Solved: Hard Reset Failure?

[Guest xPosTech]

Maybe I'm going nuts. Wouldn't be the first time I've thought that.

My i910 crashed after using WMWifiCleaner.exe. It was supposed to remove WMWifiRouter remnants. I got it from the WMWifiRouter site.

When attempting a Hard Reset (with Call/End/Reset) after the crash, the phone did a Soft reset. No screen to format storage or SD card, no screen alignment on boot up. A HR initiated by Settings/System was successful, with options for formatting and the screen alignment splash on reboot.

I spent almost two hours with VZW Monday, eventually getting a TS rep who was somewhat knowledgeable with Omnias. Funny thing is, she was trying to HR an i910 also. I don't what she did about that phone, but the end result with my problem was shipping an FRU to me.

I received it today. The first thing I tried was changing a few options and then a Hard Reset. No joy in Mudville. The phone I just received would not Hard Reset. Exact symptoms as mine. Either I can't follow the HR directions on page 8 of the manual or both phones have the same defect.

Tech Support only agreed to send a replacement after I asked what would happen with a "hanging app" when I couldn't get to the software hard reset.

Anyone else not able to Hard Reset via the Send/End/Reset buttons? I haven't called VZW yet but I think I'll need to get to Tier 3 TS or higher. I'm beginning to doubt whether I ever could actually HR the phone with the buttons.

Edit: My thanks to dwallersv for the correct way to push Call/End buttons without flexing the case. See Post 10.

Ted

Edited April 23, 2009 by xPosTech

[Guest xPosTech]

*Bump*

No one else having Hard Reset Problems?

Ted

[Guest oogravyoo]

*Bump*

No one else having Hard Reset Problems?

Ted

Hard reset.. push the soft reset button (hole next to the power button on top) right after that hold the call and end call buttons and a screen will come up asking if you want to format.. this will not delete your storage just the main.. will take it back to day one.

[Guest Omega Ra]

I posted in your thead on ppcgeeks. The "unknown device lock code" should be the last 4 digits of your phone. try the software hard reset and put those numbers in...should work.

[Guest xPosTech]

Hard reset.. push the soft reset button (hole next to the power button on top) right after that hold the call and end call buttons and a screen will come up asking if you want to format.. this will not delete your storage just the main.. will take it back to day one.

Yes. That is the method that's always worked for me till now. It just boots to WM6.1. No format screen; no alignment screen.

Ted

[Guest xPosTech]

I posted in your thead on ppcgeeks. The "unknown device lock code" should be the last 4 digits of your phone. try the software hard reset and put those numbers in...should work.

The Factory Refurb hasn't been activated yet. So no "last four digits".

Ted

[Guest bpivk]

Yes. That is the method that's always worked for me till now. It just boots to WM6.1. No format screen; no alignment screen.

Some people reported this problem... The actual problem was that the middle key was pressed with both buttons (one of the two buttons also pressed the middle key) so the hard reset didn't even start and the phone just soft reseted (well you did puch the button :excl: ).

Try again and mind the middle button and timing and it should work. if you search a little (hard reset) you should get a lot of topics like this one. 

[Guest dwallersv]

Ted, you're not going insane, you don't have a defective unit. This is a well-known problem, and has been discussed here before (there's even a thread dedicated to it, IIRC... do a search).

Bottom line is, the buttons are a bit finicky in getting this to work. When you press both at the same time, depending on how you do the press, the middle button gets "pressed" too even if your fingers aren't touching it, creating a combo that the phone doesn't recognize as the Hard Reset pattern.

So, experiment with how you press the buttons. Tryt pressing the outer 1/4 or so, rather than right on the middle. Vary the pressure. Move the loaction of the pressing force from there to find the sweet spot.

Timing is important to. The buttons must be pressed during the "Omnia" startup logo. After that, it's too late. Before is too early.

Anyway, give these tweaks to your procedure a try and see if you can get it to work. Then, repeat a few times to make sure you've got it down. Once you figure out the "sweet spot" you'll be able to hard reset successfully almost every time you try.

[Guest xPosTech]

Ted, you're not going insane, you don't have a defective unit. This is a well-known problem, and has been discussed here before (there's even a thread dedicated to it, IIRC... do a search).

Bottom line is, the buttons are a bit finicky in getting this to work. When you press both at the same time, depending on how you do the press, the middle button gets "pressed" too even if your fingers aren't touching it, creating a combo that the phone doesn't recognize as the Hard Reset pattern.

So, experiment with how you press the buttons. Tryt pressing the outer 1/4 or so, rather than right on the middle. Vary the pressure. Move the loaction of the pressing force from there to find the sweet spot.

Timing is important to. The buttons must be pressed during the "Omnia" startup logo. After that, it's too late. Before is too early.

Anyway, give these tweaks to your procedure a try and see if you can get it to work. Then, repeat a few times to make sure you've got it down. Once you figure out the "sweet spot" you'll be able to hard reset successfully almost every time you try.

From Verizon Performing a Hard Reset:

Alternate method

1.

Press and hold the Send key and the End key.

2.

While holding down the keys, use the stylus to gently press and release the reset button.

Note Continue to hold down the keys until the Format screen is displayed.

3.

Press the Send key to choose Format.

From the Samsung Knowledge Base:

Tip: Another method to perform a hard reset is to press the Reset button (on the top of the handset) while holding the SEND and END buttons simultaneously. Continue to hold the SEND and END buttons until the prompt to re-format device arrives on screen. Press Send again to re-format or END to cancel.

Not to be disrespectful but neither mentions pressing buttons during the splash screen. But I will try this and experiment with and try to monitor the center navigation key.

I know of three phones doing this. My original, the FRU VZW sent me and the Tech Support Rep who arranged for a replacement shipped to me was working on a phone with the same problem.

I really appreciate the help. I might disagree with the first part of your first statement, however.

Ted

Edited April 23, 2009 by xPosTech

[Guest xPosTech]

Success!!!

Pressing on the outside of the Call and End keys did the trick on both phones. There is apparently a new Hard Reset routine coded into my FRU and the flash to CC20. I've never seen this screen before. On my original BJ28 firmware the screen was similar to the software initiated HR. But this FRU also has BJ28?

This is the FRU.

I haven't done a Hard Reset to my phone since putting on the complete Zagg InvisiShield film. I can see no overlapping edges on the Navigation key. The FRU has only the factory film cover on the screen and chrome portions of the case as far as I can see.

dwallersv you da Man! Thanks ever so much. Now I get to spend some more time on the phone with Verizon explaining why I'm sending their FRU back. :excl:

Ted

Edited April 23, 2009 by xPosTech

[Guest dwallersv]

Success!!!

Pressing on the outside of the Call and End keys did the trick on both phones. There is apparently a new Hard Reset routine coded into my FRU and the flash to CC20. I've never seen this screen before. On my original BJ28 firmware the screen was similar to the software initiated HR. But this FRU also has BJ28?

This is the FRU.

I haven't done a Hard Reset to my phone since putting on the complete Zagg InvisiShield film. I can see no overlapping edges on the Navigation key. The FRU has only the factory film cover on the screen and chrome portions of the case as far as I can see.

dwallersv you da Man! Thanks ever so much. Now I get to spend some more time on the phone with Verizon explaining why I'm sending their FRU back. :excl:

Ted

Pleasure to help, pardner! However, credit really goes to those members that figured all this out in that other thread, and that I (and now you) benefited from.

That screen is the only one I've ever seen during a HR. I've never used the software method -- only the keypress method.

As for those numbnuts back at Verizon and Samsung, including their documentation, all I can say is that I've found that the people here on this forum are reliably more expert than the experts. This is always where I go first when I have a question or issue.

Those folks back in tech support are sincere and want to help. However, their job also is to get you off the phone as quickly as possible. Working with you costs money. Metrics for call centers are, of course, things like time per call (goal is to minimize), issues closed per day/week/month, etc. Incentive is volume.

The incentive here is knowlege. Big difference.

[Guest dwallersv]

Success!!!

Pressing on the outside of the Call and End keys did the trick on both phones. There is apparently a new Hard Reset routine coded into my FRU and the flash to CC20. I've never seen this screen before. On my original BJ28 firmware the screen was similar to the software initiated HR. But this FRU also has BJ28?

This is the FRU.

I haven't done a Hard Reset to my phone since putting on the complete Zagg InvisiShield film. I can see no overlapping edges on the Navigation key. The FRU has only the factory film cover on the screen and chrome portions of the case as far as I can see.

dwallersv you da Man! Thanks ever so much. Now I get to spend some more time on the phone with Verizon explaining why I'm sending their FRU back. :excl:

Ted

Pleasure to help, pardner! However, credit really goes to those members that figured all this out in that other thread, and that I (and now you) benefited from.

That screen is the only one I've ever seen during a HR. I've never used the software method -- only the keypress method.

As for those numbnuts back at Verizon and Samsung, including their documentation, all I can say is that I've found that the people here on this forum are reliably more expert than the experts. This is always where I go first when I have a question or issue.

Those folks back in tech support are sincere and want to help. However, their job also is to get you off the phone as quickly as possible. Working with you costs money. Metrics for call centers are, of course, things like time per call (goal is to minimize), issues closed per day/week/month, etc. Incentive is volume.

The incentive here is knowlege. Big difference.

[Guest xPosTech]

Some people reported this problem... The actual problem was that the middle key was pressed with both buttons (one of the two buttons also pressed the middle key) so the hard reset didn't even start and the phone just soft reseted (well you did puch the button :excl: ).

Try again and mind the middle button and timing and it should work. if you search a little (hard reset) you should get a lot of topics like this one. 

I almost missed thanking you, too, bpivk. My apologies for not thanking you till now. I really appreciate your help.

Ted