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vynckep's profile

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1 Message

Wednesday, June 29th, 2022 2:34 PM

Audio message attached to text message will not play.

I have an Apple iPhone XR

My cell phone calls go out over the AT & T network.

I am a volunteer firefighter and get important call outs from the 911 office over my cell phone

Up until 6.8.22 I received call out text messages on my phone, would click on an attached voice message and get the details of the callout.   Sometime during the next week (I do not get calls everyday), when I received such a text- the text comes in fine but the link to the audio message is greyed out and I cannot play the audio message with the details of the call out.  I have been trying to troubleshoot this and have updated Settings as directed by my carrier and reset my phone-  but it still is not working.  

It is important that I get these messages-  how can this be resolved?


Community Support


215.6K Messages

1 year ago

We understand the importance of being able to listen to your audio messages, @vynckep.


We'd like to invite you to a DM to troubleshoot further. Please check your Direct Message inbox (it's the chat icon next to the bell icon in the upper right corner of the Forums).


In the meantime, please ensure this feature is turned on by following these steps: 

Settings > Messages > turn ON 'Raise to Listen'. 


We'll chat soon!


Sydne, AT&T Community Specialist




165 Messages

11 months ago

This is a wild guess @vynckep but it could be an issue with the audio file itself and your iPhone is unable to play it. I'd reach out to the IT group in charge of the message to see if anything changed around the period you started seeing the trouble. 

Also, check to see if other iPhone users in the department are having the same issue. If they have, it points to a bigger issue. 

Next, check to see how much storage you have. It may not be playing because there is not enough space. This is an educated guess as well. 

Also, try forwarding the message to another phone. If it does not play there, the file may be corrupted or as mentioned above, does not have the ability to place the message because of codec issue. This is an item we cannot troubleshoot. 


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