Camera picture / video troubleshooting

If your camera isn't taking pictures or recording videos, there's probably a problem in your device settings.

 

To just learn about using your device camera, visit the Devices page, select your device, and find the steps.

 

 

Can't take pictures or video

  1. Soft reset and remove your SD card, if you have one.
    1. Remove the battery, if possible.
    2. Remove the SD card. We're going to test without it, in case it has a problem.
    3. If you removed the battery, re-insert it and turn on the device.
    4. If the battery is not removable, perform a soft reset. (Visit your Devices page, and use the Battery page for help.)
  2. Check if you're using the Camera app that come with the device or a downloaded one.
    • We can only help if there's problems with the camera app included with your device.
    • For downloaded camera apps, contact the app developer.
  3. For Android devices: (Visit the Devices page for help with these steps.)
    • Clear cache and data of the Camera app.
    • Wipe the cache partition.
  4. For Apple, reset all settings (Settings > General > Reset > Reset all Settings). You will not lose data.
  5. Update the device software to the latest version. Visit the Devices page for current versions and steps.
  6. Restart the device.
  7. Check your device has enough free storage space. T-Mobile recommends having at least 15% of the on-device storage free.
  8. Take a picture to test in full light.
  9. If the camera still didn't work, perform a master reset. (Visit your Devices page, select your device, and use the "Device resets" page for help.)
  10. If you still have this issue, contact us. We may need to go over the steps you performed to see what's going on.

 

Low quality or blurry pictures or video

  1. Check if you're using the Camera app that come with the device or a downloaded one.
    • We can only help if there's problems with the camera app included with your device.
    • For downloaded camera apps, contact the app developer.
  2. Remove any cases or covers. They may cover or have an edge near a sensor or lens.
  3. Check the lens for dust, scratches, or any other obstruction.
  4. Check if the problem happens in full, bright light.
    • Pictures taken in mid-light or low-light may turn out blurry or grainy.
    • Pictures taken with a flash may have an orange tint.
    • This is all normal for mobile camera sensors, and there's nothing to troubleshoot further.
  5. Review device how-tos for instructions to increase the picture quality/resolution. (Visit your Devices page, select your device, and use the "Camera & gallery" page for help.)
  6. For Android devices: (Visit the Devices page for help with these steps.)
    • Clear cache and data of the Camera app.
    • Wipe the cache partition.
  7. For Apple, reset all settings (Settings > General > Reset > Reset all Settings). You will not lose data.
  8. Update the device software to the latest version. Visit the Devices page for current versions and steps.
  9. Restart the device.
  10. Check your device has enough free storage space. T-Mobile recommends having at least 15% of the on-device storage free.
  11. Take a picture to test in full light, focusing on an object 3-6 feet away that is not moving.
  12. If the camera still didn't work, perform a master reset. (Visit your Devices page, select your device, and use the "Device resets" page for help.)
  13. If you still have this issue, contact us. We may need to go over the steps you performed to see what's going on.

 

Messaging problems with pictures or video

If you're having problems sending a picture or video in a message, please try Picture message (MMS) troubleshooting.