Welcome to a new #GalaxyNote4 troubleshooting page. We want to help those Note 4 users that are experiencing some messaging or SMS/MMS-related problems so we cover 5 issues in this post.
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 4 can’t receive MMS properly, MMS video gets separated from audio
My husband uses Chomp app for his messaging. Our daughter sent a video to each of us and his phone separated the video part from the audio part, like 2 different pieces and video is just a picture. He has a Verizon unlocked phone Note 4 and uses Straight Talk. I have a Note 5 and am still with Sprint. — Louise Bates
Solution: Hi Louise. There are two possible reasons why this issue occurs. One is a problem with the app he’s using, and the other is incompatibility at the operating system level.
To check, you want to see if the problem lies on the messaging app itself. If he hasn’t tried it yet, ask him to use another messaging app or the native Samsung Messages app that came with the phone. To do this, he has to change the default messaging app under Settings. Here’s how:
- Open Settings app.
- Tap Apps.
- Tap More options at the upper right hand side (three-dotted line icon).
- Tap Default apps.
- Tap Messaging app.
- Select a different messaging app.
Once a different messaging app has been selected, send an MMS to his number again and see what happens. If the problem is fixed and MMS comes in its normal form (video not separated from audio), then the Chomp app may be problematic.
If the issue remains though, the cause may lie deep in the operating system, which means that it has something to do with the Verizon software being not fully compatible with that of Sprint’s. Talk to your carrier and see if there’s something that they can do to fix it.
Problem 2: Galaxy Note 4 not receiving group messages
I have a Samsung Note 4. Someone is sending a group text out and I can only see the people who replies to the message, not the sender’s message. Is there something I can do to see the senders message? — Honora2helen
Solution: Hi Honora2helen. Carriers convert group messages (regular SMS sent to multiple contacts) to MMS so make sure that your device is configured to receive MMS. Your phone must have the correct settings (this is usually achieved automatically if you are in a GSM network) in order to receive MMS so make sure that you contact your carrier about it. You also need to ensure that you have a working mobile data service since MMS won’t work without it. Again, if you aren’t sure if your device is able to receive MMS due to mobile data service, contact your carrier.
We think though that the main reason why you’re only receiving the original sender’s message is because the group you are in is composed of both iOS and non-iOS devices. If the original sender is using an iOS device like an iPhone, Android users like in the group will only receive responses in text message form, not in group message form. Members who use iOS device and has their iMessage service enabled receive the original sender’s message in group message form.
As a workaround (and if you can make everyone to agree), you can all try using a third party app that works in both iOS and Android devices. Examples of such apps include:
- Facebook Messenger
- Google Hangouts
All of these items are readily available for free in both Google Play Store and Apple App Store.
Problem 3: Galaxy Note 4 cannot forward receive email to PC
I use Samsung Galaxy Note 4. I cannot forward a received email to my computer wirelessly or with a USB connection like transferring pictures. This is what happens. Because I have a long message it indicates that it is essentially full. When the message is actually forwarded, it ends up back in the same place where all other received texts are received. Why do they not go into my computer? Is it the message warning of being filled which precludes me in the first place? Since my phone has formatted capabilities, it leaves me confused why it doesn’t forward the text. I used the email used here as a response. I also have a gmail mail but don’t think it would matter in either case. I think this can be rectified by using a USB connection tell me how to do it that way if need be. — Blacklamb10
Solution: Hi Blacklamb10. Your problem description is difficult to decipher but if you’re having trouble sending an email to your computer, why not simply log in to the same account in said computer? You don’t need to forward your email to your computer unless you want to create a local copy of that received email in your computer in the first place. But even then, logging in to your email in your computer and saving a copy of that particular email is more realistic and practical rather than torture yourself looking for a non-existent solution of forwarding it via USB connection. If this is not your intention though, or if it appears that we don’t understand your situation, feel free to let us know by describing your issue in a more clear manner. As it stands, your problem description is confusing and frankly, we can’t really say for sure if we understand it at all.
Problem 4: Galaxy Note 4 can’t send money through M-Pesa
Until last week i could send and receive money through m-pesa but for the last 4 days i can’t send money through the same . I can’t buy airtime through m-pesa too. At first i thought it was my SIM card that had a problem but i used the same SIM card in another handset; it worked perfectly well. I could send and receive money through m-pesa. — Roymog_2
Solution: Hi Roymog_2. If the service works fine when using your account in another phone, there may be a problem with the local app in your Note 4. Make sure that you wipe the phone’s cache partition first to refresh the system cache. Here’s how:
- Turn off the Galaxy Note 4 completely.
- Press and hold the Volume Up and the Home keys together, then press and hold the Power key.
- When the Note 4 vibrates, release both the Home and Power keys but continue holding the Volume Up key.
- When the Android System Recovery shows on the screen, release the Volume Up key.
- Using the Volume Down key, highlight the option ‘wipe cache partition’ and press the Power key to select it.
- When the wiping of the cache partition is finished, highlight ‘Reboot system now’ and hit the power key.
Once you’ve wiped the cache partition, make sure that you also install the latest Android and app updates. Some apps may not work properly with older Android versions so be sure to keep the latest available firmware version installed.
Afterwards, you can then proceed in wiping the cache and data of the problematic app. To do that, follow these steps:
- Open the Settings menu either through your notification shade (drop-down) or through the Settings app in your app drawer.
- Navigate down to “Apps”. This may be renamed to something like Applications or Application Manager in OEM skinned versions of Android 6 or 7.
- Once in there, click on an application.
- 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.
- You should now clearly see the Clear Cache and Clear Data buttons for the application. Try to wipe the app’s cache first, then check if it starts working normal again. If nothing changes, do the Clear Data option.
Problem 5: Galaxy Note 4 can’t download MMS
I recently switched from AT&T to Consumer Cellular. I kept my old phone, Samsung Galaxy Note 4. Everything works fine on the new SIM card except I cannot download MMS attachments. After spending a whole day going back and forth between Consumer Cellular and AT&T, they tell me the “Data” is locked. Consumer Cellular said I must get my unlock code from AT & T, AT & T said they can’t help me. Consumer Cellular said I have two choices, 1. Cancel the line and start over, therefore losing my phone number, all of my apps, pictures, contacts, etc. or 2. Buy a new phone from them and start over on their network.
First of all at AT&T all I can communicate with is robotic answers to my problem, I can’t talk to a human, CC while spending 2 hours on the problem came to the above conclusion. Can you help me in any way? — Kybred1946
Solution: Hi Kybred1946. There’s one important point that you failed to mention here and that is whether or not AT&T has unlocked the phone. Unlocking in this case means that your phone’s network setup will be modified in order for the device to work in another network. It does not mean a full software modification by removing AT&T software and replacing with an entirely something new. Since AT&T is using GSM technology, unlocking its device only means a minor software modification by entering a specific code. If you or AT&T never did unlock the device properly due to the following:
- unsettled balance,
- phone being blacklisted,
- failure in following the unlock procedures properly,
your Note 4 may not be able to work properly in another network. Before you talk to Consumer Cellular, be sure to settle everything with AT&T first. Only then can you ask them to unlock your device for you.
Once that’s taken care of, make sure that your mobile data service with Consumer Cellular works. MMS won’t work when there’s no mobile data service enabled.