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)

[ROVI]

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.

[Lizzie]

Hello @ROVI,

Nice to meet you. Thanks for highlighting this. 

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

Thanks,

Lizzie

[ROVI]

Oui  j'ai accès

[Moombas]

@ROVI

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

[ROVI]

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. 

[Michel]

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. 

[sbowlestx]

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 

[kEvaR]

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

[kEvaR]

All Android devices, not just Samsung !

[Michel]

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

[Lizzie]

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

[sbowlestx]

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.  

[sbowlestx]

Working Version

this is the version that works for us.  As soon as we upgrade the work contacts go away within 30 minutes.  

[Titouan]

We use this version : messages.android-20240930-04-RC03.phone-samsung-dynamic.

This version has a problem displaying contacts

[Titouan]

Hello @Lizzie, 

Do you have any news ?

Best regards,

Titouan 

[Lizzie]

Hello @Titouan,

Thanks for your follow-up here. I am still looking into this I'm afraid and waiting to hear back on this. I've highlighted all the comments provided here and will continue to do so. 

Hope to speak with you again soon.

Thank you,

Lizzie

[Titouan]

Hello, 

I try the new version Google message : 

messages.android 20241018 01 RC04.phone samsung dynamic

And it's the same problem, professional contacts is not display
Best regards,
Titouan CASIN

[jasonbayton]

@Lizzie seeing this in my MP community also, can we get another push please?

[sbowlestx]

Can this issue be bumped up in priority?  It is definitely an issue with a specific version.  We have had 15 users switch over to iPhones because I can't provide answers.  

[weberda]

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...

[weberda]

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]

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

[Michel]

Thanks for listening and acting on this, much appreciated!