I am using HTC smartphone AT&T. Have had it for about a year now. Have been able to download and store pictures until recently. Now, when I...

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Customer

I am using HTC smartphone AT&T. Have had it for about a year now. Have been able to download and store pictures until recently. Now, when I try to download a picture someone is sending me I get the following message, "A message notification is received. Please download it. When I click (which I never had that notification before) to download it, I get the message, "Unable to download message" How do I correct this?

I also am unable to have the HTC recognized through my computer now. It says it is not connected, when it is.

Posted
Joe Araneta
Smartphone Tech

Hi,

Thank you for contacting us through the Smartphone ExpertHelp forum. It sounds like your HTC device needs to be reset to perform properly again. Please let me know exactly which model you are using so I can provide you with the correct procedure in performing a reset. I will wait for your response.

Respectfully,

Joseph
Smartphone Expert

Posted
Customer

Freesyle.

Posted
Customer

Freestyle is the name of the HTC phone I am using.

Posted
Joe Araneta
Smartphone Tech

Hi,

Thanks for writing back and letting me know about the model of your phone. Let's do a soft reset first, which usually fixes software problems. A soft reset basically resets the memory structure in the handheld. This recovers the device from memory conflicts, corrupted system service chains (mainly due to attempting hacks), memory leaks, and system lockups due to the "Fatal Exception" program errors. A Soft reset does not delete data from the device.

Soft Reset Steps:
1. Power the device off.
2. Remove the battery and wait 10 seconds
3. Re-insert the battery and power the device on.

Please let us know if you have further questions.

Respectfully,

Joseph
Smartphone Expert

Posted
Customer

I'm sorry I do not know where the battery is located. I am able to pull apart the lower back of the phone, but I don't know how to open up the battery compartment, I suppose my SIM card is in there also.

Posted
Joe Araneta
Smartphone Tech

No worries. You can watch this video to guide you on how to remove the battery from the back of your phone.

Please let us know if you have further questions.

Respectfully,

Joseph
Smartphone Expert

Posted
Customer

Unfortunately, the soft reboot did not change anything in regards to the unable to download. Next???

Posted
Joe Araneta
Smartphone Tech

Thanks for writing back and updating us on the status of your issue after doing a soft reset.

The problem could already be caused by your internet connection to the phone. Please follow these troubleshooting steps to ensure that the phone has wireless coverage:

  1. Verify coverage; check the signal icon at the top of the screen. If less than two bars of signal, go to another location and try again.

  2. Make sure that Airplane mode isn’t turned on by going to

      - Home Screen>Options Button>Settings>Wireless controls.
  - Make sure that there is no green check next to Airplane Mode.

  3. Ensure that the Data Connection on the phone is active by going to

      - Home Screen>Options Button>Settings>Wireless controls
  - Make sure that Mobile network has a green check next to it.

  4. If the user is roaming, check the Data Roaming settings by going to

      - Home Screen>Options Button>Settings>Wireless controls>Mobile network settings
  - Make sure that Data roaming has a green check next to it.

  5. Verify the Mode selection is set to automatic.

      - Home Screen>Options Button>Settings>Wireless controls>Mobile network settings
  - Network settings should be set to “automatic”.

  6. Open Mobile Web and attempt to browse to a common/popular webpage.

Please let us know if you have further questions.

Respectfully,

Joseph
Smartphone Expert

Posted
Customer

Yes, that corrected it. Thank you, Joseph. Do you have to have the Data roaming checked to green and why?

Posted
Joe Araneta
Smartphone Tech

I'm glad that I was able to resolve the problem with you. For you to be able to receive Multimedia Messages (MMS), you need to have Data Roaming enabled.

Please show your appreciation for my efforts by clicking the green "Accept Answer" button below my first response. I only get credit for helping you only if you accept my answer.

Respectfully,

Joseph
Smartphone Expert

Posted
Customer

Thanks again, Joseph. :-)

Posted
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