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Sim card connection to phone lost easily [answered]

asked 2013-12-25 17:19:22 +0300

tapio.oling gravatar image

updated 2014-02-06 18:29:54 +0300

cropas gravatar image

Sim card connection is lost very easily if phone in pocket or by pressing on the backcover, about where the sim is located. See thread on Jollasuomi forum. HERE

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EDIT: Please read ALL comments. Many of us are waiting for an answer from Jolla.

EDIT 2: There is an accepted answer by Jolla.

EDIT 3: Question reopened because this issue is still not solved.

EDIT 4: Added screenshot

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The question has been closed for the following reason "the question is answered, an answer was accepted" by simo
close date 2014-07-12 00:40:07.985203



found discussion also on jollausers forum. http://forum.jollausers.com/jolla-phone/shutdown-reboot-problems-anyone/ seems to be an issue with the SIM card sensor.

mholo65 ( 2013-12-25 23:54:59 +0300 )edit

This is a really serious and annoying problem. Is this a SW or HW problem or both?

Kake41 ( 2013-12-26 16:24:02 +0300 )edit

Really serious yes and the main reason why cannot use my Jolla as priority phone. So actually don't use it at all currently.

Henrik ( 2013-12-26 22:08:39 +0300 )edit

HW problem i guess. The SIM card sensor is what is causing the problems. Any idea on how to get this major problem solved?

niion ( 2013-12-27 00:07:31 +0300 )edit

I think that it' a HW problem connected with sensor but I think that jolla will ask us to send our device back to repair it (I hope that shipping costs will be pay by jolla not us because we have the guarantee)

idro ( 2013-12-27 00:24:41 +0300 )edit

6 Answers

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answered 2014-01-10 17:55:52 +0300

stezz gravatar image

updated 2014-03-19 15:52:12 +0300

Hello, thanks for the report guys, we have picked up on this alleged issue.

It is being investigated for reproduce-ability and once we know more and can share that, we will.

Thank you for bringing this to our attention.

UPDATE (19.3): After investigating this thoroughly we have been able to isolate the root cause.

Should you encounter any SIM related issues, please submit a request to Care and they will help you.

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Hope next time to get answer we don't need to "rant" (as you call it). It was unpleasant waiting and feedback I got on IRC with sailors to get more attention here.

Waiting for more info to decide if I refund/not get more jolla phone...

ZogG ( 2014-01-10 21:35:28 +0300 )edit

It took only 8 hours from my positive comment to get the answer. Can we learn something from this... Cheers, happy sailors!

Iipe ( 2014-01-10 21:42:31 +0300 )edit

@Iipe, so basically you saying all comments above from 25 Dec are not positive? Read yesterday's evening log on IRC please

ZogG ( 2014-01-10 22:22:26 +0300 )edit

@ZogG, No I'm not. And I'm pretty sure we'll get a fix for the SIM problem, and being impatient about it doesn't help.

Iipe ( 2014-01-10 22:49:12 +0300 )edit

Then it wouldn't be fix, would it? ;)

ZogG ( 2014-01-11 10:18:38 +0300 )edit

answered 2014-02-03 00:34:53 +0300

immo gravatar image

updated 2014-02-25 17:07:13 +0300

February 3rd, 2014: I was able to disconnect my sim card in a reproducable manner by pressing on the sim card in the area of this golden triangle. Actually there was room for a little movement of the sim card and the metal triangle was bend a bit. I ended up to put two sheets of thin tape (tesa-film) on the back of the sim card. Pressing on this triangle area now fails to diconnect the sim card (one layer of tape was not enough). Using the same sim card I had the same diconnection problem with my N9. So my sim cards thickness may not be up to specifications?

February 25th, 2014: After my post on February 3rd I used my jolla regularly (aka until Feb 25th) without any further sim card disconnections. So adding those tape layers on the back of the sim card seems to have solved my problem. I suggest to try this method first, as you don't manipulate the phone at a sensible spot (this triangle) and the tapes are easily removable in case it does not help.

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I sent my phone to optima-service for repair, and they changed the simcard-reader. Now I have no more problems with simcard-connection. Even pressing with my finger directly on the simcard without the backcover doesn't break the connection. I suggest you all to do the same thing, if possible, and send your phoneto service. The new simcard-reader looks a little bit different compared to the old one? Maybe it's a different make or serie? But it definitely works now.

tapio.oling ( 2014-02-27 20:37:39 +0300 )edit

Are the expenses covered by the guarantee? Tried already a new sim card but did not help...

TK ( 2014-03-10 12:33:02 +0300 )edit

answered 2014-02-22 01:15:46 +0300

FloR707 gravatar image


I think I have found a solution for me. I have a self cut micro SIM and lost connection by the lightest tough on THO. Using a microscope I tried to find out what is going on. I don't think the issue is connected to the triangle that the card pushes a way. On my one it was pushed to the side and did not move when I pressed on the metal SIM card case but I still lost the connection.
I think the problem is the case. The triangle is connected to an arm. You cannot see the end of the arm because it is hidden under the metal case but I assume when the metal case is bend (by pressing on it) the sensor is triggered. Trying to figure out why me case is bend so badly that I get the issue I measured my SIM card with a caliper. According to the specs I found on the internet the thickness should be 0.75 mm but mine had 0.85 mm. So I ground a bit of and since then I have not lost the connection to my SIM card.
The tenth of a millimeter really made a difference. Before it was really hard to push the card in or out. Now it is smooth. I assume that the too thick card deformed the metal case which made it very likely to trigger the sensor.
Maybe anyone else can confirm that.

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I think that it's a self-made answer that delete the warranty because you took mechanical parts. If I were you, I try to use zendesk and wait a official answer from jolla

idro ( 2014-02-23 20:03:23 +0300 )edit

Hi, sorry but I think you misunderstood me. I did nothing to the phone. All I did was checking my SIM card for the right dimensions and when I found my thickness to be OOS I fixed that. Since I did this I had no more issues.

FloR707 ( 2014-03-23 14:11:09 +0300 )edit

answered 2014-01-10 17:54:02 +0300

Oswaldo gravatar image

Im having exactly same issue with my Jolla. My phone loses sim card maybe couple times in week and also if you press other half where sim card is located it does same thing...

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Not an answer, make this one as comment please!

ZogG ( 2014-01-10 21:35:50 +0300 )edit

@Oswaldo, you really should convert this non-answer to a comment.

foss4ever ( 2014-02-22 13:14:42 +0300 )edit

answered 2014-02-06 18:43:33 +0300

Gianluca gravatar image

updated 2014-02-06 18:59:46 +0300

More than an answer, mine is just a hypothesis, so please forgive me in advance if I'm OT or annoying. Stated that I use Jolla as my main and only smartphone (it replaced an old HTC Magic a month ago), that I always hold it in my pocket (jeans or jacket) and that I've never experienced such a severe problem, I was figuring out that it might depend on the SIM card itself. I had a normal SIM that my provider adapted to microSIM by trimming it. If all the users reporting the failure have the same "custom" SIM card I might think of a slightly aggressive trimming. I think that giving all the possible hints (even those that seem useless) can lead the Jolla team to a restricted target of possible causes.

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had the same problem with a badly trimmed sim card. I resolved my problem by asking my provider to exchange my older sim for a new one. Maybe, Gianluca is right.

vivaomauricio ( 2014-02-06 18:51:35 +0300 )edit

@Gianluca If you read all the comments you will find out that your "answer" tells us nothing new. And that your "answer" should be just a comment along others.

tapio.oling ( 2014-02-06 19:30:50 +0300 )edit

@tapio.oling Wops, you're right: missed those comments about brand new microSIMs. Sorry for the noise I added.

Gianluca ( 2014-02-06 19:42:44 +0300 )edit

@Gianluca No worries. This thread of comments is veeerryy looong and I understand it's very easy to miss some of them.

tapio.oling ( 2014-02-06 20:08:16 +0300 )edit

Had the same problem. My old SIM card was non-micro and I cut it myself. I suspect it was still slightly too large which is why the phone kept losing the SIM connection e.g. during a bumpy ride. After having received a new micro SIM from my provider, the problems are gone. Funny enough, my old cut SIM works in the n900 with an impromptu custom-made "adapter" and never loses connection.

rod ( 2014-02-22 12:12:43 +0300 )edit

answered 2014-03-13 13:28:46 +0300

Mr.Thumb gravatar image

updated 2014-03-13 18:04:33 +0300

Hmm... I got the same issue today and this is a brand new simcard !!??? so no bending or damage sim card ?? If I move the sim card abit in the sim socket it make the error come . So it is a shitty sim socket !! I put two layer of thin tape on top of the sim card to make abit thicker and we will see if that helps in the daily use of jolla :P

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Asked: 2013-12-25 17:19:22 +0300

Seen: 8,683 times

Last updated: Mar 19 '14