cause of the issue. Keep us posted.

YareliM_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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