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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  • LG Marquee MMS Update:

    I no longer get "#110216 Internal Error" when attempting to download MMS pictures via WiFi or 3g. I've been getting "Message expired or not Available". Download icon remains displayed in the text field.

    Notification: "Message Not Downloaded:Select to review the message and try again."

    I've also received an occasional Pop Up displaying "X-Mms-Status: Rejected"

    I rooted the phone and flashed the CTmod 3.80 ROM. Nice ROM but same issue with MMS Pictures, "Message expired or not Available". 3g nor WiFi. Also Data and Voice Roaming kicked in an hour after.

    Flashed to Megatron 6.25, same errors, no resolve. I lost Sprint service within minutes, Roam Only.

    Factory wiped and restored original stock ROM, reactivated phone OTA, restored the MMSC Url.  Updated PRL & Profile. "Message expired or not Available" still displaying, still no pictures. Full circle, no resolve.

    Firmware or hardware now appears culprit hence the model specific wide spread failure and different ROMs not resolving MMS issues.

    Back to waiting. Good luck and GodSpeed fixing this stumper.

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  • I originally started this thread not anticipating that it would be one of the more popular threads in Ting history. :)

    I would imagine that fixing this is probably ranked pretty low bug-wise (assuming that they are using what many companies use, likely a P3/P4 issue).  I say that because they designated a workaround (so not a lack of total service loss) in emailing pictures as well as the general audience being limited to the LG Marquee phone.  This is much less of a customer impact than, say, total loss of service to everyone in the Philadelphia, PA area due to issues with their cell towers (strictly an example mind you).

    What that means is that Sprint is not likely to fix the issue anytime soon assuming that it's not something that LG needs to fix through a firmware update.  With it being an older phone, they may no longer decide to support it or will place a fix in, but assign it a much lower priority vs. other projects they have going.

    I would not expect a resolution anytime soon based on the above criteria.  I fear that this feature may never be fully supported again on these devices and the only true workaround is to change devices.  I guess that comes with the territory with a MVNO vs. a physical store where you can complain to the actual provider (such as Sprint).

    Ting, if that ends up being the case, please just let us know.  My cell phone bill is $70 less a month now vs. my old provider so if I have to buy another phone from eBay or somewhere else, I'll begrudingly do it, but seeing as how Ting directly offered this phone to so many, it will definitely put them in a tight spot with customers irritated that they have to upgrade at additional cost to them.  Just ask a Republic Wireless beta customer how that goes.

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  • So very well stated, Kyle. This is exactly how I have been feeling: Just let us know, so we can move on, whatever that means. Having customers wait indefinitely for the answer to the question, "Will it or won't it work on this device?" is getting old. 

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  • +1 to Kyle's comment.

    I've searched other Sprint network related forums (e.g. Sprint, Boost) and no one has mentioned this issue, leading me to believe it's a Ting specific issue. Jeffery's comment above appears to demonstrate that it's not an OS issue. Given that the Marquee is a small subset of the user base of the small subset of people who are on the Sprint network through Ting, I have difficulty imagining this would be a high priority for Sprint. The amount of time that has passed would seem to confirm this.

    Emailing is not a workaround. We can't expect everyone sending a group or picture message to remember to email us in addition to sending the MMS.

    So, I would second the request to Ting to let us know what's going on. At the very least, let us know what your own deadline is for calling it quits and telling everyone to ditch their Marquees. If one does not exist, it should.

     

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  • "At the very least, let us know what your own deadline is for calling it quits and telling everyone to ditch their Marquees. If one does not exist, it should." Yes! Again, thanks for stating exactly what I have been trying to say forever. And thanks, Jeffrey, for indirectly answering my question from a few days ago. Whew. I feel relief that others have been able to come up with the words I've been searching for. 

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  • We've been working very hard on this, and we have now discovered the root cause. The next step is finding a way to properly implement a solution. We'll let you know once we have it all sorted out, but it's definitely not something we've been ignoring.

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  • Thank you for the update, Andrew.  I'm glad that the root cause has been identified.  I know the solution may be trickier and a specific timeline is probably unknown at this point as this gets properly scoped out with your Product teams.  If anyone does feel they have a good ballpark estimate or SWAG in general, this thread is always an excellent place to share it. :)

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  • Hi all I started with Ting a few months back with the refurb marquee and a couple weeks ago noticed this problem. I didn't look into it much because I don't use it regularly, but decided tonight to do some searching to find a fix because it was annoying.  I've done all prescribed steps to no avail and have gone through the same process as Jeffrey Brandt.  That is i started with the stock but then rooted and used CTmod then recently MegaTron, none of which allowed receiving mms.  I just want to be added to the list of people with the problem in case it might help.   

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  • hey y'all. in the same boat as many of you, thought i'd add my name to the list. problem began at the end of may, have lurked on this forum a couple of times in hopes of a solution. i've been pretty consistently receiving the "your request cannot be processed, internal error" message any time i attempt to download a picture message. have not successfully received and downloaded one since prior to may 30.

    very glad to hear that the cause has been identified and hope the fix isn't too far behind!

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  • Andrew, now that you know what the problem is, do you have an approximate timeframe for fixing it? a few days, two weeks, months? And is it something you guys can take care of, or are you dependent on Sprint to fix it or update something?

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  • No updates on any of that yet Megan, but we do hope to have another update for everyone by the end of the week (June 28).

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  • In the same situation as everyone else.  I didn't know there was a problem until today because I don't get many picture messages.  Hopefully it gets sorted out soon.

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  • I have an LG Marquee and am experiencing the same problem. Considering another phone at this point. This one has been plagued with issues since day 1. Guess I got what I paid for. Still love Ting, though.

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  • LG Marquee with same problem.  No problems until recently like the others.

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  • My girlfriend and I are also not able to receive picture messages...this has been going on for weeks. We have tried all of the suggestions. Will this ever be resolved??

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  • I'm in the same boat. Will wait for updates.

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  • Same problem here with refurbished LG Marquee for the last month.  Tried the updating PRL but received error message, same with updating Profile.   Will wait for any updates.

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  • Is this related to the stock rom on this phone ?

    Will upgrading to CTMod help ?

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  • We have 2 LG Marquees and haven't been able to receive picture messages for at least a couple weeks now. Hoping this gets resolved soon.

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  • Hey Ting, both my mom and I have the LG Marquee.

    Her phone is experiencing picture messaging problems, while my phone is working perfectly.  Shoot me an e-mail and lets figure this out TOGETHER!!!

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  • Hey Alberto, I've sent you an email. 

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  • Hey Ting! Add me to the list. We have 2 Marquees in the house and same problem as described above. Obviously don't get many mms messages, since it's only bugged me enough to find this post now! I'll check back at the end of the week. Thanks

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  • Over a month without MMS. Any updates?

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  • We hope to have an update for everyone tomorrow.

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  • I never got the e-mail Brennan, my e-mail is [edited now that Kyra has re-sent the email].

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  • Hi Alberto,

    I've resent the original e-mail from Brennan to your live.com account and make sure to check your spam/junk folder to make sure the e-mail isn't ending up there. Let us know if you receive the newly sent e-mail : )

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  • Hi everyone -

    As promised, we have an update on the LG Marquee MMS issue. It was sent to customers who have contacted customer service about this issue today. As with the last update, we’re sharing it here as well, so you can keep track of the progress without having to open up a ticket with us.

    Here’s the update:

    We’ve been able to work out a potential solution in the lab that gets MMS working again on the LG Marquee. We’re not at the point yet where we’re comfortable saying the issue is solved, so unfortunately, we also aren’t able to provide a fix to you just yet.

    We’re continuing to work on this issue - finding a good solution is a high priority for us. We’ll be in touch with a further update when we have some more progress to share.

    Ting

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  • While I appreciate that you've let us know Ting is still working on it, that doesn't really resolve anything.  Is there an estimated timeframe where you will know whether "the fix" is effective or not?  If it was only picture mms it wouldn't be so bad but for some reason, regular texts sent from some iphones are treated as picture mms and don't go through either. 

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  • As soon as we have more info, Patrick, we'll let everyone know.

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  • I'm with Patrick.  "Breaking News: There's no change!" is not really an update...just continuing to string us along.  I was glad I received a survey via email recently so I could voice my displeasure with the handling of this issue.  This is the inherent  issue with Ting that I was worried about from the beginning.  When something breaks, they're at the mercy of Sprint to fix it.  I was hoping by being such a large customer, that they'd be able to get things done.  But it's clear that Sprint doesn't care about Ting any more than any large company cares about individual customers.  Sprint makes Ting look bad, and then it makes me look bad for recommending Ting...which I've stopped doing.  If someone asks me I'll tell them, but I no longer initiate the conversation.

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