1) Time/Date 11/02/2011  - 09:40:00

2) Response time

3) Product MC55A0 4) OS Version WM65 BSP34

5) Clarify Case # 2489362 6) Customer: ABC Stores Customer has 90 MC55A0 devices. 1  -  2 devices per store, many locations. Customer states 60 out of 90 are having issue of intermittently unable to activesync to the device. As per TA, if they try too many times, has been known to cause white screen after rebooting. As per TA, "
90% of the time they are able to re-cover the device by putting an SD card in it with the OS on it and re-flashing the device.
If they can’t recover it, it goes back to repair.
" However the devices that have recovered has eventually failed again.
 
After they recover it, did it reoccur on the same device? If yes how long did it take to reoccur after it was recovered?
[customer] It does happen again on the same devices, but the device is usually not kept at the same store. If a unit fails they drive out to the store to replace it, and they will leave a working unit with them. They will take the failed unit back to HQ, re-flash it, and deploy it to the next store that has a failed unit. customer has put eMscript on the Device and captured the failure. RTLog shows the following ... 98, 2011-11-03, 06:32:26, 0ffedb52h, 0ffb98a6h, QueryFormatPartition called now  99, 2011-11-03, 06:32:26, 0ffedb52h, 0ffb98a6h, BSP_ARGS_QUERY_FORMATPARTITION return 0  100, 2011-11-03, 06:32:26, 0ffedb52h, 0ffb98a6h, Store partition info:  101, 2011-11-03, 06:32:26, 0ffedb52h, 0ffb98a6h,  szPartitionName=Part00  102, 2011-11-03, 06:32:26, 0ffedb52h, 0ffb98a6h,  snNumSectors=367824  103, 2011-11-03, 06:32:26, 0ffedb52h, 0ffb98a6h,  dwAttributes=0x0  104, 2011-11-03, 06:32:26, 0ffedb52h, 0ffb98a6h,  bPartType=0x6  105, 2011-11-03, 06:32:26, 0ffedb52h, 0ffb98a6h, OEM: Not clearing storage  106, 2011-11-03, 06:32:26, 0ffedb52h, 0ffb98a6h, OALQueryFormatPartition return 0  107, 2011-11-03, 06:32:27, 0ffedb52h, 0ffb98a6h, OALIoCtlHalGetHiveCleanFlag  108, 2011-11-03, 06:32:27, 0ffedb52h, 0ffb98a6h, OEM: Not cleaning system hive  109, 2011-11-03, 06:32:27, 0ffb6f66h, 0ffb6fdah, APPSRESTORE: DllEntry attach  110, 2011-11-03, 06:32:27, 0ffb6f66h, 0ffb6fdah, APPSRESTORE: Res_Init  111, 2011-11-03, 06:32:27, 0ffedb52h, 0ffedb2eh, OALIoCtlHalGetHiveCleanFlag  112, 2011-11-03, 06:32:27, 0ffedb52h, 0ffedb2eh, OEM: Not cleaning system hive  113, 2011-11-03, 06:32:28, 0ffedb52h, 0ffedb2eh, OALIoCtlHalGetHiveCleanFlag  114, 2011-11-03, 06:32:28, 0ffedb52h, 0ffedb2eh, OEM: Not cleaning user profiles  115, 2011-11-03, 06:32:28, 0ffedb52h, 0ffedb2eh, RTLog: RTLog_KernReportSysHalGetHiveClean  116, 2011-11-03, 06:32:28, 0ffedb52h, cfaa7682h, CertVerify: sdpready.exe trust = 2  117, 2011-11-03, 06:32:29, 0ffedb52h, 0ffb6fdah, CertVerify: regmerge.dll trust = 2  118, 2011-11-03, 06:32:29, 0ffb6f66h, 0ffb6fdah, RAMDISK: RAM Disk size = 4194304  119, 2011-11-03, 06:32:29, 0ffb6f66h, 0ffb6fdah, RAMDISK: pCommittedMem: RAM Disk Memory Size = 00400000  120, 2011-11-03, 06:32:29, 0ffb6f66h, 0ff9ffb6h, RAMDISK: IOCTL_POWER_CAPABILITIES  121, 2011-11-03, 06:32:29, 0ffb6f66h, 0ffb6fdah, DMA - PXA3xxDMAController : IST Priority 125   122, 2011-11-03, 06:32:29, 0ffb6f66h, 0ffb6fdah, DMA - PXA3xxDMAController : Channel 1 reserved.  123, 2011-11-03, 06:32:29, 0ffb6f66h, 0ffb6fdah, DMA - PXA3xxDMAController : Channel 4 reserved.  124, 2011-11-03, 06:32:29, 0ffedb52h, 0ffb6fdah, CertVerify: BTStack.dll trust = 2  125, 2011-11-03, 06:32:29, 0ffb6f66h, 0ffb6fdah, BTSTACK::Move file Faild. GetLastError = 5  126, 2011-11-03, 06:32:29, 0ffb6f66h, 0ffb6fdah, BTSTACK::DELETE File Faild. GetLastError = 2  127, 2011-11-03, 06:32:29, 0ffb6f66h, 6f5e1e3eh, DMA - PXA3xxDMAController : IST Priority 125 =======

360, 2011-11-03, 06:32:38, 0ffb6f66h, eefaeca6h, CPUProxy: can't change state now  361, 2011-11-03, 06:32:40, 0ffb6f66h, 8e909f8eh, [SDJed]: SDHSlotOptionHandler - EnableSDIOInterrupts  362, 2011-11-03, 06:32:40, 0ffb6f66h, 4efae642h, DevicePM: PowerThread: CPU1: GWES event not found!!!  363, 2011-11-03, 06:32:40, 0ffb6f66h, af126b0ah, SPI:SysPwrReadyThread: Done send DriverID  This is a major issue for the customer, can someone review the eMscript logs and advise?