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Troubleshoot issues related to multimedia messages (MMS) on your Samsung Galaxy Note7

Last Updated: Aug 04, 2016

This article helps troubleshoot sending or receiving multimedia messages on your Samsung Galaxy Note7

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, tap Apps.
    2. Scroll to and tap Settings.
    3. Tap Connections.
    4. Tap Data usage.
    5. If needed, tap the switch to enable Mobile data.
  2. Verify your Samsung Galaxy Note7 is connected to the Sprint network using Sprint Zone.

    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. Review the message and tap Settings.
        4. Scroll to and tap System Update.
        5. Tap Update Profile.
        6. After the profile update is complete, tap OK.

    If your Samsung Galaxy Note7 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 Samsung Galaxy Note7 to the Sprint network.

    1. Press and hold the Power and Volume Down keys for 6 seconds.
    2. The phone will power off and restart.
      • If the ringtone volume changes when soft resetting the device, press the Volume up key to reach the preferred volume after the device restarts.

Note: To optimize device performance, be sure your Samsung Galaxy Note7 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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