Troubleshoot Guides
Guides
- Could not establish trust relationship for the SSL TLS secure channel
- Fastboot Auth Fail - 9999 error
- Invalid response code 0003 from Dual Connection
- Invalid response code 02 from Service SN WS-Serial out not in VOI status
- Invalid response code 03
- Invalid response code 04 from Same SN Transfer
- Invalid response code 2222 from Get GPPD ID
- Invalid response code 5006 from PCBA Dispatch
- Invalid response code 5014 from PCBA Dispatch
- Invalid response code 5015 from PCBA Dispatch
- Invalid response code 5070
- Invalid response code 5090
- Invalid response code 5102 from PCBA Dispatch
- Invalid response code 7059
- Masc request count exceeds daily limit
- PCBA information missing
- PKI connection failure
- SN not found in warranty database
- The remote name could not be resolved
- The remote server returned an error
- The remote server returned an error 607
- Unable to connect to the remote server
- Warranty status not supported
English: Request value not found
Description: LMST can’t load required value from local matrix, recipes.
Example:
Solution:
1. Raise CR to tool team with LMST error report, so we can add the part number to server.
English: eToken is missing or invalid
Description: When launch LMST, it report eToken is missing or invalid, this means LMST can’t find USB eToken hardware on your PC.
Example:
Solution:
1.Please make sure you have plugged in the USB eToken and token USB driver has been installed.
2.Chek you can see the token IP from eToken PKI Client
3.Check token application exist on your PC
(1)make sure token application "C:\ProgramData\Motorola\SmartTool\HwToken\Token_V7\TokenConnect.exe" exist.
(2) If does not exist, the application might be killed/removed by antivirus. Please whitelist the application and restore it.
(3)if the file is deleted or broken, please delete the C:\ProgramData\Motorola\SmartTool\HwToken\Token_V7 folder, log in LMST online to re-download the token application.
Portuguese: eToken está faltando ou é inválido
English: Invalid eToken config IQS
Description:eToken config is invalid
Example:
Solution:
1.PC public IP may not add to RSD website
(1)Use "www.whatismyip.com" to get your network public IP.
(2)Go to RSD website->eToken->Registration->Edit eToken, input your token SN, add the public IP for your token (Refer MSRSD-13450)
2.The DBS userId doesn't match LMST userId.
(1)Please contact your local TS team.(Refer MSRSD-13812)
3.gateway server issue which caused more load and timeout with rsd services
(1)please retry, if same issue, raise CR to tool team(Refer MSRSD-13742)
4.IMEI is prepaid, but eToken doesn't have prepaid permission. (1)Please contact your local TS team to add prepaid permission to your eToken on RSD website.(Refer MSRSD-13308)
Portuguese: configuração-IQS de eToken inválida
English: No data returned
Description: eToken is valid, but can’t get response from eToken
Example:
Solution:
1.Open eToken PKI Client on PC, check whether you can read the token SN from the application, refer to following screenshot, note in the screenshot Step 2, the gear icon need to be grayed out to show token info on the left.
If you can see the token info, the driver and token are good. Otherwise it is token hw issue. You may need a new token.
2.If you can see the token info, plug the etoken to another USB port on your PC and retest.
3.if still doesn’t work, make sure the token dll are not killed or quarantined by Antivirus. You can delete the whole folder C:\ProgramData\Motorola\SmartTool\HwToken, log in online to let LMST download the files again.
Portuguese: Nenhum dado retornado
English: How to select IMEI programming use case
1.There are multiple IMEI progamming use case in LMST:
"NewSN": PCB must have an IMEI with VOI warranty status in iBase, LMST request a new IMEI from server, the new requested IMEI TAC is same as PCB existing IMEI TAC.
"SameSN": PCB must have an IMEI with VOI warranty status in iBase, when start test, must scan an ACT IMEI, LMST program this ACT IMEI to PCB.
"PCB Provisioning": PCB must have a VOI IMEI or empty IMEI, when start test, scan an ACT or VOI IMEI as reference
-if PCB IMEI TAC is different with scanned IMEI TAC, LMST request a new IMEI based on scanned IMEI TAC, and program this new IMEI to PCB.
-If PCB IMEI TAC is same as scanned IMEI, the IMEI on PCB won't be changed.
-if PCB IMEI is empty, LMST request a new IMEI based on model selected on UI, and program this new IMEI to PCB.
"SeedStock": PCB must have an IMEI, but LMST don't validate the warranty status. IMEI won't be changed, only switch carrier info such as cid/channel id/simlock.
"IMEI Wipe":wipe imei on PCB, after test, IMEI on PCB is empty, you can only use "PCB Provisioning" to progam a new IMEI
2.Common process:
After run above use case, a new IMEI is programmed to device, this IMEI will have VOI status in iBase. But this IMEI don't have sales model information in iBase, you can run "Model_Update" or "Warranty transfer" to copy sales model from scanned ACT IMEI to this new programmed IMEI.
"Model_Update": connect a new programmed PCB, when start test, scan an ACT imei, LMST will copy sales model information from ACT IMEI to this new programmed IMEI, the warranty status won't be changed for both IMEI
"Warranty transfer": connect a new programmed PCB, when start test, scan an ACT imei, LMST will transfer warranty info from ACT IMEI to this connected PCB IMEI, the warranty status of ACT IMEI will become VOI after transfer, and the warranty status of IMEI on PCB will become ACT after transfer.
3.In MASC, after swap a PCB or swap a phone for customer, when MDS order is closed, the returned PCB/phone IMEI should turn into VOI by MDS automatically, and customer's outgoing device IMEI should turn into ACT by MDS automatically.
If you found the IMEI is not in correct status, you need to send mail to iBase support team or MDS support team to turn the IMEI into correct status.
English: Failed to Login - SRP_Exception
Description: LMST log in fail.
Example:
1.
Solution:
1. Close LMST tool
2. Use your Microsoft Locker ID to login to RSD Website
English: SRP_EXCEPTION-Operation has timed out -Underlying connection was closed
Description: LMST Can’t connect to RSD server or can’t download file from RSD server.
Solution:
1.Might be local network issue. Please check whether you can login to RSD website.
2.Ask your IT to whitelist RSD server URL/Port.
English: Cannot find phone USB port
Description: The flash tool can’t find the phone USB port to flash the software.
Example:
1. SearchUSBPortPool failed!
2. Preloader COM port not found
Solution:
1.Please make sure you have followed the LMST instructions to plug in the phone at the right time point, otherwise the phone USB port may not be detected. 2.Remove battery from phone, wait for 10s
3.Open Device Manager ->Com Port
4.Plug the USB phone, check whether you can see Com Port under Device Manager ->Com Port
5. if yes, follow the instructions in LMST to Retest
6.If no, that means phone may totally dead, board repaired is required.
English: Default CID Run Kill Switch to Fix
Description: The phone has default CID, not customer CID
Example:
cid: 0x0000
Solution:
1. If device can power on normally, then run Kill switch to program the customer CID.
2. If device cannot power on normally, flash the device first to make sure it can power on, then run Kill switch to program the customer CID.
English: File does not exist
Description: The required software/Tool cannot be found on your PC
Example:
1.Symbol: xmlFile => file: C:\ProgramData\Motorola\SharedFirmwares\...\flashfile.xml does not exist
2.Symbol: recoveryFile => file: does not exist
3.Symbol: recoveryPath => file: C:\ProgramData\Motorola\SmartTool\RecoveryFiles\... does not exist
4. Symbol: fastbootExe => file: C:\ProgramData\Motorola\SmartTool\FlashTools\...\fastboot.exe does not exist
5. error: cannot load 'C:\ProgramData\Motorola\SharedFirmwares\...\super.img_sparsechunk.11': No such file or directory
6.Request file not found,refer to https://edart.motorola.com/browse/MSRSD-13824
Solution:
1.Redownload the Sw
Step1.Open Smart Downloader
Step2.Delete the target Firmware Folder, log in LMST online to let Smart Downloader re-download the file.
The target firmware is under C:\ProgramData\Motorola\SharedFirmwares or C:\ProgramData\Motorola\SmartTool\RecoveryFiles, the firmware folder name is displayed on LMST UI as “Target Version”.
So the full firmware folder for above screenshot is C:\ProgramData\Motorola\SharedFirmwares\BRONCO_G_T3TBS33.2-28-2-9_subsidy-DEFAULT_regulatory-DEFAULT_cid50_CFC.xml
Or C:\ProgramData\Motorola\SmartTool\RecoveryFiles \BRONCO_G_T3TBS33.2-28-2-9_subsidy-DEFAULT_regulatory-DEFAULT_cid50_CFC.xml
Delete this folder to let LMST re-download.
2.Another possible reason is there is blank space in the file path, such as “D:\Moto Firmware\xxx”, “fastboot flash auth_key C:\Users\MOTO 1\AppData\xxx”, you can see there is space inside the file path which cause windows can’t load the file. Please remove any space from the path on your PC.
Portuguese: O arquivo não existe
English: FRP Run Kill Switch
Description: The phone has google account. Erase FRP step is already added to most reflash/force flash recipes, and that requires an e-token connection.
Example:
frp-state: protected (77) Finished. Total time: 0.000s
Solution:
1. Make sure e-token is connected when flash the FRP locked device.
2. Use Kill switch to erase FRP.
English: Phone Communication breakage
Description: the communication between phone and PC is broken during software flashing
Example:
1.Too many links
2.Error: timed out
Solution:
1.Please use a new USB cable or change to a new USB port to retest.
2.USB port on phone might be defective, please re-soldering the USB port or change a new USB port.
English: Phone status abnormal
Description: The phone might be in abnormal status which causes flash tool can’t communicate with phone.
Example:
1. Connect BROM failed: STATUS_BROM_CMD_STARTCMD_FAIL
2. ERROR: STATUS_DOWNLOAD_EXCEPTION
Solution:
1.Remove battery from phone, wait for 10s
2.Follow the instructions in LMST to Retest
English: Read CID issue
Description: The phone is not connected in fastboot mode.
Example:
Solution:
Connect device in fastboot mode to run the use case.
English: Software downgrade issue
Description: The phone Sw version is higher than LMST released Sw version, this might be caused by:
Some users were deployed with pre-soak OTA update before the Software is officially approved, so LMST has not released it yet.
The test station didn’t log in online to get the latest Software.
Example:
Solution:
1.Open SmartDownloader, login LMST online to download the latest software, if no latest software is downloaded, open CR to tool team to release the latest software.
English: Battery capacity is very low
Description: Normally happened on “Fastboot Continue”/“Fastboot Reboot” related step, from error report your can see following log: Warning: battery's capacity is very low. The step fail due to phone battery voltage is too low. Need to charge battery to 30% then retest.
Example:
https://edart.motorola.com/browse/MSRSD-13515
Solution:
1.
Charge battery to 30% then retest.
English: Device in Snapshot state
Description: If OTA fail, device might be in “snapshot” or “merging”
state, under this state, LMST can’t run some test like “erase userdata” on the
device.
Normally we can see this error in
KillSwitch or Reflash use case, where before erase userdata, we will check
device OTA state, if in “snapshot” or “merging” state, LMST will fail the test
to ask you to Reflash device firstly.
Example:
From Error report you
can see following error:
On qualcom product:
(bootloader) Erasing
userdata is not allowed in snapshotted state.
(bootloader) Erasing
userdata is not allowed in merging state.
(bootloader) Cannot
erase userdata while a snapshot update is in progress
On MTK product:
Writing 'super'
(bootloader) Snapshot
cancel is not allowed in lock state!
Solution:
1.Run Reflash firstly to flash
latest Sw to device. Then retest KillSwitch.
2.If Reflash fail, it might be old
MTK product which need to flash debug token to erase OTA state, raise CR to
tool team to fix the issue.
English: Program Default Datablock fail
Description: Normally we can see this error in NewSn use case when
try to program default IMEI to device, LMST failed to get response from device.
Example:
https://edart.motorola.com/browse/MSRSD-13933
From error report you
can see phone “baseband” sw version is unknown:
(bootloader) version-baseband:
<not found>
Solution:
1.Run Reflash to flash latest Sw to
device.
Then goto Settings->About
phone->Android version->Base band version, check whether the version is
“unknown”.
If version is “unknown” it is HW
issue. If it is normal, you can retest NewSN.
English: Wait for Device Connection Fail
Description: LMST can’t connect to device Network interface
Example:
Solution:
1.Make sure device is able to power
on normally, if device stuck on M logo, or keep restarting, or stay in fastboot
mode, you need to Reflash Sw to make sure device can power on, then retest.
2.if device can power on, when test failed, keep phone connected, open device manager, make sure you can see “Motorola USB Network Interface” in device manager:
3.if you can see “Motorola USB Network Interface” in device manager, open cmd widnow, type “ipconfig /all”, check IP address of the Motoroa USB Network interface is 192.168.137.x:
4. if the IP is not 192.168.137.x, from your PC Network & Internet Settings ->Ethernet -> Change Adapter Options -> right click on “Motorola USB Network” adaptor ->select “Properties”, manually change the IP to “192.168.137.1” then retest.
Portuguese: Aguarde a falha na conexão do dispositivo
English: Could not establish trust relationship for the SSL TLS secure channel
Description: LMST use multiple webservice to interact with different internal system during test, these system need certain certificate installed on your test PC to setup secure communication between your test PC and moto internal server. If certificate missing, it will report this error.
Example:
From error report, the Dual Connection web service failed due to: The underlying connection was closed: Could not establish trust relationship for the SSL/TLS secure channel.
Solution:
1.If issue persists on different devices, try to install the certificate in CR https://edart.motorola.com/browse/MSRSD-13283
English: Fastboot Auth Fail - 9999 error
Description: Fastboot Auth step fail due to web service return 9999 error. From log you can see follow error
20240508:154531:0262~58-SmartWeb.SignDataBlockService[Verbose]** SignDataBlockOutput StatusCode: 9999 StatusData: Request Failed TransactionId: xxxxxxxxxxxx PkiResponse: [NULL]
20240508:154533:0283~58-SmartDevice.Recipe[Error]** Error during step 'Fastboot Auth CID': No data returned **
Example:
https://edart.motorola.com/browse/MSRSD-14082
Solution:
Possible reason:
1.Your token is not allowed to process current device due to device not belong to your region:please contact your TS team to check why you receive a device that not from your region/country 2.The same IMEI can only be requested by the same MASC within 3 days: please contact your TS to check why same IMEI is process by different MASC within 3days. 3.the DBS request need L3/L4 token permission(IMEI/simlock programming), but your token only has L1/L2: update your token permission on RSD and contact your TS team to approve it on RSD.
4.MASC request exceed daily limit: contact your TS team to confirm how many request you can make per day
English: Invalid response code 0003 from Dual Connection
Description:
Invalid response code '0003' from Dual Connection: Dual IMEI and/or primary IMEI exists in iBase already.
The dispatched IMEI already exist in iBase
Example:
https://edart.motorola.com/browse/LMST-3345
Solution:
1.Process issue, after test failed, need to disconnect phone, then reconnect phone to start the test.
English: Invalid response code 02 from Service SN WS-Serial out not in VOI status
Description: For NewSN, for outgoing IMEI it should be in VOI status.
Example:
https://edart.motorola.com/browse/LMST-3325
Solution:
1.Properly a recipe issue, the 'New SN Validation' step is not allowed to be skipped in the recipe. Create CR to tool team to update the recipe.
English: Invalid response code 03
Description: Invalid response code 03 from Service SN WS: Serialin not in ZUPD_SN_REPOS table.
for NewSNValidation step, it will check whether the incoming IMEI is in iBase. If fail that means the IMEI is not in iBase.
Example: MSRSD-12062
Solution:
1.this PCB might be FRU boards, so the IMEI is not in iBase, you can wipe the existing IMEI and run PCB_Provisioning to program a new IMEI.
2.It is also might be data issue in iBase, you can raise CR to tool team to check.
English: Invalid response code 04 from Same SN Transfer
Description: The scanned user IMEI is already run SameSN recently, you can’t run SameSN on this IMEI again.
Example:
Solution:
1.Contact your technical support focal to unlock the IMEI to allow run Same SN again.
English: Invalid response code 2222 from Get GPPD ID
Description: Invalid response code '2222' from Get GPPD ID: Input string Should be 14 or 15 digits long
Example:
https://edart.motorola.com/browse/MSRSD-13465
Solution:
1.For Same SN, please scan the correct user IMEI
English: Invalid response code 5006 from PCBA Dispatch
Description: BT/WLAN MAC address are not available in server for dispatch
Example: https://edart.motorola.com/browse/MSRSD-12884
Solution:
1.Raise CR to tool team to fill new MAC address to server
English: Invalid response code 5014 from PCBA Dispatch
Description: IMEI is not available in server for dispatch
Solution:
1.Raise CR to tool team to fill new IMEI to server
English: Invalid response code 5015 from PCBA Dispatch
Description:
1.User input incorrect IMEI
2. IMEI on device is invalid
Example:
https://edart.motorola.com/browse/MSRSD-14072 https://edart.motorola.com/browse/MSRSD-14076
ResponseCode: 5015
ResponseMsg: Serial number type should be either MEID or IMEI or MSN
Solution:
1.Should in put correct IMEI
2.If IMEI on device is invalid, it might be SW issue, please raise CR
English: Invalid response code 5070
Description: From error report you can see the error “Invalid response code '5070' from ODM KillSwitch service: Invalid serialNumber”. For some products, when run KillSwitch to erase FRP partition, LMST need to read IMEI from device and send to GPS server to get an auth key. But the IMEI read from device is invalid.
Example:
Solution:
1.Input “*#06#” on dial pad to check device has a valid IMEI. If don’t have a valid IMEI, please program a new IMEI to device firstly then run KillSwitch again.
English: Invalid response code 5090
Description: From error report you can see the error “Invalid response code '5090' from ODM Data Signing service: Masc request count exceeds daily ODM limit”. This is due to the number of data sign request for ODM product exceed daily limit for your MASC code.
Example:
https://edart.motorola.com/browse/MSRSD-14079
20240507:131945:7275~61-SmartWeb.DataSigningODMService[Verbose]** DataSigningODMOutput ResponseCode: 5090 ResponseMessage: Masc request count exceeds daily ODM limit ReturnedData: [NULL]
Solution:
1.Raise CR to tool team, and contact your TS team to cofirm the number of request your MASC code can make each day, the tool team will set new limit for your account.
English: Invalid response code 5102 from PCBA Dispatch
Description: Each MASC code has a specified quota to dispatch the IMEI, if number of dispatched IMEI exceed the limit, it will report the 5102 error.
Example:
Solution:
1.Contact your local technical support team for help.
English: Invalid response code 7059
Description: Your PC public IP is not configured to RSD website for your eToken.
Example:
Solution:
1.Use "www.whatismyip.com" to get your network public IP.
2.Go to RSD website->eToken->Registration->Edit eToken, input your token SN, add the public IP into your token.
3.Submit and contact your local technical support team to approve.
English: Masc request count exceeds daily limit
Description: Each MASC has a specified quota limit for DBS request, if exceed the limit it will report this error.
Example:
Solution:
1.Contact your local Technical support team for help
English: PCBA information missing
Description: The PCBA part number did not configure on LMST server.
Example:
Solution:
1.Raise CR to tool team with LMST error report, so we can add the part number to server.
English: PKI connection failure
Description: Failed to connect to PKI server
Example:
1. “Fastboot Auth CID” step fail due to PKI connection failure.
Solution:
1.Please sync your PC time with network and retest.
2.If still not work, raise CR to tool team to check:
- eToken has required PKI permission
- eToken may need to renew certificate. Refer to CR https://edart.motorola.com/browse/MSRSD-13864
English: SN not found in warranty database
Description: IMEI is not found in iBase
Example: https://edart.motorola.com/browse/MSRSD-13845
Solution:
1.Make sure you input the correct IMEI to start the test.
2.Contact your local TS team to investigate why the IMEI is not in iBase, possible reason:
(1)If MDS is able to find the IMEI, but LMST report this failure, it indicate the IMEI might be ODM FRU part which are not available in iBase.
(2)the device IMEI might be an invalid IMEI(not belong to moto product).
English: The remote name could not be resolved
Description: The remote name could not be resolved: 'ebiz-esb.cloud.motorola.net' means your network can’t resolve LMST server address, this indicates your local network issue.
Example:
https://edart.motorola.com/browse/MSRSD-13582
Solution:
1.Contact your network service provider to fix the issue.
2.A temporary solution is to change your PC network DNS to use 8.8.8.8 google DNS server in the setting of network adapter.
English: The remote server returned an error
Description: authentication fail on server side, might be server issue
Example: MSRSD-13542
Solution:
1.Login LMST again and retest.
2.if issue persist, it might be Server issue, raise CR to tool team with Error report.
English: The remote server returned an error 607
Description: authentication fail on server side, your etoken may be error.
Example:
Solution:
1.Your etoken is missing.
(1).Please make sure you have plugged in the USB eToken and token USB driver has been installed.
(2).Chek you can see the token IP from eToken PKI Client
(3).Check token application exist on your PC
-make sure token application "C:\ProgramData\Motorola\SmartTool\HwToken\Token_V7\TokenConnect.exe" exist.
-If does not exist, the application might be killed/removed by antivirus. Please whitelist the application and restore it.
-if the file is deleted or broken, please delete the C:\ProgramData\Motorola\SmartTool\HwToken\Token_V7 folder, log in LMST online to re-download the token application.
English: Unable to connect to the remote server
Description: LMST can’t connect to moto server
Example:
Solution:
1.Your local network issue, contact your IT provider to fix.
English: Warranty status not supported
Description: SN warranty status does not meet expectations
Example:
Solution:
1.if Running “New SN” use case
(1)The existing imei on PCB need to be VOI in iBase to run New SN use case
(2)if IMEI is not VOI, please run “IMEI Wipe” use case to wipe existing IMEI, then run PCB Provisioning use case to program a new IMEI
2.if Running “Same SN” use case
(1)The scanned user IMEI need to be ACT in iBase to run Same SN use case
(2)if scanned user IMEI is not “ACT”, please contact your local TS team to check why user IMEI is not “ACT”