Page 1 of 8
Here is a history of helpful troubleshooting tips.
6/20/07 Viewing IMEI
You may view the IMIE on a GSM handset by pressing *#06#.
6/8/06 Samsung ZX10, ZX20, D307, D347, D407, X497, and X507 Chargers
Recent investigation has found customers using a 2G charger with a 3G device. While the two
chargers are similar in appearance (same slotted head) the prongs on the underside are
different. The Samsung 3G phones (ZX10 and ZX20) use a different charger (both the wall
charger and Vehicle Power Adapter) than the Samsung 2G phones (Samsung D307, D347,
D407, X497 and X507). While the 3G chargers can be forced into 2G devices, and vice
versa, they will not charge when the wrong charger is used. The packaging for these
accessory items is correctly marked for compatibility.
6/1/06 Cingular HTC 2125, 8100, and 8125 Battery Charging Issue
When battery voltage is too low (less than 3.2 volts) which is identifiable when the device won’t
turn on, the customer must use a Cingular HTC AC adapter to charge and not a USB connector.
If a non Cingular HTC AC adapter is used to charge the device, it may not charge or may damage
5/17/06 Treo 600 & 650 Basic Troubleshooting Checklist
1) Check Features/SOCs –
* AS400 must have a PDA feature
* AS400 must not have a Media Package (individual Text/WIX/MMS packages are
* Call Activations to verify the PDA codes are in the switch – and Media Packages
(Note: Treos activated between 10/22/04-12/31/04 were allowed to use MediaNet codes.
This is the only exception to the requirement for PDA features/rates on Treo handsets. If
these codes are removed, they can not be added back to the switch – PDA codes will be
2) Check Software Version –
Press Phone Key
Press Menu Key
Select “Options” at top of screen
Select “Phone Info” from drop-down list
Software Version # will be displayed
Model Type Current Software Version
Treo 600 Handset 1.16 CNG
Treo 600 Desktop* Palm Desktop 4.1
Treo 650 Handset 1.17-CNG
Treo 650 Desktop* Palm Desktop 4.1.4
Treo 650 Desktop* Hotsync Manager 6.0.1
Treo 650 Desktop* Versamail 3.0 Conduit
* Listings are for Windows XP. For other systems visit www.palm.com
3) If the handset does not have the updated software:
Treo 650 - Update the Handset
The customer needs to sync the Treo and update the software version on the handheld.
This must be completed on the PC normally used for syncing with the Treo – it can not be
done from another computer. The Palm website has free downloads available for
customers, along with handy tips for troubleshooting. Visit www.palm.com/us/support for
Treo 600 – Update the Handset and the PC
Page 2 of 8
These customers must perform an update to the handset and an update to the Palm
Desktop & HotSync Manager software on the PC. Palm Desktop Version 4.1 is the most
up-to-date version available. Downloadable updates are available at the Palm website.
The customer must complete this on the PC normally used for syncing with the Treo – it
can not be done from another computer.
Treo 600 – Audio Problems Continue after the Handset Update
If a Treo 600 customer is experiencing audio problems while using voice mail, IVR
systems or Recorded Phone Menus, a second handset update to version 1.16-CNG
should be completed to correct this problem. If the customer is not experiencing this kind
of audio trouble they do not need to perform the update to 1.16-CNG.
4) If the handset/PC does have the updated software:
Check the items below for more information or visit the Knowledge Library section of
Palm’s web site (www.palm.com/us/support - select Knowledge Library from the left side
of the page).
HotSync issues are rarely caused by hardware problems. Because the process involves
many pieces of software working together, HotSync problems usually come from
incorrect settings, third-party software conflicts or file corruption. Visit www.palm.com/us/
support for the complete HotSync troubleshooting guide (Knowledge Library Solution ID
Hardware issues can often be corrected by making adjustments to the settings.
These include: Knowledge Library Solution ID
Won’t turn on 1398
Battery life is short 30425
Battery won’t charge 30029
Touchscreen out of alignment 24443
SD or MMC expansion cards 26565
Built-in camera 31126
Some software issues can make the device appear to be broken when it really isn’t.
These include: Knowledge Library Solution ID
Frozen or Looping 26419
Fatal Error messages 28963
Other Error messages* 28998
Third-party software problems 27908
* To view an Error message # on the handset, press the Phone key and use the dialing
pad to enter #*ERR (#*377). The Error message # will appear and the customer can use
the Palm Knowledge Library to learn more about the problem and how to correct it.
Treo’s utilize several types of wireless systems. Help is available for the topics below.
For detailed information, visit the “Knowledge Library” at the Palm web site and follow the
links or search by topic. For signal/service issues on our network, follow normal cellular
Search for Topic Knowledge Library Results
Bluetooth 95 topics found
Smartphone 97 topics found
Infrared 93 topics found
5) Resetting the device
Resetting the device is a general purpose solution to multiple problems. The customer
should begin with a soft reset and check to see if the problem continues. If so, they
should progress through the System Reset and eventually the Hard Reset. Encourage
Page 3 of 8
the customer to perform a HotSync before every Reset and to read all the instructions
before beginning any type of Reset. There are several types of Resets, all described in
Palm’s Knowledge Library in Solution ID #887. These are also described in the Treo
Soft Reset – Similar to restarting a desktop a computer; rarely affects data stored on the
handset unless the battery is extremely low
System (Warm) Reset – Similar to ending a non-responsive program on a desktop
computer using Ctrl-Alt-Del and the Task Manager option
Hard Reset – This will erase all the data on the handset and restore it to factory settings.
Customers should not perform a Hard Reset unless they’ve made a back up of all their
information – or unless they’re willing to risk losing all their information.
Recovering data after a hard reset –see Palm’s web site for Knowledge Library
Solution ID #16478.
6) Replacing the device
Once steps 1-5 above have been completed and all troubleshooting options have been
exhausted, the Store Manager or CCare Supervisor may consider replacing the handset.
Please note the customer’s account with the date/time of their Software Update and/or
any Hard Resets performed. Devices returned to the warehouse without the current
handset software, without performing a Hard Reset or without the date/time of the
updates/resets will not receive full credit for the transaction.
5/18/06 BlackBerry Handheld Software 4.1
Cingular has provided technical acceptance of RIM’s handheld software version 4.1.0 bundle 314
maintenance release for use with Blackberry 7100g, and BlackBerry 7290 handhelds. Customers
may wish to upgrade their handhelds to this latest handheld code.
With the release of 4.1.0 bundle 314, the following features/changes are:
• Enhanced attachment viewing
• Improved Cingular network selection in border situations
• Updated browsing support for discarding cookies
For customers wanting to maintain the most current software release, please direct them to the
Cingular Wireless download site http://www.cingular.com/bbdownloads. This software is now
available. To check the current version of software on the device, click Settings / Options /
Advanced Options / Applications.
4/24/06 Pairing with a Treo 650 Smartphone
If your customer is having trouble pairing their Treo Bluetooth headset to Treo 650 mobile phone,
try these troubleshooting steps:
1. Make sure the headset is turned off:
a. Press and hold the multifunction button for 3 to 5 seconds.
b. Keep holding until you see a burst of four flashes on the blue indicator light.
c. After the four flashes, the indicator light will stop flashing and will remain unlit.
This indicates the headset is now turned off.
2. On your Treo 650, press Applications Launcher .
3. Launch the Bluetooth application.
4. At the top of the screen, make sure Bluetooth is on.
5. Select Setup Devices.
6. On the next screen, select Hands-Free Setup.
7. You'll see the Handsfree Setup screen with introductory text ("This guide will help you
pair your Treo..."). With your smartphone on this screen, press and hold the multifunction
button for 8 seconds until you see a solid blue light.
8. On your smartphone, select Next.
9. When you smartphone discovers the headset, it first display "Unnamed Audio Device"
and then it will display "Treo Headset" with a headphone icon next to it. Wait until it
displays "Treo Headset," then select this item, and then select OK. Note:Do not pair to
Page 4 of 8
"Unnamed Audio Device" or it will not operate correctly. Wait for "Treo Headset" to
10. A status message appears telling you that your phone is connecting with your headset.
11. When your phone asks for a passkey, enter 0000 (four zeroes) from your keypad, and
then select OK.
12. On the confirmation screen, select Done.
13. If pairing is successful, the blue indicator light flashes 10 times rapidly before going back
to flashing every 3 seconds. If pairing is unsuccessful, the light remains solid, and you'll
need to reattempt pairing.
12/20/05 Issue with 3G SIMs on our Network -All Markets
This is currently only effecting Sierra Aircards at this time. When a phone with a 3G UICC SIM
card moves from a specific network location to another, there is a 60-70% chance that
authentication will fail and the phone will display "unregistered SIM", "Inactive SmartChip", no
network access, or loss of alpha tag. The problem only occurs when NOT on a call. A power
cycle of the phone usually temporarily fixes the problem. THIS IS A NETWORK ISSUE AND IT
IS BEING ADDRESSED. PLEASE DO NOT REPLACE THE 3G UICC CARD OR EQUIPMENT.
12/15/05 Firefly Product Note: Charging Dead Battery
An issued was recently identified relating to the Battery Power being low on initial setup of Firefly
device. The unit is meant to be shipped from the Distribution Centers with a battery level of 40%.
The firefly battery is not removable and if the battery power drops too low the unit will not power
on. If there is no charge on the battery at time of sale, sellers will need to plug in the charger and
wait a few minutes for the battery level to come up for operation. If the battery is in deep
sleep, plugging in the charger may appear to have no impact. Do not be alarmed! The battery
will enter a trickle charge state for 2-3 minutes after which time the phone will display "Charging"
and charge normally.
3/9/05 Motorola Clamshells - Reception
End users using the current Motorola handsets which include the following: V180, V220, V3,
V400, V551, or V600 may experience increased dropped calls under the conditions described
below. Please note that the chance of this happening is very rare. ALL of the stated conditions
below must transpire for this incident to occur. If the end user normally powers their handset
on/off every 3 days, they will not encounter this problem.
An end user may experience slightly increased dropped calls if the following happen at the same
• Phone has not been power cycled in more than 3.03 days
• An internal timer (Receiving Timing Adjustment) rolls over (resets) while on a call
• A receiver timing adjustment is being made at this same instant (an internal function of
End users may encounter the following symptoms if and when the above 3 items are
o Dropped calls in 8 to 16 minute intervals
Inform customers to power cycle the phone within three day intervals. New software will be
available near the following dates for each model:
• V400/V600 – Tentative approval late January/early February
• V180/V220 – Tentative approval late January/early February
• V551 – Tentative approval mid-February
• V3 – Tentative approval mid-late April
Cingular markets will be informed of the returns process once the software is available. In the
interim, in the very rare chance that this has occurred, have the end user power cycle the phone
and operate it as usual.
Page 5 of 8
2/1/05 Power Cycling Handsets
Like computers, wireless handsets function better if they are shut down on a regular basis.
“Rebooting” the handset will prompt more regular updates to the phone’s IRDB and can prevent
coverage problems in some areas. Encourage your customers to turn their handsets off at least
once a week.
1/31/05 MobiTV - Things to be aware of
Unlike the Nokia 6620, which leverages the built-in Real Player functionality to display the
streaming content, the Motorola devices utilize Motion JPEG. The resulting video display is
usually clearer, but the video refresh rate is slower and the image is more like a slide show when
compared side by side with the 6620.
Since these devices are GPRS (not EDGE) capable, users may experience a little more
choppiness in the audio and slower video refresh during periods of high network traffic.
The MobiTV client for the Motorola v3 Razr does not have volume control capability. However,
customers utilizing an ear bud with volume control capabilities or a Bluetooth headset can control
the volume through that device.
Early production models of the Motorola v180 and v220 have a software version that will not be
supported by MobiTV on Monday (approx 75,000 devices nationwide). Customers with these
devices who attempt to download MobiTV will be presented with the following message: "The
version of your handset does not support MobiTV at this time. Cingular is working quickly to
resolve this issue.
1/25/05 Blackberry Customers Unable to Receive Emails
If a Blackberry customer can’t receive emails and you’ve confirmed the Blackberry and WIX
SOCs, please check the GPRS connection on the handset. If the handset shows “gprs” instead
of “GPRS” this means there is a problem with the Blackberry server, not with the network. The
lower-case ‘gprs’ indicates that the RF and authentication networks are working properly, but that
the server is not. To solve the problem:
• Customers using Blackberry Enterprise servers should first re-boot their server and then
re-boot the handset (click the radio icon or power off/on) to reset the system.
• Customers using the Web Client server should re-boot the handset. If rebooting the
handset doesn’t correct the problem, please file a trouble ticket with our Tech Support
team or with Cingular’s Tier II technical support group to report problems with the Web
4/13/04 Motorola Water Damage Indicator
Motorola has a water damage detection system built-in to at least some of their GSM phones. If
you look inside the back cover under the battery there will normally be a white dot. In the t720 the
dot at the top on the right hand side of the manufacturer's label. In the v400, the dot is just above
where the SIM card is in the phone. When the phone has been subjected to water or moisture
that is enough to cause damage to the phone, this WHITE dot turns red.
4/5/04 Motorola v400 Battery Life Meter
Under certain network conditions, heavy MMS message usage will cause the battery meter to
prematurely trip to a lower charge status than what is actually available in the battery. Entering *
# 9 9 9 9 # will give you the Flex version on the handset. The upgraded software version will be
0B.09.2ER or later. Consumers with this older software version may be sent in for service.
Please note that an interim solution is power cycling the handset. This should reflect the correct
battery level available.
4/2/04 T720 Product Note
There have been someT720 seed stock shipped that is locked onto PCS. This may cause them
to appear to not pick up a signal. The phone just needs to be reset. Instructions are as follows:
Page 6 of 8
• Insert SIM
• Power ON
• Press Menu Key
• Go to Settings
• Go to Initial Setup
• Go to Master Reset
You will be prompted to "Enter Security Code". Enter "000000" (that is 6 zeros). Select "OK"
"Reset all Settings?" Select "Yes"
3/15/04 Motorola v400 Bejeweled Java Game
One issue that has been found with the launch of the Motorola V400 is the game Bejeweled
becomes corrupt and can no longer be accessed. While a corrected version of the game is being
developed, consumers can follow the process below for a free download of the game.
1) First, you will need to delete the current version from your phone, prior to downloading the new
version. To do this, please execute the following steps:
• Power on your phone
• Hit the menu button (the top, center button)
• Select "Games & Apps”
• Highlight "Bejeweled"
• Hit the menu key again
• Select "Delete" and delete.
2) Next, go back to the main menu screen and open the Wireless Web Browser by selecting
3) Scroll right to "Go to URL" and select it.
4) Enter "jamdat.com" using the alphanumeric keypad and press "Select."
5) "Bejeweled (free!)" should be highlighted in the next screen to appear. Press "Select”.
6) “Download Now" should be highlighted in the next screen. Press "Select" again.
7) "Bejeweled" should be highlighted in the next screen.
8) Press "Select" again. You will get the "Details" menu.
9) Press "Downld" to download Bejeweled.
10) Enjoy your game.
10/27/03 Over-the-air Activation vs. Card Station
Over-the-air activation of GSM phones has high failure rate (as high as 60%?). If the over-the-air
activation does not complete, power cycling the phone should trigger the over-the-air activation.
There have been very few problems activating GSM phones using Card Station.
10/24/03 Changing Mobile Numbers with phones that have SIM Cards
This can be done without changing the SIM.
• Request number change and have change activated in Telegence.
• Go to SIM Card Station and insert card. Click on cancel when the Activation box appears.
• Click on the Off-Line Icon..................on the left menu.
• Type in the new MDN number (DO NOT CHANGE THE MIN!!!) - Only change you make
is to the MDN!!!!
• Click on the Update button and you will see the card updated.
• Re-insert SIM into the phone and you are in business with the NEW Number..............as
long as Telegence has completed the provisioning process above.
• We DO NOT need to change the SIM card itself ONLY one piece of information on it.
10/21/03 Saving Phone Directories to SIM Cards
The SIM can only store basic data, names and numbers. If you have a phone that attaches
picture ID’s, special ringers voice tags, etc… to a stored phone number, these will not transfer to
the SIM. So when a customer changes from on phone to another, they cannot transfer these
extra features via the SIM. They will need to reenter them on the new phone.
Page 7 of 8
9/22/03 Saving Numbers to GAIT and GSM Handsets
GAIT and GSM phones can be set to save numbers to the phone, to the SIM or to both. Be sure
to tell the customer to select the desired setting. You can also copy individual numbers or the
entire directory from the phone to the SIM or from the SIM to the phone. If you save numbers to
the phone only, you may want to occasionally copy the directory to the SIM. If they are in the
phone only, and the phone becomes damaged and the numbers are not in the card, they will be
lost. Some customers (and salespeople) are under the impression that it stores them to the card
automatically; they are not.
9/11/03 Removing the Battery Solves Some Problems
Removing the battery from a handset works for a variety of ‘odd’ problems. If we can begin to
think of our handsets as computers - rather than phones - we may find that our tricks for
‘rebooting’ can solve a number of issues. It won’t work in every case, but for some situations, it
will take care of the problem. Another way to accomplish this is to put the phone into ‘Field Test’
mode, then bring it back to ‘Normal’.
2/12/03 SIM Card Locking Procedures
If a customer has locked their phone against unauthorized use by setting up a Personal
Identification Number (PIN) code on the phone, the PIN number must be keyed into the phone
each time before the phone is used.
• The PIN default code for PIN1 is 1111 the default code for PIN2 is 2222
• A PIN code changed from the default code (PIN1 = 1111 or PIN 2 = 2222) by the
customer is not retained by Cingular.
• Entering an incorrect PIN number several times will lock the phone and the error
response "enter PUK code" will be displayed.
• The customer must obtain the PIN Unlock Code (PUK) by calling customer service.
There are two PIN codes (PIN1 and PIN2) and two PUK codes (PUK1 and PUK2) associated
with a phone. If PIN1 is blocked, then PUK1 is needed to unblock. If PIN2 is blocked, then PUK2
is needed to unblock. In most instances, the customer has blocked PIN1 and not PIN2. Use the
following guidelines to determine which PIN is blocked:
• When power cycled, if the phone immediately reports that the SIM is blocked and/or
requests the customer enter a PUK code, then PIN1 is blocked and then customer needs
to enter the PUK1 to unblock.
• When power cycled, if the phone boots normally but reports that the SIM is blocked
and/or requests the customer enter a PUK code when the user chooses a specific menu
item, PIN2 is blocked and the customer needs to enter the PUK2 to unblock.
To reset the customer's PIN code:
1. Retrieve the PIN Unlocking Key (PUK) codes from the billing system to unlock the phone.
1. Access the customer's account in the Telegence billing system.
2. From the Profile page, click Page Options on the menu bar, and then click on
the SIM box to obtain the PUK code.
2. Provide the customer with the appropriate PUK code and advise them to enter the code
into the phone.
3. The customer will be prompted to enter a new PIN code.
If you are an agent and a customer has contacted you regarding this problem and you cannot
access the customer's account, please contact AGENT QUEUE and they will be able to assist
you. As with all customer account information, verify that you are talking to the account
holder prior to releasing any information on the account.
• After 10 attempts to use the phone without entering the proper PUK, the Subscriber
Identity Module (SIM) card is rendered permanently useless.
• This information only applies to GSM and GAIT phones. This feature is not available on