# Jolla randomly shuts down

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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.

( 2013-12-30 22:13:32 +0200 )edit
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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.

( 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?

( 2013-12-30 22:16:30 +0200 )edit
1. 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/
( 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.

( 2013-12-31 10:18:51 +0200 )edit

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

( 2018-09-13 11:56:53 +0200 )edit

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

( 2018-09-15 18:13:28 +0200 )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.

( 2018-10-10 10:47:05 +0200 )edit

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.

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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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

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

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

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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.

( 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..

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

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.

( 2015-11-11 15:02:38 +0200 )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.

( 2016-08-05 10:47:00 +0200 )edit

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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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.

( 2015-10-03 23:34:43 +0200 )edit

# One Possible Reason for random Shut-downs of the Jolla Phone

Ok, as I had exactly the same issue, my phone Shut-down 2-3 times a day without any Reason, it seams. Than I recognised that it does that always in my Pocket with other stuff in there. ###So it seams like the issue is in my case about the power button which is pressed by different Items in my Pocket. Even so it seams pretty stupid but that was the reason in my case. So it could help to put the Jolla the other way around in to the pocket or don't put to many Items else in there.

Still this is a construction problem never before experience this issue with another phone.

But still I love my Jolla (especially the OS!;) and I use it every day!

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I had the same problem, took out the battery, looked at where the spring of the phone's casing pushes the battery towards the contacts and saw a dent in the battery. My guess is that the spring has a very (too) short range of action and that therefore the dent causes reduced pressure on the contacts, leading to the reported reboots at increased current consumption.
That's probably why 'moving the contacts in and out for 10-15 times', or 'cleaning the contacts' seem to work.
But the best option imho is to restore the spring's action by putting a piece of paper, plastic or tape where the spring is pushing against the battery, in order to restore the pressure on the contacts to a value that it is designed for.
This clearly is a design failure imnsho.

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I found one way to reproduce this defently (but this might not be the cause to this specific problem).

I have an Charger in the care with an defect charging cable. This Cable works but somehow its awesomely slow. My old Android often complained that its unloading faster than its loading.

i found out that this was due to an loose contact.

Now the interesting, as soon i moved the cable and so caused power fluctuating all other phones taken that without problem.

In that moment, the jolla, always restarts.

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