•
Check communication between Phoenix and prommer by using “Prommer Maintenance” - menu. If
prommer SW version is read successfully, communication is OK
•
Check communication to phone by using “Product Information” – menu. If phone information is read
successfully, communication is OK
•
Check tools and cables
•
Restart Phoenix and / or PC you are using, reset prommer and recreate connection
Check that your internet connection is working
•
Try to browse any web page in internet, like http://www.nokia.com/ . If not, check that the settings on
your PC allow web access. Try restarting PC.
Check that the data package on your PC includes support for the product code you try to restore or change
the product code into.
•
Open “Firmware Update” – menu and see if the product code you need is visible. If not, install DP supporting
the product code
If you experience problems with “Flash” – option selected
•
Try to run the same procedure without “Flash” – option selected
•
If procedure is OK without “Flash” – option, please try to flash the product SW separately by using
“Firmware Update” – menu
•
If flashing fails, are you getting the same errors at same phase of the process as you get when you try
restore or product code change with flash option selected?
If “Product Code Change” fails
•
Check the status of phone from NOL “Warranty Check”. Does the information in NOL match the current
status of phone? Please note that it may have been processed offline without Tucson connection.
•
If Product code change fails, always try the restore – procedure first so information in phone will match
the information in Nokia system, and then try to change the product code.
If you experience problems with DCT-4 models when using the FPS-21 Flash Prommer, please try FPS-10
instead.
Some phone software versions request SIM Lock data to be written in wrong format. In this case you should
use a special
tcsclient.dll
- version, which writes the data in correct format. Please see technical bulletin
documents for details.
Error reporting to Nokia
If you are not able to solve problems locally, a case can be escalated to local Nokia care or by using the GENIUS
tool directly.
Following information should be attached to the Genius case:
•
Service Software versions used ( Phoenix, prommer SW)
•
Product software version. If version change ( upgrade old -> new or downgrade new-> old) is involved,
both software versions are needed
•
Data package version
•
Variant version / product code. In case of variant change both old and new product codes are needed
•
Connection method to phone, tools used ( prommer, cables, adapters)
•
Screenshot of error with TUCSON LOG ID
•
Screenshot of “Phone information” UI
•
IMEI number and date of event
RM-721; RM-722
BB Troubleshooting and Manual Tuning Guide
Page 3 – 62 COMPANY CONFIDENTIAL Issue 1
Copyright © 2011 Nokia. All rights reserved.
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