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

2

answered 2014-02-22 14:40:18 +0300

CLR64
1019 ●14 ●27 ●35

If Jolla fixed the bug why didn't we get an update here or did I miss it? My phone is totally unusable since a some weeks. I often get many reboots/shut downs in a row. Already contacted care - no response yet.

Many wrote it seems to have something to do with time information and I guess this can highly be true because I often get the plug-in-cable symbol before it shuts down.

It could be helpful if you guys post which provider you have. I'm at vodafone germany. Unluckily vodafone doesn't use date/time updates over the net. Because of this I had problems with many phones. I never had the correct time over more then a week on them. Could this be the reason now for those big Jolla problems?

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I don't see why you posted this as an answer. In Norway, my N900 was constantly off by 2 minutes on some providers. I learned that it was because of a misinterpretation of the protocol. Don't know any more details.

martinrusler ( 2014-02-22 14:52:26 +0300 )edit

This is definitely no time problem. It's a power management problem.I also have Vodafone Germany and no problems anymore.

SagaciousT ( 2014-02-22 15:12:41 +0300 )edit

@SagaciousT So what update or fix have you got, that we don't? Did the problem solve itself?

martinrusler ( 2014-02-22 15:26:01 +0300 )edit

2

@SagaciousT

Quoting pycage:

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.

Then it would be a timing issue leading to a power management one.

CLR64 ( 2014-02-22 15:51:49 +0300 )edit

Just wanted to chip in, that after many reboots and PIN inputs I notice that the time is off before it autocorrects.I'm not sure this happens every time, but it's quite consistent.

kultsinuppeli ( 2014-04-05 11:05:08 +0300 )edit

1

answered 2014-02-25 13:53:25 +0300

Painkiller
181 ●3 ●6 ●7

updated 2014-02-25 13:58:52 +0300

I'm having the same issue sometimes my Jolla shutsdown or reboots. It will keep doing it a lot and only solution is to remove the battery and install it back. After that I can go weeks without restart, but sometimes only few days. At first I taught it was related to a bad connection to the battery, but I can't reproduce this problem by rocking the battery with my finger, so it must be something else.

Another possibility could be related wi-fi or gsm transmit (I hope not). I remember having a intel motherboard once that bluescreened when my GSM modem started to transmit. This could propably be solved if one could select manually which GSM frequency to use to see if it fails at one of those frequencies. That would explain the randomnes and place related shutdowns/reboots of the devices.

Edit: Just got a call and my Jolla shutdown before I could answer :( Battery level is 93%, Reception was bad and on 2G.

Edit 2: Tried to call back and again my Jolla shutdown... Time to remove battery and reinstall :(

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21

answered 2014-03-18 15:25:43 +0300

kultsinuppeli
491 ●6 ●10 ●11

I just wanted to add, I have had this issue too, and I thought the newest update would help. I updated to 1.0.4.20 today, and I have had at least 3 reboots since then. So for me the update did not solve the issue.

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1

Did you take the battery out for 10min as suggested? (and yes, literally 10min)

patrikf ( 2014-03-18 15:29:12 +0300 )edit

Actually I didn't even see a mention that this is fixed in the changelog of the update. Can someone confirm the fix is even included in the update?

matrixx ( 2014-03-18 15:30:07 +0300 )edit

3

I removed phones battery over night and that helped to that problem.

Sami ( 2014-03-18 15:51:01 +0300 )edit

2

@kultsinuppeli, @matrixx:

from [Release Notes] Software version 1.0.4.20, Ohijärvi:

Highlights of improvements
- Fixes several issues causing spontaneous reboots on the phone

but also

Known issues
- If you experience continued shutdown or full device reboot issues with the device after this update, turn off the device, take out the battery for 10 minutes and put it back in. If the problems persist, please contact Jolla Care at care@jolla.com.

I read that as

a bunch of reboot issues _are_ fixed,

_but_

not all of them.

phle ( 2014-03-18 16:02:00 +0300 )edit

1

I missed the taking out the battery for 10 min part. I have now done it, and I'll update this when I know if it seems to resolve the issue.

kultsinuppeli ( 2014-03-18 20:08:28 +0300 )edit

15

answered 2014-03-18 19:00:52 +0300

Slimex
161 ●5 ●6 ●7

With current update (1.0.4.20) the reboots haven't vanished on low reception areas (like my bathroom...). Also I'm experiencing the sudden drop on battery life, from 60-70% to 4%. This equals to my experience with my N9 battery I bought to make it 'fresh' again, needless to say I returned it and got back a good one. So this might be a hardware (battery) issue in some cases. I've already made a case with care@jolla, and they've agreed to swap the battery.

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2

After swapping the battery back in January, the problem disappeared, until it came back yesterday (1.0.3.8). After having updated to 1.0.4.20, the problem persisted, so not fixed by 1.0.4.20. Maybe it's too warm now, and I have to swap the battery again? Using a winter battery when it's cold and summer battery when it's warm... :/

pycage ( 2014-03-18 19:27:51 +0300 )edit

6

Happened to me again today. Phone rebooted and battery level dropped from 48% to 4%, after a few seconds another reboot and the level went back to 47%! After an hour when I wanted to see the time, the phone was shut down. Nothing could be done except taking the battery out and after that I could turn it on again. Reported that before in this post (thought that this problem with battery level was not known): https://together.jolla.com/question/33919/battery-level-bug/. Forgot to mention: before the first reboot, the phone showed a message "connection problem" (I was making a sip call on mobile/data connection with an android app).

Neo ( 2014-03-21 18:23:33 +0300 )edit

2

@Neo: Same here. Random shut downs and battery lever drops to 4% - and that almost every day, multiple times. Phone unusable at the moment. Everything that has to do with connections and battery seem to go completely crazy on Jolla phone... Last update didn't help at all (on my device) and/or made things even worse.

molan ( 2014-03-29 00:47:08 +0300 )edit

1

Yes! I recognise that exact issue, also connected tk the reboot loop. I described it here: https://together.jolla.com/question/13294/jolla-device-in-boot-loop/#36861

Possibly these issues are connected?

In my case, the battery level drops and shut downs never happened before the 1.04.20 update, and only started a little while after the update. It could perhaps be a bad quality battery, although I also notice the connection with bad reception areas.

bilgy_no1 ( 2014-03-30 00:41:43 +0300 )edit

1

answered 2014-03-25 11:17:29 +0300

Painkiller
181 ●3 ●6 ●7

So I got my Jolla back from repairs and all they had done was a software"update". Honestly don't know what they were updating as I had done factory reset and already updated to 1.0.4.20 (the same version it came back with). Oh well lets see how long until next reboot or shutdown. Maybe there is some black magic in their version of the Ohijärvi update...

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How does your phone work since you got it back?

molan ( 2014-03-29 00:54:28 +0300 )edit

Well today I got my first reboot during a phone call. Right after that my clock was days behind and my battery level had suddenly dropped from 70% to 7% and has remained there for the past hour. Again this happen in area where I have bad reception.

Painkiller ( 2014-04-01 14:06:50 +0300 )edit

and another reboot. Time to call service again...

Painkiller ( 2014-04-01 14:09:51 +0300 )edit

2

answered 2014-03-25 18:59:29 +0300

vicsjo
1533 ●6 ●11 ●15

I have still reboot and shutdown problems after update 1.0.4.20, but now also hot temperature warnings. Battery level still suddenly drops to 4% and connection problems. To removing battery 10 minutes, only helps for a few hours. The problems often occurs when cell network are overloaded or in low cell reception areas and battery level 45%-75%

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Same here, your post is a good resumé. I didn't have that problem for 2 month, but then it started end of February. 1.0.4.20 didn't fix anything or made it even worse (hot battery and battery level drops to 4%). I experience the issue contantly on my home network, but tested and can confirm that it doesn't work on at least 5 other, foreign networks in 3 different countries. Good to have a Nokia N9 as backup...

molan ( 2014-03-29 00:53:52 +0300 )edit

Started happening to me last night, been running the 1.0.4.20 since it came out and no problems.

Last night it happened for the first time, when I played some Clash of Clans on the android environment. Screen just went black and the it didn't respond to power button either..

Plugged in the charger, and the phone started after first showing the "Charge the battery" screen for a few seconds. When the phone started I had 47% of battery, and I was confused... left it in the charger still..

Later, I unplugged the phone and opened Android Facebook, and it shutdown again. Restarted the phone, and it shutdown almost immediately again. Started the phone again, and killed the Android (with the Kill Droid app) - phone stayed online.

Started Clash of Clans and the android, phone died again.

Plugged in the charger, and the phone did not shutdown anymore.

So, like some poeple said earlier: for me it seems to be battery level/temperature/power drain related with android environment in the mix (maybe it uses "more" power to run?)

I've almost only used the phone over the android, so it's not a new thing for me, just the shutdowns only started last night.

It did not shutdown with the charger plugged in.

Juuba ( 2014-04-03 07:50:09 +0300 )edit

6

answered 2014-03-30 00:14:04 +0300

molan

9968 ●99 ●137 ●145

updated 2014-03-30 00:27:02 +0300

I wrote this to Jolla care, but thought of posting it here as well:

Today I just had a good example of my Jolla's problems:

Due to my phone randomly turning off, I removed battery from device during the hole night and put it back in (and turned phone on) around 7:30am.

07:30am - 01:00pm: Phone is being used and runs fine on 3G & 2G network without shutdowns or reboots

01:00 - 02:00pm: phone charging from around ??% to 100% with actvated WLAN network

02:00 - 06:30pm: medium to heavy usage of phone (still on WLAN), battery goes down to 64%

06:30pm: Leaving my place and WLAN network - automatic switch from WLAN to mobile network (3G)

06:45pm: -First usage of phone on mobile network. As soon as I open an Android app which needs internet: Phone turns off before app opens

-Immediate, manual reboot of phone. Battery all the sudden dropped from 63% to 4% (!!)

-Phone connects to mobile network, I open Jolla browser and phone shuts off again (it was only running for like 20seconds!)

-Same happens again during 3rd try - still 4% battery

-Taking out battery for about 10min

07:00pm: Phone doesn't crash anymore on mobile network for a while - still 4% battery

07:40pm: Phone turns off again as soon as I unlock it and open maps application - after manual reboot still a battery level of 4% is shown. I finally turn off mobile network and phone doesn't shut off anymore for a couple minutes

08:00pm: Despite mobile network being offline phone shuts down again BUT reboots by itself this time. Battery is all the sudden back at 62% (from 4%!)

Afterwards I leave mobile network off the hole time (so no internet connection despite available 3G network) and now at 11.00pm I'm back on WLAN. Battery level decreases normaly.

Similar sequence, with different intensity, happens every day whenever I use the Jolla device.

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hi, I experience the very same behaviour then you, battery level drops and shutdowns with internet use.

damourti ( 2014-08-25 12:46:11 +0300 )edit

@damourti: Could you ever solve the problem? A piece of paper (or similar) solved the problem for me. When I sent in my device for repair (broken speaker) Jolla put a plastic sticker in the battery case to push the battery to the connectors.

molan ( 2014-09-24 16:39:51 +0300 )edit

@caprico : not really, the only thing that seems to be working for me is to keep the battery level above 20-25%. I don't believe in the bad connection stuff, it is a consequence but not the root problem for sure.(Which is for me linked to connecion issues and endless loops in the programm or similar)

damourti ( 2014-09-24 18:14:52 +0300 )edit

78

answered 2014-03-30 20:37:58 +0300

vicsjo
1533 ●6 ●11 ●15

updated 2014-08-08 17:15:25 +0300

YES, two days and no restart! I fold a paper once, to the same size as bottom of the battery, and squeeze in at the same time as the battery, then it puts more pressure upwards against the connectors. I vent from several restarts a day, to zero.

Try this and vote it up!

Edit 24.04.2014 Still no reboots. I´m a happy Jolla owner again! =)

Edit 13.06.2014 update 1.0.7.16, the reboots are back. I folded my pice of paper once again to get an even tighter connection for the battery. Lets see and hope it gives a positive result!

Edit 20.06.2014 One weak and still no reboots... =)

Edit 08.08.2014I've finally able to remove my paper. The solution can be found in this answer: https://together.jolla.com/question/7144/jolla-randomly-shuts-down-10819/?answer=52658#post-id-52658

Now my phone is faster and smoother, even battery life is better and more stable.

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4

Just did your trick.. would be a joke if this very annoying issue would be this stupid old Nokia lose battery thing... But hell if factory resets, and update don't work ..why not.

I can not reproduce any more.. so it is hardware, this is a good joke for all of us. so a bad battery connector makes the jolla shut down because of a power shortage when in need of a bt more power trying to find a 2 or 3g signal.

teun ( 2014-03-30 22:46:46 +0300 )edit

1

Tried this solution this morning and no shut downs or reboots since then, although I tried everything to reproduce. I can not believe it, @vicsjo thank you so much.

Neo ( 2014-03-31 14:30:57 +0300 )edit

This is slight different to the zendesk solution, but it works fine for me, and I don´t have any loos paper underneath TOH. But the original solution come from zendesk, I just slightly modified it.

vicsjo ( 2014-03-31 15:05:04 +0300 )edit

it works with the fold paper, since 1 week no shutdowns or reboots. before i had at least five every day, so my jolla works well

daberg ( 2014-04-05 12:31:20 +0300 )edit

1

I taped a single layer of electrical tape on the bottom of the battery and pushed it back in. No reboots after that. The problem seems to be a loose battery connection. Thank you so much for finding this out!

Pirkka ( 2014-04-06 13:02:11 +0300 )edit

5

answered 2014-03-31 12:59:54 +0300

molan

9968 ●99 ●137 ●145

Jolla care answered to my request (thanks guys!) and wrote following:

"Take a piece of paper, fold it so that it becomes 0.5-1 millimeters thick. Then insert this folded paper between the bottom part of the battery and the phone body. The idea is to press the battery tightly upwards against the battery contacts of the phone body (see the attached picture).

We have measured that if the contact of the battery to the phone body is loose (although it does not seem to be loose), then the impedance over this connection is higher and can cause a voltage drop in some current peak situations, making the phone eventually turn off as the voltage drops momentarily under the allowed minimum level. Then use your phone normally (with mobile data) in those same conditions where your phone usually reboots. Observe if the reboots continue or not. Thanks a lot!"

I haven't had any reboots or battery level drops since I added that piece of paper - but it only has been a couple hours so far. The next days will show if this is a solution to those battery problems. Please try the same and share your experiences with a comment below this answers. Good luck :-)

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1

I guess you should have made a comment to this answer https://together.jolla.com/question/7144/jolla-randomly-shuts-down/#post-id-36965 as it was posted first and it seems that @vicsjo was the one Jolla care got the idea from. We should not vote for the same in two different answers.

Neo ( 2014-03-31 14:13:43 +0300 )edit

It looks like Jolla is admitting this crash is caused by a hardware design problem.

The battery connection is essentially two rounded pins against a hard flat surface, with not much surface area in contact with the battery (not just a connection force issue).

To perform electrically (reduce impedance) future hardware revisions should use larger, more-protruding 'flat' connectors with the battery.

They also had an issue with the SIM card slot causing issues, so not surprising.

caa ( 2014-04-27 11:15:27 +0300 )edit

i am now seeing errors popping up at the top of the screen every now and then about device temperature being too high. impossible. it is 26 degrees celcius (maybe 27) and the device is cool to the touch. device then proceeds to shutdown.

wth??

droll ( 2014-05-22 04:44:16 +0300 )edit

I was just seeing some messages about BATT_TEMP being too high in the dmesg. Sorry for being vague, but the phone rebooted before I was able to write it down.

In dmesg, there was several messages showing BATT_TEMP being over 790, and device shutting down. But in less than 0.1 secs, there was a line showing the BATT_TEMP being 450 or so, so it didn't shut down after all. I don't know if this is related. I tried to monitor the /sys/class/power_source/battery/temp, but it was showing values of less than 500 all the time.

I wish there was a "proc/last_kmesg" or similar, to see the dmesg after reboot.

In bad network conditions, while switching between 2g and 3g frequently, the phone was impossible to use at all, it was shutting down all the time (I was abroad, roaming in really bad network conditions). Whether this is linked to battery temperature readings, I don't know.

Jukka L ( 2014-06-25 23:47:32 +0300 )edit

I have this problem and i think that cause of it is unreliable battery charge indication, because charge shows about 50% but still booting goes away only connecting phone to charger, but after i read these comments it seems to be more complex. I hope that reason to this found some times.

ame ( 2014-07-01 23:30:44 +0300 )edit

3

answered 2014-04-20 19:03:03 +0300

lofi
101 ●3 ●6 ●9

For me it got even worse with the update to 1.0.5.16!

Same here :(

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For me too. :(

Matti ( 2014-04-21 20:05:21 +0300 )edit

Same here reboots two to five times daliy !!!?? At incoming calls , browsing programs etc. ? Ver. 1.0.5.19

Mr.Thumb ( 2014-05-06 12:24:46 +0300 )edit

A couple of days ago was the first time I experienced this. I was in a really crowded area so it could have mobile network related. I received a call and after a couple of seconds the call got dropped without any warning sounds beeping etc and then the phone rebooted. After reboot it rebooted again and after that I was able to call again. Hasn't happened since.

Wizah ( 2014-05-19 13:20:39 +0300 )edit

Jolla randomly shuts down

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