MMS Video splitting into JPG and QCP files

[Rob3225]

I recently switched from Sprint to Verizon I have a Galaxy S21 ultra and I'm having the same issue. Videos through texts that I received come in as 2 separate attachments, one a still image the other one in audio file.  Everything is up today and I have VLC downloaded.

[vkuchtyak]

I have the same issue. I've tried every app installed on the phone and I still get the .jpg photo and .qcp sound file. 

I have the Samsung galaxy S22+. I previously had the S10, and it had no issues.

[vzw_customer_support]

Sorry to hear about this issue, vkuchtyak. Is this happening regardless of sender? For example, if you send a video message to yourself, are you still seeing this?

- Henry

[vkuchtyak]

I am able to receive video from another Samsung S22+ phone with no issues. It looks like iphone users are an issue.

[vzw_customer_support]

Ok. Thanks for confirming that for us. Have you used an iPhone at any point in the past with this number?

- Henry

[vkuchtyak]

I have never had an iphone, apple account, or icloud account.

I have received videos from the person in the past with no issues until this phone.

[vzw_customer_support]

Perfect. Thanks, vkuchtyak. We'll send you a private note here, so that we can get you into our support chat to take a closer look.

- Henry

[jven133]

Hi,

I'm having this same problem for the last couple of weeks. Is there a fix for this yet? I have a Samsung Galaxy S22+ and receiving text videos as a static jpg and QCP audio file.  I can receive them perfectly fine from another S22+ user but from iPhones I get the image/sound file text.

[vkuchtyak]

I just finished a chat session with support a few minutes ago. They're getting the software team involved and reaching out to samsung. They said it would take at least a week to hear back.

[vzw_customer_support]

Thanks so much for keeping us updated, vkuchtyak! 

-Jordan

[vzw_customer_support]

jven133, we definitely want to make sure you receive MMS messages like you should, so we're right here to help! What exact text app are you using? Have you by any chance tried a different text app? Does your phone have the most updated software?  -Alicia

[jven133]

I use the normal messages app. 

[vzw_customer_support]

jven133, what happens if you receive a message from another type of Android phone? Does the same thing happen?

-Christopher

[jven133]

Seems to be fine.  Just messages from iPhones

[vzw_customer_support]

jven133, thank you for those details. We would like to gather more information to better assist. It was mentioned that you use the standard messaging app. Have you tried another messaging app, such as Verizon Messages? And if so, what was the experience? Are the software and apps on the phone up to date? 

-David

[vzw_customer_support]

We are here to help with any concerns you have about the MMS service. Allow us to gather a few more details to be on the same page. Does this issue happen with all MMS you receive? Which messaging app are you using?

~Vic

[clevey4]

I am having the same problem even now.  From some people it always does this. From my wife's iPhone sometimes it is MMS and others it is a qcp + jpg.  Have we figured this out?

[vzw_customer_support]

We are here to help with messaging issues. To better assist please tell us, what is the messaging up you are using? What model is your device and is the software up to date?

~Maria

[clevey4]

Hi Maria, and thanks.
I am using a Samsung Galaxy 20+.  All UI  updated automatically.  I am using Messages version 14.5.20.10 which says it is the latest version.

[vzw_customer_support]

Hello! Thank you for the information. We'd like to take a closer look. I'll be sending you a Private Message, please reply to it, so we can get started. 

~Maria

[clevey4]

Can we continue this discussion. I was on with Gabriel yesterday but it got dropped.