Google Wallet lock out (Secure Element not responding)

[nate735]

I seem to be locked out of Google Wallet on my Nexus S 4G. I have been GW for 4 months on custom roms with no issues. The other day when flashing a peter Alfonso ICS Rom (full wipe) and launching GW App i got the error message Secure Element Not Responding. Since then i have re wiped and re flashed, Unrooted to stock 2.3.7 and re rooted back to CM9 and i still get the error message on any rom i try whether i am rooted and un rooted.

I even tries a nandroid back up when GW was working and it still wont work.

Can anyone help me out. ?

 

[Nick N]

You will need to make a phone call to Money Network or Google for a "master reset". I called the Money Network number last night (01/29/12) around 11pm and I am waiting for a call back from them.

This seems to be happening a lot to Galaxy Nexus owners. I think mine was a result of restoring wallet data from Titanium backup. I do not think Google Wallet should be included with ICS Gapps.

Luckily, our phone is officially supported, some Galaxy Nexus owners are getting pushback from Money Network/Google when requesting a master reset.

Here are the numbers listed on the Google Wallet "Contact Us" page:

For Google Wallet related questions contact google toll-free at 855-492-5538

For Google Prepaid Card questions contact Money Network at 855-896-0693

I feel like maybe I should have contacted the Google number as opposed to the Money Network number, the CSR said she had to contact Google. Maybe this will save a step. She said it can be 24-48 hours before someone contacts you. I will update this post with the number that calls me.

 

[nate735]

You mean this type of reset:
http://support.sprint.com/support/t...eset_Samsung_Nexus_S_4G_from_Google/25162-101 ?

 

[Nick N]

Unfortunately no. This has to do with them resetting your Google Wallet account. They need your IMEI (MEID) number. I am waiting for a call back, I will keep you posted.

 

[nate735]

Unfortunately no. This has to do with them resetting your Google Wallet account. They need your IMEI (MEID) number. I am waiting for a call back, I will keep you posted.

Thanks .. awaiting your response !

 

[Nick N]

Still no contact as of 3:45pm, maybe someone wants to try contacting Google using this method?:

http://support.google.com/wallet/bi...contact_policy&policy=mobile&test=country-US&

I would do it, but I do not want them to get annoyed since I am still in their 24-48 hour contact window.

 

[nate735]

I spoke to the Google Wallet team and there responce was it was a hardware issue and item needs to either be replaced or repaired by Sprint or Samsung. Not sure how it bacame a hardware issue ?

Anyways i took my phone to sprint repair and gonna pick it up at 5pm to see what they can do to fix.

Here is the response i got:


Re: [#955******] Follow-up to Google Wallet

Google Wallet Support [email protected]
1:37 PM (2 hours ago)

to me
Hi Nathan,

Thank you for calling Google Wallet. To have the secure element looked at
for assistance, I suggest contact a Sprint Service shop for this matter.
With the Secure Element not responding, its a matter with the hardware of
the device.

It was a pleasure assisting you today. Feel free to contact us again if
you have any additional questions regarding Google Wallet or visit our
Help Center at http://www.google.com/support/wallet

Sincerely,

Paul
The Google Wallet Team

 

[Nick N]

Any updates? I am still waiting for my call.

 

[nate735]

Went back to sprint store this evening and they said they did a master reset and the problem was still there.

They offered me a replacement phone (refurbished) which will come in 3 days. They also told me they don't know what the problem is or how it occurred.

I don't know what caused this but I'm gonna avoid using g wallet on my replacement till there is a fix.

Really a strange issue that google wallet is malfunctioning the hardware !

 

[Nick N]

At least you will get a replacement!

2 questions:

1. Did you use an ICS Rom (I think the answer is yes);

2. Did you use Titanium Backup to backup Google Wallet?

 

[apacho01]

There is absolutely nothing a sprint store could do to fix that.

Sent from my Nexus S 4G using XDA App

 

[nate735]

I'm real happy I got a replacement since phone was 6 months old and was pretty beat up.

1: I did use several ICS ROM's
2:I usually back up all my apps but I don't think the google apps get backed when doing a batch back up with titanium backup so not sure

 

[Nick N]

Money Network called, gave me a few BS steps (remove battery, turn on and off NFC setting, wait 5 minutes). She said if that doesn't work I need a new phone.

 

[steviee7]

it happens when moving between ics and gb roms since rooting could mess with the money... it happened to me a while ago when i unrooted and updated back to 2.3.7 from 2.3.5 but i have a asurion replacement phone so asurion has no problem sending me a phone when this happens...

 

[janspambox]

Try to disable NFC, start wallet, and re-enable it (possibly wiping the wallet app data from app management between the steps). I did get the "secure element stopped responding"-message too (after using the internal wallet wipe function), but it seems it was just a really nasty kind of driver crash and it started working after I messed around a bit. (It did not work after just a Factory Data Reset if I remember correctly!)

 

[Nick N]

So I used the Samsung PC tool to flash stock 2.3.4 on my phone, activated it and signed in. Here are some of my test results:

2.3.4 - Allowed me to download Wallet but said hardware was not supported.

2.3.5 - When activating the NFC it gave me an error

2.3.7 - Secure Element message.

I was able to get to the Google Wallet setup screen by frantically tapping the lock button in the top right corner when on the main page with the offers, payment cards, and transactions. It allowed me to select my account and sent me an email but kept throwing the Secure Element message, which can be bypassed by pressing the search button.

Tried to add a prepaid card... it acted like it wanted to but ending up showing an error adding card message.

When I tried to use the reset feature within the Wallet app it pretends like it resets but it does not.

 

[Master Ramy]

So I used the Samsung PC tool to flash stock 2.3.4 on my phone, activated it and signed in. Here are some of my test results:

2.3.4 - Allowed me to download Wallet but said hardware was not supported.

2.3.5 - When activating the NFC it gave me an error

2.3.7 - Secure Element message.

I was able to get to the Google Wallet setup screen by frantically tapping the lock button in the top right corner when on the main page with the offers, payment cards, and transactions. It allowed me to select my account and sent me an email but kept throwing the Secure Element message, which can be bypassed by pressing the search button.

Tried to add a prepaid card... it acted like it wanted to but ending up showing an error adding card message.

When I tried to use the reset feature within the Wallet app it pretends like it resets but it does not.

Alright listen carefully. Sprint support and even money network, from my experience, understand nothing when it comes to rooting. On a completely stock phone the issue would be hardware. In this case I'm not convinced. Have u done the msl reset? Use 786 and if that gets u to triangle use the sctrn number which is 72786, then 786. Know that 786 will wipe it internal storage so backup to comp. The point is to wipe so utterly then go to recovery and flash wipe all zip then flash latest vhgomez lota or whatever from, make sure u flash the radio, then bootuo, run thru setup, let it program/activate your phone, once that's all done try wallet and report here.
Goodluck!
PS going stock does not do this kind of wipe if I recall correctly, nor would the sprint store. Not right anyway.

Sent from my Nexus S 4G using XDA Premium App

 

[koolbon]

Try to disable NFC, start wallet, and re-enable it (possibly wiping the wallet app data from app management between the steps). I did get the "secure element stopped responding"-message too (after using the internal wallet wipe function), but it seems it was just a really nasty kind of driver crash and it started working after I messed around a bit. (It did not work after just a Factory Data Reset if I remember correctly!)

So, it is NOT a hardware issue and somehow fixable. I wish you remembered exactly what you did and started working again.

 

[thatrapnerd]

Not getting a error but it will not let me in google wallet

I was on CM9 and went back to a old NAD back up to stock and pulled the 4.0.4 OTA. Google wallet won't let me in now. I called the google # they asked me same stuff. Asked me my MSID and told me that she would send it up the line and I will get a email about it.

 

[sharmy3]

Secure Element Error Message

The NFC transmits information from the secure element. They are both different chips within the phone. If the secure element breaks, NFC will still work, but you will not be able to use Google Wallet on the phone anymore.

The "Secure Element" works closely with the NFC Chip as a security feature. When it is tampered physically or with software (rooting and perhaps changing ROMS), it is set up to destroy itself. When it is destroyed, the only solution is to replace the phone. (Factory Data Reset, unrooted, and revert back to stock will not fix the problem).

Google Tech Support sends a typical email to owners who ends up having this error message:

"We strongly discourage gaining system-level "root" access to your phone if you plan to use Google Wallet. We are unable to support devices with unauthorized operating systems as the security layers of the device may be limited.

If you have other questions, please reply to this email and I'll be happy to help."

I hear it is about 50% hit and miss on rooted phones depending on what owners do with their phones. So, with that said, I would suggest you, as rooted owners stick with the SAME ROM all the way if you want to use Google Wallet. The Secure Element have only 1 life, not "9 lives". You are on your own discretion / risk.

Google will replace the Galaxy Nexus phones for free as long it is stock and not rooted.

Unlocked Galaxy Nexus phones are on sale via Google Play for $399, no contract.


---Sharmy