Dual WhatsApp Folder and Data missing

[saigroot]

Today i wasn't able to find my dual WhatsApp album in my gallery. I checked in dual app location in the file manager and it was empty. I opened Individual chats in the Dual WhatsApp and found the image shows in media section. Where as the Whatsapp document image isn't opening. Some random images and videos are playing on WhatsApp but not visible on file manager and gallery. 

Pls help me get over this. THANKS

PS: i have my software updated. I have all the permissions granted. I didn't delete anything recently. I don't have any malware on my device (Galaxy M30s)

[mohab masker]

any solution plz

[Samsung_kttutj9]

Let me add myself to the long list of affected.. 

Such sorry state of affairs by Samsung... copy pasting same response with no resolution to the problem.. 

[Avteam12]

I'm going back to iPhone because of this stupid problem. I was so happy about my phone till two months ago... 

[Kamranali1234]

Here is solution to find/copy your whatsapp media. Clearly seems Samsung's fault to create a new storage named 95 and 96 in some cases for dual app

https://www.reddit.com/r/samsung/comments/ne86en/comment/h2iy9j5/?utm_medium=android_app&utm_source=...

[mohab masker]

any solution yet?

[Samsung_specialist]

Hi,

Kindly try the following to help you fix your issue:

Settings>apps>(3 Dots on top right)show system apps>dual messenger>clear cache>restart device.

Or Settings > Apps > 3 dots in top right > Show system apps > Find and select the app > Storage > Select 'Clear Cache' and 'Clear Data'.

Or you need to restart the phone by holding the Power and Volume Down buttons (7-10 seconds) until the phone restarts.

This should solve your issue, if not please send feedback to our engineer's by using get help section: GetHelp>>SendFeedback>>ErrorReport/AskQuestion>choose appropriate section.

[Matvey911]

It doesn't work. And one more question. How can i 'Clear Data', if i want to save my documents? If i do it, i'll lose all my files.

[Samsung_specialist]

Hi, 

Try to: Please note that you will not lose any data if you clear the cache of the app. 

[Matvey911]

I cleared cache of the app but It doesn't work. I don't see my images in gallery or in media section of chats. The data of app takes 1.69 GB files. When i make backapp, it uploads only 30 MB.

[Samsung_specialist]

Hi,

Please bring your device to a Samsung Service Center to have it checked out my a technician and help resolve the issue. 

Find the nearest service center near you online, or on Samsung.com, or by calling the call center or passing by one of the Samsung brand stores.