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Troubleshoot issues related to multimedia messages (MMS) and your HTC One M8

Last Updated: Nov 14, 2014

This article helps troubleshoot sending or receiving multimedia messages.

You may have this issue if your device is unable to:

  • Send or receive multimedia messages (messages with pictures, video or audio)

These steps help identify and resolve the underlying cause. After completing each step, test to see if the issue is fixed. If not, continue to the next step.

  1. Verify your HTC One M8 is connected to the Sprint network using Sprint Zone.

    Be sure mobile data is enabled and functioning for multimedia messages to work properly.

    1. Access Sprint Zone.
    2. Swipe from Right to Left to open Device Diagnostics.
    3. Look for Network:
      • Network is in the Passed section: Your phone is connected to the Sprint network.
      • Network is in the Failed or Flagged section: Update the Data Profile.
        1. From Device Diagnostics, tap System Updates.
        2. Tap Update Profile.
        3. After the profile update is complete, tap OK.

    If your HTC One M8 still can't connect to data, troubleshoot data connectivity.

  2. Do you see an error message that says the media file is too large?

    Try reducing the size of the file with a compatible editing program available in Google Play Store™.

    You can also try to send the file via email. Email providers usually have a higher file size limit.

  3. Perform a soft reset.

    A soft reset reconnects your HTC One M8 to the Sprint network.

    1. Press and hold the Power key and Volume Up key for 10 seconds.
    2. Your HTC One M8 restarts.

Note: To optimize device performance, be sure your HTC One M8 is running the most recent device software. Check for software updates.

If you're still having issues, try our community pages for the HTC One M8 or contact Sprint Customer Care for more help.

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