My Samsung 8 phone has started sending text messages as MMS files which the receiver cannot read. How do I correct the fault?
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My Samsung 8 phone has started sending text messages as MMS files which the receiver cannot read. How do I correct the fault?
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I'm here
Alright,
Are we chatting thru the same phone?
No. I'm using my laptop
Ok, Can we check the phone thru screen sharing?
How do we do that?
Ok your phone go to play store and download the app called goto assist customer.
RUN it and let me know once you have it running.
running. need support key
Ok your support key is
418879187
OK youre in
ok good i can see the page now
Can you bring it first to the main page of your phone
ok hang on now and let me check
click settings
can you try sending a message to your own number?
make sure to type anything and make it more tha 160character
ok thats good enough .send it
go back to the list of your sms
dont understand
ok there
opn your sms
click the three dots top right corner
can you try press and hold the gray message. the one you recieved.
hold it for few seconds and let go
done
ok it looks good to me.
more than 160 char will be normally sent as mms
But phone should be able to receive it without problem unless your message has an attachment
do you have some one there who you can try sending message to?
has anything been changed?
yes
ill try now
ok make it more than 160 char
hold on
see the recepient?
yes
its an email address and not a phon number?
ah
definitely this will go as mms
you know that persons number?
OK I can fix that. Thanks
go to contacts
yes
click the ballon message icon
done
is it now sending to a phone number?
yes
thanks for your help
Dear Ian, It was a pleasure helping you with your Samsung issue today. Here is a summary of the resolution.
Issue identified :
SMS messages sending as MMS problem
Solution Implemented :
Remote Access
Found that customer possibly started a conversation using one of his recepients email instead of phone number.
Wen to contacts and selected the same contact and clicked message under phone number
Issue resolved
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Byron Narciso
Samsung Expert
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