Tips

Troubleshoot issues related to multimedia messages (MMS) on your Motorola Photon Q 4G LTE

Last Updated: Nov 15, 2013

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 Motorola Photon™ Q 4G LTE 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. Scroll to and tap My Device.
    3. Tap Dashboard.
    4. Scroll to and tap Data Network.
    5. Your data connection status displays.
    6. Tap Update Profile.
    7. After the profile update is complete, tap OK.
    8. Test your device to see if the issue is resolved.

    If your Motorola Photon Q 4G LTE 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 Motorola Photon Q 4G LTE to the Sprint network.

    1. Press and hold the Power key and the Volume Down key for 10 seconds to turn off your Motorola Photon Q 4G LTE.
    2. Press and hold the Power key to turn your Motorola Photon Q 4G LTE back on.
    3. Test your device to see if the issue is resolved.

Note: To optimize device performance, be sure your Motorola Photon Q 4G LTE is running the most recent device software. Check for software updates.

If you're still having issues, try our community pages for the Motorola Photon Q 4G LTE or contact Sprint Customer Care for more help.

Be the first to Rate this article

My rating

Contact us

Find a store


Recently Viewed