Jolla randomly shuts down

Question

566

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

Neo

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

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
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
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 ?
if yes, try to run CSD tool on your phone for discover any abnormal hardware malfunctionality before return your product for hardware repair
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
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

Answer 1

1

answered 2015-12-27 15:56:36 +0300

palikao

4258 ●55 ●85 ●75

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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Comments

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.

Jolkas ( 2015-12-27 17:17:40 +0300 )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..

palikao ( 2015-12-27 17:30:26 +0300 )edit

Answer 2

0

answered 2016-05-10 14:07:30 +0300

patjolla
15 ●3 ●3 ●8

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

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Answer 3

1

answered 2016-11-02 16:46:40 +0300

Vivien

2027 ●38 ●54 ●58

updated 2016-11-02 16:47:56 +0300

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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Comments

for me helped the trick with pushimg back contacts

pawel ( 2016-11-02 22:19:00 +0300 )edit

Answer 4

1

answered 2016-11-20 04:53:04 +0300

DarkTuring

6918 ●221 ●320 ●327

https://DAB.com/

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.

systemboot.log

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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Answer 5

0

answered 2018-09-12 09:49:58 +0300

thesix
470 ●21 ●26 ●36

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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Comments

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

jovirkku ( 2018-09-13 11:56:53 +0300 )edit

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

thesix ( 2018-09-15 18:13:28 +0300 )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.

thesix ( 2018-10-10 10:47:05 +0300 )edit

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