Technical information

Service
68 G24-L Module Hardware Description November 15, 2008
• Software version of the unit (ATI8 command) or model number
• PCB version (located on the PCB near the RF connector)
• Severity of the problem
• Problem description, including:
– Operator name
– Type of SIM card (for example, Test, Pre-paid, or 5v/3v/1.8v)
– Setup Configuration (such as Developer Board, handset, host, connections, and so on)
– Detailed scenario from startup
– Log of all the commands and the responses, beginning from startup
• Answers to the following questions:
– Was the same scenario tested on the Developer Board and the PC to reproduce the problem?
– How many units do you have, and how many of them have this problem?
– How often does the problem recur?
In addition to the information requested above, send the following AT commands and the
HyperTerminal log with the responses:
• AT+CMEE=2 // to get textual error message
• AT+CPIN? // to get SIM card status
• AT+CREG? // to see if the TXVR is registered to the network
• AT+CSQ // to get the signal strength (RX level)
• AT+CGSN // to read the IMEI number of the unit
• ATI3 // to get the software version of the TXVR
• AT\S // to get the setting of basic AT commands
• AT+CMER=0,0,1,1 // to get messages and indicators from the handset display to the DTE
Motorola Workflow
The help desk uses the following workflow when responding to new calls:
1. Each new call is registered in the help desk data base.
2. The help desk immediately notifies the customer with the help desk system record number
for each issue.
3. A champion is assigned to be responsible for the new call, from arrival to closing.
4. During this time, the champion updates the help desk system with the progress of the
resolution process.
5. The champion is the contact to the customer and the engineering team, and coordinates
activities that are required to solve the problem.