Droid Razr can't send picture messages since JellyBean update
pittiemom3
Enthusiast - Level 1

Hello,

Ever since my Droid Razr updated to the JellyBean system, I have been unable to send any picture messages. It will attempt to send them, then I get the message bounced back, with the triangle exclamation point saying "message failed, tap here to review" or something similar. I also get this response when uploading pictures to facebook, but the pictures actually do get uploaded. I've checked with my friends, and they aren't getting the picture messages. Help!?

Labels (2)
54 Replies
cbdo
Newbie

Having the same problem, for a period of a few months now, on my Razr M.  I can send a simple text as usual but can't send a picture by text message, whether there's also text associated or not, whether the recipient is a Verizon customer or on another network, from my home where there's no problem with signal and ordinary calls work reliably.  I can send pictures by email as usual, but not by text message.  The problem developed several months ago, with no change in phone, but if I recall correctly at the time of a software update.  When I first got the phone, there was no such problem, but now there is.

Verizon, can't you folks figure out how to help us fix this?  The operation involved, after all, is a pretty standard smartphone function.  Will be following the thread for updates--

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vzw_customer_support
Customer Service Rep

cbdo, Let's get those picture messages going out again. Go to Apps> Settings and touch Data Usage. Ensure Mobile Data is turned on. Press the back button to go back to the previous menu and touch "More..." Touch Mobile networks and make sure Data enabled has a check mark. Reset the text messaging app: http://vz.to/1doTPPR . Then power the device off and back on again. Retest and let us know how its working.

BrianP_VZW
Follow Us on Twitter @VZWSupport

LunaRhyane
Enthusiast - Level 1

The above fix of clearing the text messaging data (fyi-does not delete your text messages) and rebooting my phone (Maxx HD - 2 bar of 4G - WiFi on and connected) can now send picture messages without using the annoying "fix" of turning off WiFi I was told by Verizon phone tech support.

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Bob7765
Newbie

Dear god, some clarification is needed for all of you conflating WiFi and Cellular network communication.

SMS/MMS are ALWAYS, ALWAYS, ALWAYS, sent over the cellular connection. Not 3G, not 4G, not WiFi - cellular.

SMS is a cellular system functionality - it's origins are in transporting Short Messages in the management frames of the cellular network, which were under-utilized by about 1300 bits (~1300bits/8bits per byte=~160 characters) . MMS is transported by converting the image to a binary stream and encapsulating that into the same Management Frames.

So technically, SMS/MMS can NEVER be transported by any other network as they're both functions of the Cellular network itself - there is no equivalent on a WiFi network, or 3G or 4G, since those networks were designed for a very different use-case than cell.

So, WiFi being on is technically irrelevant to whether you can send SMS/MMS as the Texting app only knows how to transport them via cell, even if WiFi is on.

That being said, if a phone cannot transport SMS/MMS when Wifi is on and you have a good cell signal, then there is something wrong with the software of the phone - some mistake was made in the setup by the software vendor, and only the software vendor is going to be able to resolve this issue.

Now, Verizon, let's get some pressure on Google to resolve this, as it's very clearly a software issue, as it appeared AFTER the JB update, even with the stock Messaging app.

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gbatch
Newbie

I'm having the same problem on my RAZR MAXX.  can't send pictures and can't send MMS.  someone else in this thread suggested turning off wifi, which does work, but seems like a stupid requirement.  go to 'all settings', then 'more'.  go to 'mobile networks' and make sure 'data enabled' is checked.  under 'network mode', select 'LTE/CDMA'...  this will make things work, but then the phone won't use wifi correctly. close the settings, now go back in and change 'network mode' back to 'Global'.  When I did this, my MMS messages sent using the cell network and everything else used wifi.  Hope this solves the problem for everyone else.

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vzw_customer_support
Customer Service Rep

Hi Gbatch,

Picture Messages are important memories! I know having a properly working phone is important. I want to help. MMS messages are sent over the Verizon Wireless network. MMs messages can send when WIFI is turned on, depending on how strong your Verizon Wireless network signal. If you are in a stronger VZW signal area then sending messages with Wifi turned on will work. If you are in a weaker VZW signal area then sending MMS messages with WiFi turned on will not work. Hope this helps!


Pamela_VZW
Please follow us on twitter @VZWSupport

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mylestexan
Newbie

Support,

Your answer is not helpful at all to me. I have a Droid Razr Maxx HD with a full 4G LTE signal right now, and I cannot get a simple Picture message to send. There is no text, I am sending to another Verizon customer, and the wifi is turned off. It would be great if you could advise, Thank you!

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vzw_customer_support
Customer Service Rep

We hoped that response would help someone with signal problems at home, mylestexan.
Let's start from the beginning to ensure the phone settings are all correct. I want to make sure you all are able to send & receive MMS. I also have this device, but haven't come across these concerns with the software update.
This is for all included in the thread
1. Make sure airplane mode and WiFi are both disabled.
2. Ensure the address you are sending it to is correct (preferably with area code the number)
3. Make sure Auto Retrieve is enabled.
Go to Text>Menu>Settings>Auto Retrieve
4. The MMS should automatically adjust if it is too large to send. If it doesn't that may be the probem. Take the picture again with a different resolution.
5. Check available memory. Go to Settings>Storage>Internal Storage/SD card>Pictures. If it is low, delete some pictures or text messages.

Please let us know how it works once these steps have been completed.

TamaraH_VZW
Follow us on Twitter @VZWSupport
6. Power the phone off.

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plato68
Newbie

I have 4 phones with Verizon, under a family plan.  We have always sent pictures without disabling WIFI.  I sent some (Galaxy) to my wife earlier for her to share with her family.  They sent successfully.  She cannot send them from her RAZR, including the ones she took on her phone  Her problem has only occurred since the last Verizon update.  I am less than 10 feet from the router.  So is she.  So, the WIFI on/off has not been a problem, but has now become a problem. 

I have refused Verizon updates for my Galaxy, and will continue to do so.

Verizon has a new problem.

Fix it.

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SailingRazr
Newbie

I too, have encountered this problem since an OS update that was pushed to me in mid-January.

(unable to send MMS messages or photos, same error message received)

I tried all of the suggestions listed in this thread and some on other forums, with no luck.

I finally visited a Verizon Wireless store just to ask some simple questions, not to try to wrangle a new phone or anything crazy. The service drone behind the counter was incredibly rude, answering my questions in mono-syllabic words, with his arms crossed over his chest in a hostile manner.

The advice I grudgingly pulled from him:  Back up the phone, and perform a total wipe/reset, then restore the phone.

This was a tremendous pain, but it worked.  I'm betting there was a less invasive fix for the problem, but that's the only tip I got that worked.

People when you walk out the door with your shiny, new phone, the deal is done. Don't look for any help from Verizon Wireless after that. You're on your own.

Good luck.

>>Edited to comply with the <<


Message was edited by: Verizon Moderator

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Not applicable

I am a strong advocate for cellular providers just provide the access to the network. You see the makers of the devices should take total responsibility for the sales and service of what they manufacturer.

Verizon wireless should not repair phones (they did many years ago) they should just insure you access to voice and data.

Now if the makers of the devices send out operating system updates and it bricks your device a customer would then contact the maker of the device and not Verizon. If the device buttons break, or the glass breaks, again to the maker of the device. Verizon like retail stores sells the devices, I don't see people calling Best Buy or Sears or Target etc. When their phone breaks. Why should the blame be laid at Verizon place the blame where it belongs. The device manufacturer.

Good Luck

breezex
Specialist - Level 3

Elector, I too am a proponent of wireless carriers providing data and cellular service and access to the network.  They should not be in the hardware/handset business.  It gives them too much control and can lead to monopolies within monopolies.  Not to mention incompetency.

But, as long as Verizon dictates what software and bloatware must be on phones, what OS features can remain and which must be removed or disabled, what SIM cards can be used, what frequencies a phone can support (beyond their own), what buttons a phone can have, whether a phone bootloader can be locked or unlocked .... , etc. they are in part responsible for hardware and OS failures.  Under these conditions all blame cannot and should not be shifted to the manufacturer

My plea: FCC, FTC, or whoever remove the wireless carriers from handset control.  The carriers will not do it by themselves.

vzw_customer_support
Customer Service Rep

We would be delighted to assist with your wifes device plato68. Is she able to send MMS messages with WIFI disconnected and fully powered off? Please keep us posted, thanks!

MatthewS_VZW
Follow us on Twitter @VZWSUPPORT

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roachman55
Enthusiast - Level 2

So in other words we are screwed because I just moved to a new house and only get 3G with 1 signal bar and have been using wifi and having bad luck sending pictures, what gives I thought wifi would be answer for the problem of not having good Verizon signal

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vzw_customer_support
Customer Service Rep

We would never leave you without options gbatch. I know how important it is to have great service at home and wifi is a great option to prevent data usage. If you are in need of better service inside your home, take a look at our Network Extender. This is an amazing accessory and will help with service inside. Here is additional information http://bit.ly/AKkC. Please let us know if you have any additional questions or concerns.


Kinquana_VZW
Please follow us on twitter @VZWSupport

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tikibar1
Community Leader
Community Leader

As noted earlier in this thread, picture messages won't send over wi-fi, you have to have a network connection.  For some folks that have wi-fi and a network connection both enabled, their phones switch seamlessly between the two as needed.  For others (and this may be your case), wi-fi has to be turned off so that the network connection can send/receive picture messages.  A pain I know, but it is what it is sometimes.

B33
Legend

+1 and the last Sentence.. to roachman are you located in the country or just off the fringe of the 4G ?

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roachman55
Enthusiast - Level 2

I am in Michigan just north of Detroit and where I lived which is nine miles from where I'm at now the tower was less than a quarter mile away and I have been with Verizon for over 12 years back when it was called Airtouch and now I am in a popular area but no signal so I have to use WIFI but not good for sending pics

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B33
Legend

O that's a bummer i'm looking on a Map Called  Sensorly  roachman i'm looking in the Oxford area to the Rochester area is this about were you live if So the area does look to be a little thin on Coverage but i see allot a Golf Courses and as Much as i love Golf this is one area that would be hard to Map but they still could have towers on near them as the Towers can be made to blend in with the nature of the course..

If you want to Take a Look at the Area Roachman55  Look on Sensorly  here is the Link to Site and should be the Detroit Area you can also look at other Carrier Coverage as Well  Hope this helps b33

http://www.sensorly.com/map/4G/US/USA/Verizon/lte_310verizon

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aegunn3
Newbie

I'm having this exact sam problem--have had multiple calls to verizon tech support and cant get it solved--cant send texts to multiple persons and cant send pictures anymore

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