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HTC One Error Messages

GrandMaster

Re: HTC One Error Messages

This is all i could locate on this error code..not that it explains anything..

 

1.  Re: Getting error message all day that states Unable to establish wireless data connection LTE ESM 6...

  

 

  

  

Hotflash61,

Thanks for the reply.  The best way to be able to restore your HTC One's ability to update profile and PRL is to chat with a HTC Device Support Representative that will be able to guide you through restoring that functionality.  You can reach them via chat through this link:

http://www.htc.com/us/contact/chat/.

one additional thing you might try is to punch into the dial pad ##873283# and let it do the handsfree activation again...it will also do a PRL update while its at it and i believe it does a Profile update as well..but run it through that and see if anything improves. post what you see or what it does.

*********************************************************
I like many others come onto this site for assistance and to help others where we can when we can. Marking a reply as helpful or correct helps others with like issues when they try to search the site for assistance. I do not work for Sprint and my suggestions and or opinions are my own. *************************************************************************************************************
GrandMaster

Re: HTC One Error Messages

after it does the handsfree activation give it a while..it will automatically do the other updates after that..sometimes it takes about a minute for it to pop up and do it..so dont try to do any other updates or open any apps until its fully done.

*********************************************************
I like many others come onto this site for assistance and to help others where we can when we can. Marking a reply as helpful or correct helps others with like issues when they try to search the site for assistance. I do not work for Sprint and my suggestions and or opinions are my own. *************************************************************************************************************
Master

Re: HTC One Error Messages







sarniab,



Thank you for the posts.  Since you are still receiving this error message after the update I think it would be best to chat with a HTC Product Support Specialist 

http://www.htc.com/us/contact/chat/.  Let them know of the errors that you are getting and that you have received the update and it is still occurring.  Thank you.



Thank You,

 



Sprint Social Care Team

Michael C.




Highlighted
Master

Re: HTC One Error Messages







sarniab,



This is pretty crazy. I would like to jump into this head first and see what we can figure out. Would you mind sending my team and I a PM with your phone number, PIN, and a link to this conversation? I would really appreciate it.



Sincerely,

*Ben

Social Care




Journeyman

Re: HTC One Error Messages

Re: HTC One Error Messages

I have had the same problems since I updated.

Here is what I have done.

1. Spent an hour on the phone with sprint tech . She  tried tons of trouble shooting steps. (restart, updating etc... and they couldn't figure out the reason.  tried tons of trouble shooting steps. sent me to store.

2. went to sprint store, there they factory reset the phone and said it is fine.

3. After arriving home I started getting the errors and I was STILL having problems. I saw this thread and I chatted with HTC as sited above. They had me clear the cache on the phone using HBOOT and that didn't work. they told me that I have to contact Sprint to "verify the marriage between the device MEID and the SIM Card # in their system".

4. Contacted Sprint. They tried all the usual trouble shooting steps, and verified the above.  Again I had the same problems including the Errors.  Finally after a long time, the rep told me that there is nothing he could do.  He is passing the problem over to some other person at sprint and that they hope to get back to me in 72 hours.



Journeyman

Re: HTC One Error Messages

Before HTC will consider any warranty claim on the device, they will request that Sprint change out the SIM card to confirm that the issued is not SIM card related. We did have Sprint replace the SIM card and the phone worked for 1/2 a day, then went back to the same error messages. For anyone contacting HTC, they will offer you a warranty repair (not replacement). You will have to pay for all shipping to HTC. The customer service person I spoke to at HTC, told me that I could return for warranty repair or await the software update to address these errors. After the update, we are still getting error messages on both phones, in addition to a Sprint ID configuration error message that cannot be cleared. This update was a fix?

Master

Re: HTC One Error Messages







tleeqa81,



Thank you for the post.  I'm sorry to see that you are getting errors after the latest update.  When the update was installing did you have a strong connection?  Was it done Over the Air through a data connection or were you on wifi at the time?  If it allows you to go between screens; does the network setting say EHRPD or EVDO-rev A?



Thank You,

 



Sprint Social Care Team

Michael C.










Journeyman

Re: HTC One Error Messages

Michael,

As I do not have 4G available at home or work, I did the updates on both of our phones from my home WiFi network. Sometimes our home WiFi network is the only reliable way to update our profile and prl. Under the network settings the following information is displayed: Operator name: Sprint, Signal strength:  -97 dBm, Mobile network type: eHRPD, Service state: In service, Roaming: Not roaming.

Master

Re: HTC One Error Messages







sarniab,



Thank you for the reply.  While I'm not happy that you are still having issues; the way the settings display actually shows signs that this issue is resolvable.  I see that you have spoken to an HTC Specialist and that switching out the SIM only helped temporarily.  Has the Sprint ID configuration error message been with you from the start?  

Since you have two models that are the same the first thing I would do is see if the phone's actually match up to the correct number. (Basically see if the devices have not been flip flopped and configured to the wrong device as this often leads to a configuration error).



Thank You,

 



Sprint Social Care Team

Michael C.




Journeyman

Re: HTC One Error Messages

Michael,

The Sprint ID configuration error message came up after the update and is only present on one phone. Prior to swapping out the SIM card on one of the phones, we had verified the SIM cards installed on each with a Sprint agent. In addition to verifying this, Sprint has done three factory resets on one phone and two on the other phone since June 2013. We have also done advance troubleshooting on both phones with a Sprint Enhanced Wireless Support agent. I had sent a PM to at the request of *Ben at SprintCare with our phone numbers and PIN in order took into these issues further.