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Troubleshoot issues related to multimedia messages (MMS) on your Google Pixel XL

Last Updated: Oct 14, 2016

This article helps troubleshoot sending or receiving multimedia messages on your Google Pixel XL.

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. From the home screen, swipe down the Status bar.
    2. Tap the Settings icon.
    3. Tap Data usage.
    4. Verify that the Cellular data switch is enabled.
  2. Update the data profile.

    Updating the data profile will ensure that your phone has the best connection to the network.

    Update the data profile

    If your Google Pixel XL still can't connect to data, troubleshoot data connectivity.

  3. 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.

  4. Perform a soft reset.

    A soft reset reconnects your Google Pixel XL to the Sprint network.

    1. Press and hold the Power key for 15 seconds.
    2. The phone will power off and restart.

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

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

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