FAQ (Frequently Asked Questions)
1.  I have problem with support area access, what to do ?
2. How to get fast help for my problem ?
3. I have new phone model and I want to see this model supported by Infinity-Box. What to do ?
4. I do not see in support area flash files that I need (Languages that I need). How to get it ?
5. How to install Multilanguage User Interface (MUI)
6. How to restore full flash backup
7. How to find pinout for unknown model ?
8. How to check is phone model supported by Infinity-Box ?
9. How to get cable/pinout information
10. How to get files from support area (support area mirrors)
11. How to repair 000000000000000 (all zeroes) imei for LG-KG110
12. How to fix "Smart card resource manager is not running"
13. How to fix boot/connection problems
14. "Default browser is not set" message during support area login
15. How to repair "Error code #32, #65"
16. Smart-card access keys is incorrect or damaged
17. Smart-Card become permanently damaged (can not be upgraded/repaired any more). What to do:
18. How to fix "SmartCard API Error 000000"
19. How to fox "Connection to server failed#1 Socket Error # 1xxxx" error during box upgrade
#1: I have problem with support area access, what to do ? 
1. Try to login in support area again
2. Read error messages very carefully and follow by advices that you can see in support area
If you are sure that you have read and understand everything that was written in support area well but problem still exist please, follow the next instruction:
1. Run Dongle Manager
2. Make "Read S/N" operation
3. Copy text with full dongle details from DongleManager and send dongle details (and detailed problem description) to support@infinity-box.biz so we will be able to check what is wrong and how to help you.
Do not forget to include in your mail detailed information what is the problem with your dongle.
#2: How to get fast help for my problem ?
1. Double check COM port selection
2. Double check cable selection (check support area and "Shell/Cable Selector" for correct cable/pinout)
3. Check "C:/Program Files/InfinityBox/Documentation" folder on your HDD. It may be that you can see additional information there.
4. Check support area, you can see unlock/repair manuals in support area.
5. Try to use ordinary baud for flashing (115200)
6. Try to use other flash files for flashing
7. Try to use repair eeprom files
If problem still exist and you can not solve it by yourself, write e-mail to support@infinity-box.biz
1. Describe your problem so detailed as possible
2. What was phone condition before unlock/flash ?
3. What files was used for flashing ?
4. What is phone condition now ?
5. Include in your message Log file (or text from software Log window) so we can see the place with errors/problems
6. Please, note: message "not work" is NOT A PROBLEM DESCRIPTION
#3: I have new phone model and I want to see this model supported by Infinity-Box. What to do ?
1. open phone, find CPU chip and Flash chip
2. send e-mail to support@infinity-box.biz with the next information:
2.1. CPU chip name
2.2. Flash chip name
2.3. phone bottom connector type (photo, if available)
2.4. Gnd, Charge, +Battery pins location on phone connector
2.5. full text from phone back label (label under battery)
2.6. phone photo (or link to phone photo)
2.7. is it sp-locked or simfree phone
2.8. is it exist original data/com/usb cable in phone package
2.9. is it exist CD with original drivers in phone package
2.10. estimated phone price
2.11. any additional information
We will check your information and will tell you is it possible to make support for this model or not.
#4: I do not see in support area flash files that I need (Languages that I need). How to get it ?
Try to find phone with languages that you need, read flash and send file to support@infinity-box.biz
Flash file will be tested, converted to required format and uploaded into support area as soon as possible.
#5: How to install Multilanguage User Interface (MUI)
1. download and install Infinity-Box Language module (v1.01 or higher)
2. download and install Infinity-Box Shell (v1.25 or higher)
3. run Shell, go to "Settings" page and select required language
4. once you have selected new language it will be default language for all modules (you do not need to select language each time when you run modules)
#6: How to restore full flash backup
It is possible to restore back eeprom/ffs files.
It is not possible to restore full flash files to avoid permanently dead phones.
If you have full flash backup file and want to restore it:
1. Check support area, probably required file already exist there
2. If required file is not found send a mail with the next information to support:
- reason to send files
- full text from phone back label
- flash backup file
We will check your files, prepare and upload good flash files in support area ASAP.
#7: How to find pinout for unknown model ?
In most cases you need to know Gnd, Rx, Tx pins for flash/unlock operations. What do do if you do not have cable or you have new phone model:
1. find Gnd pin (it is required step, you can not continue until you will know Gnd pin location)
2. find Charge pins (it is optional step, just to save your time during future research)
3. find +Battery pins (it is optional step, just to save your time during future research)
4. connect cable Gnd to phone Gnd
5. try to connect cable Rx/Tx wires to all phone contacts one by one (except Gnd, Charge, +Battery pins) and try to read flash from phone
6. if flash read procedure can start this means that pinout found Ok and you can make other operations
#8: How to check is phone model supported by Infinity-Box ?
1. visit Infinity-Box site and see list of supported models
2. read special thread in this forum
#9: How to get cable/pinout information
1. be sure that you have downloaded and installed latest Infinity-Box Pinouts update
2. run Infinity-Box Shell: Start -> Programs -> InfinityBox -> InfinityBox Shell
3. select required model
4. see detailed information about cable/pinout
Here is information how to build your own cable
#10: How to get files from support area (support area mirrors)
Run Infinity-Box Shell: Start -> Programs -> InfinityBox -> InfinityBox Shell
#11: How to repair 000000000000000 (all zeroes) imei for LG-KG110
1. Download files from support area folder: /flashfiles/LG/KG110/full_flash
2. Read instruction in support area How_to_write_full_flash.txt
#12: How to fix "Smart card resource manager is not running"
1. run SmartCardRepair software
2. make Step-1
3. reboot PC
4. make Step-2
5. reboot PC
6. try to start Infinity-Box software again
You can check service state from Control Panel:
Control Panel -> Administration -> Services -> Smart Cards (scardsvr).
This service start up type must be set to Automatically and it should be running. If it is not - start it up.
You can also start it up by executing command: net start scardsvr
#13: How to fix boot/connection problems
In case of initial connection problems (can not boot, wrong boot answer etc.) follow the next instruction:
1. adjust FTDI cable parameters:
2. reboot PC
If problem still exist try to use other cable (f.e. ordinary COM port cable).
#14: "Default browser is not set" message during support area login
1. run Internet Explorer
2. go to menu `Tools`
3. go to menu `Internet options`
4. go to page `Programs`
5. press `Make default` button
Try to enter in support area again.
#15: How to repair "Error code #32, #65"
. uninstall any kind of usb-sharing software
. reboot PC
. make "Read S/N" operation via DongleManager
. contact to InfinityRemoteUpdate@yahoo.co.uk and explain the problem so detailed as possible, attach full dongle details in your mail
. after you have got a confirmation that your dongle is not blocked forever (hope you will be able to get this confirmation): upgrade your dongle firmware with DongleManager
. never use any kind of usb-sharing software with Infinity-Box to avoid FOREVER BLOCKED dongle !
#16: Smart-card access keys is incorrect or damaged
If you can not upgrade dongle/smart-card with reason like "Smart-card access keys is incorrect or damaged"
this means that your smart-card is damaged and can not be upgraded any more.
Smart-card access keys works the same way as SIM card PIN code, once all attempts is used - card can not be accessed anymore.
It is quite rare situation and we are sure that it is not an Infinity-Box fault, this smart-card can not be replaced for free !
Click here to read about one of possible damage reason
If you have any addon software activated (f.e. PinFinder, Language Editor, Content Extractor etc.) for your damaged Infinity-Box smart-card and if you have another Infinity-Box we can move addon activation to your other Infinity-Box (move activation from one smart-card to another smart-card).
This kind of problem is not an Infinity-Box fault, it is a result of harmful activity of other software !
#17: Smart-Card become permanently damaged (can not be upgraded/repaired any more). What to do:
You can get new smart-card w/o box with discount according to Infinity-Box post warranty smart-card replacement program.
Conditions:
- you need to know old/damaged smart-card S/N (Serial Number)
- to verify that you are legal owner of old/damaged smart-card, you need to know e-mail address that was used during initial box registration
- old smart-card S/N will be blocked in our database
- new smart-card will be sent directly to you
Procedure:
- contact to sales@infinity-box.com with post warranty replacement request
- provide your old/damaged smart-card S/N (8 symbols Serial Number) and e-mail address that was used during box registration
- your data will be checked and payment instruction will be sent to you
- make a payment and tell to us your payment and delivery details
Price (delivery included): 105 usd
NOTE: if you do not want to disable/block your old smart-card, you can just buy new smart-card w/o box, price: 200 usd
#18: How to fix "SmartCard API Error 000000"
Contact to your reseller before make any of these operations to avoid any possible problems with warranty !
- double check that smart-card drivers installed well
- remove smart-card from smart-card reader, very gently clean smart-card contacts, insert smart-card back
- open box, check that smart-card reader is not damaged and all smart-card contacts soldered to PCB well
- try to insert smart-card in any other box that has e-gate smart-card reader (f.e. SETool etc.)
If card still can not be detected by PC it may be that card become damaged.
#19: How to fox "Connection to server failed#1 Socket Error # 1xxxx" error during box upgrade
1. close DongleManager software
2. download latest Dongle Manager configuration file
3. copy new DongleManager.ip file in folder with DongleManager software
4. run DongleManager.exe and upgrade box firmware
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