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  Motorola has recently received feedback from the field regarding a Java Authentication error that may occur on certain iDEN handsets when attempting to install Java applications. Motorola has determined that the issue may be attributed to the expiration of some certificates in the pre-installed java applications.

Please note, the Java Authentication error does not affect the basic functionality of the iDEN handsets. You will be able to make and receive calls, text message, and perform web browsing.


       

When does Motorola expect to have a solution?

Motorola has developed several solutions that will address the problem depending on the type of phone. Motorola will provide regular updates on this webpage. Please check back periodically for updates.

Current solutions available:

    1. Use “Download Apps” in your Java menu to redownload the Java application(s) experiencing the Authentication         Error, see solution #1 below.

    2. If your “Download Apps” is displaying “Authentication Error”, you must download the “Download Apps Utility” to your         computer and reinstall Download Apps on your phone. Internet access is required to download the PC application         and a USB Data cable is required, see solution #2 below.
          a. Please note: Once Download Apps is installed on your phone you can use the application to download purchased              applications, subscription applications, free/demo and factory preload applications Over the Air (OTA).


SPRINT CUSTOMERS ONLY

    3. If you´re a Sprint Customer you can visit the nearest Sprint Service Center to have the Factory Default Java        applications reloaded into your phone. See solution #3 below.

Will my phone still work?

Yes, you can still make and receive calls, two-way, text, and web browsing. Only Java is affected.

What phone models may be impacted?

i265, i275, i285, i325, i325is, i355, i415, i450, i455, i560, i570, i580, i605, i615, i670, i690, i710, i720, i730, i733, i736 (NASCAR editions), i760, i830, i833, i835, i836, i850, i855, i857, i860, i870, i875, i920, i930.

BOOST MOBILE DEVICES:

i285, i730, i830, i860, i415, i833, i835, i450, i455, i855, i855e, i875.

Why do I receive the “Java Authentication” message when I install the factory preinstalled Java applications?

Motorola has determined the issue may be attributed to the expiration of some certificates in the uninstalled Java applications. Java applications installed prior 4/16/08 will not experience the Authentication Error message.
    The i615, i580, i855, and i875 Java apps will auto install, upon initial power up the preloaded Java applications will auto install. If the i615, i580, i855, and i875 handset were powered ON prior 4/16/08 you will not receive an error message, only when these units are powered ON after 4/16/08 will this error message appear for the i615, i580, i855, and i875.
   All other handsets have a Manual Install process where you must install each Java application individually. Applications installed prior to 4/16/08 will not see this error message.


Can I send my phone to Motorola for repair?

Yes, if your phone is less than one (1) year from the date of purchase, you can send your phone to Motorola. Please refer to back of your user manual for instructions how to obtain warranty service.

My Java application(s) shows an arrow pointing down, is that the same thing as the exclamation point image above?

No, the arrow pointing down on a Java application means the application has not been installed.
 To install the Java application:
     1. Press Menu>Java Apps>press Select/OK button on phone>Select the Java app with arrow pointing down> Press        Select or OK button on phone>Application will install> press Done
          a. During the installation of the application if you see “Authentication Error”, please try to reinstall the application,               if the error comes up again please use one of the solutions provided below.


Solution#1

Download Apps works fine, but one or more Java applications are showing “Authentication Error” message. What can I do?

Download Apps allows you to download applications such as games and business tools Over the Air (OTA).You must have service on your phone and be in good signal coverage when using Download Apps. If Download Apps is displaying a “Authentication Error” message, please proceed to Solution #3 below.
    1. You must remove the Java application(s) displaying “Authentication Error”.
          a. Menu>Java Apps>Select/OK button on phone>Select the Java app with “Authentication Error”> Select “Menu”               button>highlight “Remove”>Select/OK button on phone>Yes
    2. Once you remove the Java application, you can now use Download Apps to get the Java application(s) over the air.
    3. Select “Download Apps” > “OK”
    4. Select one of the folders from the menu:
          a. New Purchases – Application(s) recently purchased
          b. Subscriptions - Applications that are subscription based
          c. Free/Demo – Applications that are Free or Demo
          d. Re-Downloads - Previously purchased applications can be accessed and downloaded
          e. Factory Preloads – Standard Factory preloaded Java applications
          f. Help – Memory Requirements, downloading, installing
    5. Press “Select/OK button on phone”
          a. “Sending Requesting” will display on the device while the list of java apps is being retrieved.
          b. The results of the request will be displayed within the Download Apps window.
          c. You will see list of java content
                    i. If no applications are available, select “back” go to Step 4 above
          d. Please scroll to the item you wish to download or re-download, press “Select/OK button on phone.”
          e. The “App Details” page should be displayed detailing items like Name, Data Size etc and press “GET IT.”
          f. Progress – “Send and Receiving request.”
          g. Upon completion “Thank You” and instruction page is displayed
          h. Press “EXIT” and follow the installation steps.
    6. Repeat steps to re-download other Java content.


Solution#2

What if Download Apps shows “Authentication Error?”

    1. You must use the Download Apps Utility to reload the Java Application “Download Apps” into your phone
          a. USB Data cable is required
          b. Internet connection is required to download the PC based application
          c. Phone must have service with your carrier
          d. Must have good signal coverage when using Download Apps
          e. Loading “Download Apps” via utility can take approx. 2 minutes.


What is “Download Apps Utility”?

This PC based software application will reload the Java application titled “Download Apps” into your phone. Download Apps allows users with Java-enabled phones to download applications such as games and business tools Over the Air (OTA). This application will also allow you to download purchased applications, download factory default applications, subscription applications and re-download previously purchased Java applications. Loading “Download Apps” into the phone can take approx. 2 minutes. Download Apps utility is intended for Windows based Operating systems only therefore Apple computers are not supported. Customers who have Apple computers may take their handsets to a service location or send their handset into Motorola. To locate a service location, scroll down to Solution #3 at the bottom of the page.



Is a Data Cable required for the Download Apps Utility?

Yes, a USB Data cable is required.

What if I do not have a USB Data cable?

If you are a Sprint or Boost Mobile Customer, :
  • You can request a USB data cable online by clicking "Here" You will be required to submit your shipping information, please note we cannot ship to a PO Box and only US addresses are permitted. You should receive one (1) USB Data Cable within 3 business days.
  • You can also contact Motorola at 888-267-6588 to request a cable, operating hours are Monday through Friday 8am-8pm (EST). Please note: The number should only be used to request a Data Cable. You should receive one (1) USB Data Cable within 3 business days.


    • If you have any support questions on the iDEN handset or need assistance with the download utility, please call Motorola Tech Support at 1-800-453-0920. Operating hours are Monday through Friday 8am-8pm (EST).


How do I install and use the “Download Apps Utility”?

    1. Download the “iDENDownload Apps Utility” to your computer:Download apps
    2. i920/i930 customers please click here
    3. Install “iDENDownload Apps Utility” to your computer, make sure you phone is NOT connected to any of the USB         ports.
    4. Once Download Apps Utility is installed on your computer, open the application.
    5. Make sure your phone is powered ON and your battery is fully charged
    6. Make sure your phone and computer are connected via USB Data Cable
    7. Prior to continuing you must remove the Java application(s) with the “Authentication Error”
          a. If Download Apps displays the message “Authentication Error” remove the application from your phone. This               utility will reload the application, continue to step #7 below.
          b. If Download Apps on your phone is working and you are able to open and access the Java application. Please go               to solution #2 above to redownload Java applications over the air.
    8. Steps to remove Java Application(s) with “Authentication Error” showing a exclamation point:
          a. Menu>Java Apps>Select the Java app with “Authentication Error”> Select “Menu” button>Remove>Yes
    9. Important: Do not disconnect the Data Cable from your phone or computer while Download Apps is being loaded
    10. Click on the “Download Apps” button, “Initializing communications” will display for a couple seconds, once         communication is established the progress bar will go across. Upgrade time is approx. 2 minutes.
          a. Note: Your computer will automatically identify your iDEN phone model and install the correct iDEN USB Modem               Drivers for that phone. On some computers, a dialog box will appear when the computer finds new hardware.               Click “Next” to install the USB drivers. Once the USB drivers have been installed a dialog box will indicate that               the drivers have been installed.
          b. Note: If you receive an Error unable to initialize communications, you may want to move the cable to another               USB port and retry.
    11. Once complete a successful message will appear.
    12. Disconnect the Data Cable from your phone
    13. On the phone, select “Menu”
    14. Scroll to “Java Apps” and press Select or OK button on phone.
    15. Highlight “Download” and press Install/OK button on phone
    16. Once Download Apps has been installed, press DONE
    17. To run Download apps, highlight the text or icon and select RUN/OK
    18. Use Download Apps to access:
          a. New Purchases
          b. Subscriptions
          c. Free/Demo
          d. Factory Preloads
    19. See instructions below.


Once Download Apps is installed in my phone, how can I download Java applications over the air?

    1. You must have service on your phone and be in good signal coverage when using Download Apps.
    2. Select “Menu” > Java Apps > Download Apps > “OK”
    3. If you receive a message, please read the information and select next or bypass.
    4. Select one of the folders from the menu:
          a. New Purchases – Application(s) recently purchased
          b. Subscriptions - Applications that are subscription based
          c. Free/Demo – Applications that are Free or Demo
          d. Re-Downloads - Previously purchased and downloaded applications can be accessed and downloaded
          e. Factory Preloads – Standard Factory preloaded Java applications
          f. Help – Memory Requirements, downloading, installing
    5. Press “Select/OK”:
          a. “Sending Requesting” will display on the device while the list of java apps is being retrieved.
          b. The results of the request will be displayed within the Download Apps window.
          c. You will see list of java content
                    1. If no applications are available, select “back,” go to Step 4 above.
          d. Please scroll to the item you wish to download or re-download, press “Select/OK”.
          e. The “App Details” page should be displayed detailing items like Name, Data Size etc and press “GET IT”.
          f. Progress – “Send and Receiving request”.
          g. Upon completion “Thank You” and instruction page is displayed
          h. Press “EXIT” and follow the installation steps.
    6. Repeat steps to re-download other Java content.


i920/i930 Download Apps Upgrade Instructions:


    1. Download the "iDEN i920/i930 Smartphone Download Apps Utility" to your computer:Download utility now
    2. Make sure your computer has Microsoft ActiveSync installed and is running. Active Synch is apart of the Companion         CD that was shipped with the i930/i920 handsets. The latest version of Active Synch, version 4.5 is located on         Microsoft's website and Motorola will also include Active Sync version 3.8 in the package with the iDEN Smart Phone         Download Apps Utility.
    3. Install the iDEN i920/i930 Smartphone Download Apps Utility on your PC and make sure the phone is NOT connected         to any of the USB ports.
    4. Start the iDEN i920/i930 Smartphone Download Apps Utility.
    5. Make sure that the phone is powered ON, has a fully charged battery and is properly connected to the USB data         cable.
    6. Connect the phone to PC via the USB data cable. This will trigger the USB drivers to be registered in your system.
    7. Make sure the phone is connected and wait until ActiveSync is started. Customers may select "Guest Partnership"         then "Next" as depicted below.

                            

    8. Click "Program Phone" to start the upgrade.
    9. The iDEN Smartphone Download Apps Utility will generate the message depicted below.

                            

    10. After receiving the message above, your i920/i930 handset will display the following message Confirm: Same          version as existing suite. Update suite?" Select "Yes" to continue the upgrade.
    11. You will then be prompt with another question asking to "Transfer the record store data?" Select "Yes" to          continue the upgrade.
    12. Your handset will now display a message saying "Download Apps was installed successfully on your          device." This means your handset was upgraded successfully.


Solution#3 (Applies to Sprint customers ONLY)

You may find the nearest Sprint Service Center by using the link provided http://storelocator.sprint.com/StoreLocator/Searchform.aspx .

Select “Phone Repair Center Locator,” enter your address and select “Find.” You can also go to www.sprint.com and Click on “Find a Store.”

**Please call in advance to verify the store has the ability to perform the modification on the phone settings prior to visiting the store. 		Spacer
 
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