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R
ROVI
New Member
October 17, 2024
Solved

The customer reported to us a problem with contact SMS which is not displayed on the personal side (only the numbers are displayed but not the names of the contacts)

  • October 17, 2024
  • 12 replies
  • 0 views

The customer reported an issue to us: on the personal part of his phones, business contacts are no longer displayed across his entire fleet when users receive SMS from business and personal contacts (only numbers appear, without contact names).

By default, Samsung phones use the rich Google Messages application, as well as Textra, which are both impacted. This issue does not occur with Samsung's SMS application. We have tested on our side (Orange), and business contacts and numbers are displayed on the personal part. We have also tested with the customer, but it works randomly.

Please take the necessary action.

Best answer by Lizzie

Hey everyone,

 

@ROVI, @bpope-verizon, @weberda, @Michel, @sbowlestx, @Moombas, @kEvaR, @Titouan 

 

I have some good news, this now looks like a fix has been rolled out. 🎉 Please can you test this out on your end and let me know how it's working for you? 

 

Looking forward to hearing from you. 

 

Thanks,

Lizzie

 

12 replies

Lizzie
Lizzie
Community Manager
October 17, 2024

Hello @ROVI,

 

Nice to meet you. Thanks for highlighting this. 

 

Just to check do you have access to our Partner Portal? 

 

Thanks,

Lizzie

Welcome to the Community everyone!Have a question or want to start a conversation, click here.
R
ROVIAuthor
New Member
October 18, 2024

Oui  j'ai accès

Moombas
Moombas
Level 4.4: KitKat
October 18, 2024

@ROVI

(i guess those are COPE devices?) Does your customer enable this setting:

 

 

R
ROVIAuthor
New Member
October 18, 2024

Merci pour votre retour. En effet, ces appareils sont en mode WPCOD (Pro/Perso). J'avais déjà ouvert un ticket auprès du support de l'éditeur (Workspace One) pour vérifier si le problème venait de leur côté. Après leurs enquêtes, les experts Android de Workspace One m'ont confirmé que le défaut provient de Google. Selon eux, il s'agit d'un problème lié à Google et/ou au développeur de l'application SMS. 

M
Michel
Level 4.0: Ice cream sandwich
October 18, 2024

The same thing happened om my own phone, in COPE config. the Samsung messages app does have any issues, but the google messages app removed all names from corporate numbers. 

I believe it happened after the latest update which also contains gemini tooling. 

 

CallerID keeps working, so nothing has changed on that part. Its just the messages app. Haven't looked in to this yet though. 

    S
    sbowlestx
    Level 1.6: Donut
    October 20, 2024

    It also happens to everyone at our organization.  Clearing cache and data only works for about 30 minutes and the issue comes back.  What I have found if the latest update that enables Satellite SMS messages is what causes the issue.  If I uninstall that update everything works as expected.  FYI...The phone works with the contacts so I know it is only Google messages. Please advise 

      K
      kEvaR
      Level 1.5: Cupcake
      October 21, 2024

      Hi, we're also having the same problem with our Samsung android terminals in WPCOD!
      @Lizzie 

        K
        kEvaR
        Level 1.5: Cupcake
        October 22, 2024

        All Android devices, not just Samsung !

        M
        Michel
        Level 4.0: Ice cream sandwich
        October 21, 2024

        @Lizzie , is this something you can get answers on? 

          Lizzie
          Lizzie
          Community Manager
          October 21, 2024

          Thanks @Michel for the mention here. 

           

          I actually sent a note to a colleague on Friday afternoon to get their thoughts. As you mention @ROVI and @sbowlestx, this could well sit with the Messages team, so I try to dig into this a bit further. 

           

          Please do keep me posted if anything changes and also anyone else who is experiencing this. 

           

          Thanks so much. 

           

          Lizzie

          Welcome to the Community everyone!Have a question or want to start a conversation, click here.
            S
            sbowlestx
            Level 1.6: Donut
            October 21, 2024

            I tried going through the App group and when they found out it was Android Enterprise I was told they couldn't help me.  Hopefully that isn't the case.  

            W
            weberda
            Level 2.0: Eclair
            November 26, 2024

            We have the exact same issue!!

             

            This is also in discussion in the Google Messages support community here: https://support.google.com/messages/thread/283903567/work-contacts-not-showing-names-in-messages-app?hl=en

            W
            weberda
            Level 2.0: Eclair
            November 26, 2024

            Phone app and Google Messages App in side by side view. In the Phone app the work contacts are present, in Google Messages app it only shows the phone numbers. 

             

            After clearing data, force stop the Google Messages app and open it up again it will work for 2 or 3 days. After that is is returning to this state again.

             

            Raised a case with MSFT as our MDM is Microsoft Intune yesterday.

             

             

             

            edit: My Google Message version is on "messages.android_20241029_00_RC01.phone_samsung_dynamic"

            Lizzie
            Lizzie
            Community Manager
            November 27, 2024

            Hey team,

             

            @ROVI, @sbowlestx, @weberda, @jasonbayton, @Titouan, @Michel, @kEvaR 

             

            Thank you so much once again for all your feedback here and testing. This has been super helpful in trying to understand this more. I'm sorry it has taken a little while to come back, I have been working to get you a useful response and update. I can confirm that I've heard from the engineers in the Google Messages Team and this is a bug. The team are working on a fix at the moment and are targeting January for the update. 

             

            I'm sorry for any frustration this has caused here and I will keep you updated around this as much as I can. 

             

            I hope having a bit more clarity on this good to hear and thanks again for your help. Speak to you soon. 

             

            Lizzie

            Welcome to the Community everyone!Have a question or want to start a conversation, click here.
              M
              Michel
              Level 4.0: Ice cream sandwich
              November 28, 2024

              Thanks for listening and acting on this, much appreciated! 

                B
                bpope-verizon
                Level 1.5: Cupcake
                March 10, 2025

                Lizzie, can you let me know if we are still on target for a fix by end of Q1?

                Lizzie
                Lizzie
                Community Manager
                March 11, 2025

                Hey @bpope-verizon,

                 

                I have been following this quite closely waiting for a good time to provide you with more concrete information. I'm sorry that I haven't been able to update you more. The Messages team identified a potential fix which met the original timing I mention above (early Feb). When testing though, it wasn't possible to roll out.

                 

                The estimated timeline remains the end of Q1, but the team are continuing to work on a fix for this. I will continue to follow this and push to get an update on the timeline. As soon as I know more, I will update and share it with everyone here. 

                 

                Once again, I am really sorry this is taking longer than expected. 

                 

                Speak soon. Thank you.

                 

                Lizzie

                Welcome to the Community everyone!Have a question or want to start a conversation, click here.
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