UA Error 3500 :(
Jan 17, 2019, 1:06 pm
#1
Original Poster
Join Date: Jan 2019
Programs: United Airlines
Posts: 2
UA Error 3500 :(
Hello everybody. I'm hoping that all of us are better able to solve the problem I've been having than either I or United's customer support have been. In mid December, I started getting Error 3500 every time I try to use United's Personal Device Entertainment (PDE) system in flight. The error occurs on both of the Iphone 6S's that I carry. It also stopped working on my macbook. Here's some relevant device info:
Iphone 6S #1 (work phone): iOS 10.3.3, so Safari v.10. United app 2.1.67
Iphone 6S #2 (personal phone): iOS 10.3.1, so again, Safari v.10. United app 2.1.67
It also won’t play on my MacBook Air: 10.11.6, Safari 10.1
All three devices used to work just fine with the onboard PDE, and I had not made any changes at the time the error began to appear. All three of the devices are capable of using the inflight wifi with no problems; the issue is limited to the PDE. The United app version is the most up to date, and the OS is within the range that United specifies is acceptable for using the PDE. This has happened on the last ten flights that I've been on; various different aircraft types. United customer service does not know what Error 3500 is, and has been very dismissive of the problem. United told me that it's a problem with my wifi (even though that works just fine on each flight), told me it's the OS (even though every device has a slightly different version of OS), told me that each device can't be used (even though they had all worked previously), etc. etc. So, the questions I am pleading with you to help me answer are:
1. What does Error 3500 mean? You can see in the picture that I attached that the error message doesn't give you any clues/help.
2. Is anyone aware of a change that was made to the PDE systems on United aircraft in December 2018?
3. Any suggestions how to fix it? As usual, United is only interested in your money. Once they have it, you can deplane forever as far as they care.
Thanks for the help, and please repost in other locations that occur to you. The bigger the crowd that sees this, the bigger the crowd knowledge applied to fixing it!
Iphone 6S #1 (work phone): iOS 10.3.3, so Safari v.10. United app 2.1.67
Iphone 6S #2 (personal phone): iOS 10.3.1, so again, Safari v.10. United app 2.1.67
It also won’t play on my MacBook Air: 10.11.6, Safari 10.1
All three devices used to work just fine with the onboard PDE, and I had not made any changes at the time the error began to appear. All three of the devices are capable of using the inflight wifi with no problems; the issue is limited to the PDE. The United app version is the most up to date, and the OS is within the range that United specifies is acceptable for using the PDE. This has happened on the last ten flights that I've been on; various different aircraft types. United customer service does not know what Error 3500 is, and has been very dismissive of the problem. United told me that it's a problem with my wifi (even though that works just fine on each flight), told me it's the OS (even though every device has a slightly different version of OS), told me that each device can't be used (even though they had all worked previously), etc. etc. So, the questions I am pleading with you to help me answer are:
1. What does Error 3500 mean? You can see in the picture that I attached that the error message doesn't give you any clues/help.
2. Is anyone aware of a change that was made to the PDE systems on United aircraft in December 2018?
3. Any suggestions how to fix it? As usual, United is only interested in your money. Once they have it, you can deplane forever as far as they care.
Thanks for the help, and please repost in other locations that occur to you. The bigger the crowd that sees this, the bigger the crowd knowledge applied to fixing it!
Jan 17, 2019, 1:27 pm
#2
Join Date: Oct 2018
Location: Bay Area, CA
Posts: 223
From doing some quick googling, it appears that Error 3500 is associated with Adobe AIR. It appears that the United PDE app is built on/using this platform. This issue may be out of their control and the focus for Adobe and/or United is likely adding or maintaining support for new iOS devices.
Jan 17, 2019, 1:34 pm
#3
Moderator: United Airlines
Join Date: Jun 2007
Location: SFO
Programs: UA Plat 1.995MM, Hyatt Discoverist, Marriott Plat/LT Gold, Hilton Silver, IHG Plat
Posts: 66,854
With a "revamp" UA app release planned for 24 Jan 2019, it may be easiest just to wait for that release and start from that point. There is going to be little motivation from UA to address issues on a soon to be obsolete app.
Last edited by WineCountryUA; Jan 17, 2019 at 1:40 pm Reason: fixed link
Jan 17, 2019, 1:37 pm
#4
Join Date: Jan 2016
Programs: UA 1K; *G, AA Plat
Posts: 1,700
I wouldn't expect United customer service (GA, FA, mileageplus, UA line) to know what a 404 is, and that's a common error seen on a daily basis. You're asking the wrong 'type' of crowd. Have you tried talking to web support who would be more able technically to deal with 'error messages'?
Dec 13, 2020, 3:32 pm
#7
Join Date: Jan 2007
Location: Seattle, WA
Programs: HHonors Diamond
Posts: 731
I am guessing that the error being seen might due to the older hardware being used in combination with the app. The iPhone 6 series, to my knowledge, does not support the most recent version of iOS which could be the cause for f the problem. I will try United PDE on my flight in 20 min and see how my iPhone 11 works with the service.