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

3

answered 2014-01-03 09:01:44 +0300

teun

9681 ●64 ●88 ●90

okay well the complete reset did the job. back to factory settings it was for me, after that update to latest firmware.. no issues anymore

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4

Reopened because of reports of factory settings not resolving the problem, and because the root cause is yet to be determined.

jsiren ( 2014-01-09 17:29:21 +0300 )edit

I have a feeling that in my case it's cell tower related. It only happens in a certain area with 2G network traffic going on.

pycage ( 2014-01-09 19:40:43 +0300 )edit

Whereas I have seen this happen all over with no apparent relation to traffic.

jsiren ( 2014-01-09 23:07:56 +0300 )edit

@pycage living in Paris ?

Ok that s happen to my device also, specially in Paris. When i m in the metro or in a train, device start to displaying Network Error notification in loop, begin to lag, didn't respond,then reboot is only option.

I ve activated persistent option in journal, as after reboot logs vanished. And as i leave Paris since i ve done that, i didn't got any problem. So i ll wait next week when i return to Paris to see if i got it again and capture some logs.

Regards

Khertan ( 2014-01-10 13:12:34 +0300 )edit

2

I' ve had similiar "lag" problems when the phone was saying: 'network error". It keeps trying to connect and this will make the phone unuseable.

BonoNL ( 2014-01-10 13:35:41 +0300 )edit

9

answered 2014-01-14 19:27:22 +0300

pycage
2325 ●27 ●36 ●49

updated 2014-01-20 19:58:53 +0300

Not really an answer (yet), but I think I've nailed it down to timed.

My assumption is that some cell towers give invalid time information which confuses timed so much that it triggers some panic reaction (maybe [I'm just making this up, but it sounds plausible] something like "oh! phone ran for 300 years, battery must be empty, shut down quick!"). 3G cell towers seem to be better in this way, so we mostly only see this in conjunction with a 2G connection.

I found the shutdowns to stop when I disabled "automatic updates" in Settings -> Date & Time.

EDIT: This did not turn out to prevent the shutdowns. Let's collect and compare some other facts to see if we can find a common pattern.

Yesterday (when I did not have the shutdowns while in the evil area), the last pulling of battery was less than 24h ago. Today (when it did shutdown again), the last pulling of battery was ca. 48h ago. Yesterday battery level was above 70%, today it was between 60% and 70%.

EDIT (a few days later): Every time I removed the battery for some seconds from the device less than 24h ago, the phone got stable through the evil area for me so far. Could this be related? I'm keeping an eye on the behavior with pulling battery an without.

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Since many people have a nearly constant internet connection, might a periodic ntp sync be a viable alternative?

jsiren ( 2014-01-14 20:24:30 +0300 )edit

I disabled "automatic updates" yesterday and I have had a reboot again. So this doesn't solve it or probably there is more than one cause for the shutdowns.

Eismann ( 2014-01-15 14:57:21 +0300 )edit

I had the same today as well. So this is not the culprit.

pycage ( 2014-01-15 19:15:50 +0300 )edit

Maybe worth mentioning: I pass the evil area twice a day. In the morning and in the afternoon. It never had these shutdowns in the morning.

pycage ( 2014-01-16 16:13:13 +0300 )edit

I disabled automatic time updates, and so far no problems, except today the phone decided to close all the running applications (eight or so) while I was doing something. Not a full reboot, though.

jsiren ( 2014-01-16 22:40:42 +0300 )edit

1

answered 2014-01-18 08:30:26 +0300

Pikku-Y
486 ●8 ●18 ●18

Im having the shutdown issues too. After that it does not restart automatically. Returning factory defaults fixes the issue for few days and after that it starts shutting down again. Not sure if that is some faulty production batch, since this shutting down is not so common issue and not attached to soecified operators. I will send my phone to warranty repairs.

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I clearly believe that s faulty device ... i ve asked for exchange or refund.

Khertan ( 2014-01-20 18:58:12 +0300 )edit

3

I don't think it's a hardware fault, since for me it's clearly location-related and only started with 1.0.2.5.

pycage ( 2014-01-20 20:00:42 +0300 )edit

1

I now have the same problem, it's very strange, it started last week. It ran smoothly on 1.0.2.5 since the update was available, but suddenly the problem started. It reboots lots of times. It may be the local cell network sucks, but it's in the area where I live, so I don't really have a choice.

nander ( 2014-01-23 11:23:11 +0300 )edit

5

Crappy cell network, or not, it should not make the phone shutdown. This bug needs to be hunted down and fixed ASAP. So far, I found that pulling the battery helps for at least 24h, so it might be related to something that gets reset by pulling battery.

pycage ( 2014-01-23 12:25:33 +0300 )edit

Happened to me a 2 or 3 times the last couple of days. Don't have a clue why it happend.

Neo ( 2014-01-23 14:19:03 +0300 )edit

-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

-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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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

1

answered 2014-01-23 11:02:40 +0300

Oibelos
11 ●3

updated 2014-01-30 10:19:05 +0300

I got the same problem. But I don't think that it's a hardware problem or a problem with the latest firmware.

It happend the fist time 3 days ago at night and since then every night, so the alarm in the morning isn't working. But I don't think the alarm is the problem, cause the first time it happend, I woke up before the alarm-time and the device was already shut down.

I don't think the hardware or the latest firmware is the problem, because it happend the first time 3 days ago and I got the device and the latest firmware longer than that.

Pressing the button short or long didn't wake up the device and didn't restart it. Removing the battery and starting the device works. One time, when I removed the back cover the device made the sound it makes when changing the other half, but it didn't wake up, I had to remove the battery.

The battery was always about half-full and no apps were opened.

The day before it happend for the first time I installed and used some new apps. Native: SailfishReboot, Webcat, Snooze Adjuster; Adroid: Aptoide, Osmand, Navfree, ES FileExplorer

Update 2014-01-30: It didn't happen again.

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9

answered 2014-01-23 20:10:27 +0300

pycage
2325 ●27 ●36 ●49

updated 2014-01-27 19:42:21 +0300

I'll try to collect a few patterns. Please comment if you observe anything not matching these patterns.

Random shutdown of the phone means that all of a sudden the screen goes black and the phone is off. You can hold the power button to normally switch it on, again, but it may soon die again, if you're unlucky.

Observed facts:

Cell-tower related. This happens only in certain areas, but happens pretty often then.
Battery level doesn't matter. It happens with >90% of battery, too.
It was only observed since OS 1.0.2.5.
Pulling the battery helps for some time (depending on whether automatic time updates are enabled or not).
Can die again after 32 hours (anything shorter observed?) after pulling the battery, if automatic time updates are off.
Can die again after 1 hour (anything shorter observed?) after pulling the battery, if automatic time updates are on.
Saw the "charge battery" screen once before shutdown. So it appears to be battery- AND cell-tower-related. Division by 0, triggered by a mobile connection, in some power consumption calculation for checking battery life..? Just guessing.

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3

> Can die again after 1 hour (anything shorter observed?) after pulling the battery, if automatic time updates are on.

Less than 2 minutes I got the case just after a reset and pulling battery in the first page of tutorial app.

Khertan ( 2014-01-24 09:20:23 +0300 )edit

1

Can die again after 32 hours (anything shorter observed?) after pulling the battery, if automatic time updates are off. Got reset after less than half an hour

Khertan ( 2014-01-24 09:20:59 +0300 )edit

Pulling the battery didn't change anything for me. After last shutdown I received a system update notification, even if I updated to latest release several weeks ago. I installed the update as requested and since then (2 days ago) I didn't notice any other shutdown.

Patrizio Bruno ( 2014-01-24 22:51:42 +0300 )edit

I have observed this also with OS versions before 1.0.2.5.

Simom ( 2014-01-26 10:56:05 +0300 )edit

1

Today I had this issue for the first time, it was in an area with low network coverage (2G) and happened when the phone tried to etablish a data connection (email in my case). And it died a few seconds after a restart again (guess because it tried to update twitter/mails/...)

steffenl ( 2014-01-26 18:59:08 +0300 )edit

1

answered 2014-01-23 23:41:46 +0300

kdl
996 ●14 ●18 ●21

Have had my phone shut down 9 times today. I am thinking it is a radio bug. Happens at specific places, regardless of system load/apps afaict.

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Had a another shutdown today in the specific area. But today, it managed to display the "charge battery" screen instead of shutting down. So I suspect all these shutdowns are the normal shutdown before battery runs empty ("SW shutdown request" in the boot log). But something must trigger them.

pycage ( 2014-01-27 19:34:17 +0300 )edit

If that would be the case, how come it restarts itself? The shut down sequence due to the lack of battery power should power off the device and not restart it.

tneo ( 2014-02-13 10:15:07 +0300 )edit

Restarts are a totally different issue, I believe.

pycage ( 2014-02-14 14:38:45 +0300 )edit

12

answered 2014-01-25 22:43:36 +0300

hyster-x
121 ●1 ●1 ●2

Same problem here. I changed the battery now it works fine.

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Where did you buy the battery?

predator ( 2014-02-06 12:20:42 +0300 )edit

1

I took the phone to service and they changed the battery. Got the phone back today so I don't know yet if it fixed the problem.

lassizci ( 2014-02-11 13:50:05 +0300 )edit

Yep, changing the battery definitely helped for me, too. I swapped battery with my other Jolla about three weeks ago and not a single random shutdown since.

pycage ( 2014-02-11 19:40:53 +0300 )edit

I wonder if this is a hardware battery problem (since replacing the battery appears to fix it), or if it can be fixed by adjusting the software, too?

pycage ( 2014-02-11 19:43:01 +0300 )edit

I have two Jolla

hyster-x ( 2014-02-12 21:34:35 +0300 )edit

0

answered 2014-01-26 22:38:09 +0300

vicsjo
1533 ●6 ●11 ●15

updated 2014-03-30 21:13:18 +0300

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 +0300 )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 +0300 )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 +0300 )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 +0300 )edit

Jolla randomly shuts down

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