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iMessage: images fail to upload

Liz
Moderator
Moderator

Re: iMessage: images fail to upload

Oh no! Good luck! Hope everyone is ok.

 

-Liz

 

If you have a tech or billing question and need help, please start a new thread in the appropriate board. Unsolicited Private Messages may not get replies.

maratsade
Distinguished Professor III

Re: iMessage: images fail to upload

Thanks, Liz. I hope so too. 

 


@Liz wrote:

Oh no! Good luck! Hope everyone is ok.

 

-Liz

 


 

maratsade
Distinguished Professor III

Re: iMessage: images fail to upload

Update, 3/13/2020: I haven't run all the tests yet, only 8:30 pm last night (EDIT: I couldn't run the test at 8 pm, sorry), sorry) and 7:30 am this morning.  Last night images went slowly but went, and I could receive them just fine, though slowly, too.

 

Between 7:30 am and 8:15 am this morning, the situation was as usual: images get stuck, they fail to send, they fail to send for the other party too (so I don't get them), and clearly show there's some kind of issue going on. 

 

I sent 4 tests this morning. The first 2 at 7:30 worked relatively well, but slowly.  I sent 2 others at, I think 7:33 or 7:35, and those two images took over 15 minutes each load and ended in failure messages. Tried resending them and they took about 20 minutes to go through.

 

Changing the setting to low quality images doesn't seem to have much of an effect, if it has any at all. 

 

Edit: BTW, I sent an iMessage containing an image at around 8:15 am, and it went through fairly smoothly.  

Liz
Moderator
Moderator

Re: iMessage: images fail to upload

Good morning maratsade,

 

Thank you this is great, I'll send this over to engineering. I'll post back once I have any news, questions, or further instructions.

 

-Liz

 

If you have a tech or billing question and need help, please start a new thread in the appropriate board. Unsolicited Private Messages may not get replies.

Liz
Moderator
Moderator

Re: iMessage: images fail to upload

Hi maratsade,

 

Just got off the phone with an engineer who was investigating your case. I have additional instructions from him:

 

Please try this in the morning when it will hopefully be less busy.

 

Send one picture to one number with LQ setting off. 

 

Note how long it takes before it sends or returns an error message.

 

Note the picture file size.

 

Then send same picture to a different number with the LQ setting on.

 

Note how long it takes before it sends or returns an error message.

 

Note the picture file size.

 

Please run this on whichever iOS you're normally using while next to the HT2000w. Currently your diagnostics are showing that all your iOS devices have poor signal quality, so let's make sure you have a good signal by getting close to the modem.

 

If you have any questions, please let me know. Looking forward to hearing back!

 

Thanks,

Liz

 

If you have a tech or billing question and need help, please start a new thread in the appropriate board. Unsolicited Private Messages may not get replies.

maratsade
Distinguished Professor III

Re: iMessage: images fail to upload

Will do!

maratsade
Distinguished Professor III

Re: iMessage: images fail to upload

Using the HN app, I checked the wifi strength, and it keeps coming back as excellent.  (and I can stream on the iOS devices with no problem whatsoever, even when iMessage is being stroppy).

 

LQ off. Image took 2 minutes to send, but it did eventually go through,so no error messages. I can't tell the size of the image; they come from Apple's image library that's included with iMessage, and I can't figure out how to find the size.

 

LQ on. Image went through in about 25 seconds.

 


@Liz wrote:

Hi maratsade,

 

Just got off the phone with an engineer who was investigating your case. I have additional instructions from him:

 

Please try this in the morning when it will hopefully be less busy.

 

Send one picture to one number with LQ setting off. 

 

Note how long it takes before it sends or returns an error message.

 

Note the picture file size.

 

Then send same picture to a different number with the LQ setting on.

 

Note how long it takes before it sends or returns an error message.

 

Note the picture file size.

 

Please run this on whichever iOS you're normally using while next to the HT2000w. Currently your diagnostics are showing that all your iOS devices have poor signal quality, so let's make sure you have a good signal by getting close to the modem.

 

If you have any questions, please let me know. Looking forward to hearing back!

 

Thanks,

Liz

 


 

 

 

Liz
Moderator
Moderator

Re: iMessage: images fail to upload

Good morning maratsade,

 

Thanks for this update. You can check a pic's filesize by tapping on it, then tapping the share icon (square with up arrow) in the top right corner. The pic's filename and size will appear at the top.

 

We just wanted to make sure that toggling the LQ setting indeed makes a significant difference in sending time, which in this latest test, it did. I would keep the LQ setting enabled so that the pics send faster.

 

-Liz

 

If you have a tech or billing question and need help, please start a new thread in the appropriate board. Unsolicited Private Messages may not get replies.

maratsade
Distinguished Professor III

Re: iMessage: images fail to upload

Aha! The size is showing as 1.9MB both times, with and without LQ.

I've kept LQ on since you told me about it. Smiley Happy

Liz
Moderator
Moderator

Re: iMessage: images fail to upload

Hm I would've expected the filesize to be different, but maybe it's different on the recipient's end. With that setting enabled, it compresses the pic down so it can upload faster.

 

-Liz

 

If you have a tech or billing question and need help, please start a new thread in the appropriate board. Unsolicited Private Messages may not get replies.