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Solution Matrix HTC EVO 4G LTE (APX325CKT) Basic troubleshooting and usage instructions for the HTC EVO

O 4G LTE (APX325CKT) Details Some links in this document launch a specific page in the User Guide. To go from page to page, click navigation buttons as shown below.

The HTC EVO 4G LTE(APX325CKT) features the Android 4.0 (Ice Cream Sandwich) Operating System Voice Network: Nationwide Sprint Network Data Network Speed: Sprint 3G (EVDO Rev A) and Sprint LTE 4G Network Network Technology: CDMA 800 and CDMA 1900 MHz, LTE Operating System: Android 4.0 (Ice Cream Sandwich) Programming Instructions Fact Sheet Get Started Guide User Guide - Android 4.0 Ice Cream Sandwich Known Issues Virtual Phone Menu Matrix Current Software/PRL Version o Note: If customer does not have a data plan or does have a cancelled NAI, refer them to an authorized Repair center for upgrade. Accessories Device / Features Applications Social Media and Networking Device Troubleshooting Software Troubleshooting Bluetooth Troubleshooting

Device / Features

Back-Up Contacts / Content Sync Backup and Restore Contacts for Phones (CDMA) Back Up and Restore Your Contacts

Basic and Advanced Features Navigate the Home screen Navigation buttons Favorites Tray Use lock screen Set screen lock Unlock phone Change Wallpaper Make phone call Working with apps Use folders Add widgets Use Power Control widget Manage notifications Manage downloads Optimize memory usage Search phone & the web Enter and edit text Keyboard tips and shortcuts Touch and type gestures Type text by speaking Use Voice Actions Voice Action commands Encrypt phone Use accessibility features Use TalkBack Use Explore by Touch Data Connections Launch a Web Connection Data Connection Status and Indicators Turn the Data Connection On or Off Switch to CDMA Mode to Save Battery Power

Battery Charge Extend Battery Life Optimize/extend battery life Airplane mode

Bluetooth Turn Bluetooth On or Off Change the Phone Name Connect a Bluetooth Headset or Car Kit Reconnect a Headset or Car Kit Disconnect or Unpair Bluetooth Send Information Using Bluetooth Where Sent Information is Saved Receive Information Using Bluetooth Use Bluetooth FTP Server Share Content with Android Beam

Camera Launch the Camera Take a Photo Record a Video Taking a Photo While Recording a Video Camera Scenes Change Camera and Video Settings View Photos and Videos Start a Photo Slideshow Watch Videos Edit Your Photos and Videos View Photos in Your Social Networks Print Your Photos Share Your Photos and Videos Wireless Display Create a Slideshow with Movie Editor Change the Soundtrack Share Your Slideshow From Gallery

Contacts Getting Contacts Into Your Phone Transfer Contacts from Your Old Phone Your People List Your People App Profile Add a New People Entry

Device Basics Front panel Back panel Kick stand Turn On/Off Lock Screen Change the Lock Screen Style

Display Settings Turn Screen On/ Off Screen Navigation Home Screen Customize Lock Screen Customize Home Screen Extended Screens Launch Bar

GPS/Location Settings Location setting HTC Car Google Maps Google Latitude Telenav GPS Navigation

Find People You Know on Social Networks Import or Copy Contacts Merge Entries in People Contact Information and Conversations Edit a People Entry Delete an Entry Delete Multiple Entries Create a Contact Group Edit a Contact Group Send a Message or Email to a Group Rearrange Your Contact Groups Delete Groups Add a People Widget Set the Default Communication Method Send Contact Information Back Up and Restore Your Contacts HTC Sync Manager Install HTC Sync Manager Get Started with HTC Sync Manager Import More Media to the Library Add New Media to Your Library Automatically Check for New Software Updates HTC Sync Manager Supported File Formats Play Music in HTC Sync Manager Create a Playlist in HTC Sync Manager

Enable Data Roaming Wi-Fi Virtual Private Networks (VPN) Use Your Device as a Modem Sprint Hotspot Airplane Mode Update Profile Wi-Fi and Sprint 4G Reference Matrix

HTC Sense Input Keyboard Change Keyboard layout Enter Text by Speaking Swype Keyboard Adjust Swype Settings Using Predictive Text Add a Word to the Predictive Text Dictionary Edit or Delete a Word in Your Personal Dictionary Back up Your Personal Dictionary to Your Storage Card Restore Your Personal Dictionary from Your Storage Card Select Text Copy and Paste Text Setup Application Recent Apps

Scene Auto-rotate Screen Animation Text Size Brightness Screen Timeout Keep the Screen On While Charging Change the Wallpaper Calibrate the Screen

Icons on Phone Status Bar Status Icons Notification Icons Notification Panel Notification LED

Maintenance Releases Not yet available

Manufacturer

Memory Insert the microSD Card Remove the microSD Card Check the microSD Card Memory Erase the microSD Card Unmount the microSD Card Copy Files to or from the microSD Card

View Photos and Videos in HTC Sync Manager Set Up HTC Sync Manager to Recognize Your Phone Set Up Your Phone to Sync with your Computer Syncing Your Phone and Your Computer Ripping Music from a CD with HTC Sync Manager Music Browse for Music Listen to Music Make Your Music Sound Better Find Music Videos on YouTube Update Album Covers Playlists Music and Ringtones Share Music Using Bluetooth Use the Music Widget FM Radio Tools/Productivity Calculator Clock & Alarm Stocks Weather Create a Task Link a Task to a Contact Link a Task to a Location Manage Tasks View the Unified Task List Create a Task List Manage Task Lists Back Up or Restore Tasks Near Field Communications (NFC) Beam screen content Turn on NFC Turn on Android Beam Ringers/Sounds Silent Mode Vibrate Volume Phone Ringtone Other Incoming Call Options Notification Ringtone System Sounds Settings Sound Set Application Tabs Location Settings Language Settings Date & Time Settings Keyboard Settings Change the Email Account Settings Text and Multimedia Message Settings Software / PRL View Software Version on Phone Update Phone Software View/Update PRL Version on Phone

Updates Update Your Phone Firmware Update the Operating System Update Your Profile Update Your PRL

Change Tasks Settings Dropbox SkyDrive Voice Recorder

Applications Applications Allow Installation of ThirdParty Programs Clear Application Cache and Data Select the App to Open Data Items Stop Applications Using Task Manager Google Play Browser Optimize data usage Accessibility settings for Browser Open the Browser Private Browsing Add and Manage Your Bookmarks Save Web Content For Later Browsing History Download File and Apps from the Web Set Browser Options Copy Text, Look Up Information, and Share Calendar Create an Event View the Calendar Manage Calendar Events Accept or Decline a Meeting Invitation Set Reminders for your Events Show or Hide Calendars and Tasks Change Calendar Settings About the Calendar Widget Send a Meeting Request E-mail Add a POP3 or IMAP Email Account Add an Exchange ActiveSync Account Check Your Mail Inbox Send an Email Message Resume a Draft Email Message Save an Email Message in Tasks Print Your Email Messages Search Email Messages Work with Exchange ActiveSync Email Set Your Out of Office Status Manage Email Messages Sync Email Less Frequently Change the Email Account Settings Delete an Email Account Add the Mail Widget Phone Learn phone app Dial using phone app Make phone call Answer/reject phone call Divert calls Gmail Create a Google Account Add Gmail accounts Forgot Gmail password Sign In to Your Google Account View Your Gmail Inbox Send a New Gmail Message Reply To or Forward an Email Message Get Help with Gmail Search Gmail inbox Change Gmail settings

Google Search Use Google Search Set searchable items Manage privacy settings Search tips and& tricks

Google Wallet Google Wallet Reference Matrix

People Find People Edit details Change settings

Product Known Issues Product Known Issues

Use Quick Responses End call Call Log Place Internet (SIP) call Listen to voicemail Options during call Call Using the Phone Dialer Call From Call History Call From People Call Using a Speed Dial Number Call a Number in a Text or Email Message Call Emergency Numbers Answer an Incoming Call Mute the Ringing Sound Use the Quiet Ring on Pickup Feature Reject an Incoming Call Caller ID Call Waiting 3-way Calling Call Forwarding In-call Options Add an Internet Calling Account Make an Internet Call Speed Dial View Call History Save a Number From Call History Prepend a Number From Call History Erase Call History TTY Mode DDTM Mode

SMS/MMS Messaging Voice Text Messaging Matrix Google Voice Matrix Send a Text Message (SMS) Use Preset Messages Send a Multimedia Message (MMS) Create a Slideshow Save and Resume Composing a Draft Message Check Your Messages Save an Attachment Save a text message as a Task Protect a Message from Deletion Delete a Single Message Delete Several Messages Within a Conversation Delete a Conversation Delete Several Conversations Back Up and Restore Your Text Messages Text and Multimedia Message Settings Add the Messages Widget Sprint TV Watch TV and Movies Sprint TV Radio Matrix NASCAR Sprint Cup Mobile NASCAR NASCAR Sprint Cup Mobile Matrix

Voice Mail Set Up Visual Voicemail Review Visual Voicemail Voicemail Notification

Voice Search Use Voice Actions

Security Use Face Unlock Use a Screen Unlock Pattern Use a Screen Unlock PIN Use a Screen Unlock Password Disable the Screen Lock Encrypt Data on Your Phone

HTC Watch Create or Sign In to Your HTC Watch Account Rent or Buy a Video with HTC Watch Manage Your HTC Watch Downloads Change the HTC Watch Settings Check Whats Linked to

Sprint NBA Mobile Sprint NBA Mobile Matrix

Your HTC Watch Account Delete Your HTC Watch Account HTC Watch FAQs

Social Media and Networking Facebook Facebook Friend Stream Facebook contacts Support: www.facebook.com Flickr Support: www.flickr.com fring Calls Contacts Login Messaging Settings Troubleshooting User Guide Support: www.fring.com Google Google+ Google Talk Google Play Google Wallet Account Google Maps Google Latitude Twitter Twitter Friend Stream Support: www.twitter.com YouTube YouTube Support: www.youtube.com

Device Troubleshooting Android OS Troubleshooting Reset Unlock Pattern SCRTN (##72786#) View Software Version on Phone Software Troubleshooting 67 / 1012 Data Error Bluetooth Troubleshooting Bluetooth Pairing Turn Bluetooth On or Off Error 16 Hard Reset Ringer / Vibrate / Speaker - Not Working Update Data Profile View/Update PRL Version on Phone Reset Device (Factory Data Reset) RTN (##786#) Update Phone Software Soft Reset

Android OS Troubleshooting

Device Battery Life Issues Device Charging Port Issues Device Freezing or Locking Up Device Powercycling Issues Device Reset or Power Down Touchscreen Issues

Back to Top Ringer/Vibrate/Speaker Not Working If ringer, vibrate, or speaker is not working: 1. Confirm ringer, vibrate, or speaker is turned on. 2. Turn off phone for 1 minute. 3. Turn on phone. 4. Has issue been resolved? If Yes: Tell customer if they continue to have this issue they may need to take their phone to an authorized Repair center. If No: Refer customer to an authorized Repair center. 5. Note account.

Back to Top View Software Version on Phone 1. 2. 3. 4. 5. 6. Tap Home > Apps icon (located in Favorites tray) Tap Settings. Scroll up and tap About. Tap Software information Software version is displayed. Tap Home to return to Home screen.

Back to Top Update Phone Software 1. 2. 3. 4. Tap Home > Apps icon (located in Favorites tray) Tap Settings. Scroll up and Tap System Updates Tap HTC software update a. Phone will check for updates and prompt to install them or display Your system is currently up to date. 5. Tap Home to return to the Home screen.

Back to Top View/Update PRL Version on Phone View PRL Version 1. Tap Home > Apps icon (located in Favorites tray)

2. Tap Settings. 3. Scroll up and tap About 4. In About, tap Software information. 5. In Software information, the PRL version is displayed that is currently on the phone. Update PRL Version 1. Tap Home > Apps icon (located in Favorites tray) 2. Tap Settings. 3. Scroll up and tap System Updates. 4. Tap Update PRL. Phone will check for updates and display Attention The PRL has been upgraded. 5. Tap OK to continue. 6. Tap Home to return to the Home screen.

Back to Top Update Data Profile 1. 2. 3. 4. 5. Tap Home > Apps icon (located in Favorites tray) Tap Settings. Scroll up and tap About. Tap System Updates Tap Update Profile. o Phone will check for updates and display Attention The profile has been updated. 6. Tap OK to continue. 7. Tap Home to return to the Home screen.

Back to Top SCRTN (##72786#) 1. Look up the Mobile Subscriber Identification (MSID) and the Master Subsidy Lock (MSL) code. 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 or customer can continue with activation.

9. When Congratulations! Device has been activated appears, tap OK. 10. On Checking for PRL update screen, the phone will check for and update the PRL. 11. On The PRL has been upgraded screen, tap OK. o Home screen appears and the setup is complete. o Phone is now ready to make voice and data calls. Back to Top RTN (##786#) Remember: This will erase all saved data on the phone. No RTN should be completed on a device that is not in a Sprint Coverage Area. 1. Look up the Mobile Subscriber Identification (MSID) and the Master Subsidy Lock (MSL) code. 2. Tell customer how to backup contacts prior to RTN. 3. Warn customer that any data they have saved on the phone will be lost. 4. From the Phone dialer, dial ##786#. 5. On RTN screen, tap Reset. 6. On Check MSL screen, tap the blinking cursor to display the keypad. 7. Use the keypad to enter the 6-digit Master Subsidy Lock (MSL), then tap OK. 8. On Reset: Reset the phone to manufacturers default? screen, tap Yes. This operation resets the phone to the factory defaults.

9.

10. 11. 12.

13. Back to Top Reset Device (Factory Data Reset)

All of the customers personal information will be lost. The phone will power down and reset itself, then turn back on automatically. On Welcome screen, tap Start. On Hands Free Activation screen, the phone will contact the network and automatically provision/activate. When Congratulations! Device has been activated appears, tap OK. On Checking for PRL update screen, the phone will check for and update the PRL. On The PRL has been upgraded screen, tap OK. Customer will follow a series of on screen prompts to link their Google account to the phone and complete set up. See Programming HTC EVO 4G LTE for step-by-step instructions. On the Home screen, tell customer how to import contacts back onto phone.

Remember: This will erase all saved data on the phone. No reset should be completed on a device that is not in a Sprint Coverage Area. 1. Tell customer how to backup contacts prior to reset. 2. Warn customer that any data they have saved on the phone will be lost. 3. Tap Home > Apps icon (located in Favorites tray) > Settings. 4. Scroll up and tap Storage. 5. Scroll up and tap Factory Data Reset 6. Tap Erase all Data. The phone will power down and reset itself, then turn back on automatically. 7. On the Welcome screen, tap Start. On Hands Free Activation screen, the phone will contact the network and automatically provision/activate. 8. When Congratulations! Device has been activated appears, tap OK. On Checking for PRL update screen, the phone will check for and update the PRL. 9. On The PRL has been upgraded screen, tap OK. 10. Customer will follow a series of on screen prompts to link their Google account to the phone and complete set up. See Programming HTC EVO 4G LTE for step-by-step instructions. 11. On the Home screen, tell customer how to import contacts back onto phone.

Back to Top Hard Reset Remember: This will erase all saved data on the phone. No reset should be completed on a device that is not in a Sprint Coverage Area. 1. Tell customer how to backup contacts prior to reset. 2. Warn customer that any data they have saved on the phone will be lost.

3. Turn off Fast Boot Mode: Tap Apps>Settings>Power, remove the check mark from Fast Boot. 4. Press and Power button and choose Power Off 5. Once device has booted all the way down, press and hold the Volume DWN and PWR BUTTON at the same time until the bootloader starts. 6. Use Volume Down button to select factory reset. 7. Press Power button to select. 8. The phone will power down and reset itself, then turn back on automatically. 9. On the Welcome screen, tap Start. 10. Customer will follow a series of on screen prompts to link their Google account to the phone and complete set up. See Programming HTC EVO 4G LTE for step-by-step instructions. 11. On Attention: The profile has been updated screen, tap OK to continue. 12. On the Home screen, tell customer how to import contacts back onto phone. Back to Top Soft Reset A soft reset clears and shuts down all active programs. This can help when the device is running slower than normal or not performing properly. No data is lost and settings remain the same. To perform a soft reset, follow these steps: 1. Save any files that are open. 2. Press and hold the Power key at the top of the device. 3. Tap Restart. a. You may also tap Power off and then press the Power key to turn your device on again. NOTE: If your device has locked up or is unresponsive, you can perform an alternate reset by pressing and holding the Power key for 10 seconds. The three keys at the bottom of the device will blink when it is close to restarting. 1. Back to Top Reset Unlock Pattern When a customer fails to draw the correct unlock pattern on the screen after 5 attempts, they are prompted to wait for 30 seconds before they can try again. If the customer forgets their unlock pattern and needs to reset it: 1. On You have incorrectly drawn your unlock pattern warning message, tap OK. 2. Tap Forgot pattern? 3. On Account unlock screen, enter Google email account setup on the phone then tap Sign in. If customer has forgotten the Google email username and password, a Hard Reset must be performed on the phone.

4. On Unlock selection screen, tap type of unlock selection preferred. 5. Follow prompts to establish a new unlock pattern or to select a different method of unlocking the phone. Back to Top Software Troubleshooting Error 16 1. Authenticate the account. 2. Validate if Error 16 UAI note displays. o If UAI displays: Follow the instructions in the UAI note. o If UAI does not display but caller heard Error 16: Tell the caller to make another call from the same Sprint phone and to follow the message prompts for assistance.

Back to Top Error 67 / 1012 (Restore Data Profile) 1. Tap Home > Apps icon (located in Favorites tray) > Settings. 2. Scroll up and tap About phone. 3. Tap System Updates > Update Profile. o Phone will check for updates and display Attention The profile has been updated. 4. Tap OK to continue. 5. Tap Home to return to the Home screen.

Back to Top Bluetooth Troubleshooting Bluetooth Pairing 1. Tap Home > Apps icon (located in Favorites tray) > Settings. 2. Under Wireless & networks, tap Bluetooth. 3. If Bluetooth isnt turned on, tap the toggle for Bluetooth to turn it on. a. The phone scans for and displays the IDs of all available Bluetooth devices in range. 4. If the device the customer wants to pair with isnt in the list, make the phone discoverable by tapping on it at the top of the Bluetooth menu. 5. If the phone stops scanning before the other device discoverable, touch Search for devices. 6. In Available Devices section, touch the ID of the other device in the list to pair with phone. a. The devices pair with each other. i. If prompted to enter a passcode, try entering 0000 or 1234 (the most common passcodes), or consult the documentation that came with the device to learn its passcode. b. If the pairing is successful, the phone connects to the device.

Back to Top Turn Bluetooth Technology On or Off Or 4. Open the Notifications panel, and then touch settings. 5. Touch the Bluetooth On/Off switch to turn it on and off. Back to Top 1. Tap Home > Apps icon (located in Favorites tray) > Settings. 2. Under Wireless & networks, tap Bluetooth. 3. If Bluetooth isnt turned on, tap the toggle for Bluetooth to turn it on.