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How to fix your Google Pixel 2 XL if it is not receiving text messages from some contacts

Are you having text messaging issue on your Google Pixel 2 XL (#GooglePixel2XL)? This troubleshooting article addresses a common SMS issue on this device so be sure to follow our solutions below. When it comes to text messaging issues, solutions are often the same so you can follow most of the suggestions even if circumstances on your device are different from the sample case below.

Before we proceed, we want to remind you that if you are looking for solutions to your own #Android issue, you can contact us by using the link provided at the bottom of this page. 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.

Today’s problem: Google Pixel 2 XL not receiving text messages from some contacts

I recently upgraded from a Galaxy S7 to a Google Pixel 2 XL about a week ago. I have all of my contacts saved to Gmail and they all updated to my new pixel. I can call and view all my contacts just fine. I have been receiving text messages and instagram alerts and everything I used to get on my Galaxy S7, on my new Pixel just fine. This was up until a few days ago when I realized I was not getting text messages from a few of my friends. Two of my friends called me and asked my why I had not responded to their texts. They advised they both received text messages I sent them, and responded. I looked at my message string and could only see what messages I sent them. I sent them numerous messages via my messages app and they received them, however their responses never showed on my message string. The weird thing is that I went into their contact in my phone book and below their number it shows recent calls from them and recent messages from them. Under most recent message it shows the last message they sent me or the last message I sent them whatever was more recent. So I can see their most recent message they sent me in there but not in any other location. I have no idea why. Hopefully you can help. Oh and the only two friends so far that this is happening with are with Sprint. I am Verizon. 

Solution: There’s a number of possible reasons for this problem. Let’s discuss them individually.

Incorrect system time and date

This is one of the least known but common reasons why users may find text messages don’t arrive on time, not at all, or tucked deep under old SMS. If your Pixel 2 has incorrect time and date, incoming SMS will be sorted differently, often in way that you’re not expecting it to be. If you haven’t noticed, text messages are usually sorted by time so the most recent ones show up on top instead of the somewhere else. It’s possible that your Pixel 2 may have actually received your text messages but they are sorted way below for you to notice.

If you haven’t checked, follow the steps below to change your system’s time and date.

  1. From a Home screen, tap the Arrow icon Up arrow icon to display all apps.
  2. Go to Settings app icon.
  3. Tap System About icon. Tap Date & time icon.
  4. To use network-provided values, tap the following to turn on On icon:
  • Automatic date & time
  • Automatic time zone

When manually setting data & time, perform the following:

  • You must turn off Switch off Automatic date & time and Automatic time zone settings to manually adjust date and time.
  1. Tap Set date.
  2. Adjust the date then tap OK.
  3. Tap Set time.
  4. Adjust the time then tap OK.
  5. Tap Select time zone then select a time zone from the list.
  6. If desired, tap Use 24-hour format to turn on.

Contacts app bug

Another possible reason why you have this issue may lie on the Contacts app itself. First, you want to double check if the contacts are formatted correctly in the app. If you haven’t, make sure to delete and add again the contacts you’re having issues with. If that won’t fix the problem, clear the cache and data of the app with these steps:

  1. From a Home screen, tap the Arrow icon Up arrow icon to display all apps.
  2. Open Settings app.
  3. Go to Apps & notifications.
  4. Go to App info.
  5. Tap Up arrow icon See all ‘xx’ apps.
  6. Tap the appropriate app.
  7. Tap Storage.
  8. Tap Clear Cache/Clear Data button.

Note: wiping the contacts app’s cache and data will erase your contacts list. Be sure to back them up first before doing this troubleshooting step.

Check Archived messages

If you’re using the default Android Messages app, some of your messages may had been redirected to the Archive folder by mistake. We’ve experience a similar issue in our Galaxy S7 in the past and only by checking the Archive folder were we able to fix the problem.

To see if some of your text messages are in the Archive folder, do the following steps:

  1. Open Android Messages app.
  2. Tap More settings icon at the upper right.
  3. Select Archived.

Check Blocked Contacts folder

Another area where you want to check is one called Blocked Contacts. Again, this is assuming you use Android Messages app from Google and not any other else. If you do use third party text messaging apps, make sure to check similar or other areas that may be keeping your redirected SMS.

To check for Blocked Contacts folder:

  1. Open Android Messages app.
  2. Tap More settings icon at the upper right.
  3. Select Blocked contacts.

Clear messenger app cache and data

Part and parcel of text messaging troubleshooting is clearing the app’s cache and data. Be sure to check it if you haven’t yet. Here’s how to do that:

  1. From a Home screen, tap the Arrow icon Up arrow icon to display all apps.
  2. Open Settings app.
  3. Go to Apps & notifications.
  4. Go to App info.
  5. Tap Up arrow icon See all ‘xx’ apps.
  6. Tap the appropriate app.
  7. Tap Storage.
  8. Tap Clear Data.

NOTE: Clearing an app’s data will delete all your messages. If you have important text message to save, make sure to back them up before doing the steps above.

Reset network settings

Another troubleshooting step that you must do at this stage is to ensure that you reset your phone’s network settings. It’s usually an effective solution if a Pixel 2 device is having trouble connecting to the internet (wifi or mobile data), if it’s having text messaging issue, or if it’s observed to be buggy everytime it uses cellular network.

To reset your phone’s network settings:

  1. From a Home screen, tap the Arrow icon Up arrow icon to display all apps.
  2. Go to Settings app icon.
  3. Tap System About icon.
  4. Tap Reset options Reset icon.
  5. Choose from the following:
  • Reset Wi-Fi, mobile & Bluetooth
  • Reset app preferences
  • Erase all data (factory reset)
  1. Tap RESET SETTINGS. Note If prompted, enter the PIN, password or pattern.
  2. Tap RESET SETTINGS to confirm.

Factory reset

The last but not the least device troubleshooting that you can do is factory reset. If the cause of your issue is software in nature, factory reset will almost always help.

To factory reset your Pixel 2:

  1. Create a backup of your files.
  2. If your device is on, turn it off. This is important. If you can’t turn it off, you’ll never be able to boot to Recovery Mode. If you are not able to shut the device off regularly via the Power button, wait until the phone’s battery is drained.
  3. Press and hold the Volume down button. While holding Volume down, press and hold the
  4. Power button until the phone turns on. You’ll see the word “Start” with an arrow around it.
  5. Press the Volume down button until you highlight “Recovery mode.”
  6. Press the Power button to start recovery mode. You’ll see an image of an Android robot with an exclamation mark (you may also see “No command”).
  7. Press and hold the Power button. While holding Power, press the Volume up button once. Then release the Power button.
  8. If “Wipe data/factory reset” isn’t highlighted, press the Volume down button until it is. Then press the Power button to select it.
  9. Press the Volume down button until you highlight “Yes” (or “Yes – delete all user data”). Then press the Power button to select it.
  10. After the reset is complete, press the Power button to select “Reboot system now.”

Talk to your network operator

If the problem remains after a factory reset, there’s a chance that it may be beyond your ability to fix. First, we suggest that you try another text messaging app and see if that will make a difference. If nothing changes and the issue remains even with another text messaging app, call your carrier and let them fix the issue for you.

 


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