HTC Touch Pro 2 Troubleshooting Matrix

Blank Screen/Phone Frozen/Error Message on Screen	If the customer's phone is displaying a blank screen, the phone is frozen, or there is an error message on the screen follow these steps: Turn off the phone. Turn on the phone. Realign the screen via Start, Settings, Screen, and Align Screen button. Has the issue been resolved? If Yes, advise the customer if continues to have this issue that they may need to take their phone to a service center. If No, advise the customer to take the phone to a service center. Note the account.
Ringer/Vibrate/Speaker not Working	If the ringer, vibrate, or speaker is not working follow these steps: Confirm the ringer, vibrate, or speaker is turned on via Settings then Phone. Turn on the phone. Has the issue been resolved? If Yes, advise the customer if continues to have this issue that they may need to take their phone to a service center. If No, advise the customer to take the phone to a service center. Note the account.
	From the Phone Dial Pad tap Menu, scroll down, then tap Options to Open Phone Settings. In the Phone Settings, tap on the CDMA Services tab at the bottom, then tap on Voicemail, and tap on the Get Settings button. Tap on the Clear button, and then tap the OK button to return to the Dial Pad. Tap OK, and OK to return to the dial pad, and the Voice Mail Icon has been removed. Note: This can also be access by: Start, Settings, All Settings, Personal Tab, Phone, CDMA Services tab.
	When the customer receives a Voicemail notification, they can tap on the Voice Mail Notification button Then the phone connects to voicemail. Or the customer can press the Phone button to bring up the Dial Pad, then press and hold the number 1 button. This will call the Customers Voicemail. You can also use Menu, Speed Dial. tap on Voicemail, then tap Call.
View Software / PRL version on Device	To check the handheld device for the software version follow the below steps: 1. From the dial pad, tap Menu, scroll down, then tap Device Info. 2. On the Version Tab, the ROM version and PRL are displayed. 3. The Hardware tab displays details such as RAM/ROM used space and free space, plus other information. 4. The Identity Tab list the model No: and Platform 5. Tap Ok to return to the dial pad.
	Error 1012/Error 67 Displays From the Dial Pad, enter ##3282# Tap the Edit Radio Button Use the Virtual or Qwerty keyboard, enter MSL then tap OK Tap on Menu then Restore Tap OK at the Warning Prompt Tap ok to reset the Device. Perform an Update Data Profile
	1. From the Today Screen, tap the Start Button, then tap Settings 2. In Settings, tap All Settings. 3. Tap the System Tab 4. Scroll down and tap the Update Profile Icon 5. You may see an option “data -cannot connect”; if so, tap on “Dismiss” to end this dialogue. 6. You will see a message Device Configuration - “The network is preparing your service…Please wait…” Do not interrupt this process. If the screen goes into sleep mode you may tap the screen to wake up the device. (do not hold down the End key as it will interrupt the process). 7. When the update completes, the customer is returned to Settings. The customer can press the Right Phone key to return to the Today Screen. 8. Services are provisioned
RETURN TO TOP
	To view the current Phone number assigned to the device: 1. Press the Left Phone Key to open the dial pad. 2. Tap Menu, scroll Down, and tap My Phone Number. 3. The Phone number currently programmed in the device is displayed. Tap OK to return to the dial pad
Connecting to an External Display	The Video Out function allows you to view your device’s onscreen content on an external display (such as a television) that has composite jacks and uses a standard RCA connection cable. To connect the device to an external display: 1. Turn off the external display. 2. Connect the ends (red, white, and yellow RCA plugs) of the Video Out cable accessory to the corresponding jacks on the external display. 3. Plug the other end of the Video Out cable accessory into your device's sync connector. The Video Out screen opens. 4. 5. Choose NTSC and then tap Done. 6. Select the type of media you want to output. 7. 8. Turn on the external display and then switch it to the input signal where your connected your device (for example, Video 1). Change output settings: To change the output settings. 1. Tap Start, Settings, All Settings. 2. Tap on the System Tab 3. If the TV Out cable is not connected, the customer will see this error message. Connect the accessory cable. 4. The customer can select the TV Out settings and tap OK