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Troubleshoot issues related to text messaging on your Samsung Galaxy Note7

Last Updated: Aug 04, 2016

This article helps troubleshoot text messaging issues on your Samsung Galaxy Note7

You may have text messaging issues if your phone is:

  • Unable to send or receive text messages
  • Displaying error codes or network messages when you try to send a text message

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 airplane mode is turned off.

    1. From the home screen, tap Apps.
    2. Tap Settings.
    3. Tap Connections.
    4. If needed, tap the switch to disable Airplane mode.
  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.
  3. 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.

      Note: If the ringtone volume changes when soft resetting the device, press the Volume up key to reach the preferred volume after the device restarts.

  4. Have you ever been able to send or receive a text message on your Samsung Galaxy Note7?

    If your Samsung Galaxy Note7 is active and you've never been able to text, contact Sprint Customer Care for further troubleshooting.

  5. Have you moved to the Samsung Galaxy Note7 from an iPhone?

    Some users will experience SMS issues when moving from an iPhone to a non-iOS device like the Samsung Galaxy Note7.

    To resolve this issue the SMS service should be removed from Apple's iMessage service. This can be done from any web browser.

    1. Go to the Apple iMessage de-registration webpage.
    2. In the No longer have your iPhone? section, enter your phone number in the Phone Number field.
    3. Click Send Code.
    4. Apple will send a message to your phone to confirm your de-registration. Enter that code in the Confirmation Code field.
    5. Click Submit.

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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