Jolla randomly shuts down

Question

566

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

Neo

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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Comments

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

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
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
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 ?
if yes, try to run CSD tool on your phone for discover any abnormal hardware malfunctionality before return your product for hardware repair
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
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

Answer 1

0

answered 2015-10-03 22:51:15 +0300

NuklearFart

1556 ●27 ●48 ●49

I had 4 restarts today, had several restarts a few days ago, did all erasing /pin tricks listed here but after today i'm really depressed. it rebooted 2 times when i got a call ans once during a call. the firsr reboot was this mornig and i had 6 apps running during night but flight mode enabled. i need a working phone!

all problems started after some update, think around 1.1.4 and never went well again

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Comments

Clean the battery contacts properly.

Go to an electronics shop and buy a contact cleaner. Spray on a q tip and clean both the battery pins and contact pins. Wait a few minutes and put the battery back in the phone.

ApB ( 2015-10-03 23:34:43 +0300 )edit

Answer 2

0

answered 2016-05-10 14:07:30 +0300

patjolla
15 ●3 ●3 ●8

I had a same problem and i fixed by putting the paper next to battery. Hopefully works! :)

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Answer 3

0

answered 2018-09-12 09:49:58 +0300

thesix
470 ●21 ●26 ●36

Good day to all,

Just two days ago one of our Jolla 1 devices started showing random reboots out of the blue. Mostly it happens while typing longer text messages (by longer I mean 80+ characters), but sometimes also while making a call. Up to then it has been in constant use without any problems at all.

The above mentioned method (take out battery, push pins etc.) did not fix it! That's why I am reopening this issue.

The device runs the current version of Sailfish OS (2.2.0.29). Battery Log shows the battery at ~200mA, 3990 mWh, 3815 mV and asserts a status of good.

I don't know how many people out there are still using the Jolla 1, but since the device was made to last it would be really nice to know why this is happening and even nicer to have a fix for the problem.

Cheers, j.

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Comments

@thesix: Consider contacting Jolla customer support at https://jolla.zendesk.com/hc/en-us/requests/new .

jovirkku ( 2018-09-13 11:56:53 +0300 )edit

Helpdesk is working on it. The suggested upgrade to 2.2.1 did not help :(

thesix ( 2018-09-15 18:13:28 +0300 )edit

1

Now we know the cause of the problem. After exchanging some messages with help desk (sending logs) I got the final answer:

Thanks for the message and log file. It seems that the device is rebooting because of btrfs. Unfortunately we don't fix btrfs related issues. Re-flashing or factory reset might help in this case.

Indeed the following can be found in last_kmesg

kernel BUG at fs/btrfs/extent-tree.c:5155!
Internal error: Oops - BUG: 0 [#1] PREEMPT SMP ARM
(...)
Kernel panic - not syncing: Fatal exception
FCPU1: stopping

I'll open a new question for this one.

Cheers, j.

thesix ( 2018-10-10 10:47:05 +0300 )edit

Answer 4

-2

answered 2014-01-21 22:50:50 +0300

ThomasF
1 ●3 ●4 ●5

Not a real solution, but it works for me.. reset the phone and do not update to the latest Software, i have not seen a singe shutdown for 4 days now.

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Comments

This could be evidence for being a bug introduced with 1.0.2.5.

pycage ( 2014-01-23 12:27:59 +0300 )edit

I also had shut downs only with 1.0.2.5, but I did not reset the phone and had no shutdowns for more than a week now with 1.0.2.5. It seems to be VERY random. I still think, it's a problem of excessive power drain.

SagaciousT ( 2014-01-23 12:50:02 +0300 )edit

2

I found a post on a Finish forum where someone tried resetting the phone, and keeping version 1.0.0.5. According to him, the phone shuts down regardless of the os version installed. Source: http://foorumi.jollasuomi.fi/index.php/topic,240.msg2345.html#msg2345

plipp ( 2014-01-23 12:55:09 +0300 )edit

I haven't found any evidence yet for a power drain relation. In this case I'd expect the Jolla at least to flash a short low battery warning before dying. It dies with >90% of battery, too.

pycage ( 2014-01-23 20:02:43 +0300 )edit

2

I had a low battery warning one or two times while the battery was still at 60+%. Another day, I had a few shutdowns with about 50% battery and 4% directly after the shutdowns. I was trying to make a photo and the phone shut down twice before I was able to make the photos. I had a longer talk on the phone 20 minutes before this.

SagaciousT ( 2014-01-23 20:27:19 +0300 )edit

Answer 5

-3

answered 2014-01-21 21:47:52 +0300

fAzu
1 ●1 ●2

updated 2014-01-22 01:04:50 +0300

So I'm collecting here suggested answers/fixes so that we can start commenting on these and see whether or not they actually work. There are currently a lot of plausible causes for this kind of behavior and there for probably a lot of different possibilities to fix it.

Symptoms: Phone shuts down randomly (without accidentally pressing power key) while virtually in any situation.

Plausible fixes (Not in any order):

Turn off automatic time updates
After shutting down, remove battery temporarely for a significant time period (>10 seconds) and restart
Remove the factory installed protective cover for touch screen (No, I'm not kidding. Has worked for somebody)
Change the back cover you are currently using (mostly Jolla preorder customers)
Try working without the back cover (Not recommended because the phone is left unprotected) OR disable the NFC reader using terminal
Do a complete factory reset (NOT GUARANTEED TO WORK)

As said these are suggested answers/fixes. It might well be that none of these will work for you. In any case, post a comment if they do/don't work or to suggest yet another fix for the symptom described in this post.

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Comments

3

I don't think one of the suggested answers helps. If you do one of these "solutions" and your phone doesn't shut down for a while, it's only a coincidence without a dependence. I haven't changed anything and had no shut downs for more than a week. But they might come back one time. I still think it's a power drain problem.

SagaciousT ( 2014-01-23 11:40:02 +0300 )edit

1

Well doing mostly the battery removal and removing the protective plastic sheet last week my random shutdowns completely vanished. I don't want to try any of the other possible solutions yet, because I want to see if it's truly working now.

fAzu ( 2014-01-23 23:02:51 +0300 )edit

4

I put a piece of paper between the battery and the case+toh, made the batteryconnection firmer or something...not a single reboot or shuydown after that

Rouxinol ( 2014-03-19 08:44:27 +0300 )edit

I've tried the paper trick, the battery trick and now it's two weeks until my vacation :( Planning to buy a cheap Android phone as a vacation phone until this is fixed.

Wizah ( 2014-07-21 16:08:57 +0300 )edit

2

I'm starting to believe that this jolla phone, for 399 euros is not a developer device but an hardware in pre-alfa release... and WE are testers instead of customers... very very disapponted...

I can undestrand the OS bugs o improvement.. but EVERY CHINESE ANDROID DEVICE does not have these problems... ant its cost is 60 euros...

pizzulicchio ( 2014-08-22 00:46:43 +0300 )edit

Jolla randomly shuts down

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