Group Messaging issue after Marshmallow update on HTC 10, other issues

Welcome to one of the first troubleshooting pages dedicated to #HTC10. In this post, we give you 4 different issues some HTC 10 users have reported for the past few days. We hope that this material will help not only those who sent us their problems but others who may have a similar experience with this device.

htc 10

Below are the specific topics covered in this post:

  1. HTC 10 low on memory | Google Docs not working on HTC 10
  2. HTC 10 won’t turn on properly | HTC 10 bootloop issue
  3. HTC 10 “unfortunately Google Play services has stopped” error | HTC 10 “Unfortunately Whatsapp has stopped” error | HTC 10 won’t boot normally
  4. Group Messaging issue after Marshmallow update on HTC 10 | New contact shows after updating HTC 10 to Android 6.0

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When describing your issue, please be as detailed as possible so we can easily pinpoint a relevant solution. If you can, kindly include the exact error messages you are getting to give us an idea where to start. If you have already tried some troubleshooting steps before emailing us, make sure to mention them so we can skip them in our answers.

Problem #1: HTC 10 low on memory | Google Docs not working on HTC 10

There are 2 things i need advice about. I did send you an email a few days ago but as far as i know i have not yet received a reply.

First I have a HTC 10 and I have very little memory left on it. This means there is not a lot i can do on it  i have not been accepting updates recently as i keep getting a message saying that i do not have enough memory, (i have about 200MB left). Any advice?

Second I installed Google Docs a few months ago but for the past 2 months i have not been able to get into it. I keep getting the message Google Docs has unexpectantly stopped working, the options on it are Close or Report. I have reported it three times but have not received any feedback . The problem is I cannot access any of the documents i have got in there and they are the only copies i have of them. Please can you help. (This is also on my phone by the way as i do not have a computer). — Chris

Solution: Hi Chris. First of all, we want to make it clear that our answers to Android users’ questions are not communicated via email. Instead, we see it helpful  that we publish queries sent our way in our blog for the entire Android community to see. We don’t send emails to individuals asking for solutions from us. If you didn’t find your previous issue published, we may have missed it or it may yet to be published. Keep in mind that we receive hundreds of queries everyday so it may take some time for us to check everything.

Now, for you first issue, the answer lies on your preference. Here are the things that you can do:

  • Uninstall apps. Apps and their associated folders and services can easily consume a huge chunk of your phone’s internal memory. If you like your personal files and apps kept in the phone’s internal memory, then you need to uninstall unused apps to free more space. Go over your list of apps and uninstall those you haven’t used in the past 2 weeks. Chances are, these apps are not that important for you and thus, do not deserve precious space in your phone.
  • Save your personal data to another device or cloud. If you have lots of pictures, videos, music, or documents stored in the phone, now is the time to create a backup and store them to another device or cloud. If you don’t have another device like a computer to store your files, you can make use of free cloud services being offered by Google, Microsoft, Dropbox, etc. Do a quick Google search for “free cloud services” and you’ll have a lot of options to choose from.
  • Use an SD card. The HTC 10 has a dedicated slot that allows you to insert a 256GB SD card. Investing in a large capacity SD card should be worth your bucks if you need to keep important files handy.

Delete cache and data of an app in HTC 10

The second issue may be isolated to the said app so the first thing that you want to try is delete it’s cache and data. Here’s how it’s done:

  • Go to Settings.
  • Proceed to Applications.
  • Select Manage Applications.
  • Tap the All tab.
  • Look for Google Docs app and tap it.
  • Tap Storage.
  • From there, you will see the Clear Cache and Clear Data buttons.

If wiping the app’s cache and data won’t change anything, try to uninstall Google Docs and install it again.

HTC 10 Factory/Master Reset

If that won’t fix the issue either, consider doing a factory reset. Keep in mind that the following will be removed from your device if you do a factory reset:

  • Your Google Account
  • All accounts you’ve added in Settings > Accounts & sync and the data associated with these accounts
  • Personal data that you’ve created or synced to the phone such as your profile, contacts, messages, email, calendar events, and more
  • System and application data and settings
  • Downloaded apps

If you want to proceed to factory reset or master reset, follow these steps:

  • If the phone is still on, turn it off.
  • Press and hold the Volume Down button.
  • Press and hold the Power key and when the phone vibrates, release it.
  • Continue holding the Volume Down button.
  • When a black screen with red and blue line of texts appears, release the Volume Down key.
  • Press the Volume Down button to highlight the option “reboot to bootloader” and press the Power key to confirm it.
  • When the white screen with colored texts appears, press the Volume Down button to highlight the option “BOOT TO RECOVERY MODE” and press the Power key to select it.
  • The screen will display the white HTC screen and will turn black. A few moments later, another black screen with red and blue texts will appear.
  • Press the Volume Down key to highlight “wipe data/factory reset” and press the Power key to choose it.
  • In the next screen, press the Volume Down button again to choose “Yes — delete all user data” option and confirm it with the Power key.
  • Wait until the device finishes the reset and choose “reboot system now” to restart your phone.

Problem #2: HTC 10 won’t turn on properly | HTC 10 bootloop issue

I have an HTC 10, no sim. It’s just a toy for my son as I’ve replaced it with an S6. A couple weeks ago it started acting odd when charging it. I would plug it into the wall charger and the phone would flash the charging screen over and over with the vibration that it was starting to charge, but it was not charging and would not start. Tried a different charger and different cord, nothing worked. I assumed it was the USB port or the battery. I threw the phone in rice because it’s my kids phone and he tends to not be careful with it. It worked great after the few days of the phone being in rice so I assume he actually got it wet.

Last night we plugged it into to charge. This morning the phone shows the battery as charged, hit the power button, will go through the start up screen until the phone powers on, then immediately it shuts back off. It then shows the battery as having no charge at all and it takes multiple presses of the power button to get it to show a charge and to get it to turn back on. I used the power/volume/talk buttons to bring up the cache menu and it came up no issues. The phone stayed active.

I did a factory reset to remove any software that might have been missing with the start up, but when I restarted the phone now it will go through all the start screens to the point of the phone doing a ‘first’ start up, downloading factory apps and again it will just suddenly shut off and again show a fully charged battery as being empty.

I have put it back in rice again encase its again moisture related. Any thoughts? — Heather

Solution: Hi Heather. Sometimes, kids and electronics can have a stormy relationship so it’s safe to assume that the phone may have a hardware malfunction. Most of the time, software- or firmware-related issues are fixed by doing a factory reset. That’s because normal app or software glitches are easily removed when you reset every software settings back to default. Factory reset is the ultimate troubleshooting or solution that a desperate user can do on his or her end.

Because nothing improves after your attempt factory reset the device, that’s a clear indication that the phone is most probably beyond your ability to fix right now. Subjecting it to a thorough hardware check might very well save the device. Call HTC or bring it a local repair shop so the hardware can be checked. For all you know, the problem is just a bad power button (this happens a lot, mind you). If the phone was exposed to water and moisture has already wreaked havoc inside, that’s a different story. Once corrosion sets in in the motherboard, it’s just a matter of time before other components will eventually fail as well. If this is the case, repair will not fix anything.

Problem #3: HTC 10 “unfortunately Google Play services has stopped” error | HTC 10 “Unfortunately Whatsapp has stopped” error | HTC 10 won’t boot normally

Hi. help needed here. I am using an HTC 10. recently i have been having the same issues like everybody, e.g., “unfortunately Whatsapp has stopped”, “unfortunately Google Play services has stopped,” and many many more. So i read online for help and so many are recommending to do the factory reset by power down then power on while pressing power and down button.

so i tried it, but this time my phone is getting worse. my phone turn on but often will be stuck at the starting logo. Then the phone will become very hot. Then it will turn off again ONLY if the battery is drained. Then i will try to restart over and over again by pressing power and up button.

okay the phone sometimes will turn on and become normal and will prompt you to select language just like a brand new phone. then i pressed ‘next’ it will bring me to the next page which will ask me to join wi-fi. here is the where the problem starts. after i join wi-fi, it will try to connect to internet. then it will show a ‘Unfortunately, Google Play Services has stopped’ error. then it will bring me back to the previous choosing wi-fi page. No matter how many times you try it just keep on repeating the text. Then it just won’t move further. Please advise..thanks in a million times for your time. — Chester

Solution: Hi Chester. We’ve only seen this problem happen when the phone’s official software has been tampered either by rooting, installation of third party boot loader, or flashing of an unofficial ROM. If you did any of these before the problem started, then your only solution is by reverting everything back to stock. That means you have to either unroot the phone, use the stock bootloader/recovery, or re-install the stock firmware. For specific instruction on how to do each of them, try to search for an online guide via Google.

Problem #4: Group Messaging issue after Marshmallow update on HTC 10 | New contact shows after updating HTC 10 to Android 6.0

New Marshmallow OS and encountering 2 problems with texting:


  • Group Messaging. I am not receiving group text messages for any message with a total number of participants larger than 3 people. Any time someone in the conversation sends a message, I see that that person sent a text as an individual, and it shows that there is a message from that person waiting to be downloaded. When I click to download, the download always fails.
  • New contact issue. After updating, I was texting with someone whose number I had not saved. After saving them as a new contact, their responses showed in the thread of texts with a completely different contact. I double checked to make sure I saved separately (and not edited this other person). Any time the new contact texts me, it shows in that thread. Any time I text the new contact (either as a new text or reply in-thread), the incorrect person (older contact) receives it in that same thread. Additionally, this thread shows twice in my messages. I tried deleting the contact and starting a new text/have them start a new text with me and it all ends up in this incorrect thread. — Aisah


Solution: Hi Aisah. Updates can sometimes result to more or new problems rather than fix existing ones. This is due to a lot of factors that affects the operating system and app codes. Sometimes, the reason for some problems are unfixable by a user, especially if they are caused by poor coding. Most of the time though, post-update issues can be resolved by doing basic software troubleshooting.

Wipe HTC 10 cache partition

The first thing that you want to do in your case is to ensure that the phone has a fresh system cache, which is stored in the cache partition. Android uses this cache to load apps faster after you initially opened them. Sometimes, an update can corrupt the cache partition because traces of old files from the previous operating system. To make your phone’s system cache fresh, just follow these steps:

  • Turn the phone is off.
  • Press and hold the Volume Down key.
  • Turn the phone on by pressing the Power key until the phone vibrates, then release Power.
  • Continue holding the Volume Down key.
  • Release the Volume Down button when the black screen with red and blue lines of text appears.
  • Press the Volume Down button repeatedly until reboot to bootloader is highlighted, then select it with the Power button.
  • The device will display a white screen with colored text.
  • Press the Volume Down button repeatedly until BOOT TO RECOVERY MODE is highlighted, then select it with the Power button.
  • The screen will display the HTC screen, and then turn black.  After several seconds, another black screen with red and blue text will appear.
  • Press the Volume Down button repeatedly until wipe cache partition is highlighted, then select it with the Power button.
  • Press the Power key to select wipe cache partition.
  • Once complete, press the Power key again to select reboot system now.

Should nothing change after wiping the cache partition, don’t hesitate to do a factory reset. Refer to the steps provided above.


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