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Troubleshoot issues related to multimedia messages (MMS) on your Samsung Galaxy Note II

Last Updated: Nov 19, 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 Samsung Galaxy Note® II 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 to the 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 Samsung Galaxy Note II still can't connect to data, troubleshoot data connectivity issues.

  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 Samsung Galaxy Note II to the Sprint network.

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

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

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

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