Virgin Mobile

SOLUTION: Samsung Galaxy J3 (J320P) - Visual Voicemail not Being Delivered

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Symptoms

 

Users of the Sprint Visual Voicemail (VVM) application are reporting that voicemails left for them are not always being delivered to the phone.

 

Please be advised this has been root caused to a bug within the VVM application.  If the VVM application is not open or running in the background (if the application is closed), then voicemails are not being delivered as expected.

 

Do not factory data reset, data wipe, or exchange devices for this behavior.

Solution

 

A permanent fix is actively being investigated.  In the meantime, please perform one of the following:

 

Option 1:

  1. Reboot the device
  2. Send another voicemail to the device once it powers back on, and then the user should receive all their messages
  3. Once the notification to open VVM is tapped, the user should keep the app running (don't close the app but hit Home button instead)

 

Option 2:

  1. Go to Settings > App > Voicemail and tap on Force stop.
  2. Tap on the Home button
  3. Relaunch the Voicemail app
  4. Send a new voicemail, which should allow the user to receive all their messages
  5. The user should keep the app running (don't close the app but hit Home button instead)

 

Option 3:

  1. Archive all Inbox messages
  2. Go to Settings > App > Voicemail and tap on Force stop
  3. Tap Clear data
  4. Launch VVM app again
  5. Send a new voicemail, then the user should receive all the messages

The user should keep the app running (don't close the app but hit Home button instead)

 

**IMPORTANT**

Tap the Home button to "close" the app. The VVM app CANNOT be closed completely (avoid swiping, tapping [x] button, or Closing All Apps) or the issue will reoccur. In that event, users will have to repeat one of the options above until a fix is released.

 

Version history
Revision #:
2 of 2
Last update:
‎10-23-2018 03:05 PM
Updated by:
 
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