Hi there! I understand that when you receive videos in Gabb Messenger, you only get an audio recording and a still photo instead of the full video playing. That’s definitely not what you want to see. Let's work through this together to get your videos playing properly.

First, can you tell me a bit more? For example:
- Are you using the Gabb Phone 4 or 4 Pro, or a different device?
- Is the app fully updated to the latest version?
- Have you tried restarting the app or your device already?
- Does this happen with all videos or just certain senders?

Here’s a step-by-step to start with based on common causes:

1. Check for App Updates: Make sure your Gabb Messenger app is updated to the latest version. An outdated app may have trouble playing videos properly.

2. Restart the App and Device: Close the Gabb Messenger app completely (force close if needed), then restart your Windows device and reopen the app. This can often fix temporary glitches.

3. Verify MMS Settings: Since videos are often sent via MMS (Multimedia Messaging Service), ensure MMS messaging is enabled on your plan and the app. Without it, videos might only come through as audio+photo parts.

4. Clear App Cache or Data: If possible on your device, clear the app cache in the settings or reinstall Gabb Messenger to clear any corrupted files.

5. Check Network Connection: A weak or unstable internet connection can cause media to fail loading correctly. Try switching between Wi-Fi and cellular data to see if it helps.

6. Reset App Settings: If issues persist, some users have had success performing a full settings reset within the Gabb Messenger app and then restarting both the app and device.

If after these steps your videos still don’t play fully, it could be a known issue with some Gabb Phone 4 Pro units where videos show as a still image with audio but don’t play properly. That might mean the problem is device or app-related and could require an update patch from Gabb’s developers or further support from their team.

Let me know how these steps go, and if needed, I can guide you through some more advanced troubleshooting or help you contact official support.

Are you currently able to try some of these suggestions?

i am using the pro

Thanks for letting me know you're using the Gabb Phone 4 Pro. That helps narrow things down. From what you're describing—getting audio and a still image instead of full video playback—this is a known issue that some Gabb Phone 4 Pro users have encountered with the Gabb Messenger app.

Here are some more specific troubleshooting steps for the Pro to try next:

1. Update Firmware and Software:
- Open the "Knox E Fota" app on your phone and check for any system or firmware updates.
- Also, check for an update to Gabb Messenger in the Google Play Store and install if there’s one available. Updates often include fixes for video playback and messaging bugs.

2. Reset All Settings:
- On your Gabb Phone 4 Pro, go to Settings > General Management > Reset > Reset all settings.
- This won't delete your data but will reset system settings to defaults and can resolve app conflicts.

3. Clear Messenger App Cache and Data:
- Go to Settings > Apps > Gabb Messenger > Storage and clear cache.
- If videos still won’t play, clear app data as well, but be aware this will erase saved messages/settings in the app, so back up important info if possible.

4. Network and MMS Check:
- Make sure your mobile data is turned on and working, as MMS (video messaging) requires data service.
- Try toggling Airplane mode on and off, then retry receiving a video message.

5. Reinstall the App:
- Uninstall Gabb Messenger and reinstall it from the Play Store to replace any corrupted files.

If after all that the issue continues, it could be a deeper software bug with the current version of Gabb Messenger on the Pro model. The Gabb support team is actively working on improvements and patches. You might want to reach out to them at [email protected] with details of your issue and your phone's firmware version.

You can also review this helpful guide on troubleshooting the Pro's messaging apps here:
Gabb Phone Pro Troubleshooting [1]

Give these steps a try and let me know what happens. I’m here to help! Are you comfortable performing the update and reset steps now?