[njbrunnock]

I get the message "Use keyguard switch to unlock screen and keys" when I try to unlock the screen and keys with the keyguard switch. Unusable. Can't even switch phone off. Tried removing, and replacing battery and sim to no avail.

[djonepl]

Hey,

Take the battery out and restart the phone, when u slide the screen up it should unlock the keys.
Try defaulting the device or reinstall the software, using the cable provided and Ovi Suite or PC Suite.

Good Luck

[njbrunnock]

Thanks for your response djonepl.

When I take the battery out and restart the phone I get the same message. Sliding the Qwerty open doesn't make any difference. The only response I get from any keys is the same message.

When plugged in via the cable, neither the N97 nor the PC with Ovi  and PC suite installed recognises that a connection is made. (They usually work fine).

What do you mean "Try defaulting the device or reinstall the software"?

How do I default the device?

Reinstall what software, and how? 

[djonepl]

Well i thought if you would hook it up to the PC you could use Nokia Software Updater to reinstall the Firmware but if you say the pc doesnt see the device my advice is useless.

Only other thing i can recommend is calling tech support or look in the manual if there is a key combination u can press to reset the device while booting. Once i get home i will try to look in to the manual.  In my Nokia N95 if you pressed and hold * + 3 plus something else it would do a hard reset and erased all data. but in N97 i havent heard anything like that.

[copyless]

If  formatting the device is what you want (this erases any info you may have put in the phone, so make a backup first), it is *#7370#.

Message Edited by copyless on 22-Jun-2009 06:15 PM

[djonepl]

copyless but from what hes saying even after restarting the device the keys are locked. So its useless

[copyless]

Then others have tried this with success:

Turn off the phone

Take out the sim card

Hookup the USB cable to start charging

Turn on the phone

Once the phone starts do not let it lock because then it's a no go

Open the slider and dial a few numbers

Wait for dial pad and and put in the Reset code *#7370#

Others with the same problem have had success with this procedure. Hope it works.

Of course if it is always locked the second it comes on then this is a problem.

I think one other way to do it is hold down the 3key, the *key and the send key, while the unit is powering up, not  sure if this works on this.

Message Edited by copyless on 22-Jun-2009 06:35 PM

[njbrunnock]

Thanks copyless, I have tried all your suggestions without success, because at no point are any keys responsive other than to give the message, "Use keyguard switch to unlock screen and keys"

However...

After leaving the  handset overnight (7 hours) without charge, the battery is completely drained, (from being fully charged), on connecting the wall charger, I am now able to switch handset on.The home screen does not load (not even the offline widgets), but I am able to do the *#7370# reset.

So, I am ok for now, but this is the second time this has happened in the 3 days I have had the handset.( I have not installed any new software other than transfering contacts via Switch.) If it happens again I will have to get a repair or replacement, and I don't want to be without my N97 for 2 weeks.

I am sure this could be solved by a firmware upgrade, but this should not happen in the final release; I am not a beta tester! 

Message Edited by njbrunnock on 23-Jun-2009 07:11 AM

[darren2190]

Bro, try on your phone without your sim card. If it works, go change your sim card.

[moarts]

It is not the sim, same thing happened to my first n97 i had to take it back!!! I was able to run the firm ware update but same thing continued to happen. Nokia said it was a phone issue   

[bustastuff]

I actually know what seems to be cause this issue at least on my N97, if I turn on automatic retrival for my gmail account or any email account the phone will end up doing this. In the past I was able to plug in the phone and it would get itself out of the state but the email widget and my accounts would all be reset. This time I knew what was going on and I turned off the retrival before pulling the battery and its stuck in the state as the author of the thread. What really stinks is that I can't even get the kaypad to show so I can hard reset the phone.

[joviks]

I did a hard reset on my N97 following this procedure:

After you’ve backed up your data onto memory card/pc/ovi, turn your phone off and simultaneously press these four buttons:

• Caps shift
• Space bar
• Delete button
• On button

Keep them pressed until you see the Nokia handshake on the screen. Your device will be formatted as when it was new. Data on mass storage and memory card was intact after I did this reset. 

Message Edited by joviks on 05-Aug-2009 08:23 PM

[supersonic]

Hello,

I had this same problem today with my N97. I was able to fix it without doing a hard reset.

The problem occured after I did the following:

- connected phone to PC with USB in "media transfer mode".

- turned off phone while USB connected (I wanted to reset it because the Accuweather widget was flickering)

- the battery charging screen came up.

- turned on phone while still connected to PC.

- phone auto-keylocked after 1 min timeout

- after that I could not unlock it anymore.

To solve this:

- call the phone from another handset.

- when incoming call screen appears on N97, use touchscreen slider to unlock the phone.

- at this point the keylock button on the side still doesn't work... it doesn't lock the phone when pushed.

- turn off N97 and turn it back on... and the keylock button works again.

[grasstuft]

---

supersonic wrote:

Hello,

I had this same problem today with my N97. I was able to fix it without doing a hard reset.

The problem occured after I did the following:

- connected phone to PC with USB in "media transfer mode".

- turned off phone while USB connected (I wanted to reset it because the Accuweather widget was flickering)

- the battery charging screen came up.

- turned on phone while still connected to PC.

- phone auto-keylocked after 1 min timeout

- after that I could not unlock it anymore.

To solve this:

- call the phone from another handset.

- when incoming call screen appears on N97, use touchscreen slider to unlock the phone.

- at this point the keylock button on the side still doesn't work... it doesn't lock the phone when pushed.

- turn off N97 and turn it back on... and the keylock button works again.

---

Thanks supersonic, that fixed my problem.

[shakey64]

Hi, I have had an N97 for a couple of weeks now and have had the same problem twice (which is pretty similar to the issue reported on this thread).

I generally charge my phone at work with the conversion dongle attached to a previous Nokia Charger.  This is done for short periods between meetings etc. However, twice at home I have left the device on charge overnight with the full usb charger (i.e. not with the conversion dongle).  

What has happened is that the phone appears with the backlight very dimly lit (i.e I can just make out the screen).  When I disconnect the charger the charging light remains lit and the slider on the left has no effect, nor does the on-off button on the top.  The only way I can get the device working again is by taking the back off and taking the battery out.  This is a bit annoying as I have a crystal cover which is very snug and difficult to remove - I expect to break it if I try too many more times.  

• Software version is: V11.0.021 (15-06-2009)
• Custom version 11.0.021.235.07 (16-07-2009)

I called Three (my mobile service provider) for a resolution who suggested I need a software fix to go to 205.07 (which is a lower number than the 235.07 on the handset!) and the issue would be resolved

However, when I follow the link he sent me by email, Three do not actualy have a software fix listed for the Nokia N97.  So what I'm hoping one of you guys can tell me is:

1. Is the handset deffective and should I take the N97 back to Three for a swap?
2. Could there be something wrong with the charger  - should I take that back?
3. Is there a software/firmware fix I should apply, if so to which version?
4. Is this a known issue that Nokia are working on a fix for?
5. Is there any other way to prevent this happening?
6. Is there a way to reboot (without wiping the contents of the phone) without removing the back of the phone?

Any help gratefully received!

Cheers

Shakey64 

[shizo]

I experienced a similar problem, when connecting the USB Cable, the shortcut icons on the homescreen would change, and the keyguard switch would stop working.

Taking out the battery would work, but it is a hassle.  Instead, on the qwerty keyboard you can press the number shift key then dial 999 or 112 for the emergency services, and this will show on the screen.  From there you can fiddle about with it to get to the menu, I had to press send then cancelled the call quickly, and I was able to press the S60 applications key and turn the handset off from the menu.  Once powered back on, the keyguard switch was working again.

I have already had one replacement of the N97 and I am not keen on mailing things back and forth for a working phone. A real shame that this 'flagship' model has been plagued with problems.

Message Edited by shizo on 23-Aug-2009 05:06 PM

[rocfry]

I have exactly the same issue and this is my second phone wiht it and I cannot get my phone to unlock and this was fully charged.

Still found no resolution so will keep searching. What is Nokia doing. I recommend NOONE BUY an N97 until they fix this issue!

[melor2002]

MAN THANK YOU SO MUCH!!!

SEND IT TO NOKIA.......

[melor2002]

Ok now the problem come again

I desided to buy Iphone  3GS and throw the hell this machine 

at list I can unlock it by dialing 112...........

thank you for the tip

[Lordgazron]

Here is a copy of a chat I had with a Three customer support agent.  Apparently this fixes the problem.  Hope this helps. 

[Rayleen] There are a few things that we can check on this issue, you may not have to send the handset back.
[Visitor] I hope not
[Rayleen] Can you go into the main menu for me please, and then go to settings then phone?
[Visitor] ok
[Visitor] done
[Rayleen] Excellent, thanks can you now go into phone management and then auto keyguard for me/
[Visitor] ok
[Rayleen] We are looking for the keyguard locking period, can you tell me what it is set to please?
[Visitor] 1 min
[Rayleen] Great, OK what we need to do now is check the period of time out for the backlight on the screen.
[Rayleen] If you can come back to the main menu please and then go to settings, phone then display?
[Visitor] ok
[Visitor] It says 60-seconds for backlight time out
[Rayleen] OK, if you can change that to say 30 seconds for me.
[Visitor] ok
[Visitor] done
[Rayleen] The reason for this is that if these two settings are the same or the auto key guard is bigger than the back light timeout it causes conflict in the handset and it will sometimes lock itself and be very difficult to unlock.
[Visitor] ok
[Rayleen] Nokia are aware of this issue but, there is not currently a software version available to fix this issue, but if you can go back into the auto keyguard lock and change the setting to less than 30 seconds or again change the lighting to more than 1 minute it should stop this from happening.
[Rayleen] Sorry about the confusion there, the backlight timeout should definitely be higher than the auto key guard time.  This should resolve it.  What I would suggest is monitoring this over the next couple of days and seeing if this resolves the problem.
[Visitor] oh ok
[Rayleen] Is there anything else that we can help you with this afternoon?
[Visitor] Nope
[Visitor] Hopefully this will resolve the issue
[Visitor] Thanks for your help
[Rayleen] Thanks for using this service. In the future, you could try using our help and support section on http://www.three.co.uk or My3 to get help for your phone. You'll be able to get access to a range of FAQs, user guides, and troubleshooters.
[Rayleen] If you need any further assistance please do not hesitate to contact us again, have a good day.