Troubleshoot your device issues
Laurie2cats's profile

Contributor

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2 Messages

Sun, Mar 18, 2018 10:34 PM

Galaxy S7 message photos will not load

Galaxy S7, yeah I know it is an old model, but this phone is new.  If a photo is attached to a text message coming in, the photo does not automatically open.  If I click on the box, the circle spins for awhile, but no photo ever shows up.  If I power down completely and restart, the photo will appear.  That doesn't really seem like a viable solution, I should not have to turn off my phone to be able to see a photo.

 

Mobile data is turned on.  Auto download is enabled. Messaging app is the one that was pre-loaded on the phone, simply called "Messages", icon is a yellow box with two message bubbles in it.  Internet searches indicate this is a chronic issue.  Is there a real solution?

ATTHelp

Community Support

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192K Messages

4 y ago

Hello @Laurie2cats,


Your new phone having all of its features working as they should be one of our top priorities. I would be more than happy to offer some steps which may fix your messaging issue.


Since your phone is new, we may not have updated the IMEI in our systems.  You can update the IMEI for your line at this site.


If that is not the issue, I would highly suggest using our Troubleshoot & Resolve Tool. It takes the information from our network, your account, and your device to find the most accurate resolution.


If the issue persists after attempting both of those suggestions, please feel free reach out again and I will reach out to you directly.


I hope this helps! Have a wonderful day.


Isaac, AT&T Community Specialist

Contributor

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2 Messages

4 y ago

Isaac,

Thanks for the suggestions, but these are not helpful. 

 

I activated the new SIM card when I set up the new phone, so I don't think the IMEI stuff applies.

 

I tried the Troubleshoot and Resolve Tool before posting the original question.  Troubleshooting for "Service/Network>Messaging" doesn't really have the right situation to choose, but I did follow it through to the point where I had to restart the device. The photos do load after a restart, so the troubleshooting tool calls it solved.  I don't think having to restart my phone to get message photos to load is a satisfactory solution.

ATTHelp

Community Support

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192K Messages

4 y ago

Hello again @Laurie2cats,


Thank you for giving our Troubleshoot & Resolve Tool a shot for me.


Being as this did not work for you, it leads me to believe there may be a provisioning issue on our end from preventing these images from downloading. Please keep an eye on your Forum’s Inbox. I will be sending a private message, so we can get in contact and get this issue resolved.


Thank you for your time.


Isaac, AT&T Community Specialist

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