My two months old Nexus S started to behave in a way that renders it pretty much useless - Freezing / Locked U
Freeze/Delay Between Menu and basically the phone is dead.
Very often when the screen is off, pressing power button powers up the screen with the screen lock, but the phone is not responsive so the screen just goes off again as it is impossible to slide to unlock it.
On top of that, leaving the phone with the screen off for a half an hour or so brings up some sort of warning sign and a small android (can see the screen shot here: http://yfrog.com/h3apmgqj) and the phone is effectively dead. The only thing to do in any of the two cases is remove and reinsert the battery, but that is no solution to anything. All this is while the battery is fully charged.
Did anyone experienced this before? resetting phone does not help.
Here is more info on this topic: http://www.google.com/support/forum/p/Google+Mobile/label?lid=4e31a500f89fe575&hl=en
Are you using a custom recovery/ROM? That icon you posted isn't the stock image
Hi, no I do not - the image is actually from different phone but it looks exactly as it did on my Nexus S (little green guy with an exclamation mark). I never rooted my phone or done any custom mods to its system.
I actually sent it to Samsung and they are claiming that they found no problem, so they re-flushed the phone and are sending it back. I am seriously angry at samsung. It is arriving on the 11th so I'll let you know if that helped but I doubt it.
I believe this might be a faulty memory because I often received notification that the internal storage was unavailable or something of that nature as well, right before the problem would occur. Are the any tests I could perform for memory / storage?
just try to flash it back to stock
then do wipe data and wipe cache
see if that gets it back on its feet
Hey,
thank you, I thank that means I would have to root it first ehhh
Samsung told me they've done just that (flashed phone) so I am seriously hoping that my phone will work when it arrives on the 11th.
thanks!
Samsung supposedly is looking into this problem, please see link below:
http://www.google.com/support/forum...ad?fid=44db6d8e31129d4c00049e3b2a6db4d1&hl=en
Update:
I just received my phone from Samsung repair and of course, the phone is NOT fixed. On the side note, they also sent back my note that explains the problem meaning it was ignored completely.
I will be contacting @SamsungServic and calling but at this point I am not sure that they can fix the phone other then replace it.
Also,
I've spoken to Samsung and chat online and - yes they nice and throw back lots of promises and niceness back but they are NOT doing anything about it, for now at least.
I copy and paste the best answer on the google support topic to here:
I've been keeping a notebook to document my debugging of this problem. No app in particular is responsible, in my opinion. I have observed the phone lock up after a Factory Data Reset + USB wipe, and with no accounts configured. In fact, I have had it freeze after following this procedure:
1. Factory Data Reset + USB erase from Settings menu
2. Phone reboots.
3. Go through initial setup screens, skip account setup.
4. Power down phone.
5. Remove battery.
6. Remove SIM card.
7. Replace battery.
8. Power up phone.
9. Let phone sit for 15 minutes or more.
10. Phone freezes.
This is about as close to bare bones as I can get with this device.
I have also documented at least four freeze modes:
1. Phone is completely dark (both display and buttons). No combination of power button or other buttons can bring phone back. Battery removal required.
2. Phone display is dark, but the four "hard key" buttons are illuminated. No combination of power button or other buttons can bring phone back. Battery removal required.
3. Phone displays only a green android by a warning exclamation sign. Holding power button down, then volume up, then release volume up, will bring up the Android system recovery screen, from which phone can be rebooted.
4. Phone is frozen at the unlock screen. Sometimes this freeze occurs while swiping the unlock icon. No combination of power button or other buttons can bring phone back. Battery removal required.
I have observed the phone going from normal standby state (display and buttons dark) to state 2, and at other times to state 3, while it was sitting on my desk by the keyboard.
I'm just about ready to send it to Samsung. I just wanted to verify that the problem would be reproducible after a factory reset and without the SIM card.
I think it may be a hardware problem. It's also possible that part of the Android kernel or some device driver on my device has become corrupt. Unfortunately I can't reset the OS.
Click to expand...
Click to collapse
I did a factory reset from the stock recovery, too. Doesn't help either.
My phone arrived on Friday Samsung mobile repair in Texas. And like they did to ohter Nexus S devices from other users they will do the following to mine:
Reflashing the phone -> doing some functional tests ...
... and this is the crazy thing about it. The error we have is just appearing when the phone is in standby and because of this the phone passes the functional tests Samsung is doing at the end of the service. Phone goes back to user. A defective phone.
Some guy managed to keep the phone alive by setting the display turning off after 30mins. He is charging it twice a day
I got a reply from @SamsungSupport on twitter:
Thank you Fabian for again reaching out to us. We are aware of this issue as some of us have your same phone.
An evaluation is already being conducted to determine the fix. We don't have a timeframe of the resolution.
But understand it will be pushed to phones. We will advise once we have a timeframe.
Click to expand...
Click to collapse
The support team is friendly and to me it feels like they try to do anything they could.
Funny: One guy got a replacement device. But then no one other. Just reflash...
I think they will do something but on the other hand I'm worried that they will do nothing. But time will tell....
Maybe it would help us if Google will be aware of the problem, too. Ok maybe they allready know it, but I don't know that.
So if some of you here do have some connections... please do us a favor and forward this topic or the link to the google support topic. Feel free to forward this topic to any website you think it would write a news about it. Maybe Google will throw a eye on it. My phone is 8 weeks old and yeah this so anoying. And of course all my friends who are iHippster are trolling me like hell.
It don't want to flame or blame Samsung\Google for this.But our phones are in warranty. The error hits only a few devices and so they should replace it. My 50cent about it... this is not a Google expierence they talked about...
I also had the same problem and sent my phone into Samsung. They only re flashed it, which didn't fix the problem. I immediately called Samsung to inform them that the issue was not fixed and they just told me to send it back for "double checking." Do you think it is better to send it back in or just wait for fix to emerge?
I will be sending it back and demand replacing the phone, also making sure they just don't re-flash again. I guess anything but re-flashing could work.
Remember that I've mailed my phone with one page letter explaining the problem. Their response was flashing the phone and sending it back - with my letter.
Here is note from the support team:
----------------------------------------
Original Problem:
Technical Inquiry
Phone Freezing / Locked U
Freeze/Delay Between Menu
Problem found:
NO TROUBLE FOUND
SW,PRL,OTSL RESET
Solution:
Passed All Functional Testing
--------------------------------------
@Samsungservice did not even acknowledge it officially that this is a problem.
Yeah i wrote a letter too explaining the issue and how to recreate it (the first time). They told me that it passed their quality assurance inspection after re-flashing it, which must be very poor because my phone shut off again 15 minutes after receiving it. Just dropped it back off at UPS today. Can they replace the phone because of this issue? I know one person had success, but it doesn't seem anyone else has.
Nexus S faulty
Samsung may not be able to reproduce it after reflashing; as this issue does not seem to occur when connected to a PC/computer via USB. Their automated testing could be over USB.
Looks like more and more people are facing this issue as the day goes by.
Search for "Nexus S fault state" on google and you'll find the google support forum thread discussing it
Guys,
Did anyone have tried to flash a custom rom to see if this will solve the problem ?
cheers !
No, but this problem is not ROM related.
discr said:
Samsung may not be able to reproduce it after reflashing; as this issue does not seem to occur when connected to a PC/computer via USB. Their automated testing could be over USB.
Looks like more and more people are facing this issue as the day goes by.
Search for "Nexus S fault state" on google and you'll find the google support forum thread discussing it
Click to expand...
Click to collapse
I figured that was why they couldn't recreate the shutdown. Made sure they knew that it has to be unplugged. Mine always shuts off within 10-15 minutes if untouched.
I have same problem.Only remove battery helps. I have been having nexus s for 2 and half months and this problem just came last week. I don't know how to solve it. I tried reflash firmware but didn't help.
welcome to the club. you have to send it to USA to get it serviced (make a extreme detailed problem description and make sure the support worker writes it down 1:1 into their ticket system). they provide a 2day ups shippment label, BUT only to locations in USA.
I can recommend FedEx. They helped me a lot with this duty stuff for shipping to USA. That's not so easy . I paid €50 to get it shipped to a friend of mine in USA.
You have to send only the foreparts of the device. No battery and back panel, no charger and so on. But they will give you all informations at the end of the service request.
or: wait for a hotfix. which maybe never will come.
Update:
I just mailed my phone again... they told me they do not replace phones (not sure what that means yet). The Rep was arguing that if I want the phone replaced then I need to talk to T-Mobile - it does not make any sense.
Anyway, I explained the problem as much as I could and did not mail any notes this time as they obviously do not care for it. But I made sure he included every detail in his notes.
I am very skeptical but still hoping....
Also,
About the part when the phone does not freeze when plugged in or charging. I had my Nexus S charging overnight and it was frozen in the morning.
Update:
Also, I've contacted @SamsungServic via Twitter and asked if their team recognized it as a problem, but I've got no response.
On the other hand if you report the problem to them, they will respond that they will look into it - which means nothing, but if enough people asks the same question them they will have to.
-thanks
I've got some sort of responce via Twitter from @SamsungService, here is what they wrote back:
@SamsungService
Thank you for reaching out to us. We are aware of this issue as some of us have your same phone. An evaluation is already being conducted to determine the fix. We don't have a time frame of the resolution, but understand it will be pushed to phones. We will advise once we have a time frame. Thank you. ^Mary
@Keinam
Does this mean we should stop sending our phones back for repair and just wait for your OTA update? If it happens?
@SamsungService
Many issues can be resolved with warranty service. Regarding the issue you've referred to,It is my understanding that a fix if being worked on which would be sent out OTA. ^Mary
Related
Hi, been away from the forum, as i have just got back from holiday
i am having a prblem with my desire.. i went to florida, left my phone at the theme parks, desire s, zte blade, ipod touch in the car for 8 hours in around 30-40 degrees. since then, my desire s has been faulty.
my touch, and zte work fine, but my desire has a major problem now. it works normal in use, but when i lock it and put it into sleep mode, when i try to unlock it , it will start up the whole phone again. basically, it powers off on its on randomly in sleep mode.
The problem is really annoying. it is also very common on the desire hd..
http://www.google.co.uk/search?sour...360GB360&q=htc+desire+hd+randomly+turning+off
Im running leedroid port from dhd. i thought the rom was the problem, but it isnt. i flashed other roms, hydrogen, but the problem still exists. shoud i test the stock unrooted ROM?
i dont think it is a software fault anyweay. the phone was working fine for 2 weeks running leedroid, then suddenly i have the problem now.
i have emailed htc, and awating a reply now. so will i need to get it repaired? or replaced as a faulty unit?
Hmm.....does sound like the heat has done it in....damn!
Although there are plenty of other countries where the temp is close to this all the time, you would have thought....
Try installing close to stock ROM with no apps installed, (Yes perform wipe). I'd suggest installing battery moniotr widget and get iot to log full details (including apps), force log in sleep mode so that you can at least see when it dies and what temp it's at when it does and what apps are running at the time.
Although does sound like warranty return issue (at least this way you get a new motherboard and possibly even a new device)...(you might want to check the recommended running temp levels in the warranty book first - just so that you get your story straight)
Positive note: at least its still functioning so that you can re-install RUU etc and mask S-OFF before returning it?
ps
Mines done this a couple of time over the last few months...although I always figured that I've hit the buttons in my pocket?
ben_pyett said:
Hmm.....does sound like the heat has done it in....damn!
Although there are plenty of other countries where the temp is close to this all the time, you would have thought....
Try installing close to stock ROM with no apps installed, (Yes perform wipe). I'd suggest installing battery moniotr widget and get iot to log full details (including apps), force log in sleep mode so that you can at least see when it dies and what temp it's at when it does and what apps are running at the time.
Although does sound like warranty return issue (at least this way you get a new motherboard and possibly even a new device)...(you might want to check the recommended running temp levels in the warranty book first - just so that you get your story straight)
Positive note: at least its still functioning so that you can re-install RUU etc and mask S-OFF before returning it?
ps
Mines done this a couple of time over the last few months...although I always figured that I've hit the buttons in my pocket?
Click to expand...
Click to collapse
Cheers Ben! Love how your always here to help!
I'll try installing battery monitor widget , and go back to stock, s-on
So do you think it was the heat that damaged the phone? My ipod touch and zte blade were left in the car, but they work 100% fine
I've checked the warranty thingy, it says do not expose battery to 60 degrees or higher.
But to be honest, I dot really know how hot it could get in the car... Florida is very hot!
I'm just waiting for a reply from HTC now
The phone works fine everywhere else, its just this problem.. I tried cooling the phone by switching it off and taking the battery out, and leaving it for an hour.
The thing with this problem, is that it is entirely random! It sometimes last ages in standby before the problems occur, or within 10 minutes.
How can I prove it to HTC??
I wouldn't worry too much about your phone doing the same once in a few months or so
Mine is happening at least 6 times a day!!
I'll try to keep the thread updated to how it all goes
Cheers Ben
Sent from my HTC Desire S using XDA Premium App
olyloh6696 said:
Cheers Ben! Love how your always here to help!
I'll try installing battery monitor widget , and go back to stock, s-on
So do you think it was the heat that damaged the phone? My ipod touch and zte blade were left in the car, but they work 100% fine
I've checked the warranty thingy, it says do not expose battery to 60 degrees or higher.
But to be honest, I dot really know how hot it could get in the car... Florida is very hot!
I'm just waiting for a reply from HTC now
The phone works fine everywhere else, its just this problem.. I tried cooling the phone by switching it off and taking the battery out, and leaving it for an hour.
The thing with this problem, is that it is entirely random! It sometimes last ages in standby before the problems occur, or within 10 minutes.
How can I prove it to HTC??
I wouldn't worry too much about your phone doing the same once in a few months or so
Mine is happening at least 6 times a day!!
I'll try to keep the thread updated to how it all goes
Cheers Ben
Sent from my HTC Desire S using XDA Premium App
Click to expand...
Click to collapse
Hello,
Could have been the heat, but could simply be a faulty motherboard....either way a new device might be a good thing, 1/2 way through your warranty period.
Don't know how hot it gets in cars in Florida....but I know that it can kill pets let alone phones!
Cheers, not worried about my phone, just trying to relate that's all
You're just going to be have to forcefull in your email and exaggerate...even
best of luck
ben_pyett said:
Hello,
Could have been the heat, but could simply be a faulty motherboard....either way a new device might be a good thing, 1/2 way through your warranty period.
Don't know how hot it gets in cars in Florida....but I know that it can kill pets let alone phones!
Cheers, not worried about my phone, just trying to relate that's all
You're just going to be have to forcefull in your email and exaggerate...even
best of luck
Click to expand...
Click to collapse
Yeh thanks I think it must be the heat that damaged the phone; it was working perfectly before for the last 3weeks!
My phone is just a month old now
Hopefully they just send me a new phone
I tried to act pleading in the email, but I did not mention anythig about leavig it in heat or the car. I just said it keeps crashing on me...
Hopefully I get a reply soon tommorow!
Sent from my HTC Desire S using XDA Premium App
Though my phone was not left anywhere where temp was extreme, mine is also doing this since this week,, Also a few months old and I blame the apps installed . I ahd battery monitor and suspected just that prog..
I have not yet gone to a clean rom yet but selectively remove apps till I find improvement....
Meaning there are others with the same problem !
olyloh6696 said:
Hi, been away from the forum, as i have just got back from holiday
i am having a prblem with my desire.. i went to florida, left my phone at the theme parks, desire s, zte blade, ipod touch in the car for 8 hours in around 30-40 degrees. since then, my desire s has been faulty.
my touch, and zte work fine, but my desire has a major problem now. it works normal in use, but when i lock it and put it into sleep mode, when i try to unlock it , it will start up the whole phone again. basically, it powers off on its on randomly in sleep mode.
The problem is really annoying. it is also very common on the desire hd..
http://www.google.co.uk/search?sour...360GB360&q=htc+desire+hd+randomly+turning+off
Im running leedroid port from dhd. i thought the rom was the problem, but it isnt. i flashed other roms, hydrogen, but the problem still exists. shoud i test the stock unrooted ROM?
i dont think it is a software fault anyweay. the phone was working fine for 2 weeks running leedroid, then suddenly i have the problem now.
i have emailed htc, and awating a reply now. so will i need to get it repaired? or replaced as a faulty unit?
Click to expand...
Click to collapse
A2Z said:
Though my phone was not left anywhere where temp was extreme, mine is also doing this since this week,, Also a few months old and I blame the apps installed . I ahd battery monitor and suspected just that prog..
I have not yet gone to a clean rom yet but selectively remove apps till I find improvement....
Meaning there are others with the same problem !
Click to expand...
Click to collapse
Yeh, some of them have the same problem after a couple if weeks old (not exposed to heat or anything) what causes this problem?
How often do u have this problem??
My old Nokia 5230 has the same problem
Mine has the same problem and has never been exposed to extreme heat. I think the power button is faulty and after some use it get stuck some times and closes the phone down. I started pressing the button with less force and the random power downs stopped happening.
What happened? I have not found a relationship yet. It seems random too me so far. If it happens once more i will go to factory default plain htc stock rom (i have not fiddled with the device or rom)
If it then happens as well i know enough. I will see and report me experience in due time.
Btw its android 2.3.3 build 1.47.401.4
Sent from my HTC Desire S using XDA App
A2Z said:
What happened? I have not found a relationship yet. It seems random too me so far. If it happens once more i will go to factory default plain htc stock rom (i have not fiddled with the device or rom)
If it then happens as well i know enough. I will see and report me experience in due time.
Btw its android 2.3.3 build 1.47.401.4
Sent from my HTC Desire S using XDA App
Click to expand...
Click to collapse
To be honest, I think its more of a hardware problem!
My phone was running fine on stock and custom roms for 3 weeks, then it just started last week when I left my phone in the car
A lot if desire hd users had the same issue as us!
I'm awaiting a reply from HTC now
Will update on what they say.
the heat probably was the culprit
my phone reaches around 45c at times due to the high outside temperature here,but i don't have any problems so i guess yours was heated more
but if you can, try changing the battery it may help
Random shutdown
I also suffered from this. A new Radio + ROM + cleaning some apps has solved the problem.
Thanks for the replies everyone!
I received the following e-mail of HTC today:
Dear Oliver Loh,
Thank you for contacting HTC regarding your HTC Device.
I understand that you are currently experiencing difficulties with rebooting and random restarts.
I believe that the reason for this is because of a hardware issue.
In order to rectify this I would like you to perform the following actions:
) Make sure your device is fully up to date:
Menu - settings - about phone - system software update - tick box - check now.
) If possible test the device with or without a (new) battery, SIM, SD card.
To assist you further I have attached links to the HTC Support Site which will enable you to work through the above step by step:
http://www.htc.com/uk/support.aspx
Once the above has been completed you may be required to do a factory reset, for your convenience I have detailed the steps below:
) Restarting or factory resetting your phone:
Restarting your phone (soft reset):
If your phone is running slower than normal, an application is not performing properly, or your phone becomes unresponsive, try restarting your phone and see if that helps solve the problem.
Please remove the battery, wait for a few seconds, reinsert the battery, and then turn the phone on.
Performing a factory reset (hard reset):
Note: Factory reset will not remove the data and files that are in your phone’s microSD card.
Factory reset is not a step to be taken lightly. It will permanently delete all your data and customized settings, and will also remove any applications you've downloaded and installed. Be sure to back up any data and files you want to keep before you do a factory reset.
Performing a factory reset via settings
Performing a factory reset using phone buttons:
If you cannot turn on your phone or access the phone settings, you can still perform a factory reset by using the buttons on the phone.
1. With the phone turned off, press and hold the VOLUME DOWN button, and then briefly press the POWER button.
2. Wait for the screen with the three Android images to appear, and then release the VOLUME DOWN button..
3. Press VOLUME DOWN to select CLEAR STORAGE or (Factory Reset), and then press POWER.
4. Press VOLUME UP to start the factory reset.
Should the above solution not resolve your query please can you confirm the following and reply to me:
1) Has the device been recently updated/upgraded or changed:?
2) Has a new application been recently downloaded:?
3) Please can you turn off all applications and UN-install any which are unessential, As they may be causing issues:?
4) What have you already done/tried to troubleshoot your issue/s:?
5) When did your issue/s occur or re occur:?
6) Is you device or applications fully up to date:?
Should the above fail to restore your device to full working order, the device (MAY) need to be sent for repair.
I hope that this information meets with your requirements, should you have any further questions please do not hesitate to contact us again.
If this response has resolved your query, and you have no further questions please close this ticket by following the link below. Upon closure of the ticket you will be invited to complete our Customer Satisfaction Survey which should take no more than 1 minute to complete.
To send a reply to this message or let me know I have successfully answered your question log in to our ContactUs site using your email address and your ticket number xxxxxxxxxxxxxxxxxxx.
Sincerely,
Robert
HTC
Want to see what others are saying? Have a question to ask other HTC fans?
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We are unable to receive replies to this email account. Please visit us at htc.com if you have any questions or need further assistance.CONFIDENTIALITY NOTE : The information in this e-mail is confidential and privileged; it is intended for use solely by the individual or entity named as the recipient hereof. Disclosure, copying, distribution, or use of the contents of this e-mail by persons other than the intended recipient is strictly prohibited and may violate applicable laws. If you have received this e-mail in error, please delete the original message and notify us by return email or collect call immediately. Thank you. HTC Corporation
Click to expand...
Click to collapse
And today i can confirm the problem has occured 8 times today. Now it can do the problem up to 3 times in a row, when the device is in use.
It happened this morning 3 times, 2 in the afternoon, and as i am typing now, i just booted into recovery and the phone crashed on me twice at the recovery screen.
I will reply to HTC and tell them i have the stock rom etc, and will s-on my device and send it for repair soon hopefully
So what's your uptime since you changed??
rotem said:
I also suffered from this. A new Radio + ROM + cleaning some apps has solved the problem.
Click to expand...
Click to collapse
If the problem persists through multiple ROMs, it definitely sounds like a hardware problem. I'd return it to stock and have it sent in for repair under warranty.
Haven't read all replies... but this is a well-known battery fault (and isn't necessarily triggered by either heat or humidity... it is most commonly a manufacturing defect).
My very first HTC Desire S handset had almost exactly the same issue, only the battery from that handset would power off the phone only when the GSM picked up a signal (I.E.... you get reception, but the phone kills itself instantly. No reception, phone ran fine).
O2 replaced the entire thing under warranty (but I sneakily kept the battery to prove my theory). I placed that battery into my replacement handset, and behold.... EXACTLY the same thing!
Put the new battery in, everything works perfectly.
Bottom line: don't replace the phone, just replace the battery!
LaKraven said:
Haven't read all replies... but this is a well-known battery fault (and isn't necessarily triggered by either heat or humidity... it is most commonly a manufacturing defect).
My very first HTC Desire S handset had almost exactly the same issue, only the battery from that handset would power off the phone only when the GSM picked up a signal (I.E.... you get reception, but the phone kills itself instantly. No reception, phone ran fine).
O2 replaced the entire thing under warranty (but I sneakily kept the battery to prove my theory). I placed that battery into my replacement handset, and behold.... EXACTLY the same thing!
Put the new battery in, everything works perfectly.
Bottom line: don't replace the phone, just replace the battery!
Click to expand...
Click to collapse
Hmm.. it does make a bit more sense that the heat could have affected the battery rather than the phone itself.
The battery is probably unable to run under low power that is used when put in sleep mode so it just cuts itself out altogether.
My hypothesis...
i have the exact problem!!
i thought i was the only one... mine turns off at least 3-4 times a day for no apparent reason.
at first, i thought it was the heat during the summer.. but now that the temperature is getting milder i dont really think thats the cause.
sometimes when i place it on the desk and i tap it or just bump it hard enough it'll turn off.
i think its more of a hardware problem then software.
Julzx said:
i have the exact problem!!
i thought i was the only one... mine turns off at least 3-4 times a day for no apparent reason.
at first, i thought it was the heat during the summer.. but now that the temperature is getting milder i dont really think thats the cause.
sometimes when i place it on the desk and i tap it or just bump it hard enough it'll turn off.
i think its more of a hardware problem then software.
Click to expand...
Click to collapse
That's sounds like a bad battery connection, I'd take it back under warranty {if possible} as the chance of a fried eMMC chip must be high!
My nexus 5 is three days old now. This morning when I was reading an article in Chrome my screen started to just freak out. It was clicking links, going back to my app drawer, opening programs, going to Google now, opening (and sending!) emails, hangouts, Google Voice SMS messages, etc.
Thinking it might just be a glitch I did the first troubleshooting step - I turned it off and then turned it back on again. After a few minutes it was glitching again.
When it stopped momentarily I went right ahead and did a hard reset - just in case there was a Virus or something insidious on my phone. Normally I'd hold off on that option, but for this time since I didn't really have anything on the device I figured it was the appropriate course of action. After doing the hard reset and starting up my phone again, within a few minutes it was freaking out again. Luckily, I had the presence of mind to grab my old Galaxy Nexus and take a video recording of what I was seeing:
www [dot] youtube [dot] com/watch?v=6J5ILs-MqjI
Here are the facts:
- The phone is three days old.
- This is the first time that I've noticed this issue, however on day 1 I left the phone on my desk when I went to get some lunch. When I left (and came back) the battery was approximately 70%. Yet, mysteriously, in that 30 minute time frame the unit had shut itself off.
- The phone has not yet been exposed to moisture, extreme heat, or extreme cold. It has not yet been dropped. There are no other indications of manufacturer's defect readily visible.
- The screen is clean
- While having the tantrum, the phone went in and out of airplane mode several times.
- The tantrum occurred both before and after the hard reset. Installed apps weren't even completely downloaded when recurrence happened.
- In another fit, it eventually restarted itself.
Is this a hardware issue? Software issue? User error? Should I initiate an RMA?
DutchessDucky said:
My nexus 5 is three days old now. This morning when I was reading an article in Chrome my screen started to just freak out. It was clicking links, going back to my app drawer, opening programs, going to Google now, opening (and sending!) emails, hangouts, Google Voice SMS messages, etc.
Thinking it might just be a glitch I did the first troubleshooting step - I turned it off and then turned it back on again. After a few minutes it was glitching again.
When it stopped momentarily I went right ahead and did a hard reset - just in case there was a Virus or something insidious on my phone. Normally I'd hold off on that option, but for this time since I didn't really have anything on the device I figured it was the appropriate course of action. After doing the hard reset and starting up my phone again, within a few minutes it was freaking out again. Luckily, I had the presence of mind to grab my old Galaxy Nexus and take a video recording of what I was seeing:
www [dot] youtube [dot] com/watch?v=6J5ILs-MqjI
Here are the facts:
- The phone is three days old.
- This is the first time that I've noticed this issue, however on day 1 I left the phone on my desk when I went to get some lunch. When I left (and came back) the battery was approximately 70%. Yet, mysteriously, in that 30 minute time frame the unit had shut itself off.
- The phone has not yet been exposed to moisture, extreme heat, or extreme cold. It has not yet been dropped. There are no other indications of manufacturer's defect readily visible.
- The screen is clean
- While having the tantrum, the phone went in and out of airplane mode several times.
- The tantrum occurred both before and after the hard reset. Installed apps weren't even completely downloaded when recurrence happened.
- In another fit, it eventually restarted itself.
Is this a hardware issue? Software issue? User error? Should I initiate an RMA?
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It definitely doesn't look like a user error, seems to prove you're using it fine when you can. This tantrum could be both hardware and/or software. If it were me with such a new device having an issue like this, i'd get a new one. I'd initiate RMA sooner rather than later.
FourPointedFreak said:
It definitely doesn't look like a user error, seems to prove you're using it fine when you can. This tantrum could be both hardware and/or software. If it were me with such a new device having an issue like this, i'd get a new one. I'd initiate RMA sooner rather than later.
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Click to collapse
Thanks. I guess with no other defects I just want to make sure it isn't user error or an app I have installed or anything. Seems like a waste to wait another month to get another unit and increasing the chances of it being someone else's refurb.
DutchessDucky said:
Thanks. I guess with no other defects I just want to make sure it isn't user error or an app I have installed or anything. Seems like a waste to wait another month to get another unit and increasing the chances of it being someone else's refurb.
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Click to collapse
Well based on my experience with Google and Nexus devices, typically they'll try hard in your situation to get a you a new device and sooner. They'll probably resell yours as a refurb but issue you a new one.
Fingers crossed.
This morning my Nexus 5 decided to die. It's stuck in a boot loop. I've never rooted, or done anything crazy to my phone. Haven't even downloaded an app in a few days, maybe a week or more. I am running stock 4.4.2.
My morning started just right. My alarm on my phone went off letting me know it was time to go to work. Then after I got ready, I picked up my phone and checked emails, facebook, instagram, you know.. normal things I do every day. I put it in my pocket and proceeded to get into my vehicle to drive to work. I then checked the time. All of the sudden after I press the power button to see, it turned off. I then went to turn it back on by holding the button. It showed "Google" then turned off. That's when I knew I was in trouble. It then began... The boot loop of death. This thing sometimes gets to the four Google colors, then shuts off..but this is rare. I can't even do the whole volume down + power deal. I can.. but I can't make a selection because the phone restarts.
WHAT AM I EVER TO DO.
I tried the hard reset with the two buttons, obviously as I stated above, that doesn't work. I tried downloading this to see, but turns out you need to access the bootloader. I cannot do this either.
My question is, do I send it in for warranty work, or is there some magical way to fix this?
Well,
Even if there was a way to repair, I would not keep a phone that had this kind of problem. I think, you should call Google and ask them for a RMA.
While they send you the new Nexus 5, you can try to repair the old one (if anybody is able to provide you a "fix"). If you're able to repair it : great, backup your data and use the new phone (and send the old one to google, like you would do for a RMA).
The power button has record of getting stuck on its contacts. Some have fixed it by hitting the phone against a table. Obviously not recommended
and as it's an internal hardware fault, Google will replace it. .
Might be a stupid question, but are you sure it has battery? Maybe plug it in for an hour and try again.
Lokke9191 said:
Might be a stupid question, but are you sure it has battery? Maybe plug it in for an hour and try again.
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Yes, it was fully charged.
GUGUITOMTG4 said:
The power button has record of getting stuck on its contacts. Some have fixed it by hitting the phone against a table. Obviously not recommended
and as it's an internal hardware fault, Google will replace it. .
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Click to collapse
This actually makes so much sense. I know sometimes when locking or unlocking, the screen would flash. So this, I believe may be the problem. I didn't even think about that.
Charlus97 said:
Well,
Even if there was a way to repair, I would not keep a phone that had this kind of problem. I think, you should call Google and ask them for a RMA.
While they send you the new Nexus 5, you can try to repair the old one (if anybody is able to provide you a "fix"). If you're able to repair it : great, backup your data and use the new phone (and send the old one to google, like you would do for a RMA).
Click to expand...
Click to collapse
Google is usually pretty good with their RMA process, except they make you pay up front. But looks like I'll have to do what I gotta do.
Thanks everyone!
I'm not sure how this is possible, but about once or twice a day, the back button on my S6 is pressed on it's own. It has happened when the device has been on the desk, I see the soft keys light up, the device vibrates like they've been touched and the app I was on went back, all while I was not even touching the device.
It's happened mostly when I'm holding the phone but not even close to touching the buttons, and once it happened and pressed the back button about 10 times in a row while I watched it.
The phone is completely undamaged, perfect condition, never touched water, not dirty at all, buttons are 100% clean. Happens while it's charging or on battery.
Has anyone else experienced this?
(My device was repaired by Samsung for a different issue, motherboard replaced, this only started happening after the repair)
i have, started like yours random. then it started happening more and more so when i was at the store waiting for someone i decided to factory reset ( factory reset twice while at the store) but it got worse. couldn't even get passed initial setup the phone just kept spamming back button so i just kept going back. luckily i already ordered a replacement s6 from tmobile since i was having some other issue with the phone. sadly the replacement s6 took over 7 days to get here. shipped through UPS and got to hawaii then for some reason UPS gave it to USPS for delivery. kinda sad that i ordered screen protectors 2 days after i ordered replacement phone and the screen protectors got here 4 days later through USPS. but other than that my NEW ( we all know its refurbished) galaxy s6 so far has no issues. even the no audio on calls is fixed.
also if you are going to order a replacement, be sure to let them know you have a GALAXY S6 and the date it was released. i say this because the 2 tmobile reps i talked to kept asking questions they say it was for them to determine if my galaxy s6 that was what 2 almost 3 months old at the time was still under warranty
My s6 was showing the same issue with the stuck back button.
It started randomly but than it went crazy and stuck. I wasn't even able to use it.
But 1 factory reset fixed it.
But yesterday the random stuck back button started again when the phone was on my desk and it was really hot (weather was hot as well as the phone). I turned it off for a while and apparently the issue stopped.
I'm not sure it's temperature, firmware, whatever related but I really don't want to factory reset it again.
No solution here, but it is happening to me as well
Solved
Hi i had the same problem aswell , i bought samsung s6 in Pakistan, after the update the back button kept pressing ghostly, i went to local samsung repair shop and the assistant reset something from the setting and then it was fine, i even asked him what you did and how you did? but he said it is secret lol very stupid. i could have post the solution if i know it, but i think it is very easy and something to do with setting. i am sure it is not hard/soft reset. i will post this on other forums to help other people.
thanks
having this problem with my phone too, i cant even get it to stay on the settings screen long enough to back up my stuff
edit: well i think i solved it. i tried clearing the cache, didnt work. then i did a hard reset, didnt work. then i went back and cleared the cache and did a hard reset at the same time and it seems to have worked.
+1 same problem. It happens mainly when the phone is on the move. Funny thing it happened 3-4 times while taking the metro (go figure) with the data on. Usually when I turn off the data, it reduces the amount of back press.
Normal reset doesn't solve the problem. It stops after a while, probably when the phone cools down. I can't seem to reproduce it, but I believe it has something to do with the data on.
I don't really want to factory reset so I'm going to write to samsung directly as the phone is brand new.
i am having same issue too.
---------- Post added at 09:20 PM ---------- Previous post was at 09:16 PM ----------
Did anyone try loading a custom rom and got it fixed ?
I've had that issue with my first one. Took it back ASAP as it was DOA. Got a brand new one 3 days later as they didn't have any in stock. This one doesn't have any problems. Don't worry to mutch about it. Get it exchanged.
It is a hardware defect: When the phone turns up power to the radio to strengthen the connection, it can cause Electronic Noise to leak over the connection into the capacitive buttons (due to poorly insulated shielding tape), causing the phone to think the buttons were pressed. That's why you notice the problem more when roaming -- the device needs to be repaired/replaced.
I have the exact same problem...did anyone contact the manufacturer and got a response on the matter?
I believe it may be an app setting messing with the system settings. My device did it once and wouldnt allow me to use my device. After factory reset it made it worse so i used twrp and wiped everything but my modem and flashed my stock firmware and it stopped and hasnt done it since
Sent from my SM-G925P using Tapatalk
faiding said:
It is a hardware defect: When the phone turns up power to the radio to strengthen the connection, it can cause Electronic Noise to leak over the connection into the capacitive buttons (due to poorly insulated shielding tape), causing the phone to think the buttons were pressed. That's why you notice the problem more when roaming -- the device needs to be repaired/replaced.
Click to expand...
Click to collapse
Hum that's interesting, thanks for your precious input on this.
I did contact Samsung who asked me to do a factory reset. It didn't change anything.
They redirected me to a Samsung office in Paris, not for repair but for a deeper factory reset... (not sure what they are talking about), but I haven't been there since due to lack of time.
However, I didn't experience the problem since the last update FXXU3QOKN so I'm keeping an eye on it.
Following "faiding's" comment, I'll probably pay them a visit for a replacement.
working "workaround"
workaround:
lower the speaker volume to ~75% in all settings (Media, ringtone, system, notifications, etc...)
Whats going on? why is it working?
some posts ago someone (user called "faiding") mentioned something about EMC leak, or at least he meant to, by mentioning a faulty insulation.
with that in mind i did some testing and found out that the closes radiating component it the speaker... and once you lower its emissions even thought the faulty insulation, the EMC leak is sufficiently low and the 'capacity short' is avoided.
Note: depending on how 'faulty' is your insulation (it varies from one phone to another depending on production line assembly) lower the volume until the issue stops accruing.
not full-proof but working
What worked for me is turn power saving on
possible fix
might be a coincidence, but this worked for me:
(I am a new user so i cant post a link but here is what you should do)
1. enter YOUTUBE
2. find this video: "Samsung Galaxy S6 Touch Screen Sensitivity Fix"
worked like magic for me
Repair tech
It is true that if your in the US and your phone has no damage or any water damage to void your warranty even if you bought it from someone else, u can register the phone at samsung website and then request a repair. It will still have a warranty.
But as I am a Cellphone tech, sometimes I rebuild phones. A s6 came into my shop and i once rebuilt it and worked for a while before doing the phantom touches on task and back keys. So when i pulled the screen up a little off the touch keys, it would stop. I gave up after a while trying to figure it out as i had more things to work on. Back in December i decided to rebuild it again, new screen, new battery, new frame and new back. Turned it into a gold s6 to try and sell it again. Sold it couple days ago, and it came back the next day doing the same thing. So got bored tonight and started to take it back apart. Figured i would try one more thing, replaced the charging port (which is also the soft touch keys) to see if that would resolve it. So far its not wigging out but im letting it sit here and try using it from time to time, with wifi on and a simcard installed. So far its not going crazy, but I will let everyone know if it fixes it or not. As for the "Youtube thing" I tried that, did not resolve. Im guessing its a defective soft touch keys/charging port.
I would not recommend this repair unless your phone is out or voided of warranty.
dslayer83 said:
It is true that if your in the US and your phone has no damage or any water damage to void your warranty even if you bought it from someone else, u can register the phone at samsung website and then request a repair. It will still have a warranty.
But as I am a Cellphone tech, sometimes I rebuild phones. A s6 came into my shop and i once rebuilt it and worked for a while before doing the phantom touches on task and back keys. So when i pulled the screen up a little off the touch keys, it would stop. I gave up after a while trying to figure it out as i had more things to work on. Back in December i decided to rebuild it again, new screen, new battery, new frame and new back. Turned it into a gold s6 to try and sell it again. Sold it couple days ago, and it came back the next day doing the same thing. So got bored tonight and started to take it back apart. Figured i would try one more thing, replaced the charging port (which is also the soft touch keys) to see if that would resolve it. So far its not wigging out but im letting it sit here and try using it from time to time, with wifi on and a simcard installed. So far its not going crazy, but I will let everyone know if it fixes it or not. As for the "Youtube thing" I tried that, did not resolve. Im guessing its a defective soft touch keys/charging port.
I would not recommend this repair unless your phone is out or voided of warranty.
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Click to collapse
Hi dslayer83,
I've the same problem with my S6
Could you solved the problem replacing the charging port?
It would be very important to me knowing how to repair the phone because I buyed it abroad. In my country Samsung does not cover warranty.
Up with this thread!
I had an S6 since January.. initially the problem was very random, maybe 1 or 2 times per day, sometimes would go crazy for a while
Then i had some time with no defect at all (a couple of weeks?) without doing nothing
This past week, the phone was feeling like the MENU button (what menu as in this phone there isn't any?) and that was very weird!
Today, it simply went completely crazy, and now is completely unusable... i can't actually swtich it off as the back key is pressed so quickly i don't have the chance of doing nothing!
EDIT: Managed to reboot and wipe cache... now it is useable, but still hits the button from time to time
Update... went unuseable again today.... factory resetting now...
If it works, shall we suspect is something software related?
Update: Not working... it started giving the phantom touches just after the factory reset then suddenly stopped
Worked fine for few hours, then started craza again
Now i have done a wipe and factory reset again, and still unuseable
I've not seen this with any of my Google phones but today the alarm went off and then the phone locked up while still playing the alarm sound. The screen was stuck at like 2am but it was like 6am at the time. Power and volume up buttons did not work to get to restart. I had to Google the fix and that was to hold down the power button for 30 seconds.
Video of it stuck.
This happened to my wife's Pixel 7 the first morning she had an alarm set with it.
Did you by any chance snooze it half a dozen times? It was only after she refused to get up that it locked. I think maybe it's a feature, not a bug.
That sounds familiar as if it might've happened once on my OG Pixel years ago, but I can't say for sure.
rczrider said:
It was only after she refused to get up that it locked. I think maybe it's a feature, not a bug.
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Click to collapse
LOL! Good point.
No snoozing and it just locked up for the second time just now. The time is displayed but stuck at 8:16 and it currently 9:57, never had this issue on the 6. I'm wondering if I have bad RAM or something that is causing random lockups.
I do see that it vibrates when I press and hold the power button but I can't see what it's doing with the screen locked up.
Talking to support, they wanted the IMEI number and a picture of the screen? The screen looks normal but is locked up. ???
They have to put me on hold to talk to someone else for each part of the questions. I called Google support but it sounds like someone overseas.
I don't see what they can do, other than replace it. I copied everything from the old phone that was working fine.
They want me to back it up and do a factory reset. I just did that when I got the phone a few weeks ago.
Then they asked that I run the phone in safe mode for a few weeks to see if its a bad app that was installed.
I asked to speak with someone more knowledgeable and they needed to put me on hold again saying I could get an email from someone or wait to talk with someone. They then said I had to give consent for them to look at all my data. ??? After the long hold I was told that I'd be getting an email. Total waste of time.
My screen froze and became unresponsive when I swiped down for notifications while watching non-fullscreen video on Youtube TV. The audio continued to play. I recovered by holding down the power button for 60 seconds to force a reboot. I can't duplicate it though.
I have had these screen freezings too. By pressing power button for 30 sec it boots the phone back up. Then after a minute or an hour it happens again. Had to do factory reset two times already. That's the only thing that helps.
I have no idea of what is causing that.
Mine has done it three times now, had to power cycle it as mentioned above, and each time it was a different app
Here is their suggested fix:
Here are some additional steps to take to try to resolve the issue with your Pixel phone:
Troubleshoot your apps
Perform a factory reset
After each step, check to see if your issue is resolved. If not, continue to the next section.
Tanquen said:
I've not seen this with any of my Google phones but today the alarm went off and then the phone locked up while still playing the alarm sound. The screen was stuck at like 2am but it was like 6am at the time. Power and volume up buttons did not work to get to restart. I had to Google the fix and that was to hold down the power button for 30 seconds.
Video of it stuck.
Click to expand...
Click to collapse
SystemUI has crashed a few times on mine, which causes a lockup. Rebooting seems to fix it, for the most part.
Tanquen said:
Here is their suggested fix:
Here are some additional steps to take to try to resolve the issue with your Pixel phone:
Troubleshoot your apps
Perform a factory reset
After each step, check to see if your issue is resolved. If not, continue to the next section.
Click to expand...
Click to collapse
You can report back that the factory reset fixes the bug for a while. But if I have to do a factory reset every week, I'm going crazy.
miimaa said:
You can report back that the factory reset fixes the bug for a while. But if I have to do a factory reset every week, I'm going crazy.
Click to expand...
Click to collapse
Just rebooting the phone fixes it for a little while. That's the trouble with random inconsistent issues. It could take a week or two or more for it to do it again. With a number of others having similar issues I don't think a factory reset again is going to do anything. I just got the phone a month or so ago and it was at factory default. What good would it do to put it back to factory again? Sounds just as unreasonable as using my phone for several weeks in safe mode to see if it's another program causing the problem.
Woke up this morning and the phone had rebooted.
RMA your device keep trying until you get someone that understands your issue. Google support is absolute rubbish and if the rep doesn't understand that you're losing all touch input just hang up and try again. It's frustrating but it's sadly the only way you'll be able to get your phone swapped out. I had this problem on my P6P and only a RMA solved my problem.
They offered to let me send it in and let their techs look at it for 2-3 weeks or take it to a local shop. I was surprised that there was an authorized shop in my city but what are they going to do with a phone that reboots every 5 or 6 days? I've not even had it 30 days but they said it was too long just be able to return it. You have 15 days. I pushed back and they set up a replacement but not before telling me about the option to mail it in a wait a few weeks. Who can be without their phone for a few weeks. I have to buy a new one and then have 30 days to return this one.
I do wonder if it's a software issue that Google will fix at some point but don't think so. There is a thread on their support forum that has not been locked yet with a number of folks with what sounds like the same issue.
Oh wait it's 21 days to return it.
"Remember that if we don’t receive your old item 21 days after your replacement ships, you will be charged $968.67, which is the full value of your replacement item."
Tanquen said:
I've not seen this with any of my Google phones but today the alarm went off and then the phone locked up while still playing the alarm sound. The screen was stuck at like 2am but it was like 6am at the time. Power and volume up buttons did not work to get to restart. I had to Google the fix and that was to hold down the power button for 30 seconds.
Video of it stuck.
Click to expand...
Click to collapse
I would attribute it to buggy software. My 7 pro locked up about a week into ownership. The last time I had a phone lock up was my last pixel phone (the 3). Not sure what it is but it always clears up after a couple updates. Maybe the same will happen for you.
Tanquen said:
They offered to let me send it in and let their techs look at it for 2-3 weeks or take it to a local shop. I was surprised that there was an authorized shop in my city but what are they going to do with a phone that reboots every 5 or 6 days? I've not even had it 30 days but they said it was too long just be able to return it. You have 15 days. I pushed back and they set up a replacement but not before telling me about the option to mail it in a wait a few weeks. Who can be without their phone for a few weeks. I have to buy a new one and then have 30 days to return this one.
I do wonder if it's a software issue that Google will fix at some point but don't think so. There is a thread on their support forum that has not been locked yet with a number of folks with what sounds like the same issue.
Click to expand...
Click to collapse
I believe it's part of their call flow offering the repair shop or mail in option. There's always the advanced RMA option where they put a hold on a card you provide and the temp charge is removed once they receive the defective device. If you don't want the chance at getting a refurbished replacement do the advanced RMA sooner rather than later.
The phone froze on me 3 times already - 2 times using Samsung browser, 1 time on Chrome.
Android 13 QPR1 Beta 3.1 introduces a GPU fix, which will hopefully resolve this issue:
Fixed issues where a device's GPU drivers sometimes caused the system UI to freeze during normal device use.
I'm swapping it out for a new(?) one. Hopefully all goes well.