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Problems with Pocket Express and Instinct phone in general

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Journeyman

Problems with Pocket Express and Instinct phone in general

The Samsung Instinct M800 phone has the pocket express application on it from Handmark. One of the "sub" apps is the news. I've been having ongoing issues with this not working properly since Aug. I posted this issue in the forums. About three months went by, and I received a private msg from someone who I believe might be a Sprint Employee. I've been communicating with this person from October to November and although it has been forwarded to the development team (?), there has been no resolution to this issue.

I decided to send Handmark Support a msg regarding this issue. I have received replies from Handmark Support, but unfortunately, the replies aren't anything in terms of a solution. I took the phone in to a Sprint store for service on  12/15/09. My concern in taking it in for service is that ultimately, my phone will have a hard reset done, which I wanted to avoid. I expressed this concern to the representative that assisted me when I walked in. I wasn't made aware of this, but the support tech reloaded the phone software which still wiped out everything. After picking up the phone, the support tech asked me to check it out and see if the issues had been resolved. As luck would have it, I was able to reproduce the issue of the videos in pocket express not playing. So, the phone went in for service, the software was reloaded, and I lost everything on the phone in terms of customizations, and in the end, the issue wasn't resolved.

If support can't fix it, they will order a refurbished phone for replacement. That is the other part of my concern -- what is to say that the same problem won't occur on another handset. Additionally, I was not aware of this at the time of purchase, but the ORIGINAL phone I have right now, is in fact a refurbished phone and not a brand new one from stock.

At this point, the conclusion that I would have to come to is that Sprint Support doesn't know how to resolve this issue. It would be reasonable to think that Handmark would know how to fix this, since it's their application, but that doesn't seem to be the case.

In light of the issues I've had with this phone, which are documented in terms of e-mails, phone calls, and store visits, what is the possibility of being able to upgrade before March (1 year with current phone) using the full credit available. IF, i were to decide to get a "better" phone and that phone was with a different carrier, what is the possibility of leaving the contract without the ETF?

31 REPLIES 31
Master

Re: Problems with Pocket Express and Instinct phone in general

Pocket express on the Instinct has had this issue for over a year, Well documented, Do a search using "Uncaught Exception" "Pocket Express" "Handmark" You'll see just how far back it goes. Their "FIX" seems to be temporary at best, This is one app that they removed from the S30 and don't seem to be too concerned on finding a permanent fix for on the "End of Line" Instinct.

It either gives you an "Uncaught Exception" error or throws you back to the "Web" screen.

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These are all the workarounds posted on how to get it to your phone, NONE OF WHICH WORK ANYMORE!

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Open the browser on the phone and goto Sprint's homepage in the bookmarks, On the top right corner is a yellow box(Instinct Software Update)(This was the OFFICIAL FIX may no longer be there) That is the update for the uncaught exception.

Or you can send a text to your phone with this in the subject; http://www.handmark.com/downloads/2483/SamsungM800EX.jadhttp://www.handmark.com/downloads/2483/SamsungM800EX.jad

Or Click the link http://www.handmark.com/downloads/2483/SamsungM800EX.jadhttp://www.handmark.com/downloads/24...sungM800EX.jadand download it to your pc and use this uploader site to send it to your phone.

http://144.230.114.37/adp6/upload/

Or type http://pxme.us/in2//link into the phones browser, If that don't work try the link WITHOUT the http:\\ part so it was JUST ' pxme.us/in2// ' (without quotes) in the address field.

On this last one it has been reported that removing the "http://" would work. But it has been a long time since these were posted. A hard reset may be the only fix, If you do avoid updating it if it is working after that.

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Chances are slim of getting your upgrade early if going thru normal customer care, If you will/can say who have you been PM'ing with? If was any employee here with any clout maybe they can get you hooked up with receiving a different phone.

You could try to email dan@sprint.comfirst and voice your concern, Some one from executive services will contact you.

If you want to leave this is your chance of leaving without the ETF

Sprint has begun including the following notice to customers receiving their latest invoice:

Regulatory Charge/Ts&Cs Changes
Effective 1/1/10, the Regulatory Charge will increase to $0.40/line. Visit Sprint Ts&Cs or sprint.com/taxesandfees for details; also effective 1/1/10, the Sprint Terms & Conditions (Ts&Cs) are changing. Please review them carefully at sprint.com or on request.

The updated terms and conditions for 2010 are now available for review, while the taxes and fees table has yet to be updated with the new regulatory charge information. As is the case with material changes, Sprint customers have 30 days from the receipt of the notice in the invoice to cancel service without a termination fee if one does not agree with the changes.

Update: In addition to the above changes, Sprint will also be assessing an additional $4.99 fee on accounts with spending limits on the same day, which is another material change to the agreement.

Message was edited by: Levi4u

Journeyman

Re: Problems with Pocket Express and Instinct phone in general

Considering the cost of the phone and considering how much I pay for service each month, I expect that the phone will work properly. Having this issue with the Pocket Express along with constant error messages with the web function and with the Navigation system not updating as I am driving down the road (no weak GPS signal message is displayed), this phone does not work 100%, and really hasn't worked correctly since having it. Is this maybe the reason for the S30 and then the Instinct HD -- three generations of an Instinct phone that are all essentially the same?

Before the default web browser got updated, I used to have the update software button. Now that button is no longer there. I've got the latest version of pocket express because the service technician reloaded the phone software and the first time I accessed pocket express, I got a prompt to update, which I went ahead and did. When I called Sprint after returning back from the store to pick up my phone, I discussed this issue with them and they sent a text message with a link to download pocket express. So you see, despite numerous resets that have been done on this phone, nothing has resulted in a fix for the pocket express issue and the other issues I've mentioned.

I've received the uncaught exception error message, but it was when I was playing a game on the phone. I got that error almost every time I played a certain game, so I haven't bothered reloading that game on the phone. When the news headlines in pocket express update, and get thrown back to the web screen.

Now, I've seen postings about new fees that are being charged. Sprint has FAILED to send me my electronic bill for the past two months (NOV and DEC). Sprint has actually sent me a text message on my phone stating that the e-bill delivery has failed. I looked at my account settings online and had always been subscribed to e-billing, but Sprint claims that was never set for my account. I haven't officially been notified in writing in the form of a notice sent in the mail about new fees. I suppose I will have to look at my latest bill and see if there is anything mentioned about that.

The person who I have been PM'ing with is "cmartin" -- I thought this was a Sprint employee, but I think their profile changed to show that they just joined the forums in October. I don't see the sprint logo by their name.

Wizard

Re: Problems with Pocket Express and Instinct phone in general

Sorry to hear about the problems you are having with your Instinct and with follow-up to your contacts with us.  If you would like to PM your account information, I would be glad to help.

Master

Re: Problems with Pocket Express and Instinct phone in general

http://community.sprint.com/baw/thread/23164?tstart=0

http://community.sprint.com/baw/thread/25685?tstart=0

(removed wording) It is NOT a issue with any one person's phone, It is ALL INSTINCTS! has been REPORTED FOR OVER ONE YEAR!!!!!!

Pocket express on the Instinct has had this issue for over a year, Well documented, Do a search using "Uncaught Exception" "Pocket Express" "Handmark" You'll see just how far back it goes.

At this point, the conclusion that I would have to come to is that Sprint Support doesn't know how to resolve this issue. It would be reasonable to think that Handmark would know how to fix this, since it's their application, but that doesn't seem to be the case.

Message was edited by: izzyks

Journeyman

Sprint Absolutly Sucks Problems with Pocket Express

Hey All,
I reloaded pocket express based on the sprint help instructions using pxme.us/  it say's the browser is not compatible with this download.  My original issue is that the weather is not working.  I also tried downloading it from handmark and after downloading it says: this issue has been reported try later erro 904 content size mismatch.

Now i'm just using snaptu and it works great.

Had Sprint 2nd level on the phone last night.  Gave me 2 updates of pocket express of which I already had.  Nothing worked.  Said he would get a specialist and call me back in about 15 min.  It's now 24 hours later and I have heard nothing.  Well I guess my next phone will be with another carrier (may not be much better), but it's time to hit Sprint in the wallet as they are hitting ours.  I hope others will join the cause.

Thanks in advance,
o2

Journeyman

Re: Sprint Absolutly Sucks Problems with Pocket Express

I managed to get a conference call with customer service and sprint support (but only because of the numerous follow up mesages and perhaps because of the help of the admins here in referring my issue up to Sprint). The first thing addressed after "re-provisioning" the phone was the pocket express.

Levi -- I understand that pocket express issues go way back. Maybe I've just been lucky that my issue doesn't involve the uncaught exception, and maybe I've been lucky that my issues with pocket express started around August or so, and have continued on and off since then.

I explained to the tech that I had already previously gone through the steps of updating pocket express, but the tech strongly suggested that I should download pocket express via the handmark website, so they gave the address. It got all the way to the end and I got the 904 error. I tried once more, and got the same result. The tech sent me a text message with the link to download, but that link pointed to something at handmark, and the content couldn't be found. I tried downloading again, and got a 903 error. Finally, on the fifth attempt, it worked. This is one thing that I am trying to illustrate as being a problem -- the fact that it took 5 attempts to get pocket express to download. Another thing that I am trying to illustrated as being a problem is the fact that the videos don't play. EVERYTHING that has been done to this point (which includes a hard reset and downloading pocket express about 3 or 4 times) still has not fixed the problem. It doesn't seem that this of concern to Sprint. The extent of what can be done is reset the phone, download pocket express, and then if all else fails, order another phone through the insurance. Why would I want another Instinct phone with the same problems?

Journeyman

Re: Problems with Pocket Express and Instinct phone in general

I am on my 4th Instinct Phone and I have called, emailed and even spent 3 hours in a tech store to correct the problem. I have not had any luck with getting answers or a different phone. My cousin is leaving Sprint because of the problems with this phone and the only thing everyone seems to offer is to pay more money for an upgrade and extend the current contract. I am so pass the Instinct that I requested that I not receive another Instinct and if I do I will be taking my service over to someone else!!! Help me find a solution to my problem because now my calls are not coming through and it is going straight to voicemail and I am on the 400min plan. Any suggestions on what store or manager I can speak with because they are telling me only a corporate store can make the decision to give you another model phone and to my surprise the store that I spent 3 hours in was the corporate store and the only thing they tried to do for me was have me purchase a $500 phone and extend my contract. I am not a happy customer and as to the Pocket Express application I think that it's main purpose is to say "uncaught" "not available", my applications don't work and they are always sending me links to download so that it will work and it works for a few hours and then its back to square one. Oh yeah Christmas Day my phone just went out while I was on the phone with a person from the customer service tech center and she called me back and it went straight to voice mall. Someone also advised me to call Samsung and tell them about the problem and Samsung told me to call Sprint because that's who I purchased the phone from and that I should have insurance on the phone and be able to swap it out for another phone and Sprint says I can only get another Instinct. The Devil is a Liar!!!!

Journeyman

Re: Problems with Pocket Express and Instinct phone in general

The only thing I haven't done is request a new phone (new Instinct). Sprint has tried to do that, but I have always hesitated to accept the offer a replacement. My question is always "what's to say that the same problems won't be present on another Instinct phone?" The last time I had my phone in for service and the issue that it was brought in for wasn't fixed, I tried to ask about getting a completely different phone. Sprint wouldn't approve that since my upgrade eligibility was in March and I was trying to get a different phone model in December. They suggested to call customer service, but they wouldn't approve it either.

I've actually received the same response from Samsung -- contact Sprint. As for Pocket Express, Handmark right now seems to be mirroring everything that Sprint is doing -- send the link to download the application; reset the phone. I guess this issue is really puzzling in terms of a solution. I suppose if I just forget the fact that the videos don't work, then everything is fine with the application ... so far.

Journeyman

Re: Sprint Absolutly Sucks Problems with Pocket Express

I've sent a message to Sprint's device management team to see if they can help. I'll post an update once I have more information.

Message was edited by: izzyks

Journeyman

Re: Sprint Absolutly Sucks Problems with Pocket Express

izzyks wrote:

I've sent a message to Sprint's device management team to see if they can help. I'll post an update once I have more information.

Message was edited by: izzyks

Thank You

Journeyman

Re: Sprint Absolutly Sucks Problems with Pocket Express

One member found a fix.....so far, question is, what happened to fix the issue if it's the same version, but somehow upgraded?

here's the link http://www.instinct-samsung.com/index.php?topic=12922.msg107131#msg107131

Is there a fix?

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