Help error code 97: phone is fubar'd

[NashvilleFlyer]

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???

Thanks for the info. I did do the reset thru the bootloader menu while on the phone with HTC. I just did it again for the heck of it, set up my google account and other options, then right away try to update profile and it starts giving me the vDM and com.android.phone errors.

I know there can be problems with phones, I just wonder if Sprint or HTC would admit this is a known issue. I've been reading posts about this problem dating back to early June, and usually the solution is returning the phone.

 

[PattiCakeUS]

I know there can be problems with phones, I just wonder if Sprint or HTC would admit this is a known issue. I've been reading posts about this problem dating back to early June, and usually the solution is returning the phone.

What really puzzles me is how it just strikes out of the blue. My phone was practically perfect up until last Thursday night, when I started getting those errors. I really hope someone can figure out what the heck is causing this problem to happen!!

 

[PyroSporker]

Thanks for the info. I did do the reset through the Bootloader menu while on the phone with HTC. I just did it again for the heck of it, set up my Google account and other options, then right away try to update profile and it starts giving me the vDM and com.android.phone errors.

I know there can be problems with phones, I just wonder if Sprint or HTC would admit this is a known issue. I've been reading posts about this problem dating back to early June, and usually the solution is returning the phone.

This probably won't work either, just doing my best to try and help. Sorry, I understand your frustration

I wouldn't even set up your Google account, back up, location, wi-fi, or anything else during set up? And don't go to search for PRL and Profile right away?
Just reset from the Bootloader and try to dial into ##786# right away to see if it won't crash? You'll need your MSL# for resetting.
(If you can't get it to go into ##RTN#, to start a Hands Free Activation, a high level Sprint tech on the phone can force a handset to reset into Hands Free Activation over the air I think. Not sure how you can reach them easily.)

I decided to look up my old transcript of my online chat troubleshoot process (They emailed it even though I specifically told the CSR not to ). Paraphrased version:
Tried ##72786# but EPST was crashing
Reboot
##786# -> Menu -> Reset -> Enter MSL Number -> Auto Reboot -> Hands free activation begins -> Let it run forever until it gives error 1012
Try to update PRL and profile again. Error 1012.
Turn off fast boot, power down
Reboot to Bootloader -> Factory Data reset
Once up and running, don't set up anything, go update PRL and profile successfully.

Not sure if data connection was enabled or disabled (widget on or off) during all these steps. I may have turned it off before resets. Also of note, I lost my connection at home but reset and got my data back the next day at work (in case there is a tower factor here).

 

[PattiCakeUS]

This doesn't directly relate to this thread, but a few things came up since I had the above error and got my phone swapped out for a new one, & they're bugging me!

I've gotten everything set back up on my new phone but there are 2 things happening and I'm not sure what to do about them.
1) When I go to bed at night I have both mobile network & wifi turned off, & my phone is plugged in to charge overnight. When I wake up in the morning, both mobile network & wifi are turned on & I have no idea why. I use an app called Timeriffic to control timing of when some things go on and off (mostly to control sounds) but I have wifi turned off at all times of day through that app, I manually turn mobile network or wifi on using the widget when I want them.
2) I use the stock email app for all my email accounts. My main email is a Comcast acct and on my previous phone I had it set up not to sync my emails on this acct. I'm finding that when I delete an email on my phone it's also disappearing now from my laptop but I don't know why, that wasn't happening with my previous setup and I don't see a setting that's telling it to do that (if I delete from my laptop it should delete from my phone, but not vice versa). There's a sync option within the account settings and I have it set to Manual during peak times although it insists I have my Inbox synced. What am I missing? I haven't changed any settings for this acct on anything but my phone lately so I know there's some acct setting I've either got set wrong on my phone or I'm missing it entirely.

 

[evotitans]

Doesnt seem like returning the phone is the solution...as they replaced mine this weekend with a new one.

Worked fine for the last 3 days, then this morning I saw the vDM Client stopped working error. Back to the same issue I had before.

No MMS come thru, cant send them. Voicemails dont download. Not sure what other issues.

Edit:

Is any one NOT having this issue after the update? Seems to be wide spreading and neither HTC or Sprint is acknowledging it.

 

[Mr. Ed]

Doesnt seem like returning the phone is the solution...as they replaced mine this weekend with a new one.

Worked fine for the last 3 days, then this morning I saw the vDM Client stopped working error. Back to the same issue I had before.

No MMS come thru, cant send them. Voicemails dont download. Not sure what other issues.

Edit:

Is any one NOT having this issue after the update? Seems to be wide spreading and neither HTC or Sprint is acknowledging it.

so far it hasn't been widespread...and no real cause can be found. I am one of 7 people in my store with the evo and we can't duplicate it.

If there is anything else you can provide I am glad to pass it on. I am curios if it is an account set up issue

 

[Mr. Ed]

The more I think about this it could definitely be an account set up issue. Someone needs to verify the soc codes on your account...possibly even remove all of them and reapply them.

This would definitely explain why an ESB flip flop works for some

 

[evotitans]

so far it hasn't been widespread...and no real cause can be found. I am one of 7 people in my store with the evo and we can't duplicate it.

If there is anything else you can provide I am glad to pass it on. I am curios if it is an account set up issue

You know, after calling one Sprint Store(where the new EVO replacement was sent) and visiting another, with receiving the worst help I have ever gotten from them in 12 years....I said F IT, one last Factory Reset via Bootloader.

Everything has come back clean, I am updated to Software 1.22.651.3 and PRL and Profile update fine.

My Voicemails and MMS download properly off of 3G now. I'll sit tight for a bit to make sure its all clean though.

Seems like Factory Wipe thru Boot is a solution, since it kept the HTC Update on it.

 

[Mr. Ed]

You know, after calling one Sprint Store(where the new EVO replacement was sent) and visiting another, with receiving the worst help I have ever gotten from them in 12 years....I said F IT, one last Factory Reset via Bootloader.

Everything has come back clean, I am updated to Software 1.22.651.3 and PRL and Profile update fine.

My Voicemails and MMS download properly off of 3G now. I'll sit tight for a bit to make sure its all clean though.

Seems like Factory Wipe thru Boot is a solution, since it kept the HTC Update on it.

Keep me updated. This would fall in line with the theory it is network related. If that is the case the chance of a reboot fixing it will be dependant on current location/network health

 

[evotitans]

Keep me updated. This would fall in line with the theory it is network related. If that is the case the chance of a reboot fixing it will be dependant on current location/network health

Well see if you believe this, as soon as I switch it to just CDMA, the issue re-occurred. What the hell is going on?

 

[NashvilleFlyer]

so far it hasn't been widespread...and no real cause can be found. I am one of 7 people in my store with the evo and we can't duplicate it.

If there is anything else you can provide I am glad to pass it on. I am curios if it is an account set up issue

My wife has an EVO 4G LTE too, so I can compare some things.

In the phone identity screen, my current username is blank, my wife's is not.

Software: I have PRL 25005, she only has 25004. Everything else the same (we both did OTA update earlier).

Network type, EvDo A for my wife, 1xRTT for me, when side by side.

I'm also noticing that I can't get on the network at all right now for 3G from home. I'm usually on wifi, so I'm not sure if this has been happening the whole time during this problem. I do get 3G at work, but I think it's an eHRPD tower. I've definitely tried updating my profile from work, but not sure if I've done a factory reset from work. Maybe I'll try tomorrow.

 

[bpin287]

Does anyone know if this vDM issue could be linked to setting up an Outlook Exchange account? Received my replacement phone and everything was working as it should. However, a few hours after I setup my Outlook account I started receiving the same errors and can't send/receive MMS messages. I tried deleting the account and security policy, but even after that I'm still getting the error...

I wish I would have setup the Outlook account after applying the most recent update, to see how they worked together. I agree, replacing the phone doesn't seem to fix the problem...

 

[NashvilleFlyer]

Does anyone know if this vDM issue could be linked to setting up an Outlook Exchange account? Received my replacement phone and everything was working as it should. However, a few hours after I setup my Outlook account I started receiving the same errors and can't send/receive MMS messages. I tried deleting the account and security policy, but even after that I'm still getting the error...

I wish I would have setup the Outlook account after applying the most recent update, to see how they worked together. I agree, replacing the phone doesn't seem to fix the problem...

I never set up an Outlook Exchange account, so not causing my problem I guess.

 

[Mr. Ed]

I have outlook on mine and no issues.


Try this
*#*#4636#*#*

Change network type to EVdo, run speed test to confirm connectivity

update prl and profile

 

[bpin287]

I have outlook on mine and no issues.


Try this
*#*#4636#*#*

Change network type to EVdo, run speed test to confirm connectivity

update prl and profile

Tried your steps, seems to be the only dialer code I can get to work. However, when I changed to EVdo only I still received error message for vDM when attempting to perform Profile/PRL update. What was this step supposed to accomplish?

 

[Mr. Ed]

Tried your steps, seems to be the only dialer code I can get to work. However, when I changed to EVdo only I still received error message for vDM when attempting to perform Profile/PRL update. What was this step supposed to accomplish?

It is forcing network modes

You can force the phone onto evdo cdma late etc through that menu.

Try different ones...

Other than outlook...any other note able changes made? App additions?

 

[Mr. Ed]

How many of you having this issue have an airave?

 

[PattiCakeUS]

How many of you having this issue have an airave?

I had my phone swapped out for this problem last week - I don't have an airave (or outlook that someone else mentioned).

 

[evotitans]

Looks like this issue is building up. I don't see why its not becoming a more public issue?

Mr. Ed, have you notice any other solutions? Seems like you are familiar with Sprint's system.

And I have never used an Airave, so it wouldnt be that.

Wasn't there this kind of problem with the OG Evo and when WiMax was starting to get lit up? I just cant rememeber if there was.

 

[Mr. Ed]

Looks like this issue is building up. I don't see why its not becoming a more public issue?

Mr. Ed, have you notice any other solutions? Seems like you are familiar with Sprint's system.

And I have never used an Airave, so it wouldnt be that.

Wasn't there this kind of problem with the OG Evo and when WiMax was starting to get lit up? I just cant rememeber if there was.

I work for sprint. Haven't really seen a widespread issue on this one. Error 97 is not a new error and it isn't isolated to the Evo. It typically means the phone isn't registering on the network and usually is caused by poor network health or a bad radio.

 

[evotitans]

I work for sprint. Haven't really seen a widespread issue on this one. Error 97 is not a new error and it isn't isolated to the Evo. It typically means the phone isn't registering on the network and usually is caused by poor network health or a bad radio.

Well I am fairly certain that the latest update is what caused it. But my first instance of it didnt occur til a couple days after.

I'm now just looking for resolution. Do I force them to give me a SIII?(Mind you I have not had any other phone besides HTC in 4 yrs).

Do I look to another carrier? Since you work with Sprint, is the contract voided due to defective devices?

I don't think I or any one else with this issue can wait for Sprint or HTC to finally own up to the problem, and work on an update.

 

[Mr. Ed]

Well I am fairly certain that the latest update is what caused it. But my first instance of it didnt occur til a couple days after.

I'm now just looking for resolution. Do I force them to give me a SIII?(Mind you I have not had any other phone besides HTC in 4 yrs).

Do I look to another carrier? Since you work with Sprint, is the contract voided due to defective devices?

I don't think I or any one else with this issue can wait for Sprint or HTC to finally own up to the problem, and work on an update.

By no means is my opinion official but I have seen no correlation between this error and the update. Myself and several others that are close to me are running the update without issue. When I say I have not seen this as widespread ...we have sold several hundred Evos and seen two come in with the issue, both on the same day, both lived in the same neighborhood. It was confirmed there was a tower out in that neighborhood.

I would have to pull up your account to see what devices would be suitable replacements after you have received 2 defective units. This type of a replacement is not guaranteed, for example if it is a network issue replacing the device isn't going to fix the problem.

I did a quick scan of the web this morning and found the error affecting other devices like the s3 and even more devices dating back beyond 2004.


If you would like to send me your info I am glad to look it up.

 

[evotitans]

By no means is my opinion official but I have seen no correlation between this error and the update. Myself and several others that are close to me are running the update without issue. When I say I have not seen this as widespread ...we have sold several hundred Evos and seen two come in with the issue, both on the same day, both lived in the same neighborhood. It was confirmed there was a tower out in that neighborhood.

I would have to pull up your account to see what devices would be suitable replacements after you have received 2 defective units. This type of a replacement is not guaranteed, for example if it is a network issue replacing the device isn't going to fix the problem.

I did a quick scan of the web this morning and found the error affecting other devices like the s3 and even more devices dating back beyond 2004.


If you would like to send me your info I am glad to look it up.

I'll hit you up with a PM with my info, so you can look at it. I highly believe it can be area based, as I'm usually not in many other areas beside work and home.

Infact, the issue didn't re-appear until I was on my way home yesterday from work. I have a feeling bouncing between those 2 Towers is probably what triggers it.

But there still needs to be a resolution.

My only reason to thinking it is the Update is that the issue never occured prior to it.


Also wanted to add, that I never see an Error 97 come up on the phone itself. Unless that's just an internal error w/ Sprint.

 

[PyroSporker]

Looks like this issue is building up. I don't see why its not becoming a more public issue?

We are an extremely small minority in comparison to the amount of phones sold. I'm not sure what makes you think this is building up.

I work for sprint. Haven't really seen a widespread issue on this one. Error 97 is not a new error and it isn't isolated to the Evo. It typically means the phone isn't registering on the network and usually is caused by poor network health or a bad radio.

Yeah, more or less the same suspicion I came to earlier in the thread. You've pretty much confirmed my thoughts. I think it comes down to certain towers. In my case I further suspect that my nearby tower, which I was connected to, was undergoing maintenance (possibly Network Vision upgrades) which booted me from the mobile internet network.

Well I am fairly certain that the latest update is what caused it.

As we have determined earlier in this thread, It most certainly is not isolated to a software version or the recent maintenance update. The events may have been near in time and there could be a slight relation (PRL changes?), but we can't just automatically draw the conclusion.
I've had the problem and I am still pre-update. Not to mention, this error has effected a number of other handsets from a variety of manufacturers in the past (The Evo 4G error some have mentioned but not fully remembered was Error 67 from what I can remember and find by searching).

 

[evotitans]

The issue is building up cause it is re-occuring for users. I'm seeing it across the board on other forums, including Sprints.

It can possibly be Tower issues, but how is that going to help anything? That makes it even worse, as I am in the same general areas everyday. Am I supposed to drive around til I find a Tower that isn't having an issue? How do I know I will connect correctly back to a Tower that is good?

Not pointing at anyone in this thread...but we have to look at all options, as obviously I am not the only one with the issues.

And calling in to Tech Support to have them do a Soft Reset didn't do anything either.

vDM Client is software related isn't it? Something is causing it to stop.