[Motorola Droid RAZR] Mytchh:
Brenda: Hi, my name is Brenda. How may I help you?

Me: Hi. I have a question about an app that has been appearing in my app drawer.

Brenda: I'll be happy to assist you on that.

Brenda: What is the model of your phone and who is your service provider?

Me: The Droid RAZR from Verizon.

Brenda: Can I have the HEX/MEID number and the system version of the phone?

Me: Where can I find the HEX number?

Brenda: Please go to the dialer then type in *#06# for the HEX number.

Brenda: System version is under Settings then About phone.

Me: My HEX is XXXXXXXXXXXXXXX

Me: System Version is 6.11.748.XT912.Verizon.US

Brenda: Thank you.

Brenda: What is the app that has been appearing in your app drawer?

Me: It is called SIM Toolkit.

Brenda: Let me check that in our system. One moment, please.

Me: Okay.

Brenda: Thank you for holding, my apologies for the delay.

Brenda: Do you have a SIM card on the phone?

Me: Yes,

Brenda: Did you try to access that apps?

Me: Yes. It doesn't open.

Brenda: Is it the SIM card from Verizon?

Me: Yes.

Brenda: Can you please power off and on the phone then remove and re insert the SIM card?

Me: Sure. One moment.

Me: Alright. It's rebooted.

Brenda: Have you removed and re insert the SIM card?

Me: Yes.

Brenda: Okay. Then try to access again and check if you can open it.

Me: The app is gone now. Some days it will be there and some days it won't.

Brenda: Did you make sure that the SIM card is inserted properly?

Me: Yes. I can make calls and send text messaes.

Me: messages.

Brenda: Can you please try to contact Verizon in regard with this?

Me: Do you know if the application has been installed by Motorola or Verizon?

Brenda: It's a preloaded apps on the phone.

Brenda: Can you please try the clear data of the apps under Settings?

Me: I can't. The option to clear data is not clickable.

Brenda: Okay.

Brenda: Can you please ask assistance from Verizon regarding that?

Brenda: You should be able to open that apps since you have a SIM card on the phone.

Brenda: Are you sure that it's the SIM card not the SD card?

Me: Yes. I'm positive. What does the app do? It will just randomly appear in my app drawer then disappear.

Brenda: It should not be.

Brenda: So you have the SD card and SIM card on the phone?

Me: Yes.

Brenda: Can you please power off and on the phone then check if the apps re appear?

Me: Sure. One moment.

Me: It's not there.

Brenda: Are you sure?

Me: Positive. When it is there it says SIM Toolkit and has a little picture of a SIM card above it. It is not there.

Brenda: It's beside the Settings apps, right?

Me: When it's there, yes.

Brenda: It should be there. Can you please remove then re insert again the SIM card?

Me: Sure. Should I power off my phone first?

Brenda: Yes, please.

Me: I've already turned it off, removed the SIM card, reinserted it, and powered on my phone.

Brenda: Is it still the same?

Me: Yep. The app doesn't show up. In my settings it also says the app is 0.00 B in size.

Brenda: Can you please try to reset the phone to the factory settings?

Me: I'm not sure I want to do lose everything on my phone. I'm just wondering what this app does and why it disappears randomly.

Brenda: It should not be disappear since it's a preloaded apps even if you don't have a SIM card on the phone.

Me: It's an app that Motorola preloaded I believe from what I've read, because it's also installed on other phones that are not on Verizon.

Me: I was also reading some topics on the Motorola Support forums. https://forums.motorola.com/posts/1035cce864

Me: And here. https://forums.motorola.com/posts/02e541baf4

Brenda: Okay. Let me escalate this to Level 2 support for further assistance.

Brenda: Can I have your cellphone number?

Me: Sure. It's XXXXXXXXXX Thanks.

Brenda: Thank you. One moment, please.

Brenda: Thank you for holding, my apologies for the delay.

Me: No problem.

Brenda: Mytch, in order to provide you with the best possible support for this type of question, we will need to ask you to call our call center directly. You will not have to repeat any troubleshooting steps that we have just done as I will be saving this entire conversation and all you will have to do is dial 800-734-5870 and say "Technical Support" or press 2. When prompted, please enter your 10 digit cell phone number that you provided me earlier in our chat. You will then be directly routed to one of our Level 2 Technical Support Specialists. Your reference number for this chat is 120123-000358. Our Level 2 agents are available M-F from 7am-10pm CST and on Sat. & Sun. from 8am-5pm CST.

After I called the Representative, he informed me that my phone was rooted. I have no idea how he knew that. He told me I should send in my phone in for evaluation. The guy said "um" about 100 times. lmao. He would not tell me what the SIM Toolkit is for or why it randomly disappears. This is possibly the dumbest. He told me "hold up dere, aight. Lemme double check dat, man."

Basically they have no idea why this problem is happening..