MMS broken again, Galaxy S8+

[dagactor]

Earlier this year MMS would get overloaded after a few messages back and forth and stop working. I tried everything possible to fix it, nothing really worked...it finally improved and was good for months and now it's not working again. Frustrating. Anyone else? Any ideas what's causing this?

[vzw_customer_support]

Dagactor, we want those messages going smoothly again. Let's get to the bottom of this. Which messaging app are you using? Any issues with calls or data? Do you find this happens when connected to Wi-Fi?

LorenB_VZW

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[dagactor]

Currently using Textra. Their support team says this is a Verizon issue. No calls or data issues and it happens both on and off wifi. It happens when a group text goes on for a while then suddenly locks up. THANK YOU!

[vzw_customer_support]

We appreciate those details dagactor. Let's continue working towards a resolution. Can you clarify what you mean by the text locks up? Do you experience the same issue if you use the default messaging app on your phone?

Verizon_Customer_Support

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[dagactor]

By locked up, I mean I stop receiving all MMS messages and any that I try to send time out. This only seems to happen when I'm in a group conversation and a lot of messages are going back and forth at once. Last time it happened I switched to the messages+ app and continued to have the same issue. Earlier this year when it was happening I switched to Messages+ full time and the problem went away. After two weeks I went back to Textra and haven't had a problem for months until now. Textra insists it's a Verizon issue though.

[vzw_customer_support]

dagactor, It would be very challenging to have your MMS communications freeze up. Please reply to the Private Message that I sent, so we can explore more options.

JoelR_VZW
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[whitmayo]

I'm also having the same issue with my Samsung Galaxy S7. It happens exactly like the message degactor posted from the Textra community. In group chats, if I start getting texts in rapid succession it "locks up". The messages just show the download icon in the bubbles but then keep spinning if I attempt to download. The only work-around is to put my phone in airplane mode for a few seconds. After I'm able to download the messages if I'm using the pre-installed Samsung Messages. I have tried this with many different messaging apps and it happens on every one. Some I've tried: Android Messages, pre-installed Samsung Messages, Verizon Message+, Textra, Handcent Next SMS, Pulse, Evolve SMS, and Facebook Messenger.

[vzw_customer_support]

Whitmayo, you have taken great steps to narrow down this issue. Receiving your messages is absolutely something that we want for all customers. With Wi-Fi off and cellular data on, do you still see this issue?

Verizon_Customer_Support

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[whitmayo]

Yes I do still have the issue with wifi off and cellular data on.

[vzw_customer_support]

whitmayo,

We want nothing more than for your messages to work for you. What software version do you currently have installed on your S7? When using the native Samsung Messages app with your phone in Safe Mode http://vz.to/2bU7J1j , does the same thing happen?

ShawnteJ_VZW

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[whitmayo]

I currently have Android 7.0 and am up to date on all security patches. I can provide a screenshot of all the "about phone" info if needed. I haven't tried seeing if it happens in safe mode yet. I can't usually guess when I'm going to get group messages in quick succession so it will lock up but I'll try to set something up and see if it changes. I did also do a factory reset a couple days ago but noticed it still happens.

[vzw_customer_support]

Thank you for the helpful details whitmayo. Let's help you figure this out. I know you stated that you are up to date, however since the G955USQU1AQK3 update jus launced last week (11/14/2017), I want to make sure you are up to date (Settings > About Phone > Baseband version). Please also keep us posted if it happens during Safe Mode.

RyanC_VZW
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[whitmayo]

The Baseband version I have is G930VVRU4BQK2. I've checked for updates and

my phone is saying it's up to date.

On Fri, Nov 24, 2017 at 3:30 PM, vzw_customer_support <

[vzw_customer_support]

Awesome whitemayo. That seems to be up to date. Thanks for checking. Let's continue with our trouble-shooting efforts. I want you to reset your network settings. Here is a link to perform that step http://vz.to/2ew3hI1 .Let me know if you still have issues after performing this step. We truly want to make sure this is resolved.

KinquanaH_VZW
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[ANNEVE70]

Has this problem been fixed??? I have searched and searched and I can't find anything.  I have the EXACT situation.  Phone locks up for 15mins using group chat MMS.  Textra has sent me the exact same thing!  This happened on my Galaxy 7, and now again on my Galaxy S8+.

Please tell me there is a fix!!!

In summary it's an Android 7.0 bug. How do we know this? We actually found the 4 lines of Android source code that *fixed* this issue in a later patch version of Android 7.0.

In our testing on the Verizon network, we saw the issue 100% with all SMS/MMS apps (we tried the top 5 apps from Google Play), as well as Google's Android Messages and the pre-installed Messages and Verizon Message+ apps.

It's fairly easy to reproduce the issue, switch to the pre-installed Messages app, ask a friend to send you a rapid succession of group chats (MMS), and boom it 'locks up' and no MMS messages will be received (you'll just see the download icon in the bubbles, spinning for about 20 minutes). During this time you won't be able to send MMS either. Android seems to restart the culprit 'network process' after approx 15-20 minutes and then the messages will flow again.

The only 'real fix' is a firmware upgrade (controlled by your mobile carrier). Please understand this is not a Textra specific issue.

[vzw_customer_support]

Anneve70, I can understand how it's essential to be able to send and receive group messages without any issues or without the applications freezing up. I appreciate all the steps that you've completed on your own to test out other apps. Can you please test your device out in Safe Mode to see if the issue still happens. Check out this link for the steps to place the phone in Safe Mode. http://spr.ly/6585DXT7J.

KevinR_VZW

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[TheCheat54]

For what it's worth, this issue still exists in the Android 8.0 version through Verizon on the Galaxy S9. Both the built-in messaging and Textra apps eventually lock up my MMS for 15-20 minutes as described here.

Verizon, this is clearly your problem if the issue was fixed in a patch for Android 7.0 but the 8.0 release you've allowed for the S9 still exhibits the issue.

[vzw_customer_support]

TheCheat54, Having your media messages freeze is never a delightful experience. We certainly want to get to the bottom your messaging concern.  Does this occur on Wi-Fi only? Do you have your settings set to Sync Over Wi-Fi Only (open messaging + application, tap three lines in upper left corner, tap setting, [info towards the bottom of section])?

TrinetteW_VZW
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[TheCheat54]

I am on WiFi almost 100% of the time, so even if messages were set to only sync on WiFi (they aren't), I shouldn't be experiencing 15-minute pauses in MMS service.

If the issue exists across multiple devices and multiple Android versions (even a newer version that apparently left an older version's fix out), it is clearly a problem with the provider's approved versions.

[vzw_customer_support]

I understand how important it is to have a consistent data experience when using your messaging service TheCheat54. Does this problem happen while using the internet on the device or only impacting your MMS? Are either of the apps being used updated to the latest version?

AlbertoR_VZW
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[fnc314]

I am experiencing this issue constantly and it's making me want to leave the carrier