[Dan541]

Hi everyone,

My service provider recently sent me a Nokia E71, but it is causing me nothing but headaches. Currently I cannot open the menu at all no matter what I try. The first time I encountered this problem I did a hard reboot after the reboot I then had the messages app freeze so I had to reboot the phone again. Now less than 24hours after the second reboot the original problem has returned.

Is there a way to fix this without rebooting the phone? I cant keep rebooting every day just to have the basics working, especially as the phone is not even a week old. Has anyone else encountered this and if so how do you fix it?

Thanks in advance.

~Dan

[Dariob24]

Try to upgrade your software by using Nokia Software Updater and when it says that your software is up to date, try to install the same software again. Maybe this will help. If not, I suggest contacting Nokia Care.

[ceroberts75]

you mentioned that your service providor sent you the e71.

the only carrier in the USA that has the e71, is ATT and it is actually an e71x.

what country are you in?

chances are that if you recieved the handset from your manufacturer then it is locked, or "branded" by the carrier in which case they change the firmware and the NSU will not recognize the phone, nor update it.

If in fact you are from the USA and have the e71x, then you will need to go back to the ATT store and possibliy have them swap out the phone for you as ATT completely over-hauled the firmware and that may be the issue as i have never heard of this issue with factory unlocked phones.

[Dan541]

I am in Australia.

I have used the Nokia Software Updater once and done a hard reboot twice. However the phone is still branded by my carrier, as in it still has their theme installed by default. Is this a sign that the software hasn't been reinstalled? Because I would expect that the themes would have been wiped if it was a clean reinstall.

Typing *#0000# says my Firmware is

300.21.012

18-06-2009

RM-346

Nokia E71-1 (203.04)

I don't know if these numbers reveal anything.

[Dariob24]

Hi,

If your phone is from a carrier not from Nokia shop it will always have branded menu. Each carrier has its own software made by Nokia (or with cooperation with Nokia -I suppose) and reinstalling won't wipe the themes.

Write down if this solved Your problem with reebooting.

[sarathts]

this may help u 

/discussions/board/message?board.id=communicators&thread.id=26716

[ceroberts75]

even though it says e71-1 (which is similar to that of the US version)

if the unit is "branded" then in almost every case, you cannot update the firmware unless the carrier makes an announcement and releases an updated firmware version.

this is because they have cusomized the units firmware, which is not made by Nokia, rather, it is made by Symbian, which is what the software is that runs on Nokia's hardware, and if you were able to connect your branded phone up to the NSU (nokia software updater) then it would in effect write the update OVER the carriers cusomized firmware on the device...which they do  not want.

you could try to contact the carrier and see if they will give you the unlock key for the device and walk you through unlocking your phone, then try to do the NSU updater to see if it will recognize your phone that way. 

otherwise, the only option is to do one or both of the following:

*#7380# - reset settings

*#7370# - reformat the device

again, if you have a branded phone, these codes may not work either.

if they do not, try to find in the manual for reseting the device using a key pattern ie-hold the green button (send)+3+ (* button) while rebooting the device.

[ceroberts75]

if you need it, here is the manual.  i believe it is page 126

http://nds1.nokia.com/files/support/nam/phones/guides/Nokia_E71_US_en.pdf

try this:

menu/tools/settings/factory settings/ (restore all original phone settings?  phone will restart.) enter pin (12345 is standard)

that should at least soft reformat you phone should the *# codes not work for you.

see if that fixes your issues and report back.

[Dan541]

Unfortunately formatting the phone does not fix the problem, I have done it twice so far and the same problems keep reappearing.

I am thinking that I might need to downgrade the firmware, sometimes software updates can introduce problems that previously where not there. Downgrading often fixes firmware problems on other devices such as routers so it seems like a logical option to try. Because the problem keeps persisting which makes me think it must be a problem with the current firmware.

[ceroberts75 · Accepted solution]

the NSU will not allow for a downgrade....unfortunately     not trying to be a downer about it either.

ill have to think about this a bit.

:/

dan541,

you may want to go back to where you purchased with....with everything that it came with to see if you can get them to swap out the unit.

if it is less then 30 days, it should be lock-cinch....if not, they may direct you to send it in to nokia care.....  unfortunately, you will be without the handset for a period of time.   i do hope that some day they give priority to all the high-end e/n-series devices as those people pay a premium for thier devices and often use them in more detail.

it may be your only option.

Message Edited by ceroberts75 on 20-Nov-2009 06:55 PM

[Dan541]

Thanks, it certainly seems that taking it back to my carrier is the only remaining option.