Hello, I have iPhone 10 on the latest iOS - 14.3. When I go to Manage storage in iCloud, I have a 1.3GB Viber backup that I want to remove from iCloud. On Saturday (4days ago) I pressed Delete and since then I pressed delete many times, but the Viber backup file doesn’t delete. I read somewhere that it might take 48 hours, but in my case we are talking about 4 days already.
Do you have solution for this issue ?
iPhone X, iOS 14
I’ve managed to delete my Viber backup after 2 weeks. I called through Apple Support (hotline), explained to them that this is an ongoing issue and that I’ve tried all suggested fixes and that it won’t work. I basically requested that my issue be raised to their engineering team for them to delete my Viber backup.
I’ve managed to delete my Viber backup after 2 weeks. I called through Apple Support (hotline), explained to them that this is an ongoing issue and that I’ve tried all suggested fixes and that it won’t work. I basically requested that my issue be raised to their engineering team for them to delete my Viber backup.
Here’s what I suggest. Chat with Apple Support and ask for them directly on the hotline number in your country. Tell them that you have gone through all the troubleshooting steps and the only way to get the issue resolved is to have the engineering team manually delete the file. Use my apple case ID as your reference = 101306686362. When they check on my Apple Case ID, they should see the escalation path it has gone through and should know how to proceed with your case. :)
Have you tried restarting or force restarting the device, and trying again?
Thank yo very much. After some calls from apple support and about a week. They delete it to me. Thank you
Hi, Merry Christmas and happy holidays !
I called Apple support and after we tried all above together with them they advised me to do (together with them with shared screen) the following:
delete Viber app + stop iCloud backup + deleted the 1.3GB Viber backup file. It didn’t work. After that they advised me to restart the phone and perform the same actions (without deleting Viber app as it is currently deleted anyway) - it didn’t work again. They told me that there seems to be a miscommunication between the servers and they told me that as last option I have to back up my phone to iTunes (PC or Mac) and factory reset the phone. According to Apple support that should resolve the issue with the 1.3GB backup file. I don’t want to do so right now with the holidays in place and also considering that in 45 days let’s say I will take an iPhone 12 and will do this anyway when I set up the new phone. But still I think it’s an issue with the cloud and servers and I don’t see how factory resetting the hardware device (the iPhone X in this case) will solve an issue with a backup file in iCloud on Apple servers.
Next step - https://getsupport.apple.com
Perhaps try calling - https://support.apple.com/en-us/HT201232
I tried the steps you outlined and reached the factory reset stage. Also running iPhone X and the latest ios versions and viber. Still I could not delete the viber backup data.
I tried using the iCloud drive on Mac and did the manage storage steps in the System Preferences/iCloud similar to the iPhone. Still I could not delete, with the message that it could not be deleted, and try again later. I have tried several times but still no luck.
Have you had any success lately?
I did some exploring in other forums on how to access iCloud drive files on the Mac. I am not strong in the use of terminal commands and thus followed but changing some parameters or words.
Using:
cd ~/Library/Mobile\ Documents/
find *viber*
I saw that a lot of the files occupying my backup were jpg and mp4 files. And that these were located (locally or remote I am not sure how to interpret):
/Users/Username/Library/Mobile Documents/iCloud~com~viber/backupname
Listing the contents in the backup directory, I see these:
. .. ..primary.viber.icloud Media
with the jpg files in Media such as:
iCloud~com~viber/backupname=/Media/.0-02-06-32799cf3011bfe745072e9710c7d0accfaf4ab9982bf478bc7757753cb265c8b.jpg.icloud
while I can drill down to the Media subfolder and list (ls -a) the contents, I don't know if I can (not sure what command to use), or should I even try delete these jpg and mp4 files via terminal commands.
That's as far as I've gone. I hope to hear how best to proceed with this.
Hi,
I'm stuck with exactly the same situation, have a 4.7GB Viber backup file, that in fact grew in size every time I tried to delete it, until it occupied all the available space (while attempting to solve the situation, I deleted most other apps bakcups and the iPhone Backups).
Tried all the solutions I could think of except the factory reset, none of them worked.
Accessing remote iCloud files through terminal doesn't work either, or at least I didn't find the way, and the local files in '~/Library/Mobile\ Documents/' related to Viber are not the same files - only a few hundred bytes in size, far from the 4.7GB of the Viber iCloud backup.
I even wrote to Viber, still waiting for their reply, but I don't have much hope they'll be able to help.
The situation is beyond ridiculous.
Especially since I don't have the full Apple support in my region, so dragongeoff solution is not an option for me. I'm glad this can work for some, but there must be other solution.
Thank you Zinacef for the advice.
I have tried everything that I read - restarting, force restarting, deleting the app, disabling iCloud backup from Viber settings and also fro iCloud settings and nothing works so far and this 1.3GB Viber backup file in my iCloud still won’t delete
Thanks again - I tried this one too, but it takes me to either ‘take it to repair’ which I don’t think I need to do or ‘contract courier’, but my courier is not in the list. Is there any other way to contact s.o. from Apple support via chat and walk them through my issue, so that they can fix the problem on their behalf?
Hi, I don’t have a Mac, so I haven’t tried in this direction. However all the rest of my attempts to solve this issue ended up unsuccessful. The last attempt that I am going to do (before writing official request/letter to Apple via mail) is to back up my phone, then to factory reset it and then to see what’s going on. I will do this at the middle of Feb’21 and I will share here my experience.
I have the same issue over a month. I tried EVERYTHING. Sign out and sign in iCloud. Tried to delete from iMac from windows pc from other iPhone (my old one). I contact with apple support and with viber support. Force restart. EVERYTHING and my 6.5GB backup can’t delete. What exactly tell them to delete it from you ?? Please help me. Thank you
Thanks for the update and Merry Christmas to you as well!
Do you guys have any luck on this? My Viber backup is now 4.9GB and I have no way of deleting it.
iCloud - Manage storage - I can’t delete 1.3GB Viber backup