Picture Message (MMS) troubleshooting: Basic phones

Understanding the Issue

Use this document to troubleshoot problems with Picture Messaging (MMS) on Basic Phones.

Possible causes

 

  • Device settings
  • Signal issues
  • Network issues
  • Account setup

 

 

Help & How to

Part 1: Beginning troubleshooting

 

To start making your device work properly, follow these steps:

  1. Think about the problems you are having using Picture Messaging (MMS). Do any of these questions apply to your symptoms:
    • Are you able to access the internet or data? (You need minimum data access to be able to send MMS)
    • Is the issue with sending or receiving MMS only, or do both fail?
    • Does the failure only occur with specific numbers?
    • Are the numbers you are trying to send to or receive from international numbers?
    • When did the issue start happening?
    • Does the issue only occur in specific locations?
    • Are you able to receive the message but unable to view or download the content?
    • Are you using the preloaded  Messaging app, or a third-party app?
          Note: If using a third-party app, uninstall it or follow Apps troubleshooting.
    • Do your picture messages (MMS) take 5-10 minutes to deliver? This is normal.
    • Is your data speed reduced? This causes MMS to send or receive more slowly.
  2. Check the documents for your device. If there is a document with the problem or error you are having, follow it before continuing here.
  3. If the problem continues, move on to Part 2: Advanced troubleshooting.

 

Part 2: Advanced Troubleshooting

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, contact customer care to 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 how to's, 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. In order to send MMS over Wi-Fi, Wi-Fi  MUST be turned on. For steps on turning on Wi-Fi  see how to's.  If you have no signal, you may want to use this option if it is supported on your phone.
  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 how to's  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 how to's 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

 

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 the device off and back on again.
        Note: In order to further troubleshoot, the other party will need to be available to send test messages. If they are not available, you will need to call back when they are.
    3. Have the other person send an MMS message 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 showed 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 the 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 the 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 the 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 showed sent, but was 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.