Help error code 97: phone is fubar'd

[bassballboy]

Yes. It seemed by moving the ESN to another phone my texts came to that phone(the error 97 is text not being able to be received). They went back to my phone and they couldn't get it to work by turning on data(wouldnt turn on) and a normal factory reset. Once I went back to the ##786# and did a reset, my phone rebooted and went through activation again and all has been well. Mine seemed to happen during a PRL and Profile update. It errored out during the profile update and I believe got corrupted.

Great, I'll have my wife take the phone in and see if they'll swap around the ESN if I can't get the phone fixed by Mr. Ed's next step... hopefully I can get it up and running either way!

And it's odd that the error code is 97 - we're getting texts just fine, it's the data that will not work.

 

[omiller315]

Odd about the texts. I def wasn't getting them and was told it was a text error. Here is my Sprint thread on this site, but basically says the same thing as aobve as to what they did.

http://androidforums.com/sprint/567271-data-call-failure-code-97-a.html

 

[Mr. Ed]

Great, I'll have my wife take the phone in and see if they'll swap around the ESN if I can't get the phone fixed by Mr. Ed's next step... hopefully I can get it up and running either way!

And it's odd that the error code is 97 - we're getting texts just fine, it's the data that will not work.

If you want to try esn swap you can do that from home ...online at sprint.com

I worry that you still will not be able to get into the reset menu though


I also get your reference above with the vac....less and less companies operate this way now, return periods and warranties are getting shorter
etc....what is to blame-fraud

 

[bpin287]

I am experiencing similar issues on my EVO LTE but it seems all of my voice/text/data is intact...the only issue is that I get the vDM error when doing a PRL/Profile update and I cannot get the ##786# or any of the other ## # codes to work. I've done a master reset twice and the PRL will update and ## # codes will work for a few hours, then that functionality goes away. All of my username, MEID, Phone Number details are correct in the "About" section, any ideas why I cannot run the ## # codes or perform a profile/prl without getting the vDM error?

Is this a network issue? I'm in the DFW area and there are active LTE towers near me but I have not been able to connect to any of them...

 

[bpin287]

I forgot to mention, I'm not rooted and am running the latest PRL version 25005.

 

[Mr. Ed]

I forgot to mention, I'm not rooted and am running the latest PRL version 25005.

Of there is a data issue it can take a while before dialer codes respond

How close are you to McKinney?

 

[EarlyMon]

Try ##3282#, View, Data Profile, and look at the first setting, Active Profile - it should be set to 1.

 

[bpin287]

Of there is a data issue it can take a while before dialer codes respond

How close are you to McKinney?

I live near downtown Dallas. There is a tower about 500 yards from my apartment. When I type in the dialer code (the times it doesn't properly execute) it seems to act like it's doing something and the recent call view in the background goes black....then come back after a few seconds. Right after I hit the last #, the keypad does not respond (can't input) for a few seconds while it's trying to work, but ultimately fails out and goes back to the dialer screen.

Try ##3282#, View, Data Profile, and look at the first setting, Active Profile - it should be set to 1.

I can't get this dialer code to work anymore, unless I do another master reset...which I can't commit yet to doing again. I do remember this setting being correct though the last time I was able to get to that particular menu.

After I try to perform a proflie/PRL update a few times and get the vDM error, I can no longer get the profile/PRL update to execute. I touch either of the options and nothing happens. I can get it going again by doing a soft reset, but neither will complete and I get yet another vDM error. Any ideas what is happening?

Thanks for the help all!

 

[Mr. Ed]

I live near downtown Dallas. There is a tower about 500 yards from my apartment. When I type in the dialer code (the times it doesn't properly execute) it seems to act like it's doing something and the recent call view in the background goes black....then come back after a few seconds. Right after I hit the last #, the keypad does not respond (can't input) for a few seconds while it's trying to work, but ultimately fails out and goes back to the dialer screen.



I can't get this dialer code to work anymore, unless I do another master reset...which I can't commit yet to doing again. I do remember this setting being correct though the last time I was able to get to that particular menu.

After I try to perform a proflie/PRL update a few times and get the vDM error, I can no longer get the profile/PRL update to execute. I touch either of the options and nothing happens. I can get it going again by doing a soft reset, but neither will complete and I get yet another vDM error. Any ideas what is happening?

Thanks for the help all!

Does *#*#72786#*#* work?

If I remembered the numbers right that clears provisioning without losing your data

 

[arameth]

Same Issue here. Sprint store wanted to replace with a refurbed unit. I'm not a fan of refurs because they may have unknown problems. Still hoping someone has the steps for a fix. The store was baffled, and reflashed the rom, but no dice.

 

[Mr. Ed]

Same Issue here. Sprint store wanted to replace with a refurbed unit. I'm not a fan of refurs because they may have unknown problems. Still hoping someone has the steps for a fix. The store was baffled, and reflashed the rom, but no dice.

The only way to verify a phone is a refurb is to activate it and check via dialer codes

Just because it was in a replacement box does not mean it is refurb.

Keep in mind also that with tep...if you get a replacement that is bunk twice you can ask for a new one

Not singling you out but it baffles me why someone would keep a defective phone verses a working replacement

 

[bpin287]

Dropped my phone off at another Sprint store earlier, just got off the phone with the Tech. They are ordering me a replacement and said it will be a new phone. They also said there have not been refurb versions yet of this phone so all replacements would be new.

They said it was a known issue/defect for the problem I was experiencing...perhaps multiple people have reported this issue, since as of last Friday Tech Support said this was not a known problem. It's either that or the store techs couldn't fix my issue and are just replacing the phone.

Either way, hope the new model is in good working order, supposed to be in by Monday...

 

[Mr. Ed]

Dropped my phone off at another Sprint store earlier, just got off the phone with the Tech. They are ordering me a replacement and said it will be a new phone. They also said there have not been refurb versions yet of this phone so all replacements would be new.

They said it was a known issue/defect for the problem I was experiencing...perhaps multiple people have reported this issue, since as of last Friday Tech Support said this was not a known problem. It's either that or the store techs couldn't fix my issue and are just replacing the phone.

Either way, hope the new model is in good working order, supposed to be in by Monday...

I have seen the issue posted here and xda.....seems to be a 50/50 shot of fixing it.

 

[PyroSporker]

The only way to verify a phone is a refurb is to activate it and check via dialer codes

Just because it was in a replacement box does not mean it is refurb.

Keep in mind also that with TEP...if you get a replacement that is bunk twice you can ask for a new one.

In my limited non-professional experience, usually refurbs have a different/extra MEID sticker in the back of the handset covering or replacing the original MEID label, though it is no smoking gun (even new units processed by refurb outlets get stickered). But yes, the really true way to tell is through the phones system.

Not calling you out, just curious. Is the 2 bad replacement thing a policy? Is it in print somewhere? Or is it one of those discretionary store things? Its just the first time I've heard of it.
I know they only allow 3 TEP claims per 12 months of TEP payments.

__________________
sidebar

Not singling you out but it baffles me why someone would keep a defective phone verses a working replacement.

Spoiler

Granted I don't have TEP, but I went through 3 replacements and kept my original unit (2 replacements were within the 14 days paid the $35 fee once on day 15). The original unit has a piece of dust glued in between the glass and screen and slight light leakage above the capacitive buttons, however all the replacements that were offered had not so good looking screens. Displays that ripple when pressed firmly, and were yellow/warm toned and had worse color re-production. White = Yellow.
I kept the nicer display despite its slight flaws, rather than accept an overall lesser quality display. It was my best choice as the store was not doing much to try to help me, besides bringing in more yellow screened phones with no end in sight.
(example: A Tale of Two EVO 4G LTEs: Yellow Screens, Light Leakage, and Stickers - xda-developers Not my thread, but all too similar)

Keeping a "defective" unit is not a crazy concept to me.

 

[PattiCakeUS]

Well this is really weird. Since I got my phone, it's been working perfectly except as I mentioned in another thread, every once in a while a text might take a minute to send - otherwise I've had no problems at all.

Starting last night, I've been having the error code 97 issue mentioned here. My texts aren't coming through (seems like if I restart my phone they show up but I can't keep doing that all day when I'm supposed to be working) and now they're not even sending all the time. I tested just the phone by calling it from my work phone and it went straight to voicemail, although I seem to be able to make calls.

I don't have the techy-know-how to figure out what you guys are talking about with entering various codes so I'm going to a Sprint store after work. I debated printing out and bringing this thread with me but that's too dorky.... so hopefully they know what to do to resolve it.

 

[PyroSporker]

Well this is really weird. Since I got my phone, it's been working perfectly except as I mentioned in another thread, every once in a while a text might take a minute to send - otherwise I've had no problems at all.

Starting last night, I've been having the error code 97 issue mentioned here. My texts aren't coming through (seems like if I restart my phone they show up but I can't keep doing that all day when I'm supposed to be working) and now they're not even sending all the time. I tested just the phone by calling it from my work phone and it went straight to voicemail, although I seem to be able to make calls.

I don't have the techy-know-how to figure out what you guys are talking about with entering various codes so I'm going to a Sprint store after work. I debated printing out and bringing this thread with me but that's too dorky.... so hopefully they know what to do to resolve it.

Do you have mobile data access (3G)? Or have you found the Data Call Failure yet?

If you can back up all your data you want to keep first, and take out your MicroSD card before you take it to a Sprint store you can save a headache. You'll likely end up doing a factory restore or 5.

I'd be interested if you could cleverly try to sweet talk and find out if they have been working on towers around the Twin Cities area yet. (I've tried, but they don't know or aren't saying)
I suspect they are working on towers and it might be possibly what helps contribute to this error?

 

[omiller315]

Well this is really weird. Since I got my phone, it's been working perfectly except as I mentioned in another thread, every once in a while a text might take a minute to send - otherwise I've had no problems at all.

Starting last night, I've been having the error code 97 issue mentioned here. My texts aren't coming through (seems like if I restart my phone they show up but I can't keep doing that all day when I'm supposed to be working) and now they're not even sending all the time. I tested just the phone by calling it from my work phone and it went straight to voicemail, although I seem to be able to make calls.

I don't have the techy-know-how to figure out what you guys are talking about with entering various codes so I'm going to a Sprint store after work. I debated printing out and bringing this thread with me but that's too dorky.... so hopefully they know what to do to resolve it.

The codes are simple to try and even if you don't make changes, you can check them out. You go into the dialer like you are making a phone call. The one I had to do(##786#) lets you get in, but to do the master reset you need the 6 digit programming code. Mine came in my original email when I activated the phone. LIke the poster above me. Def take the MicroSD card out. i actually removed my Otterbox and put on the free gel one we got. Makes it much easier knowing I would have to put the MicroSD card back in. Let us know how you make out with Sprint. If they can't seem to fix it and get to the ##786# menu(cause of the error 97 popping up), ask them if they can move your ESN to a temp phone and back and then try the ##786# again.

 

[PattiCakeUS]

Pyro - you asked "Do you have mobile data access (3G)? Or have you found the Data Call Failure yet?" I was getting the data call failure message in addition to error 97; the only access I could get was wifi (but I don't have wifi access at work). And sorry - I had posted from work earlier & then got busy & couldn't check back, so I didn't see your comment about asking if they were working on the towers until just now & it never crossed my mind.

Anyway... I just got home, I spent a little over an hour at the Sprint store. When I first walked into the store I got their wifi password so I could get internet & I backed up a few things I wanted to make sure I didn't lose in case they ended up doing a factory reset. The store I went to has a repair center so the guy behind the counter spent some time talking to their techs, they didn't seem to have seen this issue before. They tried to input the codes given here but determined "they don't seem to work on this phone" I admit I only understand some of what I read here but I get the impression from you guys that they do actually work on this phone or nobody would have been saying to use them - they just don't work when the phone/network(/gremlins?) is retaliating like this.

Eventually they decided they had to do a factory reset so I told them to go ahead (the tech had already pulled the card out). After the reset they were still getting the same error so then they said they had to swap out the phone. At that point I said "just give me a sec" and I pulled up this thread on the forum so they could look at it - I had told the tech earlier that I remembered reading something about swapping something to a different phone & back fixing this same issue for someone but I couldn't remember what the "thing was that got swapped"... but even after looking at this thread they decided a phone swap was easier "to keep this from happening again". So they swapped my phone for a brand new one, and the battery on the new phone was stone cold dead. More waiting and more smalltalk while the phone was charging for a while, but after it had some power he checked to make sure I had internet again & the error was gone; everything seemed like it was working fine so I left. The guy I worked with was very nice and he even removed my Steinheil screen protector and put it on the new phone (I wasn't expecting to be able to re-use it but he offered - too bad he was a young guy and not my age )

 

[PattiCakeUS]

Unfortunately my quick backup wasn't thorough enough.... I lost the lovely tiger wallpaper I got from the HTC Hub and it doesn't seem to be there to download anymore

I also lost all my ringtones... dang!

Here's something odd I just noticed on the new phone. I took a self portrait (testing the camera to make sure everything works) and even though it looks right before I snap it, after it's saved it's reversing the image.... is there a setting for this somewhere? I'm pretty sure the old phone didn't do this and I sure didn't change any settings to make this one do that.

Edit: OK I just figured this out, maybe this is how the old one worked & I never noticed... I never take self portraits . When you first take the picture it's showing the mirror image on the screen, and once you snap it the image reverses, so I guess it IS right after all.

 

[NashvilleFlyer]

I'm having the same problem. For a few days I have not been able to receive voice calls or texts. I've taken it to two different sprint stores, talked to HTC customer support and have done 3 factory resets. The ## # codes will not work and they have also moved my ESN # to another phone and back and it did not fix the problem.

Anyway, it looks like I either need to get a replacement through Sprint or send it back to HTC. I do not have Sprint insurance so it would cost $35 and they say it will be a refurb. I don't really want a refurb. I've read the replacements may not actually be a refurb for this phone since it's so new. Any thoughts on that? Which route would you recommend? Thanks.

 

[Mr. Ed]

I'm having the same problem. For a few days I have not been able to receive voice calls or texts. I've taken it to two different sprint stores, talked to HTC customer support and have done 3 factory resets. The ## # codes will not work and they have also moved my ESN # to another phone and back and it did not fix the problem.

Anyway, it looks like I either need to get a replacement through Sprint or send it back to HTC. I do not have Sprint insurance so it would cost $35 and they say it will be a refurb. I don't really want a refurb. I've read the replacements may not actually be a refurb for this phone since it's so new. Any thoughts on that? Which route would you recommend? Thanks.

There is no way for a store to know it will be refurb. At my store I don't even prefer them use the term. The phones are working replacements. as consumers we have no choice...there was never a guaranty of a brand new phone if ours did not work so I never really get this no refurb thing.

 

[PattiCakeUS]

I'm having the same problem. For a few days I have not been able to receive voice calls or texts. I've taken it to two different sprint stores, talked to HTC customer support and have done 3 factory resets. The ## # codes will not work and they have also moved my ESN # to another phone and back and it did not fix the problem.

Anyway, it looks like I either need to get a replacement through Sprint or send it back to HTC. I do not have Sprint insurance so it would cost $35 and they say it will be a refurb. I don't really want a refurb. I've read the replacements may not actually be a refurb for this phone since it's so new. Any thoughts on that? Which route would you recommend? Thanks.

I do have the Sprint insurance, I'm much too klutzy and these phones cost too much for me to feel comfortable not having it. If it was me I'd pay the $35 and then get Sprint insurance after that, but of course you have to do what makes sense for you. I've also read there aren't really refurb phones yet although I guess there could be some since some people have had to exchange their phones for problems like this. I guess I'd take the chance on getting a refurb since the phone you have now isn't working - even if you do actually get a refurb, theoretically it will be OK.

Also I think the term refurb is misleading - if someone bought this model phone and then returned it because they decided to get a different model, wouldn't that be considered a refurb because it's no longer a virgin phone? But the phone may not have had any problems at all, just someone decided they didn't like it. And if a phone truly was what I think of as a refurb (it had some problem before) it would have had to have been fixed for them to re-sell it.

 

[omiller315]

I'm having the same problem. For a few days I have not been able to receive voice calls or texts. I've taken it to two different sprint stores, talked to HTC customer support and have done 3 factory resets. The ## # codes will not work and they have also moved my ESN # to another phone and back and it did not fix the problem.

Anyway, it looks like I either need to get a replacement through Sprint or send it back to HTC. I do not have Sprint insurance so it would cost $35 and they say it will be a refurb. I don't really want a refurb. I've read the replacements may not actually be a refurb for this phone since it's so new. Any thoughts on that? Which route would you recommend? Thanks.

After the ESN swap, did you try the codes again? I left the store thinking it was dead and then tried the codes and mine worked. The error wasnt popping up, so it let me see them..
Also about refurb. I work IT and on some things prefer a refurb if the price is right. Refurb means someone had an issue, sent it back and someone had to get it and fix it. So this tells me a human interacted with the product and repaired it vs mass produced new ones that might only grab a random one for inspection. I think with some things a refurb beats a new one. Price and usually some X amount of point inspection. I would prefer refurb over used also. I trust a laptop coming back from HP after a fix vs getting one used on Ebay and not knowing what to expect.

 

[NashvilleFlyer]

Yeah, tried the ## codes again, no luck. I can't even make calls now (I could before). It says the account could not be validated, but when I try to get that fixed they want to update the profile or use the codes, neither of which is possible.

Thanks for the opinion on refurbs. Hopefully I'd have the 14 day trial to check the phone out (I'd rather not pay $35 again if it needs to be replaced).

 

[PyroSporker]

Yeah, tried the ## codes again, no luck. I can't even make calls now (I could before). It says the account could not be validated, but when I try to get that fixed they want to update the profile or use the codes, neither of which is possible.

Thanks for the opinion on refurbs. Hopefully I'd have the 14 day trial to check the phone out (I'd rather not pay $35 again if it needs to be replaced).

When you pay the $35 fee and get a working replacement, you get 14 days to be satisfied with that replacement. I've had a working replacement, replaced within the 14 days (A replacement, replacement Evo 3D - screen stuck up out of the bezel, improperly seated), and did not have to pay $35 again. Your mileage may vary.
It always helps if you are a pleasant customer and treat the associates how you'd like to be treated, not just because you want a fee waived or get something in return but because it is the right thing to do. (not directed at you, just a general friendly reminder)

Have you tried a factory reset from the Bootloader menu yet (Fast boot off, then power on while holding volume down button, navigate down to factory reset)?
It worked for me and got my 'data call failure' handset to go through activation again and fully back on the network.
This is a multi-faceted issue though, I'm suspecting there is not one fix 'to rule them all'.



This whole thing troubles me. Random, "unexplained", errors that boot people from the network and Sprint seemingly not knowing/being able to do anything about it in multiple cases other than swap a seemingly perfectly good handset for another one...


Mod note: Is there any chance that this issue can be streamlined into one topic and possibly re-titled???