Motorola SI28 Service Manual
M
Middle East & North Africa
Personal Communication Sector
Field Service Information
Triplets - Neptune IC (Power Down in Sleep Mode)
Our Reference: SI23_3_2004
Date: March 31, 2003
Pages (including this page): 2
Prepared by:
Mohamed Morsy
Customer Services Manager,
Middle East & North Africa
)
Classification:
Motorola Internal Information
Strictly released for Motorola Authorized Service Center Use only.
M
Middle East & North Africa
Date: March 31, 2003
Our Reference: SI23_3_2004
Product/System:
Subject:
Problem:
Service is aware of an issue, identified in the 1st 200 NPI Analysis of the all GSM Triplets models, with the
Neptune LTE IC. A large percentage of the customer returns, returned with complaints of “Power Down in
Standby” and “Phone Powers Down” were found to display the following symptoms. The unit will power
down upon entering Sleep Mode when powered on using a battery. Analysis revealed the failure was
caused by a faulty Neptune LTE IC where the Neptune’s PLL circuitry- the divider circuit in the PLL circuit is
getting corrupted when the part is in sleep mode. During normal operation the Neptune will wakeup
periodically as part of the operation of the phone but it is during this wakeup mode the failure occurs-the
Neptune goes to deep sleep mode and then completely shuts down.
Solution:
The solution is a software patch to address a hardware problem. The problem has been corrected in
software versions TRIPLETS_G_0B.09.2CR and all later versions.
Field Service Action:
Customer Returns:
When servicing affected models of GSM Triplet customer returns with complaints of “Power Down in
Standby” and “Phone Powers Down”, then follow the procedure below
1. Power up the unit with battery and wait till display’s backlights time out. Do not attach a charger or
USB cable because when using these, the unit will not fail. After the backlights time out the unit
will freeze but CLI will still be on. After a few seconds the CLI will also turn off and unit will completely
shut down.
2. If the failure can be duplicated by using the procedure described in Step 1above then Re-Flash/Re-Flex
unit to software versions TRIPLETS_G_0B.09.2CR or latest approved version for region.
a. If the failure can not be duplicated by the steps above, then proceed with normal
troubleshooting techniques as per the customer complaint.
3. Retest the unit, by following the procedure in Step 1, to verify unit is fixed and does not exhibit failure
symptoms.
a. If unit is not fixed by Re-Flash/Re-Flex, then proceed with normal troubleshooting
techniques as per the customer complaint.
Service Entry Code:
Please ensure that repairs of this type are logged on the Service database(s) as follows:
Global M-Claims
Customer Complaint: TON03 Auto Power down in standby
Problem Found: TON04 Auto Power down in standby
Reference Designator: N/A N/A
Repair: SWU07 SW Upgrade/ Reflash-Corrupt
V300, V400, V500, V525 & V600
Triplets - Neptune IC (Power Down in Sleep Mode)
FIELD SERVICE INFORMATION
:
Classification:
Motorola Internal Information
Strictly released for Motorola Authorized Service Center Use only.
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