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Troubleshoot issues related to multimedia messages (MMS) on your Alcatel OneTouch

Last Updated: Nov 23, 2015

This article helps troubleshoot sending or receiving multimedia messages on the Alcatel OneTouch Retro

You may have this issue if your phone 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 mobile data is enabled.

    1. Press the Center key.
    2. Scroll to Settings and press the Center key.
    3. Scroll to Others and press the Center key.
    4. Scroll to Data and press the Center key.
    5. With On/Off highlighted, press the Center key.
    6. Scroll to On and press the Center key.
  2. Update the data profile.

    1. Press the Center key.
    2. Scroll to Settings and press the Center key.
    3. Scroll to Others and press the Center key.
    4. Scroll to Data and press the Center key.
    5. Scroll to Update Data Profile and press the Center key.

    If your Alcatel OneTouch Retro still can't connect to data, troubleshoot data connectivity.

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

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

  4. Perform a soft reset.

    A soft reset reconnects your Alcatel OneTouch Retro to the Sprint network.

    1. Turn your phone off.
    2. Remove the battery. After 30 seconds, reinsert the battery.
    3. Turn your phone back on.

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

If you're still having issues, dial *2 on your phone or dial 855-639-4644 to reach Sprint Prepaid Customer Care.

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