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Help error code 97: phone is fubar'd
- Thread starter bassballboy
- Start date
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- Tags
- htc evo 4g lte
Agreed. I tried also and it's forcing me to encrypt internal memory as well as SD card. According to my Outlook policy, it says that any application data must be encrypted. I'm going to try to move all of the app files to the SD card and see if there's a way to bypass the encryption on internal memory, but I have a feeling it won't be successful.
This is a pretty severe oversight by HTC to knock out the ability to update profile/PRL once the internal memory is encrypted. There has to be a way to fix whatever file is involved with vDM once the internal memory is encrypted.
Please any Sprint employees on the board do what you can to make this issue a priority!
Thanks Mr. Ed, I agree this is probably an HTC issue but it should be relatively easy to fix with an OTA update.
Are there any other public channels customers can use to help these things get solved? I'm seriously considering moving to the S3 if this isn't resolved in a timely manner...even changing carriers if I have to.
Mr. Ed
Extreme Android User
You could definitely contact HTC. I am not entirely certain this is an issue exclusive to the EVO tho, we have seen ot on the S3 as well. It very well could be an issue within ics
PyroSporker
Android Expert
What "issue" are you guys referring to? I think we need to define the issue. There has been talk of multiple issues and multiple instances of issues. If we are not clear it only muddies the waters.
Mr. Ed
Extreme Android User
There are three issues concerning code 97 I am aware of, two of which I can discuss
The outlook issue that I have not had time to confirm
The airave issue that I really don't know much abou
And the third issue
evotitans
Android Enthusiast
Been out of the loop for awhile, anything good yet?
If it is the encryption error, it had to come from the last OTA update, as that is right about when the issue occured.
If I knew how to read code like that, I'm sure could find what changed in the software.
I didn't have this issue prior to the update. For now I have just been leaving Outlook off. It's annoying not having the push email, but I'd rather make sure my MMS and Voicemails are getting thru.
If it is the encryption error, it had to come from the last OTA update, as that is right about when the issue occured.
If I knew how to read code like that, I'm sure could find what changed in the software.
I didn't have this issue prior to the update. For now I have just been leaving Outlook off. It's annoying not having the push email, but I'd rather make sure my MMS and Voicemails are getting thru.
The issues myself and Evotitans are referring to are not really concerning code 97. I've never seen this error code on my device. The issue I'm referring to is when trying to perform a PRL/Profile update, the application force closes and does not execute properly. Other things we are experiencing:
- MMS send/receive errors
- Dialer Codes not functioning
- Cannot access PRL/Profile menu after the force close occurs a few times
- Under Sprint Zone app, the "Voice" test shows a "fail"
The ROOT CAUSE of this issue seems to be when attempting to encrypt the internal phone storage ONLY on the Evo. Encrypting the SD card doesn't cause the issue and this is NOT an Outlook specific issue. What seems to be happen is once I attempt to encrypt the internal memory, it leads to all the issues described above. My thought is that something to do with the profile/vdm file is corrupted during the encryption process, but I also think it only started occurring after the latest OTA update as we were not experiencing these issues prior.
evotitans
Android Enthusiast
I can confirm it was after installing the update.
This EVO, my 2nd was not updated when I received it. So of course re-adding everything, including Outlook(Encryption) wasn't affected.
It was until a couple days later I finally got the OTA update(Must have never noticed I wasn't up to date) is when the vDM client/profile issue occurred.
This EVO, my 2nd was not updated when I received it. So of course re-adding everything, including Outlook(Encryption) wasn't affected.
It was until a couple days later I finally got the OTA update(Must have never noticed I wasn't up to date) is when the vDM client/profile issue occurred.
Mr. Ed
Extreme Android User
Both are tied together via the corrupt profile.
Providing as much info as I can to those that need to see it but please let me set expectations. I am in no way here as an advocate of Sprint or in a position that I can promise resolution. I can forward the info on and experiment with my own device in an attempt to find resolution. The difficulty I have right now is time. My position with Sprint is not even remotely technical in nature
I am simply a tech savy sales manager that got in to the biz because it has been my hobby for the past few years.
Both are tied together via the corrupt profile.
Providing as much info as I can to those that need to see it but please let me set expectations. I am in no way here as an advocate of Sprint or in a position that I can promise resolution. I can forward the info on and experiment with my own device in an attempt to find resolution. The difficulty I have right now is time. My position with Sprint is not even remotely technical in nature
I am simply a tech savy sales manager that got in to the biz because it has been my hobby for the past few years.
I'm not sure I agree with you now about the corrupt profile. After performing a factory reset on my device, nothing about my profile seems to be corrupt. Everything works as it should. However, after I encrypt the internal memory, that's when it all goes to SH*T. Can you confirm if something during the encryption process is causing the profile to be corrupted, and can this issue be fixed with encryption enabled on the internal memory at a store?
I'm not keen on believing a store tech would be able to refresh my profile while the internal memory is encrypted without doing a factory reset. I also agree with Evotitans in thinking this has something to do with the latest OTA update, as we both had encryption prior to the update and were not experiencing this issue.
I had the Error 97 on my phone yesterday afternoon. I lost all data and voice. I soft reset my phone and all the data started working again and I had 3G. I thought everything was fine until I tried to make a call later in the afternoon. I lost all voice/text ability. I called and talked to someone at Sprint and ended up doing a hard reset. Nothing worked, even the hard reset.
I took the phone into the corporate store and had a tech look at it. I wasn't expecting much, but he was able to reload everything from the computer and now it's working. He tried the obvious, but nothing. He did say he had seen this a few times and was lucky his has been good so far.
I took the phone into the corporate store and had a tech look at it. I wasn't expecting much, but he was able to reload everything from the computer and now it's working. He tried the obvious, but nothing. He did say he had seen this a few times and was lucky his has been good so far.
PyroSporker
Android Expert
Thanks for your info.
Any idea what he did on the computer? Or can you find out?
It could be helpful to know for others in case they run into similar problems. (Some techs do not know how to fix this issue yet, you got a good one)
Do you happen to be in one of these cities listed in the first or second round?
S4GRU.com | Network Vision/LTE Deployment Running List
I didn't get all the details on what the tech did. He said that he reinstalled all the software since the reset didn't work. I guess if a setting was corrupted, then resetting wouldn't help. He completely reloaded all software from his PC and it worked.
I am in the KC area, so I do have 4G to some extent. It's pretty spotty for me.
I am in the KC area, so I do have 4G to some extent. It's pretty spotty for me.
PyroSporker
Android Expert
Some others have mentioned techs re-installing software, but with less successful results.
Glad it worked in your case.
Mr. Ed
Extreme Android User
In the less successful cases the techs may have done the wrong process or it could be a deeper issue (like the encryption)
PyroSporker
Android Expert
PattiCakeUS
Android Expert
I had both the error 97 and vdm error a couple weeks ago, but as far as I know there's not any encryption of anything on my phone so it seems like that can't have been the cause of my errors - although it did happen some time after the OTA update but that doesn't really help me pinpoint the cause of my errors. So - since I don't use outlook and don't have an airave, I guess that makes me part of "the third issue" - which it sounds like is a complete mystery?
Mr. Ed
Extreme Android User
It is not a complete mystery. Your local Sprint Corporate repair store can fix it. The fix is considered proprietary information that I can not personally share.
Mr. Ed
Extreme Android User
PattiCakeUS
Android Expert
Last month when I had this problem I took my phone to a Corporate store, they messed with it for a long time and couldn't figure out how to fix it so they eventually swapped out my phone.
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.
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.