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Original topic:

Text Messages Disappearing

(Topic created on: 8/31/18 9:23 PM)
userxS3lvkU71r
Asteroid
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Galaxy S8

Why are some of my text messages disappearing? I've had two separate conversations with two different people and an hour later when I go back to look at my messages, they are gone. One of my texts was from a client of mine and I needed that text for the phone number.  Is anyone else having this issue?

176 Replies
userEPBSexJrNZ
Constellation
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Galaxy S8

I've had the same problem but found that if you go to settings in the messages app and go to more settings and uncheck, delete old messages it should work. Obviously your old messages are gone but shouldn't delete the new ones.

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SamsungMichelle
Supernova
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Galaxy S8

@userEPBSexJrNZ: Thank you for sharing :) 

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user4QZp2s6VQ3
Constellation
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Galaxy S8

Ok Samsung users & Samsung support listen up!

 

Here is what we know:

1. This is affecting potentially ALL Samsung users, regardless of Model#, Version#, Build, or OS version.

2. This is affecting users with some update dating back from 3 weeks ago (Mid June 2018 to Mid June 2017)

3. The clearing cache only works for a handful of situations and is NOT a permanent fix.

4. The solution offered to change "Delete Old Message" to "OFF" or "Keep messages Forever" to "ON" does work.

5. The Factory reset works because it reverts it to prior the update. However it will come right back after said update. (which is forced if you do not manually take it after a time-frame. So have fun with that.)

 

Therefore we can infer the following:

1. This update has an adverse affect on messages in the Samsung message app.

2. Switching that setting to keep all of your messages is actually working.

3. This update has altered it from removing the "OLDEST" to the "NEWEST" in its code level, and sporadically. Meaning, sometimes it will delete the newest, sometimes the oldest. This has been confirmed by my wife & myself with numerous testing (Both on Galaxy S7 with latest Samsung updates).

4. For senders of Samsung phones: In other words, when you type & send a message (Text or Image), you stand a roughly 50% chance that it will in fact delete THAT "newest" message due to that setting and NOT send that message. Almost as if you never sent it in the first place.

5A. For recipients of Samsung phones: 50% chance of not receiving that message from SAMSUNG phone sender due to it being auto-deleted due to that setting for the "newest" message.

5B. Upon receipt of ANY message from ANY other type of phone, you still stand a 50% chance of the message being auto-deleted due to that setting. YES, this includes senders using iPhones. You are not immune just because you have an iPhone. Yet it will only impact the Samsung phone owner.

 

In Summary:

1. Apparently Samsung has not figured this out yet, nor has a fix for it .. yet.

2. Once they have a fix for it, it will likely come with another update. And hopefully will not break other things or make matters worse.

3. Until such time for that fix/update, IF you own a Samsung phone and want to ensure your messages are being sent and received: 

Change that setting. Then tell your friend or family member to do the same if they own a Samsung phone.

 

(How to: Settings gear from top / home menu >> Apps or Applications >> "Messages" app >> Gear top right >> More Settings >> CHANGE (Delete Old Messages) to OFF -OR- CHANGE (Keep Messages Forever) to ON)

 

4. Samsung Techs - stop wasting your time with asking the same scripted questions. This is wasting yours and customers' time. DO - get the Engineers attention to LOOK at the code level that deletes Oldest vs Newest message in the message app, specific to forced/automatic Samsung updates.

 

5. For those who are going to change this setting, a warning. Yes this will consume more data (storage space). The amount of time it will take to max out your storage space depends on how much you have, how many images you send or receive. If it is mostly texts, a very very long time. However it is possible for someone who sends/receives a ton of images to run out of storage fairly fast 6 months to maybe a few years? If you are just a casual texter, then you will more likely replace your phone before you run out of space due to messages. Once Samsung gives us the fix via an update, you can then switch this setting back to preserve storage space.

 

6. This is to the Samsung Engineering team:

If you ask me, look specifically in the code level pertaining to "Reading confirmation" setting. The reason for this, is with this setting on or off, we have noticed it is ALWAYS on/1, and is set to a temp queue and checking to see if recipient has read this message. The key is the Time_Stamp. We have noticed that with this feature of "Reading confirmation" - newest messages lack a time_stamp. When the setting for "Delete_Old_Messages" - ON/1 or "Keep_Messages_Forever) - Off/0 >>> this then looks through the Message_Queue for the oldest message when it runs its Delete_OldestMessage_Execute command the message missing the Time-stamp may be a qualifier and deletes it.

 

If it has a time-stamp, when this script is run, it bypasses it and deletes the oldest message.

 

Please either fix the script to ignore the null Time_Stamp -OR-

Fix the code to incorporate the null Time_Stamp

 

This is my theory at least.

 

A little about me: I have been in IT for 20+ years. Programming since 11; C, C++, C#, Java, HTML, Visual Basic, Basic, Pascal, Assembly etc. and more recently iOS & Android using Swift and X-Code.

I truly hope this helps both affected end-users & Samsung.

If my theories are wrong, please let me know in a constructive manner.

 

Kind Regards & God Bless everyone.

John M.

userpf3NrIaA6f
Constellation
Options
Galaxy S8

Yeah this is total.  I have a Note 8 and have never had one issue with texting people.  I've been texting this one person for the past couple days and as of yesterday, I am now unable to receive or send text messages to this person.  Actually, I can send them to him and he receives them, but as I hit send they vanish from our chat.  I can briefly read his text messages via the notification area but they do not show up in the chat.  Very irritating.  I've changed just about every related setting and nothing has fixed this.  All other users seem to be working fine.  

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SamsungAdam
Samsung Moderator
Samsung Moderator
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Galaxy S8

I am sorry to hear this. Try the steps provided in this troubleshooting guide. It addresses what to do when you cannot send or receive messages. Just click on the link below and you are all set. Let us know if this resolves your issue. 

 

http://support-us.samsung.com/cyber/popup/iframe/pop_troubleshooting_fr.jsp?idx=712440&modelname=SM-...


Be sure to click " ✓ Accept as Solution" when you find an answer that works for you.





Please note, notification emails are a DO NOT REPLY address, you must log-in on the community page in order to respond.

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usereYFfheJv6A
Constellation
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Galaxy S8

No working solution has been provided. This needs to be fixed.  I am a Sprint technical support representative, and customers are experiencing this with all Samsung phones S7 and newer. The only pattern I have noticed is that they are texting other Samsung phones. 

 

No issues with my personal Note 8 on Verizon. 

 

I find it strange this is happening to others on Verizon (No enhanced messaging). 

 

Stop playing the basic troubleshooting game and get someone on this. 

userzSciMds1Tj
Asteroid
Options
Galaxy S8

I've had a Note 8 (AT&T) for about a year and have had messaging issues almost the entire time. AT&T support had me turn off my Advanced Messaging features months ago. I've since turned them back on because it annoys me to not be able to use the features of the phone that I'm paying for the way it was intended. Anyway, I've had messages not go thru to iPhone users... I've had incoming messages stuck in queue getting repeated notifications (but no new message)... group texts come in separately outside the group... the most recent message doesn't always display in the preview... and, of course, the disappearing texts from other Samsung users. Although the texts do not show up in my (default) messaging app, I can search for them and retrieve them that way. It's a pain and I keep hoping it will be fixed with each software update... so far it hasn't. I've had a Note since the very first model... the note 7 was a debacle... now this issue is making me think about switching. Very unhappy. 

 

Thank you for a USEFUL and honest assessment/solution @usereYFfheJv6A Maybe Samsung should hire you!

useruJyeGDKOFr
Astronaut
Options
Galaxy S8

Troubleshoot it with ccleaner from playstore, had similar issue in the past

 

or else 

 

  1. Are Apps are up to date? You have 2 places that you need to look. Google Play store and Galaxy app store. Go to both and check My Apps. Make sure there is no app that needs updating. 
  2. Is your phone OS up to date? Go to Settings, About phone and check for software update. Make sure you have the latest phone software. 

 

 

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userzSciMds1Tj
Asteroid
Options
Galaxy S8

@useruJyeGDKOFr...

All my apps/software are up to date.

I use the tools installed on the phone.

I use malware and virus scanning

I do regular maintenance on my phone, just like I do on my computer. 

 

I'm a pretty tech savvy user, but thank you for the suggestion. 

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userP1ibV3PovO
Constellation
Options
Galaxy S8

I like your detailed response!