cancel
Showing results for 
Search instead for 
Did you mean: 
Aaron80
Asteroid

Backing up S9+ Phone/messages to Samsung cloud

Has anyone else out there had any issues with backing your phone up to Samsung Cloud? I have been in contact with Samsung for the past few weeks and having them look at log files from a dump state, and apparently the issue hasn't been resolved yet. My main issue is when I go to backup my phone all the sections will back up to the cloud like contacts applications settings Etc all to 100%.

My text messages we'll start at 50% and then go to 75% and sit there for minutes to hours on end and never reach 100%.

Now I do have SMS backup and restore and I do use Smart Switch to backup my phone but that should not be the case.

I should be able to backup my phone no problem to the cloud and apparently they're still working on the issue the Samsung support after I sent them multiple log files from my telephone.

12 REPLIES 12
Samsung Moderator
Samsung Moderator

Re: Backing up S9+ Phone/messages to Samsung cloud

I can understand your frustration regarding this concern. May I ask if you have tried wiping the cache partition on your phone?

Reply
Loading...
Aaron80
Asteroid

Yes I was on the phone with support multiple times and ev...

Yes I was on the phone with support multiple times and everything that they told me to do nothing worked

Reply
Loading...
Samsung Moderator
Samsung Moderator

Re: Yes I was on the phone with support multiple times and ev...

What troubleshooting steps have you tried so I won't repeat?

Reply
Loading...
Aaron80
Asteroid

So far they had me reboot the phone and I forget what mod...

So far they had me reboot the phone and I forget what mode but basically they had me clear the partition cache and they also dialed with the phone with some codes to get some type of cat logs I forget the specific name and basically repeated that over.

I on the other hand recently backed up my phone restored it back to factory settings and then re-downloaded what I backed up and that still did not fix it. I also tried a different messaging program and nothing changed so I'm not sure at this point as a computer technician for 15 plus years I still don't know what the answer is and how to fix it.

Another thing that I tested was my girlfriend has the same phone and we did a backup of just her messages with the messaging app that you can use as the default if you want to the blue icon and her messages got to 75% to back up to the Samsung Cloud and never went to 100% so for whatever reason I can back up using SMS backup and restore and Smart Switch.

The other thing I found under more information for backup it states that files larger than 1GB will not backup to Samsung Cloud. I know my messages are at least 1.6 or 1.7 GB but there's 15 free gigabytes in the Samsung Cloud so once again everything in that whole backup settings apps whatever will back up ...

I noticed that the backup doesn't go to the Samsung Cloud it goes somewhere else like a different storage because when I do a analysis on the drive it doesn't show my full phone backup like I could show you a screenshot when I try to do a backup of the whole phone maybe just send you some screenshots after a backup or something.

So apparently it's not just my device my girlfriend's does the same thing when you back up the device it'll only go to 75% on the messages

Reply
Loading...
Samsung Moderator
Samsung Moderator

Re: So far they had me reboot the phone and I forget what mod...

If you don't mind sending a private message here with your model number and IMEI?

Reply
Loading...
Aaron80
Asteroid

Attached is the model and MEI

Attached is the model and MEI

Reply
Loading...
Aaron80
Asteroid

@Samsungjojo anything new

@SamsungJoJo anything new

Reply
Loading...
Samsung Moderator
Samsung Moderator

Re: @Samsungjojo anything new

Unfortunately, we have not had any updates from our specialist. 

Reply
Loading...
LynetteB
Constellation

Re: @Samsungjojo anything new

I am having the exact same issue with my Note 9. Messages backup to 75% and total backup hangs at 97%.

Reply
Loading...