Help Phone Won't Start (boot cycle?)

[CSM101]

Hello Everyone,

My wife's phone went into what I assume is a boot cycle, never getting past the HTC splash. Then, instead of the HTC splash, it went to a splash with the three androids on skateboards, and then to this boot screen.

The phone is unmodified from Verizon. I tried researching before posting, but it looks like the menu is missing some items, like the hard reset. Any help appreciated.

 

[EarlyMon]

You have one hope.

See where it says HBOOT?

That's a menu option - tap power to select it.

In HBOOT, you'll see a FACTORY RESET.

Try it - your storage partition definitions are messed up, that may save it.

Also under HBOOT is the RECOVERY option - and a different factory data reset option is there - try that as well.

HTC offers free downloads of rom utility packages that almost always fix this for every US carrier - except Verizon who insists otherwise.

If the steps I've mentioned don't work, you're going to have to take it in.

 

[CSM101]

EM, thanks for the suggestions! I'll give it a try when I get home tonight and post results here.

Will the Factory Reset or Recovery options wipe personal data such as photos and videos?

 

[EarlyMon]

EM, thanks for the suggestions! I'll give it a try when I get home tonight and post results here.

Will the Factory Reset or Recovery options wipe personal data such as photos and videos?

Right now your storage partitions are hosed - so while those steps normally might not clear your media, right now you want to consider anything not on the physical sd card (if you have one) as gone for good - and hope for the best.

 

[CSM101]

Well...selecting factory reset just resulted in getting the same screen above. Then selecting Recovery yielded the same thing.

Taking this to Verizon may help?

Out of curiosity, how were you able to determine that the partitions are kaput?

Thanks.

 

[EarlyMon]

INVALID_VER_INFO on the radio baseband id, worse that it's also showing on the audio DSP store.

Definitely take it to Verizon for them to apply the RUU, and best luck with that.


RUU = HTC rom update utility, its proper name and abbreviation, in case that helps when chatting with them.

If they have it, it's up to a 30 minute procedure - give them the phone with a 50% or better charge on the battery.

 

[CSM101]

Took it to the local store over the weekend. They weren't much help. Said it happened to a few of their demo phones and the remedy is to send it in to HTC. Then my wife called Verizon, and she said that the person on the phone hinted that the store employees don't always know what they're doing. Verizon phone rep provided this link with instructions on what to do: https://www.verizonwireless.com/support/knowledge-base-116968/

Will look at it tonight.

 

[EarlyMon]

Verizon has reinvented the HTC RUU. That's a new one on me.

I'll keep my fingers crossed - the web page lists that it's for the original version, an RUU would need to be at your current version or later. Hopefully the tool is updated even though the website isn't.

But - it's exactly the right thing to try.

Keep me posted.

 

[CapThrowback]

Took it to the local store over the weekend. They weren't much help. Said it happened to a few of their demo phones and the remedy is to send it in to HTC. Then my wife called Verizon, and she said that the person on the phone hinted that the store employees don't always know what they're doing. Verizon phone rep provided this link with instructions on what to do: https://www.verizonwireless.com/support/knowledge-base-116968/

Will look at it tonight.

That is indeed interesting. Never seen that before. I'll have to keep that link in my back pocket for future reference .

 

[CSM101]

Well...good news and bad news.

Bad news: The HTC Sync Manager referenced by Verizon didn't recognize any software to repair. The PC PnP recognized the phone as soon as I connected the USB. After starting the Sync Manager, the device selection just showed "None."

Good news: After reporting status with Verizon, the rep determined this to be a manufacturer's defect and is replacing the phone since it's still within the warranty period.

So this is resolved through complete phone replacement, but no fix to the software/firmware determined.