Jolla randomly shuts down

asked 2013-12-30 22:04:14 +0300

This post is a wiki. Anyone with karma >75 is welcome to improve it.

updated 2015-05-20 01:45:14 +0300

30712 ●180 ●234 ●229

Numerous users have an issue with the phone rebooting by itself. User testing has revealed that it most likely has something to do with the battery. If this is happening to you, there are two ways you can probably solve the problem. You can either:

take out the phone battery, and rub all contact areas on the battery and the phone with a regular eraser, then just put the battery back in.
take a small piece of paper and put it between the bottom of the battery and the phone, so it makes better contact.
put a bit of paper between the battery and the phone body (as seen here)

If neither of these solutions helps at all, please mention this and edit this post to include that information.

It would be nice to read an official statement on the issue, if this is something related to the manufacturing process or something else.

edit 06.04.2015 (MacManus): i noticed that my jolla reboots on weak network connections (can't reproduce in wlan). If i'm in an area with weak network, my jolla constantly reboots. If i didn't activate my sim, the phone didn't reboot. As soon as i activate sim and get mobile network connection, the jolla reboots.

Edit 20.05.2015: Anyone with this problem please see this answer, it seems that they finally have a clue about how to fix this issue.

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3

I'm experiencing this same problem starting today. I haven't installed any new updates / apps since the last SW update 2 days ago. Sometimes after the shut down the phone refuses to turn back on. Trying different things with the phone now to track the problem down.

EDIT: After the shut down happens, the phone turns back on on first try if I plug in the charger.

fAzu ( 2013-12-30 22:13:32 +0300 )edit

3

I have my Jolla phone turned on for 24/7 and it's also updated to this recent firmware and haven't ever seen such unintentional shut downs. None. Nothing even close to that. So definitely can't confirm this. There is a change you may have problems with hardware.

Simakuutio ( 2013-12-30 22:14:29 +0300 )edit

1

I've had 2 reboots so far, but both were before 1.0.2.5 update and while I was not actively using the device. I can't really say anything else about the cases, but I think I had nothing special running, just WiFi/3G and Settings or something. What apps and networks are you using when this happens?

Julle ( 2013-12-30 22:16:30 +0300 )edit

Did you try hard reset for solve some issue ?
1. if yes, try to run CSD tool on your phone for discover any abnormal hardware malfunctionality before return your product for hardware repair
2. pully down, select phone, input code (i can't show the code) and follow instructions and we wait feedback you can find the code here http://jollafr.org/un-utilitaire-secret-pour-tester-toutes-les-fonctionnalites-de-votre-jolla/

redge73 ( 2013-12-30 23:03:06 +0300 )edit

7

Ok, so after removing my battery for a longer period (roughly 10 minutes) the problem vanished. Seems like a software glitch. I cannot recreate this behavior for now, but I'll monitor my workflow in case the problem reappears.

fAzu ( 2013-12-31 10:18:51 +0300 )edit

2

answered 2014-07-08 10:00:49 +0300

pasikarkkainen
1111 ●16 ●30 ●24

I'm seeing this problem aswell!

For me the frequent reboots/crashes started with the latest June 2014 software update (1.0.7.16), I wasn't seeing it with the earlier software versions.

To me It feels like the sudden reboots are related to low signal quality on the 3G/4G network (as mentioned earlier aswell), and then doing something which uses more power, for example starting the camera app -> instant reboot.

Having low signal quality on the 3G/4G needs more power, and then when you use some app that needs more power aswell.. power usage goes over some threshold and the reboot is initiated?

This problem is very annoying, as it happens almost every day, and usually many times a day!

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I haven't seen crashes/reboots for a while now.. it was either fixed by the new 1.0.8.19 firmware, OR by the fact that I added tinfoil (or paper) to the bottom of the battery so that it's more tightly connected..

anyway things seem better for me now. No reboots for over a week now.

pasikarkkainen ( 2014-07-29 21:21:35 +0300 )edit

2

answered 2014-07-12 16:13:53 +0300

pasikarkkainen
1111 ●16 ●30 ●24

I'm seeing these random shutdowns very often now, at least 10 times yesterday alone..

I noticed if I lower the screen brightness I get less shutdowns.. which goes well with the shutdowns being related to power consumption -> darker screen, less power consumption -> less shutdowns/crashes.

Currently I'm in an area where the signal quality isn't all that great.. so for example opening the Jolla terminal app and starting a ssh session might shutdown the phone! Very annoying..

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2

answered 2014-07-22 13:47:40 +0300

shfit
3003 ●30 ●38 ●41

Although I (gladly) don't have this problem with my Jolla phone, I would like to share my experience with the community, since it might help hunt this annoying bug down. I used to own an HTC Sensation which suffered from the problem described. The phone rebooted randomly, and it always seemed to happen in areas with bad connectivity. Back in those days I also read about the paper trick mentioned by some here, and it seemed to reduce the problem, but it didn't solve it. One thing that I noticed, was that the reboots were always caused by sudden drops of charge (at least according to the android battery history). I presume the software or the hardware has a safety mechanism that shuts down the phone when the charge drops suddenly (it might indicate a short circuit). In areas of bad connectivity, the phone needs to draw more power from the battery to increase its transmission power. If the battery is faulty, it might not be able to deliver the power requested for transmission and the phone might shut itself down. I then decided to buy a new battery just to see if it solved the reboot problem and luckly it did! After replacing the battery I no longer had any random shutdowns. Of course my experience might have nothing to do with the problem you guys are describing, since it's a different phone, but since the symptoms are almost exactly the same, it might help to find a solution. Anyway, I hope it helps!

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2

answered 2014-07-29 08:12:58 +0300

jarnose

141 ●4 ●8

http://www.google.com/

I sent my Jolla to Optima Service for repair because it started to reboot and power off itself. They replaced the battery, and since then I haven't got a single reboot/power off. I also got a new display because there were some hot pixels on the lower right portion of the display.

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i start to believe that it may get too hot and then reboot, what do you think?

smatkovi ( 2014-07-29 10:03:59 +0300 )edit

1

Might be, but I still have zero reboots/power offs with the new battery.

jarnose ( 2014-07-29 22:30:35 +0300 )edit

I've had a battery replaced but still experience shutdowns every now and then. Since it was changed a few loops as well. Although noticeably less than before the switch.

narchie ( 2014-08-22 09:12:47 +0300 )edit

2

answered 2014-10-02 18:13:42 +0300

inte
3842 ●52 ●87 ●83

Hello,

I had the same issues some time ago, sometimes more, sometimes less. After a while I figured out that the rebooting issue was related to using a different charger, e.g. the N900 charger or a powerpack. These chargers have a higher amperage output which probably confuses the logic of the Jolla phone. I reverted to using the genuine Jolla charger exclusively and all my issues disappeared. I shared my experience on IRC to other users affected by the rebooting failure, and also for them the problem was solved after some recharging cycles. So,

IF YOU HAVE THIS ISSUE AND YOU'RE USING A DIFFERENT CHARGER THAN THE GENUINE JOLLA CHARGER, I STRONGLY RECOMMEND TO REVERT BACK TO THE JOLLA CHARGER!

Good luck.

Chris

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Thanks for your advice. But I use the original charger from the beginning and nevertheless my Jolla reboots every few days...

Daniel ( 2014-10-02 18:21:13 +0300 )edit

Every few days is certainly not the issue as described here. Mine was rebooting several times a day... Have your checked your btfs? Otherwise, make some space and rebalance your file system...

inte ( 2014-10-02 19:34:09 +0300 )edit

Oh, I think so. I don't know why, but until 2 or 3 weeks ago, it rebooted a few times a day. Since then, I only have reboots every few days - though it is the same usage profile. Yes, I checked it, but everything is fine. Hopefully your solution helps other users!

Daniel ( 2014-10-02 19:55:38 +0300 )edit

I was using a homemade charger ever since, never used the one included. The one i am using can churn out up to 4A. Especially on cheapies, the USB socket may be an issue as it signals on data lines how much current can be drawn. With cheapies, the contacts are so bad, the Jolla would not start a charge at all, while using the same cable on my homemade charger works alright. Reboot issues however where found to occur no matter what, so if it does play a role, it is a minor one imho. Try using a known good charger like the one included, which tested excellent on my bench with a decent cable(not the one included unfortunately) and see if it helps.

Shoppinguin ( 2015-09-11 13:03:20 +0300 )edit

2

answered 2015-11-11 12:58:08 +0300

SagaciousT
1399 ●31 ●42 ●44

Today, I had my first restart with 2.0.0.10. However, it was not a restart, it was a a kind of soft reset. I made a call and after about 10-15 seconds it was interrupted. I looked at the phone and it showed the charger symbol. Shortly after, I was prompted for my unlocking and PIN code. It was not a complete shutdown. Battery was on 37% and no other connections have been up or no other apps have been running. It is definitely a problem of increase power drain together with lower battery charging. I nearly never experienced a shutdown above 40%. And there have always been some actions involved that increased power drain briefly. I don't think that has anything to do with poor battery contacts.

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I second this experience. I have had similar experiences for a while, before 2.0.0.10 also.

Although, I have to say that adding a piece of paper to apply more pressure on the battery contacts have relieved me of the problem, for the most part.

I have one or two reboots a week now, versus six-seven a day before.

Last time I had a reboot I folded the paper piece over again, and it got better.

ringe ( 2015-11-11 15:02:38 +0300 )edit

I still have these shutdown problems, especially when the battery goes twoards 50%. Today, battery was at 6x% when I had a shutdown. Upon restart, it showed 2% and shut down immediately again. After removing the battery (pretty new replacement), it showed 62% again. The working power window is getting smaller and smaller. At first, it was enough to keep battery above 40%, then 50%, now 60%. It is definitely a power management issue. Too high power drain causes the phone to shut down. Maybe the drain measurement is wrong and the phone shuts down because it thinks there is too much drain or too less battery, but it isn't.

SagaciousT ( 2016-08-05 10:47:00 +0300 )edit

1

answered 2014-01-18 08:30:26 +0300

Pikku-Y
486 ●8 ●18 ●18

Im having the shutdown issues too. After that it does not restart automatically. Returning factory defaults fixes the issue for few days and after that it starts shutting down again. Not sure if that is some faulty production batch, since this shutting down is not so common issue and not attached to soecified operators. I will send my phone to warranty repairs.

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I clearly believe that s faulty device ... i ve asked for exchange or refund.

Khertan ( 2014-01-20 18:58:12 +0300 )edit

3

I don't think it's a hardware fault, since for me it's clearly location-related and only started with 1.0.2.5.

pycage ( 2014-01-20 20:00:42 +0300 )edit

1

I now have the same problem, it's very strange, it started last week. It ran smoothly on 1.0.2.5 since the update was available, but suddenly the problem started. It reboots lots of times. It may be the local cell network sucks, but it's in the area where I live, so I don't really have a choice.

nander ( 2014-01-23 11:23:11 +0300 )edit

5

Crappy cell network, or not, it should not make the phone shutdown. This bug needs to be hunted down and fixed ASAP. So far, I found that pulling the battery helps for at least 24h, so it might be related to something that gets reset by pulling battery.

pycage ( 2014-01-23 12:25:33 +0300 )edit

Happened to me a 2 or 3 times the last couple of days. Don't have a clue why it happend.

Neo ( 2014-01-23 14:19:03 +0300 )edit

1

answered 2014-01-23 11:02:40 +0300

Oibelos
11 ●3

updated 2014-01-30 10:19:05 +0300

I got the same problem. But I don't think that it's a hardware problem or a problem with the latest firmware.

It happend the fist time 3 days ago at night and since then every night, so the alarm in the morning isn't working. But I don't think the alarm is the problem, cause the first time it happend, I woke up before the alarm-time and the device was already shut down.

I don't think the hardware or the latest firmware is the problem, because it happend the first time 3 days ago and I got the device and the latest firmware longer than that.

Pressing the button short or long didn't wake up the device and didn't restart it. Removing the battery and starting the device works. One time, when I removed the back cover the device made the sound it makes when changing the other half, but it didn't wake up, I had to remove the battery.

The battery was always about half-full and no apps were opened.

The day before it happend for the first time I installed and used some new apps. Native: SailfishReboot, Webcat, Snooze Adjuster; Adroid: Aptoide, Osmand, Navfree, ES FileExplorer

Update 2014-01-30: It didn't happen again.

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1

answered 2014-01-23 23:41:46 +0300

kdl
996 ●14 ●18 ●21

Have had my phone shut down 9 times today. I am thinking it is a radio bug. Happens at specific places, regardless of system load/apps afaict.

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Had a another shutdown today in the specific area. But today, it managed to display the "charge battery" screen instead of shutting down. So I suspect all these shutdowns are the normal shutdown before battery runs empty ("SW shutdown request" in the boot log). But something must trigger them.

pycage ( 2014-01-27 19:34:17 +0300 )edit

If that would be the case, how come it restarts itself? The shut down sequence due to the lack of battery power should power off the device and not restart it.

tneo ( 2014-02-13 10:15:07 +0300 )edit

Restarts are a totally different issue, I believe.

pycage ( 2014-02-14 14:38:45 +0300 )edit

1

answered 2014-02-02 11:18:28 +0300

koivunej
11 ●1 ●2

Now with 1.0.3.8 firmware and a couple of almost full recharges I think that the battery life is now much longer (even though I had tohd disabled) and there has been no shutdowns. I still have automatic time updates disabled though.

Any other reactions to 1.0.3.8?

Anyone running with previously crashing locales with automatic time updates now updates?

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Naamankajärvi running since its release, i.e. for a couple of days now, and no random shutdowns observed so far. Given their random nature, it's hard to say if they've stopped completely. I restored automatic time updates. I also previously had tohd.service disabled; it's now re-enabled, in case it affects anything.

jsiren ( 2014-02-02 11:58:30 +0300 )edit

I never had shutdowns before, but the day after the 1.0.3.8 Update my phone crashed three times. Hasn't happened again since, but who knows.

Ozymandias ( 2014-02-02 13:50:33 +0300 )edit

I have started getting these random shutdowns about once a day since the 1.0.3.8 update.

sidde ( 2014-02-04 12:52:22 +0300 )edit

I updated to 1.0.3.8 two days ago. I had two random shut downs today. First time it shut down when someone was calling me. I could not answer the call. Then I turned the phone back on and it shut down again after 30 seconds. Than I pulled out the battery for 10 seconds and turned phone back on and for now it has not shut down.

PG ( 2014-02-04 21:08:51 +0300 )edit

1

I got random reboots about once a day after the 1.0.3.8. update. The difference is that in my case Jolla restarted after shutdown automatically. And last night it decided to start looping the boot infinitely, which has been reported by some others as well. Will try to get into the recovery mode to do factory reset today.

tajunta ( 2014-02-06 16:47:01 +0300 )edit

Jolla randomly shuts down

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