3rd Party App Issue Resolution

Details About Your Verizon Service Issue:

If you recently received a text message from us regarding a service issue, this page contains resolution details.

Our Network team has investigated your app concern, and found that the Verizon network is working properly and providing the expected service. Below are some tips to help with app issues.

Tap or click below for your device operating system.

Android™ OS

Check for app updates:

  • Open Google Play Store app.
  • Search for the app in question.
  • Select the app in question.
  • Tap UPDATE if an app update is available.

Reset an app:

  • Go to Settings.
  • Tap Apps.
  • Tap Application Manager.
  • Find the app in question.
  • If present, tap Storage.
  • Tap CLEAR DATA.
  • Tap CLEAR CACHE.
  • Tap FORCE STOP.
  • Open the app.

Uninstall and reinstall an app:

To uninstall an app on your Android device:

  1. Open Google Play Store.
  2. Tap the 3-line navigation menu icon in the upper left of the screen.
  3. Tap My apps & games.
  4. Tap the INSTALLED tab at the top.
  5. Tap UNINSTALL.
  6. Tap OK on the "Do you want to uninstall this app?" pop-up box.

The app will be deleted.

To reinstall an app:

  1. Open Google Play Store.
  2. Tap the 3-line navigation menu icon in the upper left of the screen.
  3. Tap My apps & games.
  4. Tap the LIBRARY tab at the top.
  5. Tap the name of the application you wish to reinstall.
  6. Scroll down if needed and tap the app you wish to reinstall.

(Note: For assistance with non-Verizon apps, please reach out to the app developer by going to the Google Play Store, searching for the app, and scrolling to the bottom of the page to review the developer information. If you continue to experience issues, we suggest using an alternate app.)

Apple iOS

Check for app updates:

  • From the Home screen, tap App Store.
    (If prompted, tap Use Existing Apple ID then enter your Apple ID and password and tap OK.)
  • Tap Updates (lower-right in the menu bar).
  • If an update is available, tap the app Update or tap Update All.
  • If prompted, enter your Apple ID and password then tap OK.
    • Your Apple ID is the email address associated with your account.

Uninstall and reinstall an app:

  • From the Home screen, tap and hold the app icon.
    (Do not apply pressure to the screen as this may activate 3D Touch.)
  • Tap the X in the top-left corner of the app.
  • Tap Delete.
  • From the Home screen, tap the App Store app and download the app again.
    (Note: Apple provides support for their devices as well as their App Store. Please contact Apple for additional app support. If you continue to experience an issue, we suggest trying an alternate app.)
Windows OS

Text/picture messaging:

To ensure your device is sending and receiving text/picture messages as expected:

  1. Make sure cellular data is turned on and working normally. (You may need to turn Wi-Fi off.) Once you verify cellular data is working, make sure you can receive messages normally. If the problem persists, proceed to step 2.
  2. After setting up the phone again, retest to make sure it’s working as expected.

Verizon Cloud/Backup Assistant issues:

  • For cloud related issues please go to the Microsoft Store, search for Verizon, and then find Backup Assistant+. Once installed you should be able to use Backup Assistant.
  • If this doesn't work complete a factory reset and then download the app again. Make sure you’ve backed up all of your personal data before performing a factory reset.

Computer issues:

Users who've updated to Windows 10 may have issues with Verizon Access Manager while using with certain USB modems.

Please go to the following web address to view known workarounds for Windows 10: http://vzam.net/uploadedFiles/VZAccessManagerWindows10Information.pdf*. Any issues with the Verizon Access Manager and your USB modem aren’t network related, but are due to compatibility problems between your device and the Windows 10 operating system. Please investigate alternate wireless connection options.

 

RIM OS

Messaging issues:

  • From the home screen go to Options > Device > Advanced System Settings > Browser Push and make sure all of the following options are checked: (enable push, enable MDS push, enable WAP push, allow WAP push application)
  • From the home screen go to Messages > Menu > Options > Text Messaging and make sure "Multimedia Reception" and "Automatic Retrieval" are set to "Always" or "Home Only".
  • Go to Options > Security > Firewall and verify that messaging is not blocked. If messaging is blocked, you should be able to uncheck that option, unless restricted by a corporate/company BES policy. If blocked due to a BES policy, you need to contact your company administrator for assistance.

Application permissions:

  • Go to Options > Device > Application Management > Select any application and then choose Edit Permissions to allow or deny as needed. (Note: We suggest powering your device off and then back on after modifying application permissions, to ensure changes function as expected.)

If you continue to experience an issue, we suggest completing troubleshooting steps related to your issue. Click the link below and follow the prompts to select the correct device and issue that you are experiencing. The guides will walk you through real time troubleshooting for your issue.

https://www.verizonwireless.com/support/troubleshooting-tool/

Thank you for assisting us by letting us know there was a problem with your service. We apologize for any inconvenience this may have caused. We appreciate your patience as we worked to resolve your issue and thank you for choosing Verizon!

*To view the PDF, you may need to download the free Adobe Acrobat Reader.

Android is a trademark of Google, Inc.

 

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