Picture Message (MMS) troubleshooting: Windows Phone

    Understanding the Issue

     

    Use this document to troubleshoot problems with Picture Messaging (MMS) when using Windows Mobile devices. Troubleshoot picture messaging issues when using Wi-Fi Calling the same way you would when on the T-Mobile network.

     


     

    Resolution Steps

    Select from one of the picture messaging scenarios below:

     

     

    Issue is location-specific

     

    1. Make sure the handset shows at least 2 bars of signal. If not, see No Signal.
    2. If you have signal on the handset, troubleshoot a possible data-connectivity issue.

     

     

     

     

     

    Issue occurs with all numbers

     

  • Cannot send or receive any picture messages (MMS)

  •  

    1. Verify that you can access the Mobile Web through the device browser. If you cannot, see Mobile Web Troubleshooting.
    2. Using the device common procedures, verify that your device has sufficient free memory to download a MMS. 
    3. If you are still having this issue, contact us.

     

     

     

     

     

  • Cannot send any picture messages (MMS)

  •  

    1. Make sure you are not on your device.
    2. Check for Wi-Fi connectivity. Please Test with Wi-Fi turned off.
    3. Send a test MMS to your own 11-digit mobile number. Ensure the picture is smaller than 1 MB. If necessary, refer to the device common procedures to walk through reducing the camera resolution. 
    4. If you are still having this issue, contact us

     

     

     

     

     

  • Cannot receive any picture messages (MMS)

  •  

    1. Make sure you are not on your device.
    2. Send a test MMS to your own 11-digit mobile number. If it gives an error message when sending, see Cannot send or receive picture messages (MMS).
    3. Refer to the device's common procedures to ensure you have enough free space on the device to receive messages.
    4. Power their device off and back on again. 
    5. If you are still having this issue, contact us.

     

     

     

     

     

     

    Issue occurs with specific numbers in the U.S.

     

  • Cannot send or receive MMS from specific domestic numbers

  •  

    1. Send an MMS  to your own 11-digit mobile number. If the message is not received, see Cannot send or receive picture messages (MMS).
    2. Power your device off and back on again.
    3. Send a MMS  to the other person using their full 11-digit mobile number and ensuring the file size of the picture does not exceed the following limits:
      • AT&T - less than 450 KB
      • T-Mobile and all other carriers - less than 1 MB
    4. Select from the below test results:
      • Message was received

        Have the other party reply to that message with another MMS message using the size limits above:

        • Message was received - The issue is resolved.
        • Message shows as sent but was not received - See Cannot receive picture messages (MMS) from specific domestic numbers.
        • Message failed to send - The issue is with the other party's phone or service. They will need to contact their carrier for further assistance.
      • Message was not received


        If the message was not received,contact us.

     

     

     

     

     

  • Cannot send MMS to specific domestic numbers

  •  

    1. Power your device off and back on again.
    2. Send an MMS message to the other person using their full 11-digit mobile number, and ensuring the file size of the picture does not exceed the following limits:
      • AT&T - 450 KB
      • T-Mobile and all other carriers - 1 MB
    3. Select from the below test results:
      • Message was received

        The issue is resolved. Note the customer's account with all the troubleshooting performed and ensure you have assisted them with any other questions.

      • Message was not received

        If you are still having this issue, contact us.

     

     

     

     

     

  • Cannot receive MMS from specific domestic numbers

  •  

    1. Make sure you are not on your device.
    2. Power their device off and back on again.
      Note: In order to further troubleshoot, the other party will need to be available to send test messages to the customer. If they are not available, the customer will need to call back when they are.
    3. Have the other person send an MMS message to them using your full 11-digit mobile number, and ensuring the file size of the picture does not exceed the following limits:
      • AT&T - less than 450 KB
      • T-Mobile and all other carriers - less than 1 MB
    4. Select from the below test results:
      • Message was received

        The issue is resolved.

      • Message shows Sent but was not received

        If you are still having this issue, contact us.

     

     

     

     

     

    Problem only occurs with international numbers

     

  • Cannot send or receive picture messages (MMS) internationally

  •  

    1. Power their device off and back on.
    2. Send a picture message to the desired number using a plus sign (+) or 011 before the country code in the phone number.
    3. If the message is not delivered, contact us.

     

     

     

     

     

  • Cannot send MMS internationally

  •  

    1. Power their device off and back on.
    2. Send a picture message to the desired number, using a plus sign (+) or 011 before the country code and phone number.
    3. If the message is not delivered, contact us.

     

     

     

     

     

    Cannot receive MMS internationally

     

    1. Power their device off and back on.
    2. Have the other person send a picture message to you, using a plus sign (+) before their full 11-digit phone number. Select from the below test results:
      • Message was received

        The issue is resolved.

      • Message shows Sent but is not received

        If you are still having this issue, contact us.

     

     

     

      • Message fails to send

        The issue is with the other person's phone or service. They will need to contact their carrier for further assistance.

     

     

    DOC-37487