Help error code 97: phone is fubar'd

TokinAg said:

I've been having this same issue on my HTC Evo 4g LTE. I've called Sprint about it 3 times now. Each time, they've told me that the data connection issues I'm seeing are related to a network outage in my area. (possible)

In regards to the vDM errors I get when trying to view my phone's info (About -> Phone Identity, trying to update my profile, prl, or firmware; they have nothing helpful to say.

When I took it into 2 different stores, they did a few tests and told me the phone was "screwed". They offered to replace mine with a refurbished model (something I wish didn't have to happen b/c I don't want to give up my perfect condition phone - besides software for a used model). I am really hesitant to do this b/c if I switch out the phone and my settings (I use outlook/encryption for work and I live in Dallas [4G territory]) result in the same problem, I'll be even more upset.

I just called HTC and they offered to take my phone in for repairs (10-14 days) and if they can't fix it, they'll replace it (couldn't say if it would be new or used - if I had to guess though...)

Sprint says their network outage should be fixed by the 22nd, so by the 23rd, I'm going to call them back to see what the story is. I'm about a sneeze away from just going the refurbished route and hoping for the best.

This forum has been helpful in communicating the issue that I'm having with customer support and also in knowing that I'm not the only crazy person having this seemingly unresolvable issue.

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I am in McKinney. If you want to bring it by just give me a heads up.

Which stores did you take it to?

I first started getting Error Code 97 two weeks ago. I noticed immediately I had no 3G coverage. I attempted to update my firmware/profile/prl and immediately received a vDM Client crashed message. Spending 4 hours on the phone with sprint techs and 2 hours in two separate stores has accomplished nothing except I have a new phone on order.

Just this weekend my phone has been not able to accept incoming calls when I am connected to my Airrave (callers get a message that the user they are trying to reach is unavailable), also all text messages fail. If I disconnect the Airrave, callers can call me, but due to the low signal strength all calls are forwarded to voicemail. Regardless if I am connected to WIFI or not, all these problems I am experiencing exist in both scenarios.

We have an HTC EVO older model in the house that is able to connect to the Airrave with no problems whatsoever, and due to the low signal strength in the house, the Airrave needs to remain on, so I am SOL. However, quite often my phone is unable to communicate with the Airrave anyway and bounces between voIP and cell tower, resulting in text messaging lagging up to 3 hours.

Connecting to WIFI I still get vDM client errors when attempting to update anything.

Also, in settings, under "Mobile Network" since I first received Error Code 97, that has always shown "disconnected." If I attempt to bounce it, there are several retries before it shows "disconnected," even in the On position (and with WIFI off).

Error Code 97 message pops up about 100 times a day. Almost constantly when I am on the phone, if I am dialing a number and the message pops up, I have to start over. So annoying.

Phone statistics: HTC EVO 4G LTE
Hardware version: 0003
Software version: 1.22.651.3 71ORD
Mobile network type: CDMA - 1xRTT

Mr. Ed said:

I am in McKinney. If you want to bring it by just give me a heads up.

Which stores did you take it to?

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The sprint store on Mockingbird @ the shopping center there. Also, the Sprint store closer to my apt, 635 & Montford.

Do you think you'd be able to help? I'd be happy to make the drive out there this coming weekend. Do you work on Saturday or Sunday?

TokinAg said:

The sprint store on Mockingbird @ the shopping center there. Also, the Sprint store closer to my apt, 635 & Montford.

Do you think you'd be able to help? I'd be happy to make the drive out there this coming weekend. Do you work on Saturday or Sunday?

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I will check my schedule


for anyone having the issue with an airave please call airave support. There is a process they have to do to fix it

One of the EVO LTE's I oversee started the error 97 today along with vDM crashing. Can't get in to # codes and voice doesn't work. I can tether to get data.
This phone was rooted since day one and worked fine until this weekend.
Apparently the owner was on the phone with sprint and got no where this weekend. They told him he needed a new phone.
Now begins my time to be on the phone and get the run around while they bury their heads in the sand and tell me the issue isn't 'known'
So add me to the list of 'not widespread' 'not a documented issue'

I got the "it's a new phone and HTC is the one that needs to fix it. Call your account rep and have them replace the phone"

Since they were no help I have since ran the RUU 651.1.exe which while still giving me the error 97 the ## codes seem to work. ##786 will work. ##72786 will give an ESPT error though

However at this point I was able to update the profile and then PRL and everything works again.

How come I can fix this but Sprint refuses to update their documentation with a solution.

Aaron91RS said:

One of the EVO LTE's I oversee started the error 97 today along with vDM crashing. Can't get in to # codes and voice doesn't work. I can tether to get data.
This phone was rooted since day one and worked fine until this weekend.
Apparently the owner was on the phone with sprint and got no where this weekend. They told him he needed a new phone.
Now begins my time to be on the phone and get the run around while they bury their heads in the sand and tell me the issue isn't 'known'
So add me to the list of 'not widespread' 'not a documented issue'

I got the "it's a new phone and HTC is the one that needs to fix it. Call your account rep and have them replace the phone"

Since they were no help I have since ran the RUU 651.1.exe which while still giving me the error 97 the ## codes seem to work. ##786 will work. ##72786 will give an ESPT error though

However at this point I was able to update the profile and then PRL and everything works again.

How come I can fix this but Sprint refuses to update their documentation with a solution.

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You fixed the issue with a complete software restore ....that can't be done over the phone.

Granted they prolly should have directed you to take it in to a corporate repair store imo(which they usually do)


its also my opinion that there are multiple causes of this issue, as I have stated in the thread.

Mr. Ed said:

You fixed the issue with a complete software restore ....that can't be done over the phone.

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You're right I didn't even need a phone call to fix it. Just a computer.

But yeah they could say go to this URL and download and run this software. If the phone is already broke really nothing to lose

Granted they prolly should have directed you to take it in to a corporate repair store imo(which they usually do)

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It was already at a store this weekend along with talking to a tech before I got it. They also said it needed to be replaced and couldn't fix it.

its also my opinion that there are multiple causes of this issue, as I have stated in the thread.

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Are any of them the 'it's HTC's fault lie' I was told?
Update your stupid documentation. It's pretty clear from the script the tech was reading from when she looked up the documentation on that issue it just talks about not being able to get text messages.
Why don't you add something about the vDM not working or the ## codes not working.
Gawd knows they couldn't comprehend that the ## codes didn't work or that the hands free activation wasn't coming up after we reset the phone. Why is that not in Sprints documentation?

If I can surf the internet and find this, there is no excuse for Sprint not having better documentation on the issue.

Is the RUU re-install something that I should try to do?

I do IT for a living, so I'm not afraid of a little software, I guess I would just like to save myself a few hours of research on the subject by asking you all if this is a good idea or not.

Mr. Ed, do you happen to know if you're working this weekend?

The RUU is an .exe.
You double click on it, check the 'agree' box and it runs.
It really doesn't get much simplier

IF you believe your phone is already broke beyond repair how can you really make it worse?

Aaron91RS said:

IF you believe your phone is already broke beyond repair how can you really make it worse?

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I guess right now I know that I haven't done anything to damage the phone and expect Sprint to fix the problem or replace the phone. Running the RUU and possibly making the problem worse would change that.

I'm going to wait and give Mr. Ed a chance to look at the phone this weekend hopefully. Thanks for the explanation of using the RUU though.

TokinAg said:

I guess right now I know that I haven't done anything to damage the phone and expect Sprint to fix the problem or replace the phone. Running the RUU and possibly making the problem worse would change that.

I'm going to wait and give Mr. Ed a chance to look at the phone this weekend hopefully. Thanks for the explanation of using the RUU though.

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I will be in store all day Saturday and Sunday

make sure and back everything up

Mr. Ed said:

I will be in store all day Saturday and Sunday

make sure and back everything up

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Everything I care about is backed up to my gmail account.

The sprint store on El Dorado Pkwy? Do I walk in and ask for Mr. Ed? Will there be a secret handshake? These are very important questions.

Lol...yeah just ask for me.

TokinAg said:

Everything I care about is backed up to my gmail account.

The sprint store on El Dorado Pkwy? Do I walk in and ask for Mr. Ed? Will there be a secret handshake? These are very important questions.

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Glad to meet you and happy the fix worked!

Exchange does not appear to be "the" issue guys, I have successfully set up exchange on 2 phones now after fixing them.

Open settings, about, phone identity. If any information is missing you WILL have issues. It's just a matter of time.


To the best of my knowledge this CAN ONLY BE FIXED IN A STORE

Mr. Ed said:

Open settings, about, phone identity. If any information is missing you WILL have issues. It's just a matter of time.


To the best of my knowledge this CAN ONLY BE FIXED IN A STORE

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Now I wish I knew if there was something missing there on my old phone, before it was swapped out. At least on my current phone nothing is missing on this screen.

Mr. Ed said:

Glad to meet you and happy the fix worked!

Exchange does not appear to be "the" issue guys, I have successfully set up exchange on 2 phones now after fixing them.

Open settings, about, phone identity. If any information is missing you WILL have issues. It's just a matter of time.


To the best of my knowledge this CAN ONLY BE FIXED IN A STORE

Click to expand...

I was shocked to have this fixed in under 10 mins. Thanks for knowing just what to do. I got home, reinstalled all my apps, sync'd up all my accounts, etc. Everything is working great! So happy to have this HTC Evo 4g LTE working again.

For a while there, I thought all those iPhone fanboys had a point.

Mr. Ed said:

Glad to meet you and happy the fix worked!

Exchange does not appear to be "the" issue guys, I have successfully set up exchange on 2 phones now after fixing them.

Open settings, about, phone identity. If any information is missing you WILL have issues. It's just a matter of time.


To the best of my knowledge this CAN ONLY BE FIXED IN A STORE

Click to expand...

Hey Mr. Ed - I'm in a bind. I have the EXACT same issue as described... I've run through the gauntlet of hard resets, and mine is exhibiting the same behavior. I took it into the local Sprint repair and they threw their hands in the air after trying "everything". I even did the RUU for the same build when I brought it home, also no luck whatsoever.

So, on your suggestion, I looked at Phone identity and my "Current username" is blank. I liked the good old days when we could manually key in the user/pass for data. Guess not anymore.

Anyway, I know you said it can only be fixed in a store... Is there any way I can find out exactly what to tell the guys to do? Otherwise I'm stuck with a refurb for an otherwise babied LTEVO, whenever they happen to receive it. =\

Many, many many thanks in advance!

When I first got my evo I had this same issue.. Turns out the serial numbers on the phone did not match that of the box and when sprint activated my device they used the numbers on the box..make sure all your numbers are matching!

TokinAg said:

I was shocked to have this fixed in under 10 mins. Thanks for knowing just what to do. I got home, reinstalled all my apps, sync'd up all my accounts, etc. Everything is working great! So happy to have this HTC Evo 4g LTE working again.

Click to expand...

Any idea specifically what they did to fix it, for your situation? Or did they just take it behind the glass wall without saying much.

It is pretty clear that Mr. Ed cannot divulge the exact details, and that is perfectly ok.
Any of us without Sprint ties can share whatever we want though.

PyroSporker said:

Any idea specifically what they did to fix it, for your situation? Or did they just take it behind the glass wall without saying much.

It is pretty clear that Mr. Ed cannot divulge the exact details, and that is perfectly ok.
Any of us without Sprint ties can share whatever we want though.

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X2!

PyroSporker said:

Any idea specifically what they did to fix it, for your situation? Or did they just take it behind the glass wall without saying much.

It is pretty clear that Mr. Ed cannot divulge the exact details, and that is perfectly ok.
Any of us without Sprint ties can share whatever we want though.

Click to expand...

Well, I was told that in the stores, they have a machine that can completely restore a phone to original state. Somehow this is different than a factory reset. After that, they can restore your account to your phone.

I think this might be something called ghosting, where they wipe your Sprint Account info off of the phone and then "reset" it. I was told that this "blank username" problem has probably existed since I first received the phone and that all the cases Mr. Ed had seen, were related to phones bought during the launch / pre-sale.

I wouldn't be surprised if our phones were those that were pulled out for "random testing" during the Evo-gate saga... then put back into the wrong box, so the Serial Numbers used to activate the device did not actually match up with the phone.

3vodroid said:

When I first got my evo I had this same issue.. Turns out the serial numbers on the phone did not match that of the box and when sprint activated my device they used the numbers on the box..make sure all your numbers are matching!

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Completely different issue


Ghosting is by no means a proprietary term. I decoded to call phones missing info "ghost phones"

Boo!

Mr. Ed said:

Completely different issue


Ghosting is by no means a proprietary term. I decoded to call phones missing info "ghost phones"

Boo!

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ok, sorry.. only reason i figured id mention it is bc my phone had no/wrong info on the phone identity screen.

3vodroid said:

ok, sorry.. only reason i figured id mention it is bc my phone had no/wrong info on the phone identity screen.

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That issue definitely happens from time to time, not sure how but it does.

TokinAg said:

Well, I was told that in the stores, they have a machine that can completely restore a phone to original state. Somehow this is different than a factory reset. After that, they can restore your account to your phone.

I think this might be something called ghosting, where they wipe your Sprint Account info off of the phone and then "reset" it. I was told that this "blank username" problem has probably existed since I first received the phone and that all the cases Mr. Ed had seen, were related to phones bought during the launch / pre-sale.

I wouldn't be surprised if our phones were those that were pulled out for "random testing" during the Evo-gate saga... then put back into the wrong box, so the Serial Numbers used to activate the device did not actually match up with the phone.

Click to expand...

Glad to see Mr. Ed was able to fix your phone TokinAg. Question about your issue in relation to mine. Were any details within the "Phone ID" section missing before you encrypted the internal storage? Or did anything go missing only after encryption? My phone seems to work fine unless I attempt to encrypt the internal memory, that's when I get the vDM error, no MMS, cannot use dialer codes, etc. However, currently I am not using encryption and all my details in the phone identity screen seem accurate.

It seems like people with the "Error Code 97" issue are missing identity details without encryption...if this fix only addresses those folks I'm not sure it will do anything for me. I just want to be sure my case can be resolved using Mr. Ed's method before wiping my device for the 10th time.