05-22-2019 07:07 AM
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  1. Scott337's Avatar
    Quite a few more people have posted on the Moto Forum with this issue. Some have their Call History list clear every day and others have their Favorites / Started Contact list clear frequently. There doesn't seem to be a common factor yet, multiple different phones on different carriers. There has to be a reason for this, but that reason is currently unknown
    05-12-2019 09:34 AM
  2. Double Tap's Avatar
    Quite a few more people have posted on the Moto Forum with this issue. Some have their Call History list clear every day and others have their Favorites / Started Contact list clear frequently. There doesn't seem to be a common factor yet, multiple different phones on different carriers. There has to be a reason for this, but that reason is currently unknown
    For the first time since my problem started my frequently called numbers were not wiped out last night. This is getting stranger every day.
    05-12-2019 09:38 AM
  3. Double Tap's Avatar
    For the first time since my problem started my frequently called numbers were not wiped out last night. This is getting stranger every day.
    Well it was too good to be true, the frequently called numbers disappeared this afternoon 🤔
    05-12-2019 05:33 PM
  4. The W12ard's Avatar
    Hello. Just been searching Google for an answer to this problem and came across this thread. Both mine and my wife's Samsung Galaxy S7s have started losing the "Frequently Contacted" contacts that automatically appear at the top of the contacts screen. I am running Android Nougat and my wife has the latest Oreo update and it's happening on both devices. I tried clearing all cache and data and made a few calls back and forth from mine and my wife's phones and after several calls, the frequently contacted list suddenly appeared again. Great, so I thought. Checked my contacts app again this morning and it's gone again. I am on O2 in the UK and this started happening about the beginning of May. It's really bugging me.

    As this seems to be happening across all phones and all carriers maybe it's a Google issue. Perhaps when it backs up your contacts it's deleting the frequently contact list. Only a wild guess but I can't think of any other reason.
    05-16-2019 05:15 AM
  5. The W12ard's Avatar
    I may be right with my line of thinking. Just logged on to my Google account via Google dashboard and clicked on device backups and it took me to my Google drive page where it lists all devices that have data backups and it shows that my device was backed up at 2:30am last night. I went to bed around 1am and my frequently contacted list was working when I went to bed so I'm inclined to think that this has something to do with when Google backs up your data.

    On my phone I went to settings/cloud & accounts/accounts/Google to check sync settings and for some weird reason my contacts had the sync tab turned off. I never turn sync contacts off so it looks like something could be up with Google.
    05-16-2019 05:40 AM
  6. Scott337's Avatar
    That is very possible. I just checked my phone and all Google sync options are On. Maybe that's why my call lists have not cleared?
    05-16-2019 05:42 AM
  7. Double Tap's Avatar
    That is very possible. I just checked my phone and all Google sync options are On. Maybe that's why my call lists have not cleared?
    All of the options to backup are on, so I don't think this is a factor
    05-16-2019 07:21 AM
  8. Scott337's Avatar
    Well...darn. Someone will figure out something eventually, hopefully
    05-16-2019 07:25 AM
  9. The W12ard's Avatar
    Just as an experiment I've gone in to "back up and restore" on my phone and turned off "backup my data" for my Google account so hopefully now it wont try to backup any data to Google drive. I've made about 6 calls to and from my phone to/from my wife's phone and the contact has now appeared on both devices in the frequently contacted list again.

    Now with backup turned off I will wait and see if disappears. If it doesn't delete then I may have found the culprit. If it does delete then I'll proceed to turn off wifi and mobile data to see if it's something outside of my device (server side) that's causing the issue.

    The reason I suspect that Google backup may be the issue is because the frequently contact list doesn't disappear while my phone is in active use and the contacts only seem to vanish after my phone has been idle for several hours on charge like when I'm asleep which is when Google usually performs a data backup and sync.
    05-16-2019 11:30 AM
  10. Yoleoyoleo's Avatar
    I have same problem with my Moto G5 plus. Tried all the things mentioned in this thread. Started happening about a week ago. Still have the problem.
    05-17-2019 09:08 PM
  11. Double Tap's Avatar
    I have same problem with my Moto G5 plus. Tried all the things mentioned in this thread. Started happening about a week ago. Still have the problem.
    Welcome to the club of disappeared calls
    05-17-2019 09:24 PM
  12. RickCavallaro's Avatar
    Same thing happening here. Just piling on. Incidentally, I have always tried very hard to prevent all the syncing the various apps want to do. This has never caused a problem with my frequent call list in the past.
    05-18-2019 10:44 PM
  13. riggerman's Avatar
    Had this phone for over 2 years, all backup and sync settings are turned on and I've never had any issues like this.
    05-19-2019 08:00 AM
  14. Scott337's Avatar
    I think we can rule out Contact sync at this point. Numerous users here and Moto forum have stated that Contact sync is On and they either don't have the issue, or it made no difference whether it was On or Off when they do have the issue. Three Moto customer support team has stated that they are "looking into it" which generally means they have been able to reproduce it and are working on a possible fix. That's not a guarantee, just what yhay generally means. I'm still leaning towards a common app that causes this to happen on some phones, but not all phones
    05-19-2019 08:21 AM
  15. The W12ard's Avatar
    Yes I agree. After several days of tinkering about I've ruled out Google backup and contacts sync.

    I've been checking my device every half hour. I made several calls each way between devices to force the frequent contact list to show up. Then I kept checking my device regularly to see at what point the contact disappeared.

    Interestingly it's been ok for the past 41hrs from 9pm Friday night until 2:20pm today, during which time my phone has done 2 backups, the last being at 10:13am today so that rules out Google backup.

    I checked my contacts at 2:15pm today and everything was fine. I then opened my Netflix app to search for a movie and when I exitied the app seconds later my frequently contact list disappeared again. This immediately made me think it was an issue with the Netflix app but I've since tried to recreate the problem by making a few calls between phones to force the list to appear again and then opening Netflix but it doesn't seem to make any difference when I open the app. The list is still there so it's not Netflix but something else but I can't work out what's causing it. It's really odd and driving me crazy.

    As this is happening on other makes of phone and not just Moto I'd guess that it's not just a carrier or a Samsung issue. I haven't updated my device in months so it's unlikely to be because of a firmware update unless it's an issue caused by a forced update like Google play services. One thing I have noticed is that when the frequent contacts disappear from my device, my contact info also disappears from my wife's phone at the same time. Both phones are linked to the same Google account so I still haven't totally ruled out this being a Google/Android issue. The plot thickens!

    I haven't been able to find any other forums online of people having this issue other than this one.
    05-19-2019 09:06 AM
  16. Scott337's Avatar
    There is a long thread on the Moto Forum for this also
    05-19-2019 09:18 AM
  17. The W12ard's Avatar
    It's clearly not just a Moto issue as some are suggesting. People are saying that they have contacted Moto customer services and they're looking in to it but how does that help people on other handsets? From what I can tell it's affecting people on other phones and networks so there must be a common issue that's causing this.
    05-19-2019 09:36 AM
  18. Scott337's Avatar
    A user on the Moto Forum sent me a link to a One Plus forum / customer support area and the One Plus team said they were working on it also. So it obviously does affect more than just Moto phones. Hopefully between Moto, One Plus and Google someone can figure out a solution.
    05-19-2019 09:40 AM
  19. The W12ard's Avatar
    Also it might be worth noting that my contacts didn't disappear yesterday but I was out all day so my phone wasn't on wifi. I know that some push services like those from Samsung or Google Play only force through background updates and backups etc when the device is connected to wifi. If they tried to push something through when my phone was on mobile data then this could explain why my contacts weren't wiped out yesterday.

    My wife just told me that prior to this issue, about 2 weeks ago, Google forced through a Play Services update on her phone which caused her phone to become mad hot and become a little unstable for about 6 hours even after turning it off/on. Eventually it stopped being hot but the following day is when the contacts started deleting so maybe she's on to something.

    Just another of my wild guesses. Sorry, I don't have any solid answers. Just trying to throw a few possibilities out there to see if they click with anyone.
    05-19-2019 09:45 AM
  20. umakantp's Avatar
    I'm from India and I'm facing the same problem with my both moto g5 s plus. Every day in the morning I find my frequent caller list cleared (except stared ones). I do not have any custom dialer installed or any security app installed. This has suddenly started happening since last few days (I did not take any OS update around that time). My friend also reported similar problem with his moto phone.
    05-21-2019 03:59 AM
  21. cb900f2's Avatar
    I have a Blackberry Motion running 8.1 and my wife has a Blackberry Dtek50 running 7 and we have the same issue... started like about 1.5 months ago.. and its killing me trying to find out why... And I spoke to another user with a BB keyone running 8.1 also and same issue....
    05-21-2019 04:40 AM
  22. The W12ard's Avatar
    My phone got a Google Play notification yesterday and I saw something which I've never seen before in all the years that I've had this phone.

    A white Google Play triangle icon appeared in my phone's top left notification bar and remained there for about 7 minutes. When I clicked on the notification it didn't do anything and I wasn't able to hide it or swipe it away.

    The notification said "Google Play is checking for system and security updates". It didn't specify if it was Google Play Store, Play Music, Books etc or Google Play Services but I suspect it was Google Play Services.

    I have a feeling that it wasn't just checking but updating or patching something. I noticed last night that Google Play Services has access to my phone's call logs and contacts amongst many other things so maybe this update is something to do with our problem. Since the notification came through yesterday around 1pm my contacts haven't vanished since Sunday afternoon.

    Like I mentioned in my previous post, my wife said that prior to her contacts disappearing she got a Google Play Services update which ragged her phone and caused it to go red hot and it was after that when the problems started so it looks like it could be a dodgy Google Services update that's the cause of all this. I don't wish to speak too soon but so far everything seems to be working fine. My battery usage has improved and my phone is now running a lot cooler and so far (touch wood) I still have all my contacts intact.

    This isn't the first time that a Google Play Services update has caused me issues. A couple of years ago I had a dodgy update which made my phone so hot that it destroyed my battery and I had to buy a new one. It took several days to sort it out.

    Hopefully anyone that hasn't has the patch/update yet will get it soon.
    05-21-2019 06:41 AM
  23. Scott337's Avatar
    Sounds like the new Play Protect process. Sounds like it was doing a security check of all your installed apps.
    05-21-2019 06:56 AM
  24. Sandeep YS's Avatar
    Updating a google contact cleared frequent contacted list. The phone was in the charging mode during this.
    I selected a contact to modify from the frequent contacted list and updated the details of contact. Once saved all frequent contacted was cleared.
    05-22-2019 02:10 AM
  25. The W12ard's Avatar
    Spoke too soon. All frequent contacts deleted again this morning. Damn it!!!
    05-22-2019 07:07 AM
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