try going to the media center>browse and download> shop application. then scroll down to search and hit that. type in backup and hit search. If it comes up with backup assistant (NOT backup assistant PLUS), then that means your backup assistant wasnt properly installed on the phone (who knows how phones cause this). if it comes up with backup assistant plus, do not download that. if the factory reset didnt work then i would try a *228 but choose option 2. idk why but some of the time when ive had issues with the back up assistant not being able to communicate properly, ive done the *228 option 2 (which is a prl update thing that helps the phone see new towers or whatever) and after awhile it works again.
If that doesnt work then i would call vzw tech support (via the customer service number) from a different phone and tell them that the backup assistant on the pantech hotshot wont work (and stress there is NO external keyboard) despite multiple factory resets. the phone should still be under warranty so they should send you a replacement FREE
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