Please open your text messaging application and see if it is called “Messaging”. If so, Android has released an updated application called “Messages” (by Google LLC) free to download in the Play Store for all users. The older “Messaging” application is no longer supported. Switching to the new app has resolved our customers’ reported issues using the older application. When first opening the new app on your phone, please Allow the permissions requested so it can interact with your Phone and Contacts apps (allowing you to switch between all three rapidly depending on your needs) and set the new app as Default for both your SMS and MMS texting. The new app should import any saved texts from the older app, and any images or videos you may not have been able to view before may be available now. If not, ask the sender to re-send their multimedia text, and this time the new app should display the text without error.
If you need any further assistance with this question, please contact the Sonim Customer Experience Center at 1-833-MY-SONIM (1-833-697-6646) or email us at [email protected]. We are open 24 hours a day, Monday-Friday and we will further assist in troubleshooting.