Resolved after update: Issue with Samsung Dual Messenger on Galaxy M52

[Gauravgrj]

Update: 17th March 2022 - Resolution from Samsung India Support:

Dear Samsung Member,

Greeting from Samsung Customer Support!

We apologize for the inconvenience you are facing. We understand your concern and help you resolve this.

We want to inform you that the log file is not attached with your response. So, in order to resolve your issue and send this to our concern team, we are going to need the log file along with the screenshot/image/small video of the issue.

Kindly perform the below-given steps in order to produce the log file:-.
1. Dial the string *#9900#
2. Debug level>>Mid>>(phone reboots if changed level0.
3. Reproduce the issue.
4.Dial #9900#>>Run dumpstate/logcat/modemlog>>Copy to SD card.
5. Extract the folder named log from my file and share it for analysis.

To attach the log click on Samsung member - Get help - Feedback - Error Report (Please attach the Error log file within 15 minutes of error occurred).

Update: 17th March 2022:

Did anyone checked if Dual Messenger issue is resolved?

Update from Samsung India Support Team:

Greetings from Samsung customer support!

We have acknowledged your concern regarding the Samsung device.

Samsung is aware of the symptom which may appear on Galaxy devices with the WhatsApp version(v2.21.10.16 and later). To resolve this symptom, Samsung is scheduled to release a software update soon. Therefore, please check for updates to your device software regularly via the FOTA. (Settings > Software update) To ensure the best experience, Samsung encourages all users to keep software and applications up to date at all times. Samsung is committed to providing the best possible mobile experiences.

Temporary Solution: - 

Before the new software release, please guide below tips to customers facing the above issues: - 

To send the files saved on the device to another party

Select the target files that you want to share via Gallery or My Files > Tap Share > Choose 2nd WhatsApp

To open the files received from another party

Forward the files received on 2nd WhatsApp to 1st WhatsApp by sending it using Messages > Open the received files with 1st WhatsApp.

Issue Description:

Dual messenger is having issue in restoring WhatsApp chat history from Google drive. Anyone who can help to solve this issue.

Note: This issue is also reported by others users on Amazon website comments section.

Please note:On behalf of Samsung members, I have reported this issue to Samsung India Support and Samsung Service Head via email. Hopefully the issue will be resolved soon by Samsung India Support team.

[sagarND]

I Reported same to samsung they sayes Greetings from Samsung customer support!

We regret the inconvenience caused to you but we would like to inform you that as the Whatsapp is a third party application which is not developed by Samsung. So we request you to kindly get in touch with the respective application customer support for better assistance.

Thank you for writing to Samsung.

Warm Regards,
Gunneet
Samsung Customer Support

[Gauravgrj]

It's the issue of Samsung Dual Messenger service. WhatsApp chat restore is working fine outside Dual Messenger

[samsungms5]

Same even I got while restoring the backup. Now even media not downloading

[Gauravgrj]

Did anyone checked if Dual Messenger issue is resolved?

[UserAdik]

Go here https://t.me/SamsungMembersINDChattingandHelp

[Gauravgrj]

Did anyone checked if Dual Messenger issue is resolved?

[UserAdik]

Yes after Android 12

[Samsung_Support2]

Dear Samsung Member,

Greetings from Samsung Customer Support!

We acknowledge your query. Please perform the below mentioned steps to resolve the issue:

* Check app cache: Clear cache memory of a particular application: Setting >Apps >Now pick the app. For example 'Samsung Internet' >Storage >Clear Cache.  

For further assistance, register your concern in Samsung Members Application (Open Samsung Members Application > Get help > Send Feedback > Error report/Ask questions).

Thank you for writing to Samsung.

Warm Regards, 
Samsung Customer Support

[Gauravgrj]

I have already reported this error multiple times for Galaxy M52.