Motorola V300, V303, V400, V500, V525 Service Manual

		Consumer Solutions & Support
		US Competency Center
		600 North US Highway 45
		Libertyville, Illinois 60048
		Website: gs.mot.com
	FIELD SERVICE BULLETIN
FSB Number:	LVCCFSB2004-50 (Rev A)
Author:	Rajesh Verma/Tony Bryan
Date:	March 12, 2004	rwo_Aus-NZupdate_June2,2004
Total No. of Pages: 4
Subject:	GSM Triplets - Neptune IC (Power Down in Sleep Mode)
Model Affected:	GSM V300, V303, V400, V500, V525, V600
Level of Repair:	3

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 circuitrythe 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.09.38R and all later versions.

Field Service Action

Customer Returns:

The following procedure must be preformed on all GSM Triplets phones returned through service, which has software older than Triplets_G_0B.09.38R.

1.Screen unit using either the Automated or Manual Screening procedures detailed in this FSB to determine if it is affected by this issue.

2.If the unit fails the screening procedure(s) and is related to this issue then, per the normal Service Procedure, reflash the unit with the latest approved software for your region equal or later than Triplets_G_0B.09.38R.

a.If the unit passes the screening procedure(s) and is not related to this issue, then follow the normal troubleshooting techniques per the customer complaint.

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

3.Re-Run the unit through the screening procedure(s) to confirm unit was successfully repaired and no longer displays the failure.

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

Note: Pending the approval of software version TRIPLETS_G_0B.09.38R by your region, units that are confirmed to be this issue should be processed as swaps. The failed unit can be held and re-flashed once this software version is approved by your region. Replacement Units must pass the screening procedure(s).

Service Inventory:

Screen all existing inventory using either the Automated or Manual Screening procedures detailed in this FSB to determine if it is affected by this issue.

Re-flash / Reflex all affected GSM Triplets units from inventory to software versions TRIPLETS_G_0B.09.38R or latest approved version for region.

Call Center Action:

If the customer calls with any Power Down complaints, instruct them to perform

Step 1 under Manual Screening Procedure detailed in this FSB to determine if the unit is affected by this issue. If complaint is confirmed to be related to this issue, then have the customer return the unit to an authorized service center for SW upgrade.

Service Entry Code

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

Global M-Claims Codes:

Customer Complaint:	TON03-Auto Power Down in Standby
Problem Found:	TON04-Auto Power Down in Standby
Reference Designator:	U-Integrated Circuit and Module
Repair:	SWU07-SW Upgrade/ Reflash-Corrupt

ASIA Service Entry Code:

Fault Code:	17-Auto Power Off
Repair Code:	03-Reprogram/Realign

PRC E-service Entry Codes:

Fault Code:	2003-Auto Power Down in Standby
Repair Code:	2107-SW Upgrade/ Reflash-Corrupt

MOTOROLA INTERNAL USE ONLY

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