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Video working but IM won't send or receive on Galaxy Tab A

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My elderly mother's old Samsung tablet died, so we bought her a new Galaxy Tab A. She doesn't use it for anything else but Skyping her kids who all live interstate and overseas.  I'm setting up the new tablet for her and find that although Skype video calls work fine, it will not send or receive IMs. From the tablet's end, it just says 'sending' forever more without actually sending.  When I send a message to the tablet, it says 'sent' from my end, but the message never ends up on the tablet.  Any ideas for a quick fix please?

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