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.

[Gauravgrj]

Yes, no resolution provided by Samsung

[Shweta1610]

I have called Samsung today, they have asked me to backup into another Google account, however there is some another issue I am facing in my old device due to which I couldn't try this as of now. Any one else can try this.

[Babubdl]

after updating latest one, also problem not resolved.

[mayurdanekar]

Facing same issue since the beginning of M52.. Its frustrating to see Samsung not doing anything in such big issue

[ASHAY12]

I am also having same issue of not able to Restore backup both local backup and drive backup. I have tried each and everything. But not able to do download media or send media

[ASHAY12]

I am also having same issue of not able to Restore backup both local backup and drive backup.

I have tried each and everything. But not able to do download media or send media. Only dual messenger of M52 is having this problem in other mobiles dual whatsaap is working fine. Samsung please resolve this major issue as soon as possible. I have to carry two phones just because of this. Amd i hate it . If samsung does not resolve this quickly this will my last samsung phone

[Gauravgrj]

I have reported this issue multiple times to Samsung with required logs for analysis. Still the issue is unresolved. Now, I think we need to escalate this issue to Samsung management.

[OneSam]

Facing same issue, Samsung must have to fix this or remove option of Dual Messanger from the settings.

Neither it is backing up to Google Drive nor restore, even you can't download media.

Suggesting to use Whatsapp in  Secure Folder, same Google Drive backup works.

[shanjo]

Dual messanger app not downloading photos and videos

[nick229]

Same issue dude