Cannot receive picture messages on phones (LG Marquee)
Answered

I cannot receive picture messages on my LG Marquee phone.  My wife has the same phone and is experiencing the same issue that began yesterday.  Our account has picture messages enabled so they should come through just fine.

When receiving a picture message, it displays the following in the text field:

<Subject: New Message> - Your request cannot be processed, Internal Error

Any ideas on why this is happening?  Is it a network outage?

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Comments

294 comments
  • Ken, I don't think you need to add a trouble ticket. I think they're adding everyone who replies to this thread. And no, no ETA yet. They are working with Sprint to fix it.

    Jennifer Fisher, yes, they can be sent, and people not with Ting (I'm guessing? Maybe it's not with Sprint, too? I don't know) can get them. Those of us with Ting (And again, maybe Sprint? I dunno.) just can't receive them.

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  • Thanks Jennifer for the info!

     

    Ken

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  • Both my wife and myself are experiencing the same problem.  Will look forward to the solution.  Thanks for your help team Ting.

    Ben

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  • Same...
    Thanks for your continued effort to resolve.

    Kevin

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  • Brennan put me on the list im having troubles with pic message to. And my WIFI gets disconnected making me use data. Help me update this thang mang! Joe Hogan sent me.

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  • Hi Louis, I just sent you an email with a few questions so I can start investigating the Wi-fi problem.

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  • Just wanted to add my name to the list. I also use a Marquee and have been unable to receive picture messages for the last few weeks.

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  • I know this may be a long shot, but are there any LG Marquee users who ARE ABLE to receive MMS messages? We'd love to speak to you and it would really help with our investigation. If you know someone, please refer them to us. Thank you everyone for your patience.

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  • I CAN send MMS messages, I CANNOT receive MMS messages. Hope that's of some help.

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  • ^ I believe that's the status quo. It's only receiving that has been the problem.

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  • Also experiencing issues with the Marquee on my account. 

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  • Sorry for the length here, but I'm just going to do an information dump and hopefully help the troubleshooters.

    Both my wife and I have Marquee's and the picture message issue here is hit or miss on both our phones.  We get daily picture messages from her dad via an iPhone on verizon.  Sometimes we are both able to get them, sometimes 1 of us misses them, but we haven't ever had both of us miss them to this point.  The same goes for group messages without an attachments (just replies to the original picture message from another iPhone on verizon)  Yesterday I got the error message and had her forward the picture on to me (she received it OK), it failed the first time but worked the 2nd time she sent it.  We both keep 3G off.

    I did add goSMS Pro because the stock messaging never notified me of new mms messages, which was a big issue.  With that setup, I noticed a few things:

    - they have a notification popup option, and if the popup came up while we were in another app, the mms download would fail consistently

    - if i received a notification (not via popup), and navigated to the message and clicked "dowload", i would get an error of "please check that the network is available" (again, this was hit or miss)

    - the goSMS app would leave the "download" button visible after the first failed download attempt (so i could keep trying, but i'd receive the same error), however the stock messaging app would remove the download button and replace it with the same error as everyone else

    - it almost feels as if it's finicky and that if i don't wait for a stable connection and no other apps to be opened, i miss my chance to download the message

    I know we're not troubleshooting goSMS, but sometimes different apps will give different error messages and that might help to attack the problem from another angle.  I was searching to see if I could "reset" the download button, as it really does feel as if something trips up the first time I try to download the mms and I just need another try.

    Now that I know this is a bigger issue, I'll try to keep some solid logs.

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  • Hi Adam, thank you very much for sharing this with us.

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  • Hi Brennan, I mentioned this before, but seemed to be the only one with the WiFi problem at the time. Now I see Louis Villa is another. I don't know if it is another symptom of the overall LG Marquee problem, but when I want to use WiFi, there is no connection. The only way I have found to get the WiFi to come on is by updating the profile and every time I do that it says the update was successful. Sometimes I even get the phone message that my profile needs to be updated. It seem to me that the update is not "sticking". I don't keep WiFi on, nor do I use much data or receive many MMS pictures, so I don't know for sure, but both problems seem to have started at about the same time.

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    1. Same issue here, I reported it through a help ticket.  But I have another odd thing to add to the list that I noticed with my wife's marquee.  I have a Sprint Airave active through ting in my house.  When I am near it with my S3 it has full bars on 3g.  When I am near it with her phone it does not have great signal and sometimes it is showing 1x data with full bars.  I am not sure if this has anything to do with the problems above but it is another odd behavior to add to the list.
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  • I'm also having this issue.

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  • Ok, I've got some fun new information.

    Again my father-in-law sent a group picture message this morning (7:59am) from his iPhone, followed by a group reply from another iPhone (9:04am).  My wife received the message with no trouble on her Marquee around 8am.  I tried to download (after 9:04am because I had both messages waiting but not sure the exact time) but got the "please check that the network is available" error message.  This time, I didn't revert to the stock messaging app because I wanted to try to download again later and the stock messaging app removes the download button after a failed attempt.  I tried a few more times, and out of the blue it just worked now (10:50am).  I was able to successfully download both group messages (one just text and the original image).  Not sure if it matters, but the time it worked I attempted the downloads in reverse order (I downloaded the 9:04am message first, then the 7:59 message).

    We're both using goSMS Pro as our messaging app.  It really feels like the error message pops up so fast that it's not getting to the server, rather getting stuck trying to leave the phone, but I have not verified that.

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  • Hi Sandra, thanks for letting us know. The Wi-fi issue you are experiencing might be an isolated issue with your device. To keep this forum post MMS related, I've just sent you an email regarding so I can investigate. I look forward to hearing from you soon.

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  • Suppose I should add myself to the list since you're collecting. Completely the same here. LG Marquee refurb, can send pics but not receive. Tried the updates but none worked. I also uninstalled all skins and such just in case that was doing it but still didn't work. Played with my Ting settings on the website, turning things off and on, but didn't work. Eventually did a Google search and found this forum thread. Oddly enough that hash number just said it was a wrong number so I couldn't try that whatever that was, but since everyone else is having the same issues here I'm guessing it wouldn't have worked. XD

    Good luck with figuring it out with Sprint and I'll keep checking back here for updates!

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  • Ok Brennan, looking for that email, it isn't here yet (checked trash and spam too). I just thought that since the MMS issues seems to tie in with the WiFi that the origin of the problems might be related. More information about quirks is better usually. I DO have both problems so keep me on the MMS list. Also, it might be helpful to people for that "Answered" icon to be removed from the head of this thread since the problem seems to be continuing. I keep hoping a solution has been found when I see it. Thanks for all you guys are doing to figure this out.

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  • My husband and I are having the exact same problems!!!  Same phones as mentioned.  Thanks for any info you can provide!

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  • Since this has been for half a month, will there be any credit to accounts?  Stinks not being able to SMS.

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  • That's a great point, Jared.  Honestly, we will have to switch to something else, as we need sms for work.

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  • I'm also unable to receive picture messages but am able to send them

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  • @Jared and @Megan, are you experiencing problems with SMS as well? Since Ting offers MMS for no additional charge, we will not be crediting accounts, but if you are having SMS issues please reach out to us by emailing us at help@ting.com.

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  • Hi Sandra, I've sent off a second email. If you don't receive it, it might be easier for me to call the number associated with your Marquee. Let me know.

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  • @Katie: Are these MMS messages that we are *not* receiving counting toward our text message usage and thus, our bills? Also, is there a page you can point Ting susbscribers to that lists features that we are paying for vs. those that Ting offers as an added benefit "for free"? I, for one, had no idea that MMS messages were not considered text messages and that it was something that Ting or other wireless carriers would charge extra for. Chalk it up to being a relatively naive smartphone/mobile device user, I guess. Thanks.

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  • @Jennifer - any MMS sent/received does not count as a text - the file size contributes towards data usage. The messages you are not receiving therefore are not contributing to your data usage!

    Our Plans page at https://ting.com/plans shows a list of freebies ("Freebies (Included at no charge) Voicemail, Picture & Video messaging, 3-way Calling, Caller ID, Tethering, Hotspot and more."). If you click "More" it shows other features that are included!

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  • Thanks, @Katie.

    What are the options if we want to get MMS messages again? Do we have to buy a new device? Or is it related to the Sprint network overall and therefore not necessarily dependent on device? 

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  • @Jennifer, we're still working to get the issue resolved. The Marquee seems to be the only device that has been affected, and it's very likely we'll be able to get it resolved. If it turns out we can't though, well, we'll cross that bridge if we come to it!

    If the lack of MMS is an extremely important issue for you in the meantime, though, please feel free to open a support request (help@ting.com) or give us a call (1-855-846-4389) and we'll work with you to determine the best course of action for you.

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