Moto X not sending downloaded pictures via MMS and MMS to T-Mobile doesn't work

[Ajahang]

Two issues with my Moto X.

1. MMS attachment issue
2. MMS sent to T-Mobile customers do not download on their end. Only T-Mobile customers.

First, my Moto X is not sending out any downloaded pictures via MMS. For example, a funny meme you want to share. I can send via e-mail, hangout, social network, and any other method; however, sending via MMS does not work.

I get an error when I add a picture to the text. "Unsupported picture format / Choose a different picture."

While this seems straightforward, I have tried different file types, jpg, gif, bmp, png, etc, and nothing works. I also tried smaller file sizes, but still nothing. Side note on the file size, the phone should compress larger files down to smaller file sizes, so size shouldn't be an issue.

Second, any MMS sent to T-Mobile customers, are not received by the recipient. They receive the "Download" prompt, but nothing goes throu

Thank you.

[vzw_customer_support]

Ajahang, we don't want this to be an ongoing text messagng issue for you. Did you download a 3rd party text messaging application to your device? If so, we recommend that you uninstall it in the Settings of your device. Next, make sure that this isn't a memory capacity issue. Please delete all unwanted text messages on your device. Lastly, turn data on, turn Wi-Fi off and test the text messaging feature again. Keep us posted.

LasinaH_VZW
Follow us on Twitter @VZWSupport

[Ajahang]

Thanks for the reply, I am using the native messaging app -not 3rd party. I deleted all texts, and have hard reset the phone as well, however, same issues continue. (Not a memory issue, and Wi-Fi is off)

[vzw_customer_support]

Ajahang we'll pinpoint the issue and get the messages flowing! Has there been any changes to the device since this started?

AshleyS_VZW
Follow us on Twitter @VZWSupport

[Ajahang]

No changes whatsoever.

Sent from Yahoo Mail on Android

[vzw_customer_support]

That's odd Ajahang, but we'll get this figured out! To cross all bases, try running in Safe Mode http://vz.to/1mIaMcI to determine whether an app is causing the issue. Keep us posted!

AshleyS_VZW
Follow us on Twitter @VZWSupport

[Ajahang]

Hello, just tried to send via Safe Mode as instructed, and no success.

Sent from Yahoo Mail on Android

[vzw_customer_support]

Ajahang,

I am sorry to hear that you were not able to send the message via Safe Mode. Has it always been this way? Did this just start?

RobinD_VZW

Follow us on twitter @VZWSupport

[Ajahang]

Hi Robin,

The T-Mobile MMS issue has always been like this with my Moto X, however, I am unsure about the attaching downloaded pictures into an MMS issue.

Sent from Yahoo Mail on Android

[vzw_customer_support]

Ajahang,

Thanks for the info! Lets investigate these issues further. What software version is your device running on? Settings>About phone>System Verison. Also please provide the Android verison. If there is a new software version please update the device.

LindseyT_VZW

Follow us on Twitter @VZWSupport

[Ajahang]

Android 4.4.4

System version 212.55.26.ghosst_Verizon.Verizon.en.US

Sent from Yahoo Mail on Android

[vzw_customer_support]

Ajahang,

Perfect! It does seem that your device software is up to date. Are you able to send images you have taken on your device just fine, excluding those on T-Mobile? Have you tried clearing the data/cache and force closing he messaging application? http://vz.to/1nUhQUl


LindseyT_VZW

Follow us on Twitter @VZWSupport

[Ajahang]

I can send them fine to every other carrier, except T-Mobile. I even tried clearing my phone and starting fresh.

What about the issue that doesn't allow me to MMS to anyone if I download the picture from the internet?

Sent from Yahoo Mail on Android

[vzw_customer_support]

Ajahang,

Sorry for the confusion. To clarify, I meant when images are not downloaded, but instead taken with the phone, are they sent just fine? Also, have you tried to crop the downloaded image to a smaller size to see if the image is able to send then?

LindseyT_VZW

Follow us on Twitter @VZWSupport

[Ajahang]

Pictures that are taken send fine with the exception of T-Mobile customers. This phone should have an automatic compression to make it fit the size requirements. I've tried downloading even 10kb pictures and they will not attach. I receive an error that says it's invalid and to use another picture. Doesn't matter if picture is a gif jpg png bmp etc.

Sent from Yahoo Mail on Android