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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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

0

answered 2014-11-12 21:40:41 +0300

stuaxo
21 ●1 ●5

Have to wonder if it is some bad ram... sometimes when it's booting up it will take about 5 - 15 attempts at booting (getting to different places each time). Then there is a fairly good chance that opening any app will crash it at some point.

Address-space-randomisation + some bad ram somewhere could cause this, not sure how to test the hypothesis though?

Will try an eraser on the battery, have been having this bug for about 10 months, phone is incredibly unreliable.

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1

answered 2014-10-02 23:26:33 +0300

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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Comments

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 +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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Comments

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

3

answered 2014-09-25 16:12:58 +0300

Leinad
1566 ●16 ●26 ●29

to me, it seems like this problem is caused by corrosion of the battery contacts: it was no problem in the beginning, but increased over time, the "paper trick" worked for a few weeks, but over time, i had to add more and more paper to avoid reboots / shutdowns and in the end, paper did not help anymore.

so in order to prevent corrosion, i sprayed some (very little) WD-40 on a Q-Tip and cleaned the battery contacts with it. this is about 6 weeks ago and i had no reboot ever since, even without paper under the battery. maybe i will have to repeat this once or twice a year, but i can live with that...

i'm no electrician or something like that, so i don't know, if this is a really good idea, i only know, it worked for me... maybe someone with more experience in electrical engineering can tell his / her opinion?

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1

Thanks for your input. Could be that you are right. When I sent my phone to Jolla, they said that they would have "cleaned the battery contacts". Furthermore they put a piece of plastic in the battery holder which pushes the battery up. For about 3months I had no reboots anymore. Once I had them again (and weird battery level drops) I additionally put a paper strip in there - no reboots anymore (for now).

So my observation confirms what you wrote above.

molan ( 2014-09-25 17:39:51 +0300 )edit

0

answered 2014-08-21 13:05:34 +0300

Richie Cotton
808 ●20 ●28 ●33

updated 2014-08-21 13:06:26 +0300

I had this problem recently. My Jolla kept randomly rebooting, and when I turned it off and on again on purpose it would take half a dozen attempts to get as far as the login prompt.

After removing the back cover I discovered that the SD card was half out of its slot, and making incorrect contacts. After I replaced the card properly, the problem stopped.

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0

answered 2014-08-17 16:38:29 +0300

The 1 And Only
116 ●3 ●4 ●11

I had the same problem until a few weeks ago, I got really tired of it and I thought it might be a hardware problem. so I folded a piece of paper twice, then i put in the bottom of the battery so it pushed the connectors together, and it haven't rebooted or shutdown since then.

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28

answered 2014-08-04 15:39:23 +0300

JuhaP
678 ●7 ●11 ●16

Hi all, I had the same problem - random reboots, sometimes multiple times in a row. Haven't had issues for weeks now. My trick was simple: take a regular pencil eraser and rub all contact areas, both on battery and phone side. Possibly oxidization, which results in bad connectivity and additional resistance on contacts. Add ambient heat and weak network connection (more transmit power is required), and the phone sort of chokes. You may want to try this first instead of the "paper under battery" fix.

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Comments

Thank you! This works well for me, two days without problems. Finally I can take away my paper, that has helped me quite a while. Now my phone is faster and smoother, even battery life is better and more stable.

PS I'm linking to this response from my reply "the paper trik"

vicsjo ( 2014-08-08 10:48:35 +0300 )edit

Took away the paper and tried this: today is the fourth day without shutdowns.

Neo ( 2014-08-10 21:01:02 +0300 )edit

I did clean the contacts 2 days ago, but keeping the paper. Still no reboots. Will report.

zlatko ( 2014-08-10 21:09:39 +0300 )edit

I have had a stable phone (one reboot in two months) with paper trick. I will try to take it off now and see if just the cleaning is enough.

miqu ( 2014-08-13 12:26:33 +0300 )edit

10 days without shutdowns and reboots.

Neo ( 2014-08-17 16:09:16 +0300 )edit

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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Comments

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 2014-07-22 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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0

answered 2014-07-22 13:32:12 +0300

Makeclick
808 ●16 ●25 ●30

I use 1.0.8.19 and no shutdowns. I have only the paper trick. I did have shutdown problem with previous version. Reboot problem is long gone for me. Very happy!

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