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

0

answered 2014-07-21 23:42:13 +0300

Neo

30712 ●180 ●234 ●229

updated 2014-11-02 01:03:18 +0300

After update 1.0.8.19. I had two or three shutdowns in two days. Decided to take the paper out to see what will happen. Already three days without shutdowns.

The folded paper trick did it for me until the 1.0.7.16 update. After that update a few shutdowns again, tried also with taking the paper out, but that day I had many shutdowns so I put a new paper back and no shutdowns afterwards.

Did anyone else try to take the paper out after 1.0.8.19.?

Edit 1.8.14.: The three days without shutdowns were just lucky days. Happening again once daily or once in two days. Putting the paper back again, but it looks to me that my Jolla will be sent for repair some time soon.

Edit 10.8.14.:Removed the paper again and tried something new: https://together.jolla.com/question/7144/jolla-randomly-shuts-down-10819/#post-id-52658. Four days without shutdowns, it looks promising.

Edit 1.11.14.:After sending my Jolla for repair (they installed the battery cushion and cleaned the connectors), I had a period of 37 days without reboots and shutdowns. Until today... So sad... And one more thing: after that sudden reboot all my folders were gone! (see https://together.jolla.com/question/48129/bug-folders-missing-after-crash/).

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I had the paper long time ago... But before updating to 1.0.8.19 I didn't had it any more. After updating I had also a few shutdowns, but since a week no more shutdowns.

torcida ( 2014-07-22 12:43:07 +0300 )edit

The three days without shutdowns were just lucky days. Happening again once daily or once in two days. Putting the paper back again, but it looks to me that my Jolla will be sent for repair some time soon.

Neo ( 2014-08-01 11:57:07 +0300 )edit

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answered 2014-07-15 21:23:09 +0300

maurice_moss

1 ●2 ●4 ●3

Since update 1.0.7.16 I'm having the shutdown problems (20-30 in one day, related to energy consumption e.g. opening camera application, bad reception). Unfortunately the latest update 1.0.8.19 didn't change anything, please solve this issue immediately! I can barely use my Jolla!

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4

answered 2014-07-12 17:05:19 +0300

ruga
1848 ●15 ●26 ●22

Update 07-07-2014: Still on 1.0.7.16, and still frequent shutdowns. To me it looks like this only happens with low battery (under 50%). This has to be solved asap!

Perfectly agree on that. VERY annoying

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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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0

answered 2014-07-09 19:39:43 +0300

SaimenSays

6943 ●92 ●146 ●141

No reboots for a few days now. I have done following:

Get conman update.
Disabled 4G (Because my provider only supports 7.2Mbit, Jolla disables mobile data completely and then I need to reboot).
Checking htop every few hours or when I remember device gets warm. Mitäkuuluu some times takes 100%. Then it heats up and causes reset by overheating in the end.

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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

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answered 2014-06-26 10:28:05 +0300

Sami
1 ●1

My shutdown problem solved when I kept phone without battery at least 12 hours. You should try that.

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answered 2014-06-19 11:45:31 +0300

SagaciousT
1399 ●31 ●42 ●44

updated 2014-06-19 11:48:04 +0300

The paper trick ist technical homeopathy. It only helps until the next shutdown. I have no problems as long as I keep the battery on a level above 40%. The shutdowns occur with high temporary power drain and low battery level. The release notes of the latest release indicate the same:

Fixed shutdowns because of invalid overheating reports
Fixed two kernel null pointer errors that cause device to reboot
Device stability improved by making it less sensitive to sudden power consumption peaks

However, Sailfish 1.0.7.16 has still problems regarding this issue. But I'm confident since the guys know where the bug hides.

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answered 2014-05-31 14:54:46 +0300

drummer12
5072 ●30 ●55 ●71

https://together.jolla.co...

Sadly in my case it doesn't help at all folding a paper at the bottom of the battery, maybe something with the software?

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in my case i could reproduce the problem when i took off toh and held the jolla between two fingers by its longest flanks. then, when i touch gently the back of the jolla with one finger between simcard holder and battery, it would always shut down. every single time. maybe try doing that? my jolla is currently back in finland... hopefully they can fix it

mlatu ( 2014-06-03 10:33:16 +0300 )edit

Sadly after the latest update to 1.0.7.16 I am also now experiencing the random reboots. Can happen any time, any app, any level of battery. Taking the battery out and then replacing it does seem to help at least for a while. Also the battery is that tight in the case that I cant wedge in even a thin piece of paper.

sugnea ( 2014-06-17 18:44:59 +0300 )edit

I thought my battery is fitting very tightly as well, but if you take it out, slip in a paper first and then click in the battery, it'll fit. I only did this a short while back so I don't yet know if it actually helps. But it seems to have worked for quite a few people. I also cleaned the contacts with a rubber for a good measure...

mornfall ( 2014-08-05 01:46:52 +0300 )edit

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answered 2014-05-19 13:12:12 +0300

egnat69

1228 ●17 ●21 ●27

the important thing: the folded paper really solved it...

i've been experiencing the shutdown bug now and then, but 10 days ago it acutally got worse, hit me 3-4 times a day... i neglected the paper-trick due to the fact, that i thought no phone would have this issues after the old days of nokia... although, i realized that it had to be something with the battery connection... all the symptoms pointed in the direction of a very short loss of power as the source for the shutdown and/or reboot...

i just gave it a shot, folded a small paper, put it in and - perfect... no issues since...

i also had the feeling that the shutdowns were related to some sort of task but it really seems like it all was coincidence...

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