Internal Storage Full/Can't delete videos

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Ames73
Ames73 Member Posts: 4

Has anyone run into the issue on the Gabb Phone 3 Pro of the child getting a notification that the internal storage is nearly full, and the phone's function will be affected when the storage runs out? We are constantly getting this message. Kiddo deletes a bunch of giant videos she has in the gallery, then the phone syncs to the cloud and the videos reappear, it seems. When I contacted Gabb chat about this issue for advice, they told me to just create her a new Gabb ID and sign in with it, and that would allow the videos to be deleted from the device? Because, they said, it is impossible to delete anything from the Gabb Cloud? This makes no sense to me, as the Gabb account only gets I think 50 GB on the cloud- what happens when that is filled, if nothing can ever be deleted? If we do a new Gabb ID, my assumption is that she would lose everything she has in the way of contacts, messages, and photos and videos she DOES want to keep on her phone, so I feel that is a last-resort solution, and not a very good one. Hoping someone else has run into this issue and can advise, since Gabb support is not being helpful.

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  • ReaganKowal
    ReaganKowal Moderator Posts: 129 Admin
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    Hi @Ames73,

    Thank you for posting this discussion here! Sorry for any confusion and miscommunication with this situation. I would be happy to help clarify this situation.

    Gabb Cloud is a great resource that allows for photos and videos to be saved and recovered when upgrading to a new phone for example. The troubleshooting steps you received from the Customer Support agent were the old steps used to delete photos/videos before the Photos app was released.

    Each Gabb Phone has a Photos and Gallery app automatically downloaded upon delivery. When deleting photos/videos from the Gallery app, the Gabb Cloud will automatically recover them to the phone once synced. If you would like to permanently delete a photo/video, you can do so through the Photos app. A customer will not need to create new Gabb ID profiles for the photos to be deleted from the phone.

    Hope this helps!

    -Reagan

  • Ames73
    Ames73 Member Posts: 4
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    We have been trying to delete videos through "Files", not through the Gallery. The videos do not appear in the Photos app, so we cannot delete from there. Any further advice?

  • ReaganKowal
    ReaganKowal Moderator Posts: 129 Admin
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    @Ames73,

    Because the videos aren't showing up in the Photos app, this indicates that the videos aren't currently backed up to Gabb Cloud. As of right now, the Photos application is the only way users have to manage (delete) photos/videos.

    You can force a manual backup to Gabb Cloud by following these steps:

    • Opening the Gabb ID application > Select the three dots in the top right corner > Select  "Back up now."

    This should help resolve the issue you are experiencing.

    -Reagan

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