random shutdowns/reboots..?Support


  1. decaffviper17

    decaffviper17 Well-Known Member

    Hello.. so this is the 2nd EVO LTE i have had in the last 3 days. The first one i got on Saturday had a bad speakerphone. So i went to the Sprint store yesterday and they gave me a brand new one again.

    Within the first hour it just shut off. I chalked this up to maybe the phone is still programming and and or it was a random glitch.
    Then later in the day i was using the camera and a message on the screen briefly popped up saying" you phone will shut down in 5 seconds, press the power button to turn off now" then it shut off.
    Then this morning i went to add a calendar event, and the phone booted up ( meaning it shut off again)

    SO my question is..is this normal? Does anyone have any ideas about this issue? I really don't want to go back to the Sprint store because this issue will be hard to prove and show to the Sprint rep.

    Thanks!

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  2. PyroSporker

    PyroSporker Well-Known Member

    Sounds alot like this issue:
    Seidio and Case-Mate discussions for the HTC EVO 4G LTE | Post # 60

    If your phone is in a case, try going without the case for a while and see if the problem clears up.
    Also, try shutting the phone down fully (turn off Fast Boot in the power settings) and reseating the removable top panel on the back above the kickstand and then turning back on.
    Just a couple preliminary ideas.

    (Note: The 5 seconds till restart message appears when you hold the power button down for an extended period of time - It is a tool they gave us for forcing the phone to restart. Maybe the way you were holding the phone when using the camera had your finger pressing in the power button?)
    PattiCakeUS and marctronixx like this.
  3. decaffviper17

    decaffviper17 Well-Known Member

    Thanks i will try turning off fast boot. My phone doesnt not have a case yet. This morning the phone was just sitting on the seat next to me and shut off. I will see how it does the rest of the day... THX
    PyroSporker likes this.
  4. CzechPleez

    CzechPleez Well-Known Member

    Thanks for posting your issue. I work for Sprint and am gathering info on customer issues. Some questions that come to mind are how hot was the environment in which you noticed random shut-downs? The speakerphone issue doesn't sound related. The last issue you said the device was on your seat, was that in a car? What about the first time it shut down? Were you outdoors? Was it hot? Just curious. Thanks for being a Sprint customer!
    Mr. Ed likes this.
  5. PyroSporker

    PyroSporker Well-Known Member

    Yeah, the temp was one of the next questions I was going to go to. As we know, random reboots from excessive heat (internal with environmental) are an issue that plagued the Evo 4G and somewhat the Evo 3D (and most any smartphones). Running GPS in a hot car, with the phone sitting in the sun can cause overheating fairly readily.
  6. decaffviper17

    decaffviper17 Well-Known Member

    Not hot at all. It was 58 degrees F outside
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  7. EarlyMon

    EarlyMon The PearlyMon Moderator

    What's your power consumption look like for the first 4 hours off of the charger?
  8. decaffviper17

    decaffviper17 Well-Known Member

    Not sure.. do you mean the graph showing whats using the battery?
    Settings>Power>Battery Use ??
  9. EarlyMon

    EarlyMon The PearlyMon Moderator

    Yes, exactly. If you can, please take a screen shot (power then vol down will do) and then tap the graph itself to bring up the next, ditto on the screen shot.

    Hope you don't mind the screen shot request, but I'd like to see if I can tell at a glance if something looks suspicious - often, that's quite possible.

    If it helps to calibrate any, on wifi, screen brightness on auto, screen on and phone awake the whole time, you ought to be able to get about an hour for every 10% battery consumed. If web browsing, cut that down to about 45 to 50 minutes per 10%.

    If you're seeing something far afield of that, I'd immediately postulate that you have some runaway process causing things to run beyond normal control.

    That's why I'd asked. :)
  10. decaffviper17

    decaffviper17 Well-Known Member

    it can do screen shots out the box? didnt know that. I hold down power and press vol down but i didnt see anything happen. Also didnt see any new pics show up.
  11. EarlyMon

    EarlyMon The PearlyMon Moderator

    Yeah, sorry. I hate power+X combos they're so touchy.

    Power+vol_down is the ICS way - if that's not happening, try power+Home, that's the HTC way.

    Both are supported on the phone, but on any given day, it seems like one or the other is more sensitive.
  12. PyroSporker

    PyroSporker Well-Known Member

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  13. decaffviper17

    decaffviper17 Well-Known Member

    Ok... any clues below?.. looks norm to me THX

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  14. EarlyMon

    EarlyMon The PearlyMon Moderator

    Something's not 100% there, in my opinion. Look at the second (detail) graph and compare to one I made while stress testing the other day -

    [​IMG]

    Note that when my screen is off, the phone goes to sleep and the power curve shows that consumption stops. (ignore the short gap shown, that was a short maintenance / reboot period)

    Now - look at yours, we can note a few things.

    First, sometimes you get the right behavior and it flatlines when screen off/not awake.

    But if I look at the period going from about 65 to 80% of the time shown, you should be flat-lining and instead you're dropping power. And within that interval is a pretty solid green block saying that it couldn't get a signal.

    And, you're dropping power like a rock for the stuff you're doing.

    So - given nothing's keeping it awake and that you're just not really doing anything, I'm going to go out on a limb and suggest that that looks like a reception problem.

    To see if that's true, try Open Signal Maps, free in the Store.

    Use the Maps on it to see if your phone is constantly hopping between towers or something and/or the graph to see if your signal is rollercoastering up and down severely what.

    I also wonder if you're in a town where they're already working the Network Vision build out with new infrastructure and towers. Don't know if it's possible, just spit-balling here, but I wonder if some tower is starting to put out an LTE test signal and something's gone wonky.

    Anyway - from those graphs, I'd say looking at the radios has to come next.

    By the way, also OK to update PRL then Profile in that order about halfway through your Open Signals Maps viewing to see if it was just config thing that you could fix or not. But get some Open Signal Maps results before trying that, so you can tell immediately if it made no difference.
  15. decaffviper17

    decaffviper17 Well-Known Member

    Would this be causing my shutdowns? btw just did shut down again about 15 min ago
  16. EarlyMon

    EarlyMon The PearlyMon Moderator


    Well, that's the thing I'm not sure about.

    If you have some severe signal issue that the radio is struggling to overcome, I'm not sure we could trust the battery graph, that's sort of where I'm coming from.

    Rather than speculate if that's right or not, some checks with the OSM app will help confirm or eliminate.

    The one thing that you can count on - regardless of what any of the user-level monitors can tell you in Android - first and foremost, your handset has a high-priority imperative baked in to ensure that you can get phone service. That comes before all else.

    PS - I caught earlier that your phone isn't in a high heat environment, but it shuts down, see if you can feel heat and if so, is it near bottom or top, front or back, that you can feel it.

    I don't know how to describe how hot is hot - it shouldn't be feeling much outside of body-temp normal, maybe a little warmer.
  17. PyroSporker

    PyroSporker Well-Known Member

    I've never really thought about it too much but I was always under the impression that a green block meant that you had a good mobile connection. I'm usually in the dark yellow/gold color with some periods in the gray-yellow color. Occasionally I'll have a green spot. Typical for my signal area.



    Noticed you are on Wi-Fi all the time Decaff, could it somehow be related to your network setup (Network type, Router configuration, etc...)? Yeah I know sounds kinda crazy.
    Do you get restarts with Wi-Fi and all other data/radios off?

    Even though it would likely show in your graphs, just to cover all bases, make sure you are not killing tasks using the system tools and do not have any 3rd party task killers installed.
    EarlyMon likes this.
  18. EarlyMon

    EarlyMon The PearlyMon Moderator

    Seriously?

    Leave it to me to get that one backwards then. :( :eek: :eek:

    I still think it makes sense to check to see if the radios are stressing out though.
  19. decaffviper17

    decaffviper17 Well-Known Member

    Thanks guys for all your help. I got almost 7 hours of battery life off a full charge today. I must say I'm a little disappointed.
  20. EarlyMon

    EarlyMon The PearlyMon Moderator

    We'll help get that rogue issue cleared up whatever it is, and then your phone will straighten and do better.

    Get back to us on the Open Signal Maps when your time permits.
    decaffviper17 likes this.
  21. decaffviper17

    decaffviper17 Well-Known Member

    What Rogue issue?

    Ok... so on Signal maps.. at home i get the same tower location and signal seems consistent.

    I keep WiFi on all the time because i was told this uses less power than 3G. I am on WiFi at home and at work... so most of the time.

    I have noticed times that it get pretty hot for no apparent reason it seems up near the camera lens... but not too often.

    I do have an Active Sync account for work email... probably drains little more power

    I heard i should be getting about 12-16 hours on a charge. Is this typical for this phone? Honestly.. i dont mind tweaking and playing with my phone.. but i really dont want to work this hard to make a 550$ phone work normally.
    EarlyMon likes this.
  22. PyroSporker

    PyroSporker Well-Known Member

    I could just as easily be backwards. I'm unsure. :hmmmm2::hmmmm:

    Definitely a good idea to check the signal strength, tower connectivity, area map, etc.
    It is no Open Signal Maps, but did you guys see in Ice Cream Sandwich (Or Sense 4.0) they added a rough signal strength read out to Settings -> About -> Network. It is easy to get a simple unscientific read out without using a back end menu or a third party application now. :)
  23. EarlyMon

    EarlyMon The PearlyMon Moderator

    Not sufficient to see tower hopping.

    Yeah, I agree. Tweaking a new phone to get it to act normally is not acceptable.

    Heat at the top says that something on the motherboard is getting overworked. If it's the processor (likely) then the shutdown may be thermal protection to protect your investment.

    What rogue process indeed, if your radios are stable, that's the question.

    Sounds like your use is straightforward.

    What apps have you added or configured beyond that required for Exchange Activesync?
  24. strider70

    strider70 Well-Known Member

    I feel very bad for you to have gotten this far with the phone exchanges and have this happening to you. I think you should go back to the Sprint store to exchange. Your reboots are ridiculous.

    Last resort, you can do a factory reset. It may yield no improved results what so ever.

    There's no way to know you have a lemon unless you bring this up.
    Thanks.


    UPDATE:
    http://forums.androidcentral.com/htc-evo-4g-lte/182950-evo-4g-lte-overheating-battery-life.html

    http://community.sprint.com/baw/thread/90935

    Happened on the One X too
    http://www.androidauthority.com/htc-ota-update-one-x-76936/
  25. PyroSporker

    PyroSporker Well-Known Member

    Yeah exactly, as stated, it is no substitute.

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