MMS Video splitting into JPG and QCP files

[GrafinLupus]

I have a Samsung S10+, unlocked, with the same problem. Can't play qcp videos attached to messages. The preface of what appears to be the filename is Snapchat with some numbers.

Where is the actual help from Verizon on this?

[vzw_customer_support]

GrafinLupus, Does this happen when you are on or off WiFi? Since this has been happening, have you powered your device off for at least 2-3 minutes and then powered the device on again? Some MMS issues happen after an update because the system cache becomes corrupted. To ensure that your S10’s system cache is in top shape, try clearing the cache partition where it’s kept. This will will force the device to create a new one afterwards. Don’t worry, clearing the cache won’t erase your personal data and only temporary set of files will be wiped out. Here’s how to clear the cache partition:

1. Turn off the device.
2. Press and hold the Volume Up key and the Bixby key, then press and hold the Power key.
3. When the Android logo displays, release all keys (‘Installing system update’ will show for about 30 – 60 seconds before showing the Android system recovery menu options).
4. Press the Volume down key to highlight “wipe cache partition.”
5. Press the Power key to select.
6. Press the Volume down key to highlight “yes” and press the Power key to select.
7. When the wipe cache partition is complete, “Reboot system now” is highlighted.
8. Press the Power key to restart the device.

Please keep us posted on the outcome. 

TakendraW_VZW

[GrafinLupus]

Thank you for your reply.

My phone is connected to WIFI and Bluetooth. Not sure when it's using either for data or internet.

After turning off WIFI and Bluetooth, I performed the steps you provided. I had my husband text me a video made on his phone afterward and the same thing happened; a still photo and an unplayable qcp file.

BTW, never had this problem with my old phone, Kyocera DuraForce Pro. All messages came in as SMS and videos played fine.

Samsung S10+ are MMS messages, using native Messages app. Not sure if that has anything to do with it.

Please help, more.

[vzw_customer_support]

GrafinLupus, I am sending a Private Note.

[putney1116]

Hi I am currently having this same issue on my Galaxy Z Flip phone. I just recently upgraded to Android version 11 when I started noticing it. I have tried the above suggestions with no luck. Can you help me out?

[vzw_customer_support]

Hello, there. We can certainly lend a helping hand regarding this matter. To clarify, this is only when receiving videos correct? Also, what texting application are you using? MaxiL_VZW

[putney1116]

I have noticed a significant drop in quality in pictures texted to me as well. However, videos is the most relevant as I can't even see the video due to the changed file format.

This issue happens in both Google messages and the default Samsung Messages app so I know it's not the app nor its settings. 

[Brandonlp3]

I've been having the same problem on my galaxy s10+

[vzw_customer_support]

We are here to help in any way we can. Please send us a Private Note to proceed.

[acraftylady2]

In the app store download VLC player and see if that will open them.  You probably don't have the right player installed to play them.