Jolla randomly shuts down

asked 2013-12-30 22:04:14 +0200

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

updated 2015-05-20 01:45:14 +0200

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 +0200 )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 +0200 )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 +0200 )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 +0200 )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 +0200 )edit

1

answered 2014-02-14 23:01:37 +0200

torcida

1601 ●41 ●54 ●61

What I had a few times is that I had to enter my PIN-code after unlocking - looked like it shoot down before. But the most strange thing in this case was that I still had open apps.

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I experienced this yesterday also.

joona ( 2014-02-15 08:13:48 +0200 )edit

1

answered 2014-02-25 13:53:25 +0200

Painkiller
181 ●3 ●6 ●7

updated 2014-02-25 13:58:52 +0200

I'm having the same issue sometimes my Jolla shutsdown or reboots. It will keep doing it a lot and only solution is to remove the battery and install it back. After that I can go weeks without restart, but sometimes only few days. At first I taught it was related to a bad connection to the battery, but I can't reproduce this problem by rocking the battery with my finger, so it must be something else.

Another possibility could be related wi-fi or gsm transmit (I hope not). I remember having a intel motherboard once that bluescreened when my GSM modem started to transmit. This could propably be solved if one could select manually which GSM frequency to use to see if it fails at one of those frequencies. That would explain the randomnes and place related shutdowns/reboots of the devices.

Edit: Just got a call and my Jolla shutdown before I could answer :( Battery level is 93%, Reception was bad and on 2G.

Edit 2: Tried to call back and again my Jolla shutdown... Time to remove battery and reinstall :(

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1

answered 2014-03-25 11:17:29 +0200

Painkiller
181 ●3 ●6 ●7

So I got my Jolla back from repairs and all they had done was a software"update". Honestly don't know what they were updating as I had done factory reset and already updated to 1.0.4.20 (the same version it came back with). Oh well lets see how long until next reboot or shutdown. Maybe there is some black magic in their version of the Ohijärvi update...

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How does your phone work since you got it back?

molan ( 2014-03-29 00:54:28 +0200 )edit

Well today I got my first reboot during a phone call. Right after that my clock was days behind and my battery level had suddenly dropped from 70% to 7% and has remained there for the past hour. Again this happen in area where I have bad reception.

Painkiller ( 2014-04-01 14:06:50 +0200 )edit

and another reboot. Time to call service again...

Painkiller ( 2014-04-01 14:09:51 +0200 )edit

1

answered 2014-10-02 23:26:33 +0200

Kurossa

591 ●19 ●26 ●30

Hi, I would like to share my experience. I had exactly same problem with my Jolla since 3rd update. It seems that this issue has many sources. Some of them were solved by updates. Due to other issue I send my Jolla to care. After it came back, seems that problem disappears. But NO, after some time, till this update I have experienced random reboots.

So I read, read and read millions of web pages. And one sound reasonable, to put slice of paper under battery. And it worked for some time! So I think what this paper does? It only push battery so contact is better to phone and 'voila' this is it. It helped for some time, but even with this paper it starts to reboot and reboot .. . I was fed up.

So I came up with this idea. There is special liquid for electronics that fix old electronic contacts, like switches etc. So as I had one at home I tried to use it on battery first, than I put on hand towel some of it and clean it contacts on phone side, wait a moment and clean it up.

AND IT WORKED! Since 2 months no reboots, even without paper slice under battery. This gives me only conclusion, that this is HW issue and battery contacts has poor quality and they should be changed by company (at least those Jolla's that still this problem exists) not every one has to be expert in electronics :)

This is this liquid product I used: http://images.sklepy24.pl/89113202/6890/medium/spray-kontakt-s-preparat-do-czyszczenia-stykow-60-ml.jpg

But I think there are many others that does the same.

Cheers!

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1

yes, this is pretty much the same experience i made: https://together.jolla.com/question/7144/jolla-randomly-shuts-down-10819/?answer=56857#post-id-56857

if you don't have that special spray, WD-40 or some similar product has the same effect

Leinad ( 2014-10-03 10:46:09 +0200 )edit

1

answered 2015-03-07 19:38:38 +0200

shortyx42
11 ●1 ●1

Since update to 1.1.2.16 (is it right?) I have trouble with stability of the phone!

Reboot/Shutdown/Switch off/ Claim, that batteriy is empty while it says 56% or so. Cannot say exactly when. But last was starting Camera while listening to music, not reproduceable.

One thing: Andropit will not start at all (reinstalled, nope)

But I think, it is since the last update.

Can anybody help?

Please fix it.

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I seem to have the same problem since latest update 1.1.0.16. Sudden reboots, happens sometimes if I'm talking in phone with speaker and try to work with other apps. Might there be voltage/power issue when load is high?

pfbach ( 2015-03-10 22:15:36 +0200 )edit

1

answered 2015-12-27 15:56:36 +0200

palikao

4258 ●55 ●85 ●75

I don't think it is related to battery at all.. My random reboots happen when Android layer overloads my Jolla Phone..

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1

It's definitely a battery problem: after switching to the HTC D310 battery which is mentioned elsewhere in this forum I have no reboots at all, even without the paper-/plastic cheat.

Jolkas ( 2015-12-27 17:17:40 +0200 )edit

Well.. But my battery is new and very very very compressed in its space.. no need for paper or plastc cheats.. Reboots happen when an Android app overloads the phone..

palikao ( 2015-12-27 17:30:26 +0200 )edit

1

answered 2016-11-02 16:46:40 +0200

Vivien

2027 ●38 ●54 ●58

updated 2016-11-02 16:47:56 +0200

For me it is even worse since the last update (2.0.4). Indeed, when the network is not perfect, The Jolla will always shut down when I call someone. Note that I use the small paper trick (and it used to work).

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for me helped the trick with pushimg back contacts

pawel ( 2016-11-02 22:19:00 +0200 )edit

1

answered 2016-11-20 04:53:04 +0200

DarkTuring

6918 ●221 ●320 ●327

https://DAB.com/

Having soft reboots randomely too. See attached systemlog tracking start up sequences and shut downs, some are for unknow reasons. The reason i know is that homescreen is empty all apps have closed.

systemboot.log

Turing Dark Wyvern Phone, plugged in, On Wifi, On Mobile data, usually ~6 or so apps open, and three apps running with background refresh, Alien Dalbik enabled and Sailfish OS 2.0.4.14.

Here are a couple extracts:

20161116_215728 Shutdown: Reason Unknown 20161116_215730 Startup: dsme daemon restarted, not real system startup

20161116_230258 Startup: dsme daemon restarted, not real system startup 20161116_230258 Received: dsme internal state USER 20161117_002913 Shutdown: Reason Unknown 20161117_002914 Startup: dsme daemon restarted, not real system startup 20161117_002914 Received: dsme internal state USER 20161117_012012 Received: battery empty 20161117_012020 Received: dsme internal state SHUTDOWN 20161117_012027 Shutdown: Battery empty

The battery empty make sense the other shutdowns dont.

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0

answered 2014-01-26 22:38:09 +0200

vicsjo
1533 ●6 ●11 ●15

updated 2014-03-30 21:13:18 +0200

This worked for me:

Consume all the battery power until the phone turns off.
Charge your phone for 8 hours without starting it.
Starting up the phone with the charger in
Unplug the charger

Two days now and no shutdown.

Update: This was only a temporary fix, this issue resurface and got worse.

Now I have a new solution, I vent from 5-10 restarts a day to zero in two days! https://together.jolla.com/question/7144/jolla-randomly-shuts-down/?answer=36965#post-id-36965

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Tried this procedure before, worked for a day or so. Got a bootloop last week because of this issue and had to send it in. I really hope this issue is taken seriously because it is really annoying. It has definitely something to do with bad reception.

Skullb ( 2014-01-27 18:06:34 +0200 )edit

Yep, my phone shuts down again. It usually happens me when it's around 60% power remaining in the battery.

vicsjo ( 2014-01-27 18:38:50 +0200 )edit

Yep, and I never had the phone shutdown with >90% battery power remaining. It survives every time I pass the evil area in the morning. The shutdown only happens in the afternoon in that area.

pycage ( 2014-01-27 19:36:20 +0200 )edit

I have a problem when the evil area is my home.But there are other places as well. Right at this moment I do not get off my phone at all. Jolla logo shows for a while but then shuts the phone down again.

vicsjo ( 2014-01-27 21:54:11 +0200 )edit

0

answered 2014-01-27 01:44:07 +0200

diefans
1 ●2

updated 2014-01-27 01:46:03 +0200

I experienced the same issue while on Lanzarote in a cave and nearly every time when there was no network or only 2G available. But the problem definitely started when I was the first time without network (btw. Lanzarote is a great place for testing this issue ;)

When I was beneath earth, I was hardly able to start my phone and take pictures, since it was constantly shutting down. This also happend when I was running the phone without activating the sim card.

When I was back on the surface only taking out the batteries solved my jolla from further crashing...

Back in Germany I never ever got similar shutdowns again...

So my guess is, that the software has a problem with no or poor 2G-network available.

PS: I was not running tohd, since there were comments, that it is sucking battery...

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