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Phone dead after update

asked 2018-03-08 20:04:26 +0200

wayn3 gravatar image

Hi there,

since the actual update my phone is completely dead. Already tried to contact Jolla, but they dont really help and only sent an E-Mail with a link to a "how to get to recovery mode". This is frustrating..

I explained to them, that i cant put the phone back to factory mode, cuz i used an app called SailOTP to get a 2FA for BTC exchanges.. When i put the phone back to factory mode i would lose a lot of money.. They dont understand that..

So what i really need now is somebody who can tell me how i can backup the files of this tool (SailOTP), so i can put it back to factory settings after backing up these files. I really hope, somebody here in this forum can help with that. I already backed up all my files from the home folder, but cant find the app folder. Please help with that.

Furthermore Jolla seems not to understand that this is not normal. How can it be that my phone is not bootable anymore? I always was up to date, so patch was from the newest possible version. I dont use developer versions and i only had 2 or 3 apps from OpenRepos installed, nothing too special, nothing that changed UI or something like that.. So what i am thinking now is that this phone is not worth to be promoted at all when there is no QA for the patches.. It just cant be that i am left with a bricked phone after a usual patch.. And the only help they give me is a link to a factory reset how to.. Unbelievable..

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answered 2018-03-08 20:29:12 +0200

leszek gravatar image

You can boot in recovery and enter a shell there. In this shell you should be able to mount the partition 26 (I think it was this one mmcblk0p26) with your SailfishOS filesystem. There you should be able to see your /home/nemo data and save any configuration files you need onto an microsd card for example. Also you can maybe debug and try to find out why it isn't booting anymore if you want to rescue the system instead of installing every as new.

However there is no 1:1 tutorial or how to I can give you here. It needs fiddeling around with reading boot logs and so on.

Also what do you mean your phone is completely dead? Is it maybe hanging at the Jolla Boot logo? Not starting any further? Have you maybe tried connecting to it via ssh? Perhaps only the graphical user interface (wayland compositor) is not starting?

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answered 2018-03-08 20:58:01 +0200

richie gravatar image

I have written up the steps I went through to recover my Jolla,

https://together.jolla.com/question/166419/os-upgrade-probably-failed/?answer=166642#post-id-166642

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answered 2018-03-08 23:07:42 +0200

takimata gravatar image

updated 2018-03-08 23:13:40 +0200

Regarding logging:

  1. Sailfish uses systemd with systemd-journald for logging, which means /var/log/ doesn't contain logs directly
  2. you can access the logs via journalctl if you can boot normally
  3. the journal is saved non-persistent in /run/log/journal/<machine-id>/</machine-id>
  4. you can enable persistent logging by modifying the Storage setting in /etc/systemd/journald.conf. [ https://unix.stackexchange.com/questions/159221/how-do-i-display-log-messages-from-previous-boots-under-centos-7 ]
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Thanks a lot, but isnt it a little bit dumb to not have logs when the phone does things like mine? I mean, isnt that what logs are for? Why not using a log mechanism that helps in such situations? i can still telnet into the device but have no logs, bravo..

wayn3 ( 2018-03-09 03:26:47 +0200 )edit

Ok, i got my logs now, had to mount the rootfs...

and what i found is this:

"# rpm output:

error: unpacking of archive failed on file /usr/lib/systemd/user/vault-gc.service: cpio: rename failed - No space left on device

error: vault-0.2.8-1.2.1.armv7hl: install failed

error: vault-0.2.8-1.10.6.armv7hl: erase skipped"

Why is the patch not checking if it has enough free space to actually patch the phone? Why, just why?

wayn3 ( 2018-03-09 03:57:43 +0200 )edit

and also, why is it not rolling everything back to the state before the patch?

wayn3 ( 2018-03-09 04:27:04 +0200 )edit

Sounds like you need to free some space and if Jolla 1 using btrfs, do some btrfs balancing, then refresh repos and update. There are some other posts about btrfs and recovery here. Struggling using together at the mo, as app keeps.crashing.

richie ( 2018-03-09 10:59:36 +0200 )edit

No, this is not what I have to do.. The patch has to check the filesystem BEFORE patching and should not start if there is not enough space.. This is a simple thing do to.. Why is this "SOFTWARE" company not doing such simple things?

wayn3 ( 2018-03-09 15:51:52 +0200 )edit
1

answered 2018-03-09 16:15:32 +0200

wayn3 gravatar image

Ok, i ended up with factory resetting the phone.

I want to say thank you to everyone in this thread for trying to help!

But i also want to make clear that Jolla really sucks. I wrote an e-mail to them and asked for the folder where this app is saved. All to fix a problem that only exists, cuz they are too dumb to write patches for 3 devices... I wanted to fix the problem myself and wasnt even angry in the first place, cuz shit can happen, right!? But all they did, was sending me an e-mail with a link to a howto, which would factory reset the phone. I told them that this is not possible, cuz i lose money then (SailOTP 2FA-app). I never heard from them again. What kind of business is this? I talked everyone i could into buying one of these phones, cuz i really liked the idea.. But this is a major fuckup, there is no sense of customer relation at all, furthermore there is NO customer care, except e-mail templates. The rest is done by the community, not by Jolla. So what u are paying for when u buy a phone or software from them is something that excludes any support and can break at any time in the future! Be aware of that!

And the worst thing: They will try to put the blame on you! In the mail they say that it might be cuz i installed tool xyz or something from openrepos. All i installed from openrepos were some commandline tools, nothing UI changing or something like that, so that cant be the reason that this phone is broken now..

The problem was not a tool from openrepos, it was the missing check for free disk space and the missing rollback when something fails. These are simple things in software development that everyone who codes for 2 weeks knows about. So why are u not checking the disk space Jolla? And why are u not rolling back to a state that worked when something in the installationprocess fails?

Just look at the bottom of this page, "Copyright 2013-2016" They are even too lazy to fix such things, over YEARS! This has to ring a bell for u! Its the same with security problems and other stuff, they dont do anything in a correct way.

Im just the guy bringing the message, dont blame me..

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3

No backup, no mercy :-P First thing one should do after linking the ownership of money to a single device is making a backup (which is advisable before upgrades of any digital device, too)...

takimata ( 2018-03-09 17:17:05 +0200 )edit

Thats true, but it doesnt make anything better.. Blaming the customer for not having a backup is not how its done.. Just to let u know, got my login to the exchange back after contacting their support. They reacted within 30 minutes with the RIGHT answer. Jolla had 48h and has just sent an e-mail template, which didnt even answer my question, that was answered by the community.... Not cool..

wayn3 ( 2018-03-09 17:23:26 +0200 )edit
0

answered 2018-03-08 21:10:50 +0200

wayn3 gravatar image

Hi again,

First of all: Leszek, great podcast, im a fan!

I already mounted that volume and backed up all my data that i could find. But i couldnt find the app folder where normal SFOS apps are stored. Can u maybe tell me where i have to look for that? And is it enough to just copy the app folder then? Any clue if that way of backing up works for SailOTP?

With "phone dead" i mean that its stuck on a black screen after the logo. No pin verification showing up. But backlight is on.

And my biggest problem is that there are no logs in /var/log. So how could i fix a problem with the booting process when there are no logs at all?

Jolla customer care is not really helping with that issue, which is really frustrating.. Usual patch bricking my phone, no logs, no helpful answer from Jolla customer care, except factory reset.. This is really sad..

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2

Are you looking for the folder /home/nemo/.local/share/harbour-sailotp/harbour-sailotp/QML/OfflineStorage/Databases ? I have a sqlite db in there that has my OTP keys in it.

sunkan ( 2018-03-08 21:42:35 +0200 )edit

Thats exactly what i was looking for, thanks a lot!

wayn3 ( 2018-03-08 21:47:40 +0200 )edit

No worries, hope you are able to recover your 2FA key.

sunkan ( 2018-03-08 21:52:09 +0200 )edit

So when the phone is black you don't have ssh access to it from your linux pc? If you have then nothing is lost and you can get logs via journalctl which would help a lot

leszek ( 2018-03-08 23:45:11 +0200 )edit

ssh is off, get a "connection refused".. silly me, wanted it as secure as possible..

any way to get journalctl work with telnet?

wayn3 ( 2018-03-08 23:52:47 +0200 )edit
0

answered 2018-03-08 22:18:52 +0200

wayn3 gravatar image

Ok, thanks to sunkan im able to backup the sqlite file now.

But i would still love to repair the phone without resetting to factory settings. Is there any way to reactivate the logging? Like i said, there is not 1 file in /var/log.

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I've recovered from a black screen, but I did have files in /var/log

I can't really remember, but I wonder if you need to mount part of the filesystem in recovery to see them.

Of the 2 or 3 Openrepos apps you have installed, are any call recorder, phone hook or patch manager? If you're happy you have backups, then I would just brute force remove anything installed that you think maybe the cause and then try and refresh the repos as per the link I left above. Worth a go, particularly if you have a back up and your only other option is a reset.

richie ( 2018-03-08 23:01:49 +0200 )edit

@wayn3: Please post comments like this as comments and not as answers in order to avoid chaos...

takimata ( 2018-03-08 23:12:09 +0200 )edit

Ok, im at the brute force removing part now. Where can i find the binaries for sailotp and stuff like that? They are not in bin or sbin, so im a little bit confused now.

wayn3 ( 2018-03-09 00:42:29 +0200 )edit

posted.this above, you maybe able to use find.command or.inspect rpm package

richie ( 2018-03-09 10:55:45 +0200 )edit
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Asked: 2018-03-08 20:04:26 +0200

Seen: 852 times

Last updated: Mar 09 '18