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Old 07-10-2005, 08:40 PM   #1 (permalink)
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Default Device Error 411

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looking for help and insight on this issue:
i am w/ a large agency. we have started seeing 411 w/ increased frequncy.
starts as 411 that prompts to reset. sometimes that works. progresses to frequent resboot / hourglass. eventually becomes battery drained shutting down handheld. shows red battery w/ a question mark to the left.

RIM said if only affected single, dual and tri-band devices. they said it was data transaction error between the handheld and the tower. cingular agreed. we have swapped sims, swapped devices, moved to different models--6710, 7780, 7290. we have deleted the exchange account. it still persists. typicall (so far anyway) it will affect just one person, others around dont seem affected.

they said that the cingular gsm/gprs network was having difficulty because it is pieced together from so many smaller networks--non-standard hardware, etc, etc.

i am perplexed. i am beginning to think that it is a virus. it seems to plague a particular user regardless. I have not yet found a fix. the most rim dart offers is to run the javaloader usb wipe and if that doesnt work change handhelds. done that still have the problem.


we use exchange.
most of our bes is 4.0.1 hf3, but some is 4.0.2
7290 hh = v4.0.0.219 (1.8.0.129)

has any one experienced this and recovered?
WHAT WAS THE FIX?
thanks/
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Old 07-12-2005, 09:18 AM   #2 (permalink)
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Ahh I had the same issue. I had a big fight with RIM and T-Mobile on this issue for 4 months. In the end I got 45 7290 BB devices free from T-Mobile as they took forever to fix the issue.

Here is what was wrong. T-Mobile and Cingular share towers in many locations. T-mobile found a tower that was in need of an upgrade and this tower was causing the 411 issue on 30 of my devices. The only 2 devices that this did not affect was the 7100T and 7290 from T-Mobile. I had also tested the new Nextel devices and they had no issues as well. T-Mobile has since replaced that tower and the error stopped.

I am shocked to see that this is affecting your 7290 devices. If you would like you can contact me via PM and we can trade emails. I would be glad to help you out. I would trace this down to location then have Cingular test the towers near that location. The issue we had was in the Anaheim CA area. Once I got the ball rolling it took only days for T-Mobile to find the bad tower.

Hope this helps.
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Old 07-12-2005, 11:01 AM   #3 (permalink)
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Interesting that the 411 errors would be associated with a tower. My original 7290 started to give me all sorts of issues culminating in a Device 411 error. Of course I thought it was the unit itself so I wiped it and reloaded the OS .. no help, sent it back and got a refurb, no help, got a 3rd unit and it seems to have made it for the last 5 days (knock on wood). I never would have thought to attribute it to tower issues, but that is very interesting.

What does it take for the carriers to own up to this issue?
With all of the mergers happening, eventually they will all be the same anyway...can't we all just get along.
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Old 07-12-2005, 01:21 PM   #4 (permalink)
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According to RIM this is the cause and possible solutions:



Summary
This article applies to the following:

Component: Handheld
Handheld: BlackBerry 5800 Series
Software Version: 3.2
Email Integration: Not Applicable


--------------------------------------------------------------------------

Received the following error message on the BlackBerry Wireless Handheld™:

Device Error 411

Cause: The radio software was not loaded onto the handheld correctly.

Resolution: Reinstall the software using Application Loader.

Cause: Radio hardware failure

Resolution: Contact your service provider for more information.



Hope that provides more details on your issue!
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Old 07-13-2005, 05:50 AM   #5 (permalink)
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bbgod: I may try to pm you later. interesting--rim/cingular toldme they only experienced in florida and anaheim. you must be anaheim. rim is onsight today in dc checking towers, signal, etc. cingular comes later this week.

i will let you know what happens.

pearls: it takes leverage. lots of service accounts.
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Old 07-26-2005, 11:26 AM   #6 (permalink)
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jfh4k0
Let me know what happens. I have users in Anaheim, I myself am in PA. I have users all over the US and no issues were showing at other locations. Even FL as I have some users there as well.

camerch,
No of those suggestions work. Been there done that.

Pearls,
Keep on hounding them, T-Mo still will not admit it was there fault. They just replaced the tower cell. From the ticket I closed with RIM it just states T-Mobile resolved. Nothing more said.
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Old 07-29-2005, 07:05 AM   #7 (permalink)
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I'm in Pittsburgh, PA and 2 weeks ago, we had 10 people receive the 411 error, which was not the first time this has happened to us. I retreived the logs from the devices and sent them to RIM.
The users had 6230s. I had to upgrade the platform on the device to correct the error. As far as I know, RIM hasn't said anything about replacing a tower around here and I have not had the problem since 2 weeks ago.
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Old 07-29-2005, 07:09 AM   #8 (permalink)
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RIM will not replace the tower as it is not there issue. It is up to the Cell company. Now they willl put the blame back on RIM. Happened to me, they both stuck me in the middle.

I have upgraded the devices that had the problem with new OS's as well It may have fixed it in that area, which is good if your users stay in that area.

I can say that this case is closed in the Anaheim area with T-Mo. Tower fixed, I have new 7290's out there now. No issues.
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