1) Time/Date; 1:30 PM/ 7/10/2013 2) Response time: 4 hours 3) Product:MC9590-KA0DAG00100 4) OS Version:BSP41 5) Clarify Case #: 2874236

Device Info Number:12325522501032 Product Name:MC9590 Product Model:MC9590-KA0DAG00100 TERM:1D,ABG,256MB/1G,WM6.5,52KY,TE-VT

ISSUE: Device Froze and Decode LED solid red Russell Metals (end customer) are claiming that if the devices just suspend on its own, it will not wake up and red LED will stay on (see attached picture) and video (follow the link, video is >20MB)

Video Location: User ID: motsup2311 Password: Motcust2311 URL : https://compass.motorolasolutions.com/cgi/go/452370063 under the Jeremy – Stay-Linked folder.

Customer sent this description:

The device was in a re-flashed state (WM6.5 Classic)  Here is the list of the various timeouts as well as any other variables I can think of that allowed me to lock the device.

-BackLight Timout on Battery Power = 30 sec -Keyboard Timeout on Battery Power = 2 min -Device Timeout on Battery Power = 1 min -IST Power Management = "Display Off" when Face Down -Fusion Radio connected to an AP100 Access Port tied to a WS2000 switch -Wireless Profile set to Open Authentication running in CAM mode (everything else left at default) -It took approximately 4 hours to get the lockup to produce by allowing the device to fall asleep on its own and then waking it up using the power button, or by turning the device face down to allow the IST settings to shut the display off. Unfortunately, I was unable to find a simple algorithm to generate the lock-up short of trying to get the device to ignore its own IST settings (get it to the point where it will no longer turn the display off even when the device is face-down). Once this is done, you're approximately 30 min away from a lock-up. Please note that if the device ever went through a reboot without getting into a lock-up state, it seemed like you had to start over. However, once a lock-up could be generated, it would happen much more frequently from then on such that not even a cold-boot would resolve it. At that point, it would take a clean boot to get it back to a stable condition.

ACTIONS TAKEN: I have the device that reproduced this issue and been trying to reproduce this issue for days now and not getting any headway.  I have eMscript installed.

QUESTIONS FOR ECRT: 1) Is there a known issue on this BSP41 and MC9590?  Is there a fix available?  I found 2 SPRs SPR#21502 and SPR#23048 but these are WAN related issues.  Customer's device is MC9590. 2) If not, besides eMscript is there any other debug I can load on the device to find out what is causing the red LED to stay on? 3) Is there a shim available or any guidance on what to do next?  I plan to give this device back to the customer and let him reproduce this intermittent issue (takes 4 hours to repro) but if there is anything else I need to load  in this device to help us collect data before I send this back, please let me know.