Tech Support Says If The Phone Is Rebooting After The OTA They Will Replace The Phone

**AndroidXTC** · 05-20-2011, 01:49 PM

As long as you have done a complete wipe and reloaded the OTA update and its still rebooting they will replace the handset. They said the OTA damaged some phones and they will never stop rebooting. So do a master wipe and reload the OTA and if its still rebooting go for a warranty replacement handset. Just tell tech support you did the master reset and reloaded the OTA and its still rebooting. Im guessing you will get a refurb or a new brown box service unit.

**motodunner** · 05-20-2011, 03:29 PM

Is the master reset the same as the factory reset and does it actually take your phone to pre update? I am tempted to do a reset but if the update is not cleared off then what's the point?

**Chrisy** · 05-20-2011, 03:45 PM

A factory reset will wipe your phone to out of box condition. It will not wipe your OS, the OTA update.

It doesn't fix the reboots.

**motodunner** · 05-20-2011, 03:48 PM

Okay... Kind of what I was thinking. Thank you for the confirmation.

**YourMobileGuru** · 05-20-2011, 03:54 PM

Originally Posted by Chrisy

A factory reset will wipe your phone to out of box condition. It will not wipe your OS, the OTA update.

It doesn't fix the reboots.

Some have found that it does help and its something support always has you do before they replace a phone. But yes it won't remove the update.

**Chrisy** · 05-20-2011, 03:57 PM

A factory reset didn't help my reboots. Probably a refurbished phone won't either.

I can't find anyone that said a reset solved their reboots. Can you?

**jim302** · 05-20-2011, 04:10 PM

Originally Posted by AndroidXTC

As long as you have done a complete wipe and reloaded the OTA update and its still rebooting they will replace the handset. They said the OTA damaged some phones and they will never stop rebooting. So do a master wipe and reload the OTA and if its still rebooting go for a warranty replacement handset. Just tell tech support you did the master reset and reloaded the OTA and its still rebooting. Im guessing you will get a refurb or a new brown box service unit.

The update did no permanent damage, so getting a new unit is a waste of time. The new phone will do the same thing if it encounters the conditions that cause the reboot. VZW uses different equipment and different wireless frequencies all over the country, and it is possible that only some combinations cause the problem. Who knows... maybe some network equipment isn't exactly adhering to the proper specifications, causing problems with the phone's software.

We just don't know what is causing the issue for some people, and this is the kind of thing that can take a while to troubleshoot, find the cause, and get vendors working together on a fix.

Back to the original point... It is just software. An updated version will fix the issue.

Did anyone here have the BlackBerry Tour before the Thunderbolt came out? If so, remember the 5.0.0.591 which "bricked" so many phones? Even the bricked ones with the "technical issue" message could be completely fixed by a software upgrade, if the phone was hooked up to a computer. The issue never happened again after the next upgrade.

Basically, it is extremely rare for software to cause hardware damage. I can think of only a few isolated cases (such as accidental overclocking cause by buggy software, not related to phones).

**Chrisy** · 05-20-2011, 04:13 PM

I had a BlackBerry 9630 and I got the Tech Issue, please return to place of purchase error. That bricked the device. All data was gone. Was a complete hassle for me because I don't own a PC. I had to get an exchange.

I did manage to unbrick my Tour after getting a 552 error. I had to use the library PC. Was timed and had me sweating.

I still liked the phone. But it was buggy as heck.

I agree, a factory reset doesn't help. A refurbished phone won't help. A software update or tower/network fix is what I'm waiting for.

**pheatton** · 05-20-2011, 04:27 PM

Yep never heard of a software upgrade or install damaging hardware ever.

**lovy** · 05-20-2011, 04:32 PM

Originally Posted by Chrisy

I had a BlackBerry 9630 and I got the Tech Issue, please return to place of purchase error. That bricked the device. All data was gone. Was a complete hassle for me because I don't own a PC. I had to get an exchange.

I did manage to unbrick my Tour after getting a 552 error. I had to use the library PC. Was timed and had me sweating.

I still liked the phone. But it was buggy as heck.

I agree, a factory reset doesn't help. A refurbished phone won't help. A software update or tower/network fix is what I'm waiting for.

Hi Chrisy,

I thought because I removed the battery and placed it back in my reboots stopped but I guess I just got lucky because since doing that I have no more reboots and I had them a lot.

**YourMobileGuru** · 05-20-2011, 04:39 PM

Originally Posted by Chrisy

A factory reset didn't help my reboots. Probably a refurbished phone won't either.

I can't find anyone that said a reset solved their reboots. Can you?

They are literally all overvthevplace in these forums "did a factory reset and no more random reboot ..... so far" weather this will be a long term thing for them or not remains to be seen.

**YourMobileGuru** · 05-20-2011, 04:46 PM

Originally Posted by jim302

The update did no permanent damage, so getting a new unit is a waste of time. The new phone will do the same thing if it encounters the conditions that cause the reboot. VZW uses different equipment and different wireless frequencies all over the country, and it is possible that only some combinations cause the problem. Who knows... maybe some network equipment isn't exactly adhering to the proper specifications, causing problems with the phone's software.

We just don't know what is causing the issue for some people, and this is the kind of thing that can take a while to troubleshoot, find the cause, and get vendors working together on a fix.

Back to the original point... It is just software. An updated version will fix the issue.

Did anyone here have the BlackBerry Tour before the Thunderbolt came out? If so, remember the 5.0.0.591 which "bricked" so many phones? Even the bricked ones with the "technical issue" message could be completely fixed by a software upgrade, if the phone was hooked up to a computer. The issue never happened again after the next upgrade.

Basically, it is extremely rare for software to cause hardware damage. I can think of only a few isolated cases (such as accidental overclocking cause by buggy software, not related to phones).

Exactly. A software fix will come.

However you are forgetting one very importnt thing: some people NEED their phone to be reliable and can't afford to wait for the fix to come. The refurbs they are sending out DON'T have the new update.

Like you however I plan to wait it out as this is not my daily driver as Phil likes to call it...

**Chrisy** · 05-20-2011, 04:48 PM

Originally Posted by VZWRocks

They are literally all overvthevplace in these forums "did a factory reset and no more random reboot ..... so far" weather this will be a long term thing for them or not remains to be seen.

I've been watching for anyone to say this. No one here has. If you see it, quote it for me please. Honestly, I have not seen it. I have read a factory reset or battery pull did not fix it. That's it.

**kanai** · 05-20-2011, 06:39 PM

After the OTA update, the original GPS issue was not fixed and the phone had random reboots. I called the support and was asked to do the factory reset. I thought it was a useless attempt and was reluctant to do it, but it fixed the both issues.

DO THE FACTORY RESET !!!

**One Radical Dude** · 05-20-2011, 07:34 PM

I'm not sending my device for a refurbished device. It's not a hardware problem. It's the OTA that's the problem, and doing a factory reset will wipe everything and still keep the OTA. Sounds like you were given malarkey about the OTA causing some hardware damage.

**jking3002** · 05-20-2011, 07:51 PM

I don't understand why you all are so resistant to get a replacement...

HTC/V has pulled the update, who knows when the next one will come, and who knows if it will fix the issue with the reboots. If my phone was rebooting I would for sure get a refurbed phone without the update and continue on with life. HTC/V may decide to never push a fix to the reboot problem, or their fix might just be to pull it, and replace the phones they broke. Then V will do some higher level reprogramming to the returned phones to fix the issue. It may be cheaper for them to do that then fix the issue with the OTA via another update.

Only way I wouldn't get a reboot was if I planned on doing some rooting and getting rid of the OTA, which thats fine too I suppose, but I'd probably want a refurb anyway, bc hey, it's being offered to me, and its probably going to be in better shape than my current phone...

Anyway, I'm not trying to make excuses for HTC/V. They really jacked this whole process up... just trying to understand why someone wouldn't just replace their broken phone. Sure it sucks, but what can you do?

**jdmarler** · 05-20-2011, 08:12 PM

how do you do a master reset?

**Chrisy** · 05-20-2011, 08:30 PM

I'll wait for a software fix. I knew, being new tech, that there would be glitches. No need to get a refurbished phone when my hardware is fine. Seems like a hassle and a waste of resources.

I'm only getting one reboot every two days. It's not too bad for me. Keeps my system fresh anyway.

**broadwayblues** · 05-20-2011, 08:31 PM

As someone that has gone through 3 replacement Blackberries that were "certified new" I can tell you that replacement phones from Verizon are someone else's problem in a pretty brown package. If I have the choice of getting my new Thunderbolt fixed with an OTA coming sometime soon vs taking a chance with refurbished phones, I will stick with my new phone, thanks.

If I was offered a NIB phone, then yeah, no problem. In the mean time, I have done what a lot of other people have done, and rooted my phone and installed a custom ROM, radio and kernel. I also know how to get back to stock if something did come up, and have backups in place if things really get bad.

To each his own, but refurbished phones are a last, last resort for me and many other people.

To prove my point, this tweet is 20 seconds old:

GhostArmor204: @V3RDICT tired of replacing phones the like new phones suck im tired of them.... Big part why i havent rooted just due to luck ive had

Originally Posted by jking3002

I don't understand why you all are so resistant to get a replacement...

HTC/V has pulled the update, who knows when the next one will come, and who knows if it will fix the issue with the reboots. If my phone was rebooting I would for sure get a refurbed phone without the update and continue on with life. HTC/V may decide to never push a fix to the reboot problem, or their fix might just be to pull it, and replace the phones they broke. Then V will do some higher level reprogramming to the returned phones to fix the issue. It may be cheaper for them to do that then fix the issue with the OTA via another update.

Only way I wouldn't get a reboot was if I planned on doing some rooting and getting rid of the OTA, which thats fine too I suppose, but I'd probably want a refurb anyway, bc hey, it's being offered to me, and its probably going to be in better shape than my current phone...

Anyway, I'm not trying to make excuses for HTC/V. They really jacked this whole process up... just trying to understand why someone wouldn't just replace their broken phone. Sure it sucks, but what can you do?

**FrankXS** · 05-20-2011, 08:33 PM

Originally Posted by jking3002

trying to understand why someone wouldn't just replace their broken phone

Because, like 100 percent of all the other suggested fixes up to now, by users and VZW alike, not one has worked. Not one. Why should we trust this suggestion?

I can't speak for anyone else, but my guess is that most knowledgeable people are in the wait and see mode. Seeing is believing. Let someone else make the first jump, this time. It may be yet another time wasting exercise in futility.

-Frank

**Chrisy** · 05-20-2011, 08:36 PM

Agreed, Frank. And with BlackBerry I did the Exchange route. I had the same issues on my replacement unit. Was pretty annoying to waste time exchanging and transferring data. Ugh.

A reset and then exchange is what VZW always does when they don't have a software fix ready.

**broadwayblues** · 05-20-2011, 08:39 PM

Originally Posted by jdmarler

how do you do a master reset?

Settings--->SD & Phone Storage--->Factory Data reset

**DiVirus** · 05-20-2011, 08:47 PM

Replacing phones with refurbished is good way to go. I still have Droid x with rebooting issue. It's my 4th refurbished x that they sent me. Every one had same issue. I went to store 3 times and felt with tech support last time knowing that 2.3 its will fix the problem (we have leak I tested it did). The whole point is I still have the x and I got early upgrade , about year early, which I used to get tbolt. My opinion is that It's worth the time. Even if refurbished phones won't fix issue you get something good out of it .

**memphisboy** · 05-20-2011, 09:06 PM

I can confirm that I did the OTA update that was pushed to my phone last weds., began having multiple reboots, verizon sent me a replacement t-bolt which I received this past monday, fresh out the box immediately downloaded the OTA update and going on 5 days I have yet to have a reboot.

**broadwayblues** · 05-20-2011, 09:15 PM

Does anyone else see what is wrong with this?

Originally Posted by Rassikhin

Replacing phones with refurbished is good way to go. I still have Droid x with rebooting issue. It's my 4th refurbished x that they sent me. Every one had same issue. I went to store 3 times and felt with tech support last time knowing that 2.3 its will fix the problem (we have leak I tested it did). The whole point is I still have the x and I got early upgrade , about year early, which I used to get tbolt. My opinion is that It's worth the time. Even if refurbished phones won't fix issue you get something good out of it .