Programming - HTC EVO 4G LTE(APX325CKT)

Steps to program the HTC EVO 4G LTE(APX325CKT)

Effective Date: 05/18/2012

Primary Programming Method: Hands Free - Open Mobile Alliance/Device Management (OMA/DM)

WLNP Compliance: Y (YES)

Where to Locate the ESN/MEID: The MEID can be found in two places.

o Underneath the battery in the phone on the right side of the barcode sticker. Turn off the phone and remove the battery to view.

o The Barcode sticker on the end of the original box, labeled DEC-HEX. This should always be the secondary method as the box and phone do not always match.

Actions Ask customer if phone is used or was previously activated.

o If Yes: Go to Device Reset (##SCRTN). o If No: Ask customer has been turned on prior to calling Care.

If Yes: Go to One Touch Programming Steps. If No: Go to First-time Activation Programming Steps.

Programming Methods

First-time Activation Programming Steps

Primary Programming Method

o Hands Free - OMA/DM

To be used only if: o Phone has never

been activated or

One Touch Programming Steps To be used only if:

o Phone has been turned on or First-time Activation Programming fails.

Manual Programming Steps To be used only if:

o Switch Query Tables shows Complete Error or launching the web browser fails.

Device Reset (##SCRTN) To be used only if:

o Phone was previously Active on the network with a different MDN.

never turned on.

First-time Activation Programming Steps, Hands Free - OMA/DM: To be used only if phone has never been activated or never turned on.1. If customer has not turned on the phone, request that they leave the phone Off until advised

o If customer has already turned the phone on, Specialist can go to the One Touch Programming Steps, and use Update Data Profile on the phone.

o If that fails go to Manual Programming Steps. 2. Check provisioning using the Switch Control Query Tables

If Complete Success displays in Switch Control Query Tables, go to Step 3. If Complete Error displays in Switch Control Query Tables, Follow backlog policy and go to Manual Programming Steps.

2. Tell the customer to turn On the phone by pressing and holding the Power button at the top right of the phone. o Phone will begin setup.

4. The phone will contact the network and automatically provision/activate.

5. Once complete, customer sees, Your phone has been activated. Tap OK to continue. If customer sees the message below and the phone provisions correctly, go to step 6. If customer does not see the message below after a fifth retry or Error 1012, go to One Touch Programming Steps.

6. The customer is prompted to update the PRL. If a PRL update is available the phone will download and apply it. Tap OK to continue

7. The Customer is prompted to update the Firmware. If a Firmware update is available, the phone will download and apply it. Tap OK and the phone will return to the setup screen. 

8. The customer can complete Setup Application

Scheduled sync. Select manual or automatic synchronization of information. Tap Next.

Set up Wi-Fi network. Connect to a Wi-Fi network. For more information. Tap Next. Get an HTC Account. Create a new or sign in to your existing HTC Account. Sign in with your HTC Account to easily access HTC

features, services, and content. Either sign in, create or Skip this step.

Sign into HTC Account screen

Create HTC Account screen

Tell HTC. Choose whether to allow HTC to collect anonymous data in the background about how you use your phone. Either leave blank or select the check box and Tap OK

Use Google location. Turn on Google location services. For more information, tap Next.

Set up your Dropbox account. Create a new or sign in to your Dropbox account and enjoy a free 25GB Dropbox space. For more information on Dropbox go to page 181 of the User Guide

Set up accounts. Set up your email and social network accounts including Google, Exchange ActiveSync, Mail, Dropbox, Evernote for HTC Sense, Facebook, Flickr, Microsoft Hotmail, SkyDrive for HTC Sense, and HTC Watch. For more information, on Accounts & Sync go to page 54 of the User Guide.

Transfer my stuff. Transfer information from your old phone. You can do this at a later time. For more information, see Transfer Contacts from Your Old Phone on page 72 of the User Guide. Tap Finish.

Note: You do not need to sign up for a Google Account to use your phone. However, to download applications from Google Play or chat in Google Talk, you must link your phone to a Google Account.

One Touch Programming Steps: To be used only if phone has been turned on or First-time Activation Programming fails.1. If Hands-Free Activation is not successful on the first attempt, the customer will see a Retry message up to 5 more times.

2. If customer taps Activate they are taken to the Device Self Service screen to activate the phone or perform a ESN swap. a. If the customer taps No, the device will try to activate. b. If ESN swap or Activation has not performed, tap Yes to go to a screen to perform an ESN swap.

3. When Sprint Zone, Device Self Service screen appears, activate the phone. Tap Activate My Device.

4.5. Customer will see Activating Device.

a. Do not interrupt this process b. If screen goes into sleep mode, customer may tap screen to wake up phone. c. Do not hold down End key as it will interrupt the process.d. When completed, phone will prompt customer.

6. Tap Done to reboot phone. 7. Once the phone reboots, the data service will update. Tap OK and the phone will reboot again.8. The customer is returned to the Home Screen.

Manual Programming Steps: To be used only if Switch Query Tables show Complete Error or when launching the web browser fails. If Hands Free OMA/DM and One Touch were unsuccessful, have the customer perform the following manual programming steps on the

phone: 1. Look up the 6-digit Master Subsidy Lock (MSL) code. Tap Phone, then on their phone dial pad, have the customer press ## followed by

the 6-digit MSL, followed by an additional #. Example: ##123456#. The last # entered will not show on the display.

o Important Notes: Handle the MSL with extreme caution. When it must be shared with the customer, refer to it as a six-digit number instead of MSL.

3. The Service Program screen will be displayed. Tap Edit Mode.

4. Tap Mobile Directory Number (MDN) to select.

5. Tap number key on keyboard. Use the virtual keyboard to type the 10-digit MDN, then tap OK.

6. Tap MSID to select.

7. Tap number key on keyboard. Use the virtual keyboard to type the 10-digit MSID, then tap OK.

8. With the correct MDN and MSID entered, tap Menu, then tap Commit Modifications.

9. After the prompt appears verifying update, tap OK or let the phone will reset automatically.  

10. After the phone reboots, tell customer to tap Menu, Settings, System Updates, Update profile to update data profile. The phone is fully activated and ready to use.

Device Reset (##SCRTN): To be used only if phone was previously Active on the network with a different MDN. Have customer perform a Device Reset to clear out previous Programming information.1. Turn On phone by pressing and holding the Power button at the top right of the phone.2. From the Home Screen, Tap Phone.

3. On the phone dial pad press ##72786#.

4. Enter 6-digit MSL. Example: 123456. Tap OK.

5. At the SCRTN Screen, tap Menu, then tap Reset

6. When EPST message appears, tap OK.

7. Phone will clear previous internal programming information, tap OK and the device will reboot

8. After phone reboots, the phone will try Hands Free Activation. Customer can cancel this if the device has not been activated.