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13 Posts

10-10-2017

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G5s Plus - gifs in messages app coming in as jpgs

2017-10-10, 1:50 AM

When someone sends me a gif or video through SMS/messages they come in as jpgs. This happens no matter what messaging app I use - google messages, textra, etc. 

My phone can play gifs every where else - tumblr, facebook, chrome, etc. They have no issue playing. It's just the ones that I get texted to me.

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2438 Posts

12-19-2016

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Re: G5s Plus - gifs in messages app coming in as jpgs

2017-10-11, 14:54 PM

wrote:

When someone sends me a gif or video through SMS/messages they come in as jpgs. This happens no matter what messaging app I use - google messages, textra, etc. 

My phone can play gifs every where else - tumblr, facebook, chrome, etc. They have no issue playing. It's just the ones that I get texted to me.


Hi rainingapples

 

Has it worked before? Are there any changed done on your phone? Have you updated your phone before this started? How about booting the phone into safe mode?

 

To boot it to safe mode, kindly press Power button > Touch and hold the Power Off option > Touch OK when Reboot to safe mode appears. The phone will reboot and Safe Mode will appear in bottom left corner.

 

Regards,
Ella
Motorola Support

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13 Posts

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Re: G5s Plus - gifs in messages app coming in as jpgs

2017-10-11, 22:54 PM

Thanks Ella - I just got the phone on 10/3 and gifs in texts haven't worked the entire time. I haven't made any changes except the whole setting up my phone and transferring apps/etc from my old phone to this one.

 

Safe mode didn't make any difference - they come in as jpegs and extremely low quality. I also went ahead and deleted the text thread, started a new one and had her send me another gif - same result.

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13 Posts

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Re: G5s Plus - gifs in messages app coming in as jpgs

2017-10-11, 22:58 PM
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2438 Posts

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Re: G5s Plus - gifs in messages app coming in as jpgs

2017-10-12, 16:10 PM

Hi rainingapples

 

Thanks for the screenshot. Cna you try to reset the APN Settings? Settings> More> Cellular network Settings> Access Point Names> Tap 3 dots> reset to default. Let me know  how it goes. 

 

- Ella

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Re: G5s Plus - gifs in messages app coming in as jpgs

2017-10-12, 17:27 PM
No difference. Still come in as low quality jpegs.
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2438 Posts

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Re: G5s Plus - gifs in messages app coming in as jpgs

2017-10-17, 13:17 PM

wrote:
No difference. Still come in as low quality jpegs.

Hi rainingapples

 

We would like to know so we can investigate your concern. May I ask, what is your Service Provider? How about the sender's Phone Model and Carrier? 
 
Were you able to send GIF/Videos? Does it happen with everyone who sends  you the video/gif? Can you turn off the wifi and see if it will be the same? 
 
Would you please update your profile with the serial/IMEI/MEID number of your phone? This will help us investigate. Make sure that your Motorola Privacy is enabled. Please check the link and update your profile here.
 
We would also like to get a bug report and send it to ou Engineers. Please follow the these steps: 
  1. Go to Settings -> About Phone -> Tap on Build number 7 times on the build number to go into the developer options mode]
  2. After the above steps, Developer options will be enabled.
  3. Go to Settings ->Developer options -> Enable USB debugging > Toggle On
  4. Enable Settings -> Developer options -> Enable Bug Report shortcut > Toggle On
  5. Enable Settings -> Developer options -> Enable Enable Bluetooth HCI snoop log > Toggle On
  6. Once the issue is reproduced, Go to Settings -> Developer options -> Click on take bug report or Press Power button and then choose Bug Report from the Power down menu.
  7. Wait for some time until the bug report is collected. It takes around 3 to 4 minutes to collect the Bug Report.
  8. Then upload the BugReport to your personal Google Drive and then share the link to the BugReport on the forums in a reply or via a private message.
  9. Provide observations of what you saw happen right before the bug report was taken. Please indicate the time that you observed the behavior in local time.

 

- Ella

 

 

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Re: G5s Plus - gifs in messages app coming in as jpgs

2017-10-24, 0:19 AM

https://drive.google.com/open?id=0B2b0kou5SyGudzFXVzJGX0VxODQ   <bug report - 8pm (but time doesn't make a difference, they come in as jpgs always.)

 

I have Verizon Wireless - my phone is a Moto G5S Plus which is not an option on the profile drop down but I did add my IMEI. 

 

I'm able to send working gifs but anyone who sends me one comes in as a super low quality jpg (the file ends in .jpg). On WIFI or data makes no difference.

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2438 Posts

12-19-2016

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Re: G5s Plus - gifs in messages app coming in as jpgs

2017-10-26, 13:27 PM

wrote:

https://drive.google.com/open?id=0B2b0kou5SyGudzFXVzJGX0VxODQ   <bug report - 8pm (but time doesn't make a difference, they come in as jpgs always.)

 

I have Verizon Wireless - my phone is a Moto G5S Plus which is not an option on the profile drop down but I did add my IMEI. 

 

I'm able to send working gifs but anyone who sends me one comes in as a super low quality jpg (the file ends in .jpg). On WIFI or data makes no difference.


Hi rainingapples

 

Can you retake another bug report and resend it back to us? We are not able to access  the bug report that you sent. Thanks!

 

- Ella

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13 Posts

10-10-2017

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Re: G5s Plus - gifs in messages app coming in as jpgs

2017-10-30, 23:46 PM

Hopefully this one works - I'm not sure why the other doesn't.

 

https://drive.google.com/open?id=0B2b0kou5SyGuY214dlhrbHctM0E 

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