iCloud backup - iMessage not restored

[sunking101]

I lost a ton of photos stored in an app called 'PhotoManagerPro'. These photos have restored perfectly fine via iCloud for years. Until iOS9 hit town...
Camera Roll photos restored in reverse order, SMS were lost, app data was lost, a good 50% of apps crashed as soon as they were opened and really the whole iCloud backup was trashed. I had to delete and reinstall a ton of apps, and all of my data apart from Camera Roll was lost. Way to go Apple, iCloud backups/restores are actually one of the big positives that keep me tied to iPhones and my 13GB backup has basically become garbage.

 

[js87]

I lost a ton of photos stored in an app called 'PhotoManagerPro'. These photos have restored perfectly fine via iCloud for years. Until iOS9 hit town...
Camera Roll photos restored in reverse order, SMS were lost, app data was lost, a good 50% of apps crashed as soon as they were opened and really the whole iCloud backup was trashed. I had to delete and reinstall a ton of apps, and all of my data apart from Camera Roll was lost. Way to go Apple, iCloud backups/restores are actually one of the big positives that keep me tied to iPhones and my 13GB backup has basically become garbage.

Just realised I also have a few photos stored in other apps and they are all gone.

Looking at the storage usage (General > Storage and iCloud Usage > Manage Storage) messages DOES have all the data there looking at the figures (2.1gb) but it just isn't visible. The same with the apps that have missing data. Not sure how Apple will fix this as any data added to these apps now surely won't merge.

EDIT:

Just spoke to another customer service rep to try and get a refund. They first told me iCloud doesn't backup my phones application data, only my notes and Apple documents from Pages, Numbers etc. They then said it is my fault for not having iCloud drive turned on. When I persisted they agreed this is a problem and can give a gesture of goodwill but they need the engineers report first.

The worrying part of them offering a gesture of goodwill is it makes me think this is a terminal problem and cannot be fixed.

In the past they have always had the best customer service I have ever experienced and always been knowledgable on every issue. Now its pure denial the problem exists, lie and cover up and as a last resort when telling them I want to return the phone completely and be done with them make sure the customer stays by offering an incentive.

 

[js87]

It looks like Apple has been telephoning people who have complained on their forums about this so a fix could be in the works.

 

[IHelpId10t5]

I understand that some are having problems with things other that texts and iMessages but I have a sincere question to add to the discussion.

At what point in time did phone users start considering SMS, iMessage, and IM messages to be anything other than ephemeral (i.e. temporary, short lived, no expectation of permanent storage).

I don't think that I'm alone (been in tech field for a long time) in my belief that email should be used if you have any expectation of permanence, and that SMS, iMessage, and IM by their nature are very temporary and should never have been considered as stored safely forever.

 

[js87]

I understand that some are having problems with things other that texts and iMessages but I have a sincere question to add to the discussion.

At what point in time did phone users start considering SMS, iMessage, and IM messages to be anything other than ephemeral (i.e. temporary, short lived, no expectation of permanent storage).

I don't think that I'm alone (been in tech field for a long time) in my belief that email should be used if you have any expectation of permanence, and that SMS, iMessage, and IM by their nature are very temporary and should never have been considered as stored safely forever.

I have a huge amount of sentimental messages from a passed away relative. I don't see why messages wouldn't be considered any less permanent than email. You can delete an email just as easily as a message? Neither delete automatically, or shouldn't?

 

[JD92]

I understand that some are having problems with things other that texts and iMessages but I have a sincere question to add to the discussion.

At what point in time did phone users start considering SMS, iMessage, and IM messages to be anything other than ephemeral (i.e. temporary, short lived, no expectation of permanent storage).

I don't think that I'm alone (been in tech field for a long time) in my belief that email should be used if you have any expectation of permanence, and that SMS, iMessage, and IM by their nature are very temporary and should never have been considered as stored safely forever.

Losing historic messages is not a major issue for me - although I do think that people have a right to expect their historic messages to be safely backed up and restored since Apple explicitly advertises that iCloud does this.

What has been a problem for me is that a new client sent me a text message just before I backed up my iPhone and replaced it. I now unfortunately have no way to get in touch with this client and will probably have to forego that job (I work as a photographer).

What is more pressing is the loss of health data. Apple make HealthKit out to be a safe place to store your health data, and plenty of people use HealthKit to store everything from fairly inconsequential things like daily step counts, to more significant metrics like blood pressure and glucose levels. Health and fitness tracking is a major selling point of the Apple Watch, and given Apple's meetings with FDA it's clear they see health and fitness as a major market which they want to be in. Losing the entirety of a customers' health data puts a major question mark over the reliability of HealthKit and the systems it relies on for backups.

I appreciate that some people won't care if their step counts disappear - but as far as I can see, by far the most disturbing thing about this bug is that the Apple Watch's fitness tracking features have been completely broken for users affected by this bug. The first user reported this bug 7 weeks ago and there's only just now some signs of Apple showing an interest in this problem. It's almost unbelievable that Apple has been willing to leave a major feature of some users' Watches non-functional for such a long period of time.

If the iPhone and Apple Watch weren't otherwise the best platforms, I would be switching over this.

 

[alanlau007]

My old iPhone 6s had some issue with power button, and so Genius Bar replaced it with another unit.
Now, I have the same iCloud restore issue, since it's a 6S to 6S restore. Call history and Message history are gone. Also, some of the App data aren't compatible. Have to start fresh with some apps.

I'm wondering what if the following method might work or not.
I go buy an iPod touch or iPhone 6, and restore it using my original 6S backup. And then do a back up of the iPod touch. After that, restore the new 6S with the back up from iPod touch.

Pretty much transferring the original 6S backup to another device, and then transferring it to the new 6S unit

 

[JD92]

My old iPhone 6s had some issue with power button, and so Genius Bar replaced it with another unit.
Now, I have the same iCloud restore issue, since it's a 6S to 6S restore. Call history and Message history are gone. Also, some of the App data aren't compatible. Have to start fresh with some apps.

I'm wondering what if the following method might work or not.
I go buy an iPod touch or iPhone 6, and restore it using my original 6S backup. And then do a back up of the iPod touch. After that, restore the new 6S with the back up from iPod touch.

Pretty much transferring the original 6S backup to another device, and then transferring it to the new 6S unit

Unfortunately I already tried this - I restored my original 6S Plus backup to a 4S, but the data was still corrupted. I could have then tried restoring the 4S data to the new 6S, but it seems unlikely it would have fixed it since it was still corrupted on the 4S.

 

[r-m]

It's so frustrating that it's been going on for so long. It's only been 2 weeks for me, but if I'd have seen the posts about it beforehand, I'd have definitely gone back to iTunes backups.
I can't believe there's been no acknowledgement still, yet people are getting replacement iPhone 6s devices for whatever reason, and being told to do an iCloud backup even though it's very likely to fail. Very disappointing.

I've been waiting for updates off Apple Support too. The advisor has been great, but she's not getting anywhere with the engineering team. They don't seem to like updating people on what's happening.


Would be great if MacRumors could put out an advisory notice. I have no idea how many devices this actually will be an issue for, but people won't know until they try it and it's too late. iTunes backups should be done to be safe.

 

[acctman]

Losing historic messages is not a major issue for me - although I do think that people have a right to expect their historic messages to be safely backed up and restored since Apple explicitly advertises that iCloud does this.

What has been a problem for me is that a new client sent me a text message just before I backed up my iPhone and replaced it. I now unfortunately have no way to get in touch with this client and will probably have to forego that job (I work as a photographer).

What is more pressing is the loss of health data. Apple make HealthKit out to be a safe place to store your health data, and plenty of people use HealthKit to store everything from fairly inconsequential things like daily step counts, to more significant metrics like blood pressure and glucose levels. Health and fitness tracking is a major selling point of the Apple Watch, and given Apple's meetings with FDA it's clear they see health and fitness as a major market which they want to be in. Losing the entirety of a customers' health data puts a major question mark over the reliability of HealthKit and the systems it relies on for backups.

I appreciate that some people won't care if their step counts disappear - but as far as I can see, by far the most disturbing thing about this bug is that the Apple Watch's fitness tracking features have been completely broken for users affected by this bug. The first user reported this bug 7 weeks ago and there's only just now some signs of Apple showing an interest in this problem. It's almost unbelievable that Apple has been willing to leave a major feature of some users' Watches non-functional for such a long period of time.

If the iPhone and Apple Watch weren't otherwise the best platforms, I would be switching over this.

Try looking at your text message history on your phone bill. You should be able to view it via your carriers billing screen. You'll have to know the day and around what time it came in.

 

[Wojonatior]

Just took my phone in to get the screen repaired today. They were just going to swap the screen out, but I have apple care + so they just handed me a new phone. I come home to restore my phone and I find out that a bunch of my app data is lost as well as my message history. I didn't lose any progress in adventure capitalist, but I lost my the information for my authenticator app. Go figure.

 

[r-m]

Just took my phone in to get the screen repaired today. They were just going to swap the screen out, but I have apple care + so they just handed me a new phone. I come home to restore my phone and I find out that a bunch of my app data is lost as well as my message history. I didn't lose any progress in adventure capitalist, but I lost my the information for my authenticator app. Go figure.

I don't know what either of those apps are, but if adventure capitalist stores its data in iCloud, then that will sync back.
For me, the "7-minute workout" app restored its progress because it stores it in iCloud documents and data for syncing between devices.
If an app doesn't do that, the data is lost. It's only stored locally in the app's documents and data, and is part of the info lost/not restored correctly.

 

[Wojonatior]

I don't know what either of those apps are, but if adventure capitalist stores its data in iCloud, then that will sync back.
For me, the "7-minute workout" app restored its progress because it stores it in iCloud documents and data for syncing between devices.
If an app doesn't do that, the data is lost. It's only stored locally in the app's documents and data, and is part of the info lost/not restored correctly.

Adventure Capatilist is a dumb phone game I play to pass the time. Authenticator is my two factor authentication app that allows me to access my email and some other important accounts with.

 

[r-m]

I've had a call back from exec support today (I emailed Tim Cook a few days ago, and executive support took over my case).
He's suggested trying again now, as there's been some updates.
I asked what, and he's said there was server issues that should now have been fixed.
I'll give it a go when I finish work (6-7 hours from now), and post back how it went.

 

[js87]

Just tried my most recent backup made on the day of the replacement and everything is still missing. Trying another backup dated two days before and listed under "Other backups" at the bottom of the restore screen now.

EDIT: The other backup works!!!! Well all the messages are back. Haven't checked apps as they are slowly restoring.

 

[BeeGood]

Just tried my most recent backup made on the day of the replacement and everything is still missing. Trying another backup dated two days before and listed under "Other backups" at the bottom of the restore screen now.

EDIT: The other backup works!!!! Well all the messages are back. Haven't checked apps as they are slowly restoring.

I just tried it too! It looks like it's working! I feel like dancing LOL!

It didn't freeze at the apple logo this time, and I got really excited. All my messages are there and apps are restoring! Woohoo!

EDIT: All my app data that was previously missing is back!

 

[alanlau007]

I'm restoring the backup from the day I got the replacement iPhone 6s. It's taking a lot longer than usual. The estimate time start from 20 minutes and now it's showing 44 minutes. Perhaps plenty of people are restoring now.

 

[r-m]

I'm restoring the backup from the day I got the replacement iPhone 6s. It's taking a lot longer than usual. The estimate time start from 20 minutes and now it's showing 44 minutes. Perhaps plenty of people are restoring now.

Did yours finish and have data back?
Mine's not gone well, same issues :-(

 

[Acevesx]

anyone else been successful with restoring?

 

[alanlau007]

Did yours finish and have data back?
Mine's not gone well, same issues :-(

The restore is partially finished. Got passed the adding finger print and pass code screen. Then the phone started downloading apps, but it kind of just stop now. Some apps were downloaded successfully, majority are still staying at waiting state the whole day. So far, I can see old messages are back and activity record too.

 

[r-m]

The restore is partially finished. Got passed the adding finger print and pass code screen. Then the phone started downloading apps, but it kind of just stop now. Some apps were downloaded successfully, majority are still staying at waiting state the whole day. So far, I can see old messages are back and activity record too.

I've had that too (apps not downloading), but still my data is missing :-(
I've emailed the Exec support guy and will see what he suggests next.

anyone else been successful with restoring?

Mixed results from people on apple support community. Worked for some, not for others: https://discussions.apple.com/thread/7258082?start=135&tstart=0

 

[alanlau007]

I've had that too (apps not downloading), but still my data is missing :-(
I've emailed the Exec support guy and will see what he suggests next.

Although all old messages, activity record, and call history are back, some app data is still missing. Now, I'm trying a backup from one day before the one I just used.

 

[alanlau007]

Although all old messages, activity record, and call history are back, some app data is still missing. Now, I'm trying a backup from one day before the one I just used.

OK done with this backup. No good. No messages, no history, no app data.

 

[BeeGood]

OK done with this backup. No good. No messages, no history, no app data.

Have you guys tried making a brand new backup and restoring from that? That's what I did and it worked. I'm wondering if backups done prior to the fix won't work.

 

[r-m]

Have you guys tried making a brand new backup and restoring from that? That's what I did and it worked. I'm wondering if backups done prior to the fix won't work.

I did.
I backed up to iCloud and iTunes last night. I then restored from iCloud and had the missing data still.
I then restored the 14th November iCloud backup (the one apple guy told me to restore), and still no data.
So I tried the 13th November (no data), before restoring last night's iTunes backup (which still has no data).

Unless by "brand new", you mean delete my existing iCloud backups for this device, then no, I'm not trying that because then I'll still have no data when it doesn't work..