/pixelphone/community?hl=en
/pixelphone/community?hl=en
11/18/16
Original Poster
Pat OBrien

Screenshot from iPhone texted to Pixel don't render correctly

Hey, I'm at a bit of a loss and looking for help. 

When I get a screenshot from an iPhone 7 Plus texted to me as a text attachment (aka MMS), it comes across all distorted. Let me break this down a little bit:

* Screenshots of the iPhone home screen texted to me are fine
* Screenshots from within any app (native or not) on the iPhone come across distorted (native phone, messages, email, as well as 3rd party apps like ESPN, etc)

Why is this a problem? I have friends who frequently send me screenshots of their phone for various reasons. Since switching to the Pixel, I can't see what they're sending me. 

Photo attached is an example of what I see from an iPhone 7 Plus messages app. 

iPhone 6, 6s, 7 normal size are fine. Problem seems to be related to the iPhone plus. 

I reached out to Google Pixel support and they were no help. They didn't know what I meant by a screenshot texted to me - they also went on to tell me Google Drive was not supported in text (what does that have to do with my problem) and they even told me PNG files aren't supported in Google Photos (again; what?) So they were no help.

Is anyone else seeing this (or can test it out)? 

The problem exists in Safe Mode (which rules out 3rd party apps interfering). It seems like a bug to me. Maybe there is a resolution rendering problem. This fails on more than one test from more than one phone. 


Community content may not be verified or up-to-date. Learn more.
All Replies (193)
Matt - Community Specialist
11/15/16
Matt - Community Specialist
Hi Pat,

Welcome to the Pixel User Community.

I understand that you are facing issues with accessing the screenshots sent to your Pixel device from Iphone 7 Plus. Could you please check if the settings on the Iphone 7 Plus device are similar with those on the other Iphone devices(6, 6s, 7)?

Also, please let me know the application you are using on the Pixel device to open the screenshot.

Keep me posted.

Best,
Matt

11/15/16
Original Poster
Pat OBrien
Yeah they're the same settings. Pretty much, press home+power and they make a screenshot. Nothing difficult here. Then they text message them to me. I then open my Messages app to view the photo. 

We're not talking anything crazy - just a picture in text messages which fails in both normal operation and safe mode. 

At the risk of someone removing it again; here is what the bad screenshot looks like on my Pixel phone. 



Jesse Ericksen
11/18/16
Jesse Ericksen
I can confirm the same thing happens to me. I am a pixel xl user and have received these distorted screenshots sent from both iPhone7 and 7plus.
Matt - Community Specialist
11/18/16
Matt - Community Specialist
HI Pat and Jesse,

Thanks for posting back.

As the issue is confined to Iphone 7 Plus device, I'd suggest you to reach out to Apple Support once in this regard.

Hope this helps.

Regards,
Matt
11/18/16
Original Poster
Pat OBrien
I disagree. iPhone to iPhone screenshots are fine. 

iPhone to Pixel are not fine. How is that "confined" to iPhone? 

Sounds like a a problem with the way Pixel is parsing the MMS. 
NDfan131
11/19/16
NDfan131



Same problem here. My wife has the iPhone 7 Plus. Whenever she sends me a screenshot on my Pixel XL it comes in the same way Pat is getting his. I had a friend with the iPhone 7 text me a screenshot and had the same problem. Screenshots from other Android phones and iPhone's generation 6 or older render normally. Sample attached.


Nathaniel Rosario
11/20/16
Nathaniel Rosario
Pixel XL having the same problem here. Has happened with screenshots from multiple senders.
Jackie Rienzi
11/21/16
Jackie Rienzi
Just want to add that I recently got a Pixel and now receive distorted screenshots from the iPhone. This never occurred with my Samsung Galaxy S5. Google should look into this.
James D Sutherland
11/21/16
James D Sutherland
There was a thread about this on Reddit - https://www.reddit.com/r/GooglePixel/comments/5cshth/garbled_screenshots_from_iphone_7_users_via_mms/ - which suggested that using a different SMS app (such as Textra or Hangouts) solved the problem, which suggests it's a problem with the Google Messenger app.
Nathaniel Rosario
11/21/16
Nathaniel Rosario
Just tested in hangouts and am having the same problem.
182 MORE
Evgeniy Sokolov
4/4/17
Evgeniy Sokolov
Hi there troublers!))
I don't have an iPhone and never had, maybe next one..., But I have a Pixel XL and I love it!
I did have a problem to find my messages with screenshots on my phone at first, and they were sent to my friend on iPhone 7 Plus, where she was be able to see that pic, but only once and then it'll disappear for some reason (No clue) - Again, not a iPhone user, but later, there they were)) all safe and vivid with information where they were sent on GOOGLE+ Account. But again don't know about the iPhone, probably the same place!? LMK.
Were these replies helpful?
How can we improve them?
 
This question is locked and replying has been disabled. Still have questions? Ask the Help Community.

Badges

Some community members might have badges that indicate their identity or level of participation in a community.

 
Expert - Google Employee — Googler guides and community managers
 
Expert - Community Specialist — Google partners who share their expertise
 
Expert - Gold — Trusted members who are knowledgeable and active contributors
 
Expert - Platinum — Seasoned members who contribute beyond providing help through mentoring, creating content, and more
 
Expert - Alumni — Past members who are no longer active, but were previously recognized for their helpfulness
 
Expert - Silver — New members who are developing their product knowledge
Community content may not be verified or up-to-date. Learn more.

Levels

Member levels indicate a user's level of participation in a forum. The greater the participation, the higher the level. Everyone starts at level 1 and can rise to level 10. These activities can increase your level in a forum:

  • Post an answer.
  • Having your answer selected as the best answer.
  • Having your post rated as helpful.
  • Vote up a post.
  • Correctly mark a topic or post as abuse.

Having a post marked and removed as abuse will slow a user's advance in levels.

View profile in forum?

To view this member's profile, you need to leave the current Help page.

Report abuse in forum?

This comment originated in the Google Product Forum. To report abuse, you need to leave the current Help page.

Reply in forum?

This comment originated in the Google Product Forum. To reply, you need to leave the current Help page.