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Consumer Solutions & Support
US Competency Center
600 North US Highway 45
Libertyville, Illinois 60048

Website: gs.mot.com

FIELD SERVICE BULLETIN

FSB Number:

LVCCFSB2005-326

Author:

Hien Huynh

Date:

November 4, 2005

Total No. of Pages: 2
Subject:

GSM V360 – Software Hangs/Freezes/Locks

Phone Models: GSM V360
Level of Repair: 1

Problem

Service is aware of an issue, identified in the NPI Analysis, for some V360 units returned with
a customer complaint of “SW/Feature/Operation – Hangs/Freezes/Lock-Up”. The phones will
freeze if the user attempts in- line editing of an email message when selecting “New Email” in
the Message Center. Customer has to remove the battery to recover the phone. The
following phone models & software versions are affected:

- EMEA, Asia, SSA with R4513_G_08.B7.2ER_A
- Australia, Taiwan and Vietnam with R4513_G_08.B7.30R -
- EMEA with R4513_G_08.B7.56R_A
- PRC, Telefonica with R4513_G_08.B7.58R
- LatAm – Telefonica Mexico and Claro with R4513_G_08.B7.85R
- North America – T-Mobile and Rogers with R4513_G_08.B7.86R

Solution

There has been a software change integrated into the software releases listed below to
resolve the issue.

- EMEA, Asia, SSA with R4513_G_08.B7.2ER_B or later
- Australia, Taiwan and Vietnam with R4513_G_08.B7.30R_A or later
- EMEA with R4513_G_08.B7.56R_B or later
- PRC, Telefonica with R4513_G_08.B7.58R_A or later
- LatAm – Telefonica Mexico and Claro with R4513_G_08.B7.85R_A or later
- North America – T-Mobile and Rogers with R4513_G_08.B7.86R_A or later

MOTOROLA INTERNAL USE ONLY

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Consumer Solutions & Support
US Competency Center
600 North US Highway 45
Libertyville, Illinois 60048

Website: gs.mot.com

Field Service Action
Customer Returns:

When servicing affected phones of the above-mentioned models with Customer Complaints
relating to “Hangs/Freezes/Locks Up” then:
1. Verify Customer Complaint by following steps:
A. Go to Message Center

ÆCreate Message ÆNew Email

Phone shows email message editor.

B. Enter some text. Doesn’t matter how many characters. Press OK.

Phone shows To: _____________

C. Enter the email address and press OK.

New Email address is accepted and the phone is back to the “New Email” screen.

D. Place the cursor at “Message”.
E. Pressing any key 1 - 9 will freeze the phone.
2. If the unit “Hangs/Freezes/Locks up” after reproducing issue, then per normal Service
Procedure, Re-Flash/Re-Flex unit to software version list above, or latest approved version
for your region.
3. Retest the unit per the Customer Complaint to verify unit does not exhibit failure
symptoms

.

4. If unit is not repaired by Re-Flash/Re-Flex, then proceed with normal troubleshooting and
repair techniques as per the customer complaint.

Call Center Action:

If the customer calls with any of the above-mentioned complaints, please refer them to return
the unit for SW upgrade to a Motorola authorized service center.

Service Inventory:

Re-flash/Re-flex all affected models of GSM V360 units from inventory to software versions
list above, or latest approved version for region.

Service Entry Code

Please ensure that repairs of this type are logged on the Service Link database as follows:

Global M-Claims:

Customer Complaint: OPR07 Operation - Hangs/ Freezes/ Locks up
Problem Found: OPR07 Operation - Hangs/ Freezes/ Locks up
Reference Designator: N/A N/A
Repair: SWU08 SW Upgrade/ Re-flash-CSB/FSB

MOTOROLA INTERNAL USE ONLY

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