Note 5 incoming and outgoing SMS not going through, MMS length automatically reduced

Hello and welcome to our new post for the day. Our #GalaxyNote5 post covers two texting problems reported to us lately. We hope you’ll find our suggestions helpful.

If you are looking for solutions to your own #Android issue, you can contact us by using the link provided at the bottom of this page.

When describing your issue, please be as detailed as possible so we can easily pinpoint a relevant solution. If you can, kindly include the exact error messages you are getting to give us an idea where to start. If you have already tried some troubleshooting steps before emailing us, make sure to mention them so we can skip them in our answers.

Below are specific topics we’re bringing for you today:

Problem 1: Galaxy Note 5 messaging app setting to choose between “high quality” and “reduce to MMS,” MMS length automatically reduced

Daughter sent me a 1:38 (minute) video of my wedding. When I first tried to send it to my husband, I had to choose between ‘high quality ‘ or ‘reduce to mms’. Not knowing what either choice really meant, I chose reducing to mms. Then when trying to send the video, my Note 5 reduced the video to 1 minute. …not sending the entire 1:38 length. Now it seems that EVERY video that I try to share, is automatically ‘reduced’ to mms size of 1 minute. How do I change back to ‘having a choice’ of what length to send? I have searched all through my settings on my phone, but cannot find a way. — Karen McDonald

Solution: Hi Karen. We don’t think you’re using the stock Samsung SMS/MMS app called Messages as we haven’t encountered the prompt you got (whether to pick high quality or reduce to MMS) before. This means that you’re either using your carrier’s messaging app, or a third party messaging app. In either case, if the option to pick high quality or reduce to MMS can’t be found in the app’s MMS settings, you must simply try to return all settings of said app to their defaults. This is done by wiping its data. Here’s how:

  1. Open the Settings menu either through your notification shade (drop-down) or through the Settings app in your app drawer.
  2. Navigate down to “Apps”. This may be renamed to something like Applications or Application Manager in OEM skinned versions of Android 6 or 7.
  3. Once in there, look for the application and tap it.
  4. You’ll now see a list of stuff that gives you information about the app, including Storage, Permissions, Memory Use, and more. These are all clickable items. You’ll want to click on Storage.
  5. You should now clearly see the Clear Cache and Clear Data buttons for the application.

Remember, clearing the messaging app’s data will result to the loss of your SMS and MMS. Be sure to back your messages via Smart Switch first before wiping the data.

Problem 2: Note 5 incoming and outgoing SMS not going through

I’ve been having issues with sending and receiving text messages. Sometimes they will go through and sometimes they won’t. Many times I won’t get the messages from others as well or they receive the messages that I’ve sent days later. I’ve talked to people at AT&T and they’ve tried to diagnose the phone using a machine, give me a new SIM card and I’m still having the same issue. I don’t know what else to do at this point. Please help. Thanks. — Alicia James

Solution: Hi Alicia. An issue like this is one of the hardest to diagnose because there can be underlying network problems that can cause it. In many similar cases in the past, the problem is not due to a device glitch or malfunction but rather that of the network. Carriers are not obligated to deliver SMS and MMS 100% of the time so there can be downtimes. The thing is, there’s no way for a user like you or for third party support teams like us to know for certain where the problem lies. There are no errors that we can check, nor are we able to run a full diagnostic check on the device so we can only help you so much in this one.

The general when it comes to troubleshooting an issue like this is for a user to try all available software troubleshooting on his or her end. If those steps won’t make any difference, then the problem must be network-related, or even on the side of the recipient. That said, here are the things that you can try on your end.

Wipe the cache partition

Android uses a cache stored in the cache partition to load apps quickly but sometimes, this cache, also called system cache, can get corrupted. To ensure that it’s regularly updated and in good shape, you must wipe the cache partition periodically. This will not only help your device perform better, but it may also fix cache related problems including the one you may be experiencing right now. Here’s how it goes:

  1. Turn off your Samsung Galaxy Note 5 completely.
  2. Press and hold the Volume Up and the Home buttons first, and then press and hold the Power key.
  3. Keep the three buttons pressed and when ‘Samsung Galaxy Note5’ shows, release the Power key but continue holding the other two.
  4. Once the Android logo shows, release both the Volume Up and Home buttons.
  5. The notice ‘Installing system update’ will show on the screen for 30 to 60 seconds before the Android system recovery screen is shown with its options.
  6. Use the Volume Down key to highlight the option wipe cache partition and press the Power key to select it.
  7. When the process is complete, use the Volume Down key to highlight the option ‘Reboot system now’ and hit the Power key to restart the phone.
  8. The reboot may take a little longer to complete but don’t worry and wait for the device to become active.

Install app and Android updates

Android and app updates sometimes include patches or solutions to known problems. Patches are built by developers to fix reported problems that may affects a significant number of users so if your issue is also occurring in other devices across the network, it’s possible that your carrier may be aware of it and may have already worked on a solution. Be sure to let your device download and install all types of updates so it runs the latest versions of apps and Android.

To manually allow your phone to install an update, you can do the following:

  1. Open Settings app.
  2. Tap Software update.
  3. Tap Download updates manually.

Third party apps

We have no idea what apps you have in your device but at times, a poorly coded app can cause problems with Android or with another one. To see if you’ve installed a bad app, restart the phone to safe mode and observe how messaging works for a few days. While in safe mode, all third party apps, that is, apps you’ve downloaded and did not come with the phone originally, will be disabled. This means that while safe mode is enabled, you will only be able to use pre-installed apps. If you are dependent on some third party apps to keep your day going, this troubleshooting step can require a little sacrifice. You should still be able to receive SMS, MMS, and voice calls though. You would also be able to connect to the internet using the stock browser.

To boot to safe mode, follow these steps:

  1. Turn off the phone completely.
  2. Press and hold the Power key.
  3. Once ‘Samsung Galaxy Note5’ shows, release the Power key and immediately press and hold the Volume Down button.
  4. The phone will restart but keep the Vol Down button pressed.
  5. Once the phone has finished restarting, ‘Safe mode’ will be display in the lower-left corner of the screen.
  6. You may now release the Volume Down button.
  7. Observe how text messaging works for a few days.

Remember, safe mode is not a solution. It’s a means to a possible solution. If messaging works normally and all incoming and outgoing SMS will be received fine, that’s proof that one of downloaded apps is causing the problem.

To identify which of the app is problematic, you must uninstall third party apps individually until the issue is gone for good.

Try a different messaging app

If there’s no difference even when the phone is booted to safe mode though, your next step is to try to use a different messaging app. If you are currently using the stock Samsung app, consider using AT&T’s own app, or get something different from the Play Store.

Factory reset

The last troubleshooting step that you can try in this case is to completely wipe the phone. Not all bugs are brought about by apps. At times, a new Android version itself can result to problems if there’s something that developers fail to anticipate. To fix possible operating system level bug, you must do a factory reset. Here’s how:

  1. Create a backup of your files
  2. Turn off your Samsung Galaxy Note 5 completely.
  3. Press and hold the Volume Up and the Home buttons first, and then press and hold the Power key.
  4. Keep the three buttons pressed and when ‘Samsung Galaxy Note5’ shows, release the Power key but continue holding the other two.
  5. Once the Android logo shows, release both the Volume Up and Home buttons.
  6. The notice ‘Installing system update’ will show on the screen for 30 to 60 seconds before the Android system recovery screen is shown with its options.
  7. Use the Volume Down key to highlight the option ‘wipe cache partition’ and press the Power key to select it.
  8. When the process is complete, use the Volume Down key to highlight the option ‘Reboot system now’ and hit the Power key to restart the phone.
  9. The reboot may take a little longer to complete but don’t worry and wait for the device to become active.

Let your carrier fix the issue

Finally, if nothing works still, continue working with AT&T’s technical support team (not their customer service). The most likely reason comes from their side so they should help you identify the problem and not leave you hanging.

 


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