MOTOROLA UK
REDWOOD
CROCKFORD LANE
CHINEHAM BUSINESS PARK
CHINEHAM
BASINGSTOKE
UNITED KINGDOM RG24 8WQ
CSB-1037-3
Country : UK
Date : 11/1/2006
APC : ALL
Repair Level : 3
Title
V360 - GSM - GSM - V360 L7- Unable To Launch E-Mail with Address Embedded In Email Message
Model Effected
L7
PROBLEM
Service is aware of an e-mail issue, identified from the GSM V360/L7 MOL analysis. The phones
are not able to parse correctly certain pattern of e-mail address embedded in the email message.
For instance, if a received e-mail address consists of a numeric string such as
“123.......@xyz.com”, users will not be able to launch the e-mail composer directly by selecting this
embedded address in full from the e-mail viewing screen. The root cause of the issue was traced
to a software problem where a panic may occur causing the phone to unable To Launch E-
with Address Embedded in Email Message.
SOLUTION
A software solution has been identified and integrated into below software versions and later,
-
R4513_G_08.B7. AFR and later (V360)
-
R4517_G_08.C4. 21R and later (L7)
FIELD SERVICE ACTION
When servicing any GSM V360 or L7 customer returns with
e-mail related customer complaints, ensure that the unit has the software
version as listed above under “Solution”. Re-flash the unit if the unit contains an earlier software version.
If unit is not repaired by Re-Flash/Re-Flex, then proceed with normal troubleshooting and repair techniques as per the customer
complaint.
Note: Pending the approval of above mentioned software versions by your region, units that are confirmed to have 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.
Service Inventory:
Re-flash all V360, L7 units in inventory with the latest approved software for your region equal or later to the versions listed above in a
solution section.
CALL CENTER ACTION
When responding to problem product customer inquires on the GSM V360, L7 products, where the customer reports that the handset
“Unable To Launch E-Mail with Address Embedded In Email Message”, direct the customer to have their phone serviced per this FSB.
SERVICE ENTRY CODE
Global Service Codes
Complaint Code:
OPR11 - Operation - Hangs in SMS/MMS
Problem Found Code: OPR11 - Operation - Hangs in SMS/MMS
Reference Designator:
Repair Code:
SWU08 - SW upgrade/ Reflash - CSB/ FSB
If applicable, note this bulletin number on warranty claim forms and make necessary changes to service manuals.2006-386
© Copyright 2006 Motorola Inc. All Rights Reserved.
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