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 EVO™ 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. Tap Help.
   3. Tap My Device.
   4. Your connection status displays below Wireless & Networks.
   5. Tap the Back key.
   6. Scroll to and tap Update Profile.
   7. Test your device to see if the issue is resolved.

   If your HTC EVO 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 HTC EVO 4G LTE to the Sprint network.

   1. Press and hold the Power key. Ignore any prompts or other screen changes.
   2. Continue holding the Power key until your HTC EVO 4G LTE turns off.
   3. Your device automatically turns back on.
   4. Test your phone to see if the issue is resolved.

Note: To optimize device performance, be sure your HTC EVO 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 HTC EVO 4G LTE or contact Sprint Customer Care for more help.