Motorola V550, E550, V620 Service Manual

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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: LVCCFSB2005-62
Author: Tony Bryan
Date: March 15, 2005
Total No. of Pages: 2
Subject: GSM Triplets Refresh – Phonebook Settings
Phone Models: GSM E550/V535. V550/V545, V620/V600i
Level of Repair: 2

Problem

Service is aware of an issue, highlighted by the field, on the GSM Triplets
Refresh products. Some units, returned with customer complaints in the category
of “SW/Feature/Operation” where complaint pointed to improper operation of the
phonebook/agenda settings, were found to have a bug in the phone’s software.
Units with this phone software issue will not accept changes to the set-up of the
phonebook to sort entries by “Speed Dial No.”, “Voice Name”, or “Email”.
Settings will always remain set to sort entries by “Name”.

Steps to Duplicate:

1. Phonebook/Agenda > Menu > Setup

2. Sort By > Select “Speed Dial No.”, “Voice Name”, or “Email”

3. Select “Done”

4. Entries remain set to sort by “Name”

This problem was introduced in software release R376_G_0E.66.xxR and will
only be seen when software is matched with certain carrier flex versions. The
reason being, the issue is present in a portion of code that is executed only if flex
bit 815 DL_DB_FEATURE_ID_PICTURE_PHONEBOOK_LIST_AVAILABLE is
Enabled.

Solution

The issue has been corrected with a SW change to the phones and is contained
in software release R376_G_0E.66.0FR and all later releases.

MOTOROLA INTERNAL USE ONLY Page 1

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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 GSM Triplets Refresh customer returns, with customer
complaints of “SW/Feature/Operation, where complaint points to improper
operation of the phonebook/agenda settings, then:

1. Confirm the customer complaint is related to this issue by using steps
shown above.

a. If complaint is confirmed then, per the normal Service Procedure,

re-flash the unit with the latest approved software for your region
equal or later than R376_G_0E.66.0FR.

b. If the customer complaint is determined not to be related to this

issue, then follow normal troubleshooting techniques per the
customer complaint.

Note: If a software release equal or later than R376_G_0E.66.0FR has not been
carrier approved for your region, the issue can also be resolved by downgrading
to a previously carrier approved software release prior to R376_G_0E.66.xxR.

Call Center Action:

When responding to Problem Product customer inquires on the GSM Triplets
Refresh products, were the customer complains of improper operation of the
phonebook/agenda settings, please inform the customer of this phone software
issue and direct the customer to have their phone serviced per this FSB.

Service Entry Code

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

Global M-Claims Codes:

Customer Complaint Code:

FTR09 (Feature – Phone book not memorized)
FTR03 (Feature – Not matching with user)

Problem Found Code: FTR09 (Feature – Phone book not memorized)
Reference Designator Code:
Repair Code: SWU08 (Software Upgrade/Reflash – CSB/FSB)

MOTOROLA INTERNAL USE ONLY Page 2