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Troubleshoot issues related to multimedia messages (MMS) on your Samsung Galaxy S 5

Last Updated: Nov 23, 2015

This article helps troubleshoot sending or receiving multimedia messages.

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. In the Quick settings section, tap Data usage.
    4. Tap to check Mobile data.
  2. Verify your Samsung Galaxy S® 5 is connected to the Sprint network data using Sprint Zone.

    1. From the home screen, tap the All Apps icon, then tap Sprint Zone.
    2. Swipe to the left to open Device Diagnostics.
    3. Look for Data Network:
      • Data Network is in the Passed section: Your phone is connected to the Sprint data network.
      • Data Network is in the Failed or Flagged section: Update the Data Profile.
        1. From Device Diagnostics, tap Data Network.
        2. Tap Update Profile.
        3. After the update is complete, tap OK.

    If your Samsung Galaxy S 5 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 S 5 to the Sprint network.

    1. Turn your phone off.
    2. Remove the battery. After 10 seconds, reinsert the battery.
    3. Turn your phone back on.

Note: To optimize device performance, be sure your Samsung Galaxy S 5 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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