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Old July 20th, 2012, 07:08 PM   #1 (permalink)
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Default error code 97: phone is fubar'd

My month old Evo LTE is giving me error code 97. I spent an hour on the phone with sprint, hard reset it, and tried to do a PRL update countless times(that errors out). I also try ##786# but it won't take me to the menu to do that reset.

I also took it to the corporate sprint store but they couldn't do anything except tell me to pay for a new one via warranty...

Help!

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Old July 20th, 2012, 07:20 PM   #2 (permalink)
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I don't know what that error code means, so what are the other symptoms you are having?

Why is it giving you the error :-!?
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Old July 20th, 2012, 07:43 PM   #3 (permalink)
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It's a data call error. The phone and text seem to work, but it will not connect to the mobile data network.
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Old July 20th, 2012, 08:36 PM   #4 (permalink)
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I mentioned in a thread in the Root section of having the same issue. The last person I spoke with guided me into the MDN and MSID profile within the phone I believe (I don't remember if the ## numbers were the same both times) Essentially I reset it and the data for both were refreshed and it was fine after that. Might be the same thing, first person had me manually change the numbers but that only gave me voice and text back.

The firmware attempted an upgrade when everything was reinitializing, stopped it in time though since I'm rooted.
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Old July 20th, 2012, 08:44 PM   #5 (permalink)
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I mentioned in a thread in the Root section of having the same issue. The last person I spoke with guided me into the MDN and MSID profile within the phone I believe (I don't remember if the ## numbers were the same both times) Essentially I reset it and the data for both were refreshed and it was fine after that. Might be the same thing, first person had me manually change the numbers but that only gave me voice and text back.

The firmware attempted an upgrade when everything was reinitializing, stopped it in time though since I'm rooted.


hhmm.... wonder if there's hope. I would guess they'd want to get into that root access part (the ##something) which oddly wont work on this phone
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Old July 20th, 2012, 09:00 PM   #6 (permalink)
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hhmm.... wonder if there's hope. I would guess they'd want to get into that root access part (the ##something) which oddly wont work on this phone
Sometimes it's about asking the right question or not, maybe ask them about that profile page (sorry I should of copied down more of the info during the call) and ask them out a reset. I really thought it was a hardware issue, it doesn't require root access I believe. It's strange you can't get to that ## page though, that's probably exactly where you need to be.

Good luck.
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Old July 20th, 2012, 09:09 PM   #7 (permalink)
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your phone is not fubar'd

it is no longer communicating with the network

you also do not need "to buy a new one with the warranty" if it were.

you have tep? in store replacement covers pretty much anything but cracked screens and water damage ...so unless they found wither of those evident on your phone, it should have been covered

using the asurion only applies to a phone that has specific damage which is doubtful in your case.

to fix the problem all you (typically) need to do is continue to try and update your data profile...from other locations helps sometimes (5 or more miles away)
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Old July 20th, 2012, 10:07 PM   #8 (permalink)
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your phone is not fubar'd

it is no longer communicating with the network

you also do not need "to buy a new one with the warranty" if it were.

you have tep? in store replacement covers pretty much anything but cracked screens and water damage ...so unless they found wither of those evident on your phone, it should have been covered

using the asurion only applies to a phone that has specific damage which is doubtful in your case.

to fix the problem all you (typically) need to do is continue to try and update your data profile...from other locations helps sometimes (5 or more miles away)

I can run update profile 1 time per boot, then it comes back with an error with the vDM client. After that clicking the update profile button does nothing.
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Old July 21st, 2012, 12:02 AM   #9 (permalink)
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I can run update profile 1 time per boot, then it comes back with an error with the vDM client. After that clicking the update profile button does nothing.
what reason did they give on you needing to buy a new phone via asurion?
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Old July 21st, 2012, 09:31 AM   #10 (permalink)
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what reason did they give on you needing to buy a new phone via asurion?
They just said they couldn't fix so we would have to go through the warranty. I don't have TEP, which shouldn't affect me this time in my opinion since this is clearly a defect. The kid at the store said it would be at least $35, but maybe more since we don't have TEP.

It baffles me how I could be charged for a new phone when this is their fault.


The person flagged as the correct answer is describing my exact issue http://community.sprint.com/baw/message/433829
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Old July 21st, 2012, 12:57 PM   #11 (permalink)
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I only had this phone for 17 days and I had the same error codes last Saturday. I did a PRL update and when I went to update the profile I started getting that code. If I was connected to wifi I could make calls, but did not receive calls or text messages. I waited over night and tried again Sunday. Basically the same thing happened except the first time trying to update after turning on my phone, the phone was trying to update but would time out. I looked at the phone identity area and my username was missing as was my phone number.

I took it back to Best Buy to have them try to fix it. Fortunately, the guy that sold it to me was working. He tried to update the PRL and failed. He called sprint and got master unlock codes, one time codes, etc. Nothing worked. He talked to 4 people doing the same thing each time. One rep asked why was i trying to update the PRL. Seemed to me that they were trying to say i shouldnt do that and it was my fault. Lol We were both getting frustrated. Finally trying a factory reset. Nothing.

After 2+ hours, I said I can't have a phone. I'm traveling out of town and need it. He was great to work with and he wound up giving me a new phone. Glad i have their black tie insurance. It seemed that sprint was not aware of this problem even though this store has had a few people bring back their phone for this issue.

So far this new phone is working well, knock on wood. I have never had to return a phone so I guess I was due. But I will never go to a sprint store to get any phone due to their customer service.

Just a quick side note, I called sprint on Friday to get my caller ID back to just the number showing and not my name. I have always had just my number and wireless caller as the ID showing to others until about 3 weeks a ago. They tell me it is set to that, but when I call it shows my name I told him. He assured me that he fixed it. Well, it wasn't and still isn't. But the next day my phone went to crap after it had been working just fine. Makes you go hmmmm....did they do something to mess it up? Lol
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Old July 21st, 2012, 01:52 PM   #12 (permalink)
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On the phone with sprint tech support right now. They're telling me that this is not a "official known issue" aka they can bury their heads in the sand and act like nothing is wrong, then try to screw me.

In that link above there are other people talking about my exact same issue. Anyone have a way I can cancel my contract without getting dinged? They can have their phones back, I want to out of this terrible company's grasp.
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Old July 21st, 2012, 01:55 PM   #13 (permalink)
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Originally Posted by bassballboy View Post
They just said they couldn't fix so we would have to go through the warranty. I don't have TEP, which shouldn't affect me this time in my opinion since this is clearly a defect. The kid at the store said it would be at least $35, but maybe more since we don't have TEP.

It baffles me how I could be charged for a new phone when this is their fault.


The person flagged as the correct answer is describing my exact issue Sprint Community: My EVO LTE all of a sudden Disconnected from Mobile Network!!! Help
There seems to be some miscommunication

sending you a pm
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Old July 21st, 2012, 02:51 PM   #14 (permalink)
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Yeah I'm really glad I bought my phone at Best Buy this time around. Their service at least on the mobile side has been just great. I've taken my phone back twice for various issues and twice I wasn't given the run around. They looked at the issue and promptly swapped out my phone.
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Old July 21st, 2012, 03:05 PM   #15 (permalink)
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Yeah I'm really glad I bought my phone at Best Buy this time around. Their service at least on the mobile side has been just great. I've taken my phone back twice for various issues and twice I wasn't given the run around. They looked at the issue and promptly swapped out my phone.

Considering some of the stories I've read here about people dealing with some of the coporate stores, I don't think I'll ever buy another phone there again.
The only thing I can say about that is alot of ppl can't tell the difference from a corp store and an authorized dealer store.
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Old July 21st, 2012, 03:52 PM   #16 (permalink)
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The only thing I can say about that is alot of ppl can't tell the difference from a corp store and an authorized dealer store.
I've now gotten the run around twice, once from the Sprint call center, and also a Corporate owned store that has a technical service department.

Apparently it's ok for them to sell me a phone that breaks, them try to charge me for their or the manufacturer's defect.
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Old July 21st, 2012, 04:53 PM   #17 (permalink)
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I've now gotten the run around twice, once from the Sprint call center, and also a Corporate owned store that has a technical service department.

Apparently it's ok for them to sell me a phone that breaks, them try to charge me for their or the manufacturer's defect.
I sent you this in PM and I really do hope you understand


I am going to post it here for clarification for others

Your phone from x y z does have a warranty... when something goes wrong, WITH ANY retailer you have options after the 14 day return period.

The policies I know...everyone has their own

Best Buy (30 day return, 14 day contract rule applies)
You bought black tie..use it..they verify the issue and send your phone off for repair, or in some cases initiate a replacement be SENT to you.

you did not get black tie, YOU send the phone in to x y z manufacturer

there is no "in between" for those who did not buy protection and are outside of the return period


Sprint
You bought TEP...which is two things (won't get into that now but look into it), visit a repair center, techs look at phone right then and there, diagnose the issue and attempt to repair, give a replacement if one is available otherwise order one WHEN IT APPLIES that a replacement need be given. (It is amazing over the past 13 years of being a sprint customer how many feel they need a replacement just because something quit working.) TEP is not soley a replacement plan, it is a repair/replacement plan, and Asurion provides a insurance. Some issues can be repaired.

You didn't buy TEP...as a COURTESY, Sprint will troubleshoot your phone for $35, and even attempt to repair it, some repairs do require an additional fee. You also have the option to ADD TEP at the completion of this repair process. Many people do not know that.


You didn't buy TEP option 2...YOU send off your phone to HTC for warranty evaluation.


another personal note from me

I have ALWAYS had TEP. THose of you that know me from the orig Evo prolly remember how many times that phone was replaced..I have it and pay full price for it on my Sprint company phone, on my son's Sprint phone, on my parents phones and on ALL 6 of our ATT lines...hell my current and last Samsung phones on ATT were replaced a total of 9 times for defects.
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Old July 21st, 2012, 05:10 PM   #18 (permalink)
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Old July 21st, 2012, 05:58 PM   #19 (permalink)
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Yup...I just walked him through a bootloader reset via pm


Next step ...ruu
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Old July 21st, 2012, 08:47 PM   #20 (permalink)
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They just said they couldn't fix so we would have to go through the warranty. I don't have TEP, which shouldn't affect me this time in my opinion since this is clearly a defect. The kid at the store said it would be at least $35, but maybe more since we don't have TEP.

It baffles me how I could be charged for a new phone when this is their fault.


The person flagged as the correct answer is describing my exact issue Sprint Community: My EVO LTE all of a sudden Disconnected from Mobile Network!!! Help
I am the one at the bottom(omiller315a) and got it resolved.Posted on here over in the Sprint forum with my fix. I had the same issue with getting to the menu and then the error would pop up and boot me from the hidden factory reset option. Was very happy with the Sprint store near me with the ESN trick and then remembering the hidden menu on my way home(they said they tried all and figured I had to call Sprint for a new phone). Glad to see Mr Ed around as well as a Sprint employee(think I remember seeing that) to have some inside scoops on these issues. 2 weeks ago I did see the error 97 again, but I rebooted and it went away. went into panic mode and was afraid it was starting all over again.
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Old July 21st, 2012, 09:19 PM   #21 (permalink)
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The only thing I can say about that is alot of ppl can't tell the difference from a corp store and an authorized dealer store.
If its sprint by ......it is not corporate

I use the website to determine...or just ask.


Not all non corp stores are bad. We have a resource here that is a manager at one
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Old July 22nd, 2012, 03:33 PM   #22 (permalink)
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I am the one at the bottom(omiller315a) and got it resolved.Posted on here over in the Sprint forum with my fix. I had the same issue with getting to the menu and then the error would pop up and boot me from the hidden factory reset option. Was very happy with the Sprint store near me with the ESN trick and then remembering the hidden menu on my way home(they said they tried all and figured I had to call Sprint for a new phone). Glad to see Mr Ed around as well as a Sprint employee(think I remember seeing that) to have some inside scoops on these issues. 2 weeks ago I did see the error 97 again, but I rebooted and it went away. went into panic mode and was afraid it was starting all over again.
Very cool, so yours was able to be fixed through doing an ESN swap to another phone (did they activate that phone with your ESN?) then swapping it back to your phone... and then running the ##786# and doing the factory reset?
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Old July 22nd, 2012, 03:47 PM   #23 (permalink)
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I sent you this in PM and I really do hope you understand


I am going to post it here for clarification for others

Sprint
You bought TEP...which is two things (won't get into that now but look into it), visit a repair center, techs look at phone right then and there, diagnose the issue and attempt to repair, give a replacement if one is available otherwise order one WHEN IT APPLIES that a replacement need be given. (It is amazing over the past 13 years of being a sprint customer how many feel they need a replacement just because something quit working.) TEP is not soley a replacement plan, it is a repair/replacement plan, and Asurion provides a insurance. Some issues can be repaired.

You didn't buy TEP...as a COURTESY, Sprint will troubleshoot your phone for $35, and even attempt to repair it, some repairs do require an additional fee. You also have the option to ADD TEP at the completion of this repair process. Many people do not know that.


You didn't buy TEP option 2...YOU send off your phone to HTC for warranty evaluation.

I appreciate all of the help with the issue, but I think I need to clarify here. I understand that malfunctions with the phone are generally not Sprint's fault, they are the manufacturer's fault. But after speaking with HTC they are pointing the finger back at Sprint here, so what's the consumer supposed to do in this scenario where the two giants are pointing fingers at each other?

I feel as though the manufacturer's warranty should be treated as such - a warranty against malfunction. For example, I bought a vacuum a few years ago with a 5 year warranty. The brush recently stopped working. I took it to the vacuum shop and they took it and fixed it at no cost to me since it's under manufacturer's warranty. Why is this not the case with phones? Why should I be required to carry additional insurance against phone malfunction? I completely understand it in cases where people abuse the product, but this is clearly a case of phone malfunction.


In any case, I'm hoping we can find a way to fix it and avoid any further hassle with Sprint or HTC. If not I'm going to need to figure out how to get HTC to cover their warranty...
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Old July 22nd, 2012, 04:49 PM   #24 (permalink)
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I believe I had this issue, and it took the ##786# -> Menu -> Reset -> Enter MSL to fix it.

Sprint can give you the MSL code for your device. After a fresh factory reset, you should be able to use that ##786# code in the dialer. You might want to turn off Mobile Network first, or even try putting the phone in Airplane mode (though I'm not sure if that'll work). Either way, you may have to wait up to a minute for the View/Edit Mode box to pop up, in which you would choose "Edit Mode" so you can follow the above procedure.

##[YOUR MSL]# will bring up the screen that should show your phone number and MSID. If that's all in there correctly, the above process is the only thing that'll fix it. I had to go through this a bunch of times with Sprint myself. Hopefully my 4th LTE won't give me as much trouble . . .
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Old July 22nd, 2012, 05:11 PM   #25 (permalink)
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Very cool, so yours was able to be fixed through doing an ESN swap to another phone (did they activate that phone with your ESN?) then swapping it back to your phone... and then running the ##786# and doing the factory reset?
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.
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Old July 22nd, 2012, 06:34 PM   #26 (permalink)
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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.
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Old July 22nd, 2012, 06:55 PM   #27 (permalink)
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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.

Data Call Failure Code 97
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Old July 22nd, 2012, 08:37 PM   #28 (permalink)
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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
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Old July 24th, 2012, 09:35 AM   #29 (permalink)
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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...
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Old July 24th, 2012, 09:51 AM   #30 (permalink)
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I forgot to mention, I'm not rooted and am running the latest PRL version 25005.
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Old July 24th, 2012, 10:51 PM   #31 (permalink)
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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?
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Old July 25th, 2012, 02:47 AM   #32 (permalink)
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Try ##3282#, View, Data Profile, and look at the first setting, Active Profile - it should be set to 1.
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Old July 25th, 2012, 09:47 AM   #33 (permalink)
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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.

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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!
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Old July 25th, 2012, 10:02 AM   #34 (permalink)
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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
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Old July 26th, 2012, 12:54 PM   #35 (permalink)
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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.
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Old July 26th, 2012, 02:32 PM   #36 (permalink)
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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
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Old July 26th, 2012, 02:45 PM   #37 (permalink)
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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...
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Old July 26th, 2012, 03:28 PM   #38 (permalink)
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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.
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Old July 26th, 2012, 03:29 PM   #39 (permalink)
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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.

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Old July 27th, 2012, 03:21 PM   #40 (permalink)
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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.
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Old July 27th, 2012, 04:24 PM   #41 (permalink)
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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?
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Old July 27th, 2012, 07:36 PM   #42 (permalink)
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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.
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Old July 27th, 2012, 08:27 PM   #43 (permalink)
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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 )
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Old July 28th, 2012, 02:19 PM   #44 (permalink)
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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.
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Old July 29th, 2012, 02:40 PM   #45 (permalink)
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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.
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Old July 29th, 2012, 02:57 PM   #46 (permalink)
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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.
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Old July 29th, 2012, 03:09 PM   #47 (permalink)
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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.
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Old July 30th, 2012, 05:03 PM   #48 (permalink)
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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.
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Old July 30th, 2012, 06:41 PM   #49 (permalink)
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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).
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Old July 30th, 2012, 08:59 PM   #50 (permalink)
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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???
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Last edited by PyroSporker; July 30th, 2012 at 09:38 PM.
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HTC EVO 4G LTE
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The HTC EVO 4G LTE is Sprint's version of the HTC One X. It comes with all the same specs, except for the processor, internal storage and radios (includes LTE). And aesthetics are also significantly different. While many users have complaine... Read More



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