Devices_MMS_Super LTE

Arina Vlasova Updated by Arina Vlasova Permissioned article This article is internal and cannot be seen by public viewers.

Downloading and using a third party app Verizon texting app (message+) can resolve issues with outbound MMS

For Android

Please check First Steps from this Guide and if customer followed this Guide.

More advices:

  1. Disable MMS and power off the phone.
  2. Power it back on.
  3. Re-enable MMS feature.
  4. Turn off Wi-Fi and see if that helps. Since MMS go over cellular data network, Wi-Fi sometimes interferes with their transmission

Advanced troubleshooting for specific devices:

For Samsung S8, S9 and S10 on android 9 (Pie) and android 10

If customers are not able receive/send without third party applications -> recommend them to download a 3rd party application named Verizon Messages from Play Store, and then try testing MMS.

Galaxy Note 8

  • If the customer is using a Samsung Galaxy Note 8 or any model released after that on Super LTE, they may face outgoing MMS problems.
  • Fix: Help customer install Manual APN configuration to fix the issue.

Google Pixel Series

Please check if customer followed this Guide.

Samsung Messages (MMS Issue: Invalid address entered)

  1. Press and hold Volume down + power buttons for a few seconds.
  2. Release the buttons when smart menu appears.
  3. Use the volume buttons to navigate to the recovery mode and press power button to access it.
  4. Once in recovery mode, choose Wipe Cache Partition.
  5. When the wipe cache partition is complete, Reboot system now is highlighted.
  6. Press the Power key to restart the device.
  7. Go to Settings > Connections > Data Usage > Mobile Data and turn Mobile Data.
  8. Go to Settings > Connections / Network & Internet > Mobile Networks / Cellular networks > Preferred network type / Network mode.
    1. Select LTE only.
    2. Toggle the VoLTE / HD VoiceEnhanced calling switch to turn VoLTE ON.
  9. Install the APNs from this guide and check.

For iPhone

Please check First Steps from this Guide and ask if the customer has followed this Guide.

Advanced troubleshooting (after updating the operating system to IOS 12.0/12.1):

If the customer has come across an issue in sending MMS after updating their software for their iPhones to IOS 12.0/12.1, try the following 4 options to fix the issue (one after the other if the previous option fails to fix the issue):

Option 1:

(example case: https://app.frontapp.com/open/cnv_116i8v7)

  1. Ask customer to insert GSM LTE SIM Card. It could be active or inactive.
  2. Go to Settings > General > Reset > Reset network settings.
    This will remove all the saved Wi-Fi passwords.
  3. Power off and Insert Super LTE SIM back.

If customer does not have any GSM SIM, send him a GSM LTE SIM card.

For reference, check this front conversation.

Option 2:

  1. Another way to Reset Network Settings: Power off the device -> remove the sim card -> hotline line -> wait 60 seconds -> restore line
  2. Reinsert the sim card and power on the device.

Option 3:

  1. Network settings reset: Settings > General > Reset > Reset network settings.
    (customers also lose any saved Wi-Fi passwords)
  2. Use unlockit method to re-configure APN on iPhone.

Option 4:

  1. Ask customer to insert GSM LTE Sim.
  2. Go to Settings > General > Reset > Reset network settings.
    This will remove all the saved Wi-Fi passwords.
  3. Go to Settings > Cellular > Cellular Data Network > APNs > Reset > Manually erase all the existing fields
  4. Insert Super LTE SIM back in the phone while it's ON.
  5. Restart the phone.
  6. Check it, if it still does not work, install the unlockit APN.

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