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Troubleshoot issues related to multimedia messages (MMS) on your Samsung Array

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 Samsung Array™ is connected to the Sprint network using the web browser.

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

    1. From the home screen, press the MENU/OK key.
    2. Scroll to Web and press the MENU/OK key.
    3. Try to browse to a web page.
    4. If the data connection fails, update the profile.
    5. Test your device to see if the issue is resolved.

    If your Samsung Array 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 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 Samsung Array to the Sprint network.

    1. Press and hold the Power key to turn your Samsung Array off.
    2. Remove the battery. After 30 seconds, reinsert the battery.
    3. Press and hold the Power key to turn your Samsung Array back on.
    4. Test your device to see if the issue is resolved.

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

If you're still having issues, please try our community pages for the Samsung Array or contact Sprint Customer Care for more help.

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