Motorola SI25 Service Manual

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Middle East & North Africa

Personal Communication Sector

Triplets - Phone hangs when capturing in low light conditions

Field Service Information

Our Reference: SI22_3_2004

Date: March 31, 2003

Pages (including this page): 2

Prepared by:

Mohamed Morsy
Customer Services Manager,
Middle East & North Africa

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Classification:
Motorola Internal Information
Strictly released for Motorola Authorized Service Center Use only.

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Middle East & North Africa

Date: March 31, 2003

Our Reference: SI22_3_2004

Product/System:

Subject:

Problem:

Service is aware of an issue, identified in the 2nd 200 NPI Analysis of GSM Triplets, with Agilent N03/N04
camera module. Some units, returned with a customer complaint of
“Operation, Hangs/ Freezes/ Locks up” were found to hang/lock up when capturing picture in low light
conditions. It has been confirmed that only Agilent N03/N04 camera modules contribute to this issue.

Solution:

Short Term: The solution is a software patch to address a hardware problem. The problem has been

corrected in software versions TRIPLETS_G_0B.09.2ER and all later versions. With this version the phone
will display an error message ‘Picture Capture Failed’ rather than lock up, then phone can capture again.
Long Term: Development Team is working with Agilent to improve the camera module.

Field Service Action:

Customer Returns:

For Triplets phones (GSM V300, V400, V500, V525 ) returned to Service Centre with the Customer
Complaint of “Operation, Hangs/ Freezes/ Locks up”, please follow the procedure below:

1. Confirm with customer if phone hangs when capturing in low light condition.
Reproduce procedure as below: (with Test SIM or Live SIM)

2. per normal Service Procedure, Re-Flash/Re-Flex unit to the latest approved version for region equal or
later than TRIPLETS_G_0B.09.2ER.

3. Retest the unit per the Customer Complaint to verify unit is repaired and does not exhibit failure
Symptoms.

Service Entry Codes

Please ensure that repairs of this type are logged on to the applicable database as follows:

Global M-Claims Codes:

Customer Complaint Codes: OPR07 (Operation - Hangs/ Freezes/ Locks Up)
Problem Found Code: OPR07 (Operation - Hangs/ Freezes/ Locks Up)
REF Designator Code: N/A
Repair Code: SWU08 (SW upgrade/Reflash-CSB/FSB)

1) Enter Camera mode then take a picture in low/dim/dark light. (Note: You can simply put one finger
on the camera lens to simulate a dark background.)

2) Press Capture to take a picture. (Note: some times it will take you several times to reproduce it.
Once you find the phone hangs, then you can see soft reset after 1 minute or later, or the phone
keeps locking up.)

a) If unit is not repaired by Re-Flash/Re-Flex, then proceed with normal troubleshooting
Techniques as per the customer complaint.

V300, V400, V500 & V525

Triplets - Phone hangs when capturing in low light conditions

FIELD SERVICE INFORMATION

Classification:
Motorola Internal Information
Strictly released for Motorola Authorized Service Center Use only.