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jeff-carpenter avatar image
jeff-carpenter asked ·

Messages not downloading from the cloud

For the last several days I have not been able to download voicemail left for me within the RingCentral Android app. The messages appear within the All Messages log. I can click on the message. Below the message From and To information, there is an icon that is a round circle with a cloud with a down arrow in it. Clicking on this icon results in a spinning circle icon for a few seconds then it goes back to the cloud icon. The message is not downloaded. This occurs on two different Android devices. It has occurred on the last three messages left for me. My account phone is 5153344330.
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mike answered ·
Hello Jeff,  

Are you able to download those same messages on the desktop app?

Have you tried to reinstall the mobile app yet?   Make sure you are on the latest version 8.2.1

Mike 
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jeff-carpenter answered ·
Yes, the messages could be downloaded and listened to from the desktop app. The Android app on both devices were current at 8.2.1. The two devices were on two separate networks and two separate versions of Android.  However, yesterday, both devices suddenly received all three outstanding messages. Whatever was causing them to not be retrievable from the cloud appears to have cleared itself up.
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Thanks for the followup Jeff.  If this happens again, try to take some screenshots right away, and then open a support case.  If you do, you can reply here to let us know you opened the case and provide the case number so we can follow up on it for you. 
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