Lessons Learned & Feedback

The GSM server has been serving 1.3 million GSM subscribers world-wide. We continuously update our standard FAQ within Live Support but once in a while we do discover unique cases working with our clients.  The best way to learn, is to learn from others. The best way to encourage you, is to provide you some of the feedbacks.   We have included some lessons learned from our clients.  Paul & Leo are our TREO 650 training coordinators, as you can see our clients had great determination and got to know our staff.  Submit your Lessons Learned.

Alert Updates:  Please always check back this page for the latest news.  The GSM Server was finally upgraded by British Telecom after several attempts, originally scheduled for Sep 29-30, 2005.  If you had ordered your TREO 650 unlock before Oct 13, 2005, you will need to download the new client treo650.zip again with the same link you were provided before.  Remember to select TREO as your Phone when unlocking.

Lessons & Feedback from our clients:

Quoting Greg (USA): Invalid Username/password!

My Friend Paul :-) you are not going to believe what was wrong......  The reason I kept on getting "Invalid Username/password!" etc was ONLY because of my Damm cookies being disabled lol, I always disable my cookies but accept them when I have no other choice.  I noticed that my when I launched the client software, since it launches the browser, I had that little logo telling me I was blocking cookies from the server, so I enables cookies, and Voila.  Thanks a lot for your patience and help, I will definitely get you guys more customers.  I guess you can add "Cookies enabled to you help list in the future :-) Thanks again Greg

Quoting Rumara (Canada): Subject: Re: CALCULATING CODE STOPS
[Rumara] I followed each step but I failed to get the codes from the server. The
calculation process took almost two hours without any success
Could you please tell me what is wrong.

----- Original Message -----
From: Cpanel - Treo Solution
Subject: Re: CALCULATING CODE STOPS
The hard reset is provided on your Treo 650 user manual. It's more straight forward there. http://kb.palm.com/SRVS/CGI-BIN/WEBCGI.EXE?New,kb=PalmSupportKB,CASE=obj(887)
Also a discussion of the goodness of a hard reset
http://blog.treonauts.com/2004/12/the_good_within.html
----- Original Message -----
Calculating code should take 5 seconds or less. So your Palm may have frozen.
There is a difference between soft reset and hard reset. Have you done a hard reset?
We will be online to assist you if needed.

[Rumara] Thank you very much. After a hard reset and a soft reset and test mode, I connected again to the server and finally the codes were there.
And my phone is now unlocked and it works very well with our gsm network.
God bless you guys.

Quoting Tommy (USA): Subject: Re: No Hardware Detected, Bootload.. nothing happens.

comments: I can't make it work after the bootload. computer is not asking for new hardware to be detected...

[Vanessa] Your comments tells us you have not completed Step 3 and therefore there is a conflict
between your hardware and ports.  This is also discussed in Lessons Learned.
 Please take a minute to look them over and complete Step 3.

Step 3 is..
If the Palm Hotsync Manager sys-tray icon is running you need to shut
that down before running the Unlock650 software for the server, as it will
try to use the same communication port. If you have used Pocket PC or
Microsoft Active Sync prior on this computer, it should be uninstalled
completely in Windows. Check, go to [Start][Control Panel][ADD-REMOVE
PROGRAMS] and look for Windows Active Sync - Remove it!.
 

[Tommy] Wow! I visited the Learned page and saw where I should
uninstall ActiveX versions, but I didn't think I really
had too.  I did it per your emailed reply and guess
what---- Got the Codes!  And the blasted phone is
UNLOCKED! I have honestly been reduced to tears!

Quoting ThemBoyds (USA):
Thank-You. It worked great. Don't know why PalmOne, TMobile or Cingular couldn't figure this out (or refused to) but you guys made my day with this phone. It was won in a contest by my Mother who gave it to me. It was Cingular branded and I use TMobile. No one, especially PalmOne, would help.  TMobile at least tried, but failed to get the unlock code. Cingular said tuff luck, sell it on E-Bay. You were a last resort for being able to use it as a phone and again thanks for making it possible.

Posted by: JJ (Poland):  server dongle error

I've followed the instructions and it goes through the "Treo
found....Treo initialized ok... connecting.... reading ....
calculating codes" it stops and gives me an error message "server dongle error".  Done it about 10 times with the same result.  Any ideas?
regards, JJ

[Response 1]   You are on the right track. In the FAQ, we talked about hard resetting your Treo when you run into generating error, have you tried that?  The server has detected your TREO to have a firmware error, which disallow the program to continue (producing a dongle error).  Take your time and follow your Treo User Manual to HARD Reset your Palm, at times it will fix it.  Once you have completed your Hard Reset, which will attempt to restore your Treo to "mint" condition, then wait 12 hours to allow our server to reset itself before performing the unlock again.  If this does not work, contact us on other options.  You cannot unlock your TREO until your TREO is free of firmware error.  If you have a new TREO, you can also contact Palm for a replacement.

[JJ] You are right, I took your word and finally decided to do the hard reset, it fixed the problem.  What are the last 4 codes?

Posted by: Steph (USA):  server dongle error

"Server Dongle Error" -- so i just searched for the newest firmware updater for Cingular treo and installed it back on my phone ---- then when i tried the SIM unlock, the server program happily obliged by delivering my codes to me ..

something to watch out for : once you've put your treo in red/green test mode, and you're gonna hit "execute" on the server program, make sure you change the setting from the default "ericsson" phone to "treo"

To obtain your Firmware Updater, visit http://www.palm.com/us/support/downloads/treo650updater/

Quoting Barry (USA):

----- Original Message -----  CANT UNLOCK 650 - "TREO palm NOT CONNECTED !!!"

EBLUBBXFHP: leo im lost
EBLUBBXFHP: im 53yrs old

Leo: No problem, we will walk you through to clean out your MS Windows.  When it says "Treo Not Connected", it is telling you your USB devices are conflicting and there is no connection from the GSM Server to your TREO. You need to disable Hotsync first and any other devices using the USB port.  We reviewed your system devices, you will need to disable your old Pocket PC, old Palm Handspring as well as your Hotsync, which is sharing the same USB port.  To temporary disable other devices. you may do this by stopping the service. Go to [Control Panel]-[Administrative Tools]-[Services], determine the right services, change it to "Manual".  You can also uninstall old software (particularly Microsoft Active Synch) by going to [Control Panel]-[Add & Remove Program] if you don't need them anymore, and reboot your computer.  The TREO is just using your cable to connect via your PC to the Internet.

Another issue can arise if you had skipped the driver install, a likely result if your TREO was not plugged in when you begin your Test Mode or an older version of HTC driver exists on your PC.  If you had forgotten to plug it in, then soft reset your TREO, unplug and replug and bring it to Test Mode again!. TREO can only be in test mode after your cable have been connected from PC to TREO.   

 

If the above step does not accomplish it, then trigger Windows to prompt for the new drivers. You first verify if the HTC driver has been installed on your Device Manager. You can uninstall it and let Windows detect a newer version of the HTC hardware.

To check for drivers in Windows, go to [Control Panel] [System] [Hardware] [Device Manager] look around for HTC Device and (right click) - Uninstall it!  Then reboot computer.  Start from beginning step 1.  Windows will detect a new device and prompt for the HTC driver.

 

If you cannot find the HTC device, then you want try to add the driver..
You should consult your MS Window's Manual or contact Windows for support  or if you are in a hurry I would borrow another computer so you don't spend all this time fixing your MS Windows.

Posted by: Dain (USA).  Browser Does not Open
I am trying to unlock my treo 650 but the software that I downloaded gave me two options when I right click in systray. "Open server page" (which does not respond) "and "close

[Response 1] Looks like you have a Windows browser problem.  It's actually your browser that is not responding to a standard command.
You might have to resolve your default browser issue. If you are in a hurry, you would want to do it on another PC, or work on your windows browser. Another way, is you can install Netscape to default it away from IE.

With 100s of software out there and numerous Windows issue, your default browser can easily be corrupted over the years and may have affected your Windows default settings. Some explanation of browser problems.
http://www.computerhope.com/issues/ch000654.htm
http://support.microsoft.com/?kbid=281679
http://support.microsoft.com/?kbid=180176

You can also research the issue in various forums and discussions.
If you are not able to fix your Internet Explorer and in a hurry, I suggest you download Netscape
http://browser.netscape.com/ns8/download/default.jsp
or Mozilla
http://www.mozilla.org/products/firefox/

Let us know how it goes, so we help you clean up your PC. We also need very detail description. You need to provide which Steps you have completed.
I am including some lessons learned.

---

Posted by: Stefan (Germany).  Browser Does not Open and German Win XP
I am trying to unlock my treo 650 but the software that I downloaded gave me two options when I right click in systray. "Open server page" (which
does not respond) and "close". There is no browser-window.

I already tried the hint from the lessons-learned-page to install netscape 8 but it doesn´t work. All popup-stoppers are inactive and netscape is
installed as the standard-browser.  The firewall is down and port 6969 is open. Maybe activX is the problem?

Can I check the effect on system-changes just by restarting the client.exe without treo650-testmode? Last possibility could be a new
windows-installation - actually I use WinXP pro with SP2 and all regular updates and fixes from MS. Can I use a standard windows 2000-installation
to fix the problem with the browser?

Best regards
Stef

[Post 2]

Dear Mr. Webb

Thx for the quick answer - I´m happy that I just fixed the problem: I
simply use filemon.exe and regmon.exe from sysinternals.com (it´s free)
and pointed out that client.exe tried to open c:\program files\internet
explorer\iexplore.exe. Instead of that the right path at my system was
c:\programme\internet explorer\iexplore.exe (german version). After
copying the files to c:\program files... the restart of client.exe opens
the ie-window and after that I get the unlock-code as explained very easy.
My phone is right now able to use german sim-cards.

Posted by: Ray (UK) Calculating codes... Nothing happens

[Ray] Getting Boot Loader v. 0.22 not 0.17 as in instructions, and when Executing get error message after about 5 seconds: TREO initialized OK Connecting...||||||||||||| Reading... TREO read error ! Restart palm and retry ! I already tried restarting etc. Please help...

[Ray] Tried a number of times, got the invalid message. I did a Hard reset (erased all data). Then did another soft reset this time as a poster in Feedback said. Got into Test Mode, Execute, and got this message:
TREO initialized OK
Connecting...|||||||||
Reading...
TREO read error !
Restart palm and retry !
So tried a soft reset with sync cable still in and tried again. Same message.
Thought maybe the SD card was the problem, so tried again with card out.
That did the job! Got the codes OK. LESSON LEARNED - take the damn SD card out.

Posted by: John (USA) Calculating codes... Nothing happens

TREO initialized OK
Connecting...||||||||||||||||||
Reading...||||
Calculating codes...
Nothing happens, I noticed that the boot load version is 0.18 not
0.17. what should I do?

[Response 1]   You need to do a Hard reset. Make sure it is a hard reset. Boot Loader has been tested up to v.22 for all models and have worked.  The hard reset is provided on your Treo 650 user manual. There is also a discussion of how to bring your TREO to mint condition with a hard reset
http://blog.treonauts.com/2004/12/the_good_within.html

[John]  Leo, thanks for ALL your help, you never guess I am catching my flight in 8 hours, and totally gave up on Cingular having spent half the day on the phone with their code that did not work.   Thanks for walking me though, who would have guessed contacting you was my last option and you came to my rescue within an hour.  Loaded my t-mobile, dialed myself and it worked! Thank you so much again for making this possible before I fly to Europe.

Browser Does not Open

Original Message From: Kamila (Winnipeg, Canada)
>Hi I know that I may seem to be a bit slow and I really try to follow your
>steps provided however so far, other than getting really frustrated I
>haven't been able to accomplish anything.
>
>As you mentioned in one of your emails you need details so here it goes.
>My operating system is windows XP, professional edition. As my first steps I
>downloaded and unziped the files that you've sent to me. according to your
>fast tutorial upon executing client file browser should open GSM server
>site, which so far i've been not able to do. It asks me whether I want to
>execute this file and once I say run nothing happens!
>
>My default browser is Firefox but I tried to run it with Explorer as well
>with the same result.
>
>Can you please let me know why? If you need more information please let me
>know.
>Thank you. kamila

[Response 1]
Hi. 
1. You will need to run client_v_xx.exe file
2. If your browser does not start up.. You have a browser default conflict problem.
You need to fix that first. It is most likely caused by the fact that you have 2 browsers and the file association is broken. 
If you don't want to fix your Windows default browser or if you are in a hurry. Download Netscape from http://browser.netscape.com/ns8/ as a quick solution. Netscape will take over your browsers as default!.  That will solve your problem!

-----Original Message-----
From:  kamila wajszczak

Hurray!! thank you soooo much. After downloading Netscape it took me 5
minutes to unlock the phone! It appears to be working perfectly fine I can
hardly believe it. I guess I will find out tomorrow once I will start making
phonecalls. Thank you guys!!! Kamila.

Posted by Jean (Australia):  Treo 650 Updater version

If I originally purchased my Treo 650 smartphone from one mobile service provider, unlock it, but then switched to a different one, which I am now using.  Which updater should I be using in the future?

[Response 1]

If you started out with one provider, and then switched to a different one, please use the Treo 650 Updater version for your original provider (not your current one).

http://kb.palmone.com/SRVS/CGI-BIN/WEBCGI.EXE?New,Kb=PalmSupportKB,ts=Palm_External2001,case=obj(38347)

Quoting Gilbert (USA):
YOU GUYS ARE SO FREAKIN AWESOME. I was so unbelievable skeptical about  the situation. I mean, I'm not an above average tech guy. In fact, I'm just savvy enough to work my phone, so needless to say I was really  worried about being taken for a ride. You guys came through for me.
 THE CODE WORKED!!!!!! and now feel my purchase was not a hopeless waste. I can now use my Cingular phone on Tmobile. I have learned a
 new found respect for internet service sites. You guys are great. Thank you. Furthermore, it was really simple and quick. I'm studying  for my bar exam and took a few minutes last night, around 6:00am (time I stopped studying) to purchase the password for the code only to find  this morning, around 10:0am, I received your email with the information. Thank you guys so much. I will actively try to spread  the word I don't usually do this but, I think people deserve to know just how easy this is and for the price beats the hell out of dealing  with moody "creative" Cingular CSRs. The gave me every freakin story in the book. Won't even go into that. Again, thank you guys.