uncontrollable factory resetSupport


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  1. navethechimp

    navethechimp Member This Topic's Starter

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    From skimming some other threads it looks like some other people may be having a similar problem, but I couldn't find a dedicated thread.

    My Hero occasionally will do a factory reset for what appears to be like no reason at all. In the first three weeks I had the phone it happened about four times. All settings gone, everything wiped except the content on the SD card. Huge pain reconfiguring everything.

    After the first time I started paying more attention to try to diagnose the issue. I noticed that this always happens when I am powering the phone back up after having been charging (and once it boots, it goes back to the "Welcome to your new Hero!" screen to input your google login info). Furthermore, it only happens when the phone fully runs out of batteries before I start charging it. At least two of the times I have noticed that before properly booting, it shows a warning display (a little picture of the phone with an exclamation mark sign behind it. like the icon for this thread!). Maybe did I try powering it back up before it had enough battery?

    Running out of batteries, charging, and then booting up seemed like too common a series of events to be "part of the phone", so I figured the phone was defected. I was still in my first 30 days of having the phone so they let me exchange it for a new one with no hassle. Now, on a whole new phone. Same thing happened yesterday. So it's got to be something I'm doing.

    I don't use very many Apps. Just last.fm. SD card has some images and mp3 albums on it.

    I'm stumped!!!
     

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  2. peterc10

    peterc10 Well-Known Member

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    I found this through your other post, and would like to know more about this particular problem, to make sure I avoid it.

    Lets say your phone has run out of battery and switched itself off. Does this problem happen when you try switching it back on before you start charging, at the start of charging or some way into charging please?
     
  3. navethechimp

    navethechimp Member This Topic's Starter

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    Yeah, pretty much like you described. When the phone runs out of batteries it automatically shuts down. Once it is "dead" and I try to power it up, rather than booting it goes to this black screen with a caution symbol on it. Trying to turn it back off does nothing and I have to wait for it to automatically turn off again. So when I charge it again (so I can turn it back on), it is as if I just picked up the phone off the shelf (aside from the SD card, which is fine).

    When I started this thread I wasn't certain under what conditions this occurred.

    When I replaced the phone they acted as if they thought the phone must have been a lemon. I got the new one, and figured I'd be fine, a few days later I got careless and it happened again. Probably 4-5 times since then.

    I've been doing my best to prevent it from running out, and if it does I make sure to put it somewhere safe so that I don't accidentally touch it. Sometimes shit happens. If I'm sort of drunk and I forget that my phone is dying, a few hours later, and whoops.
     
  4. peterc10

    peterc10 Well-Known Member

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    Thanks :)
     
  5. thatjerk

    thatjerk Well-Known Member

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    That's scary... I am going to a week long safety/environmental training convention that has venders trying to sell us stuff. The venders usually buy us drinks and I get quite toasted. Hopefully I remember to turn off my phone before the battery gets below 10% like I normally do.
     
  6. i VTAK

    i VTAK Well-Known Member

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    I've read that letting Li Ion batteries die completely will shorten it life also. Put your phone on a charger every chance you get.
     
  7. DanielWalker

    DanielWalker Well-Known Member

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    I let my battery completely die on a regular basis and have never had an issue like this. That is not to say that it cannot happen, I just personally have not seen it. It will be interesting to see what the issue might be.
     
  8. cooolone2

    cooolone2 Well-Known Member

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    +++1

    I have had my phone shut down with the light (led) flashing and the screen showing the red battery warning and for an hour(s) with no ill effect. Even when the battery completely depleted with no occurrence as you mention. Not to say this isn't happening to you.

    Are you running widgets which will continue to run in spite of phone condition? Also, when you run so low on battery have you tried pulling battery? I mean, the condition you describe should occur then if the battery is pulled because it is the same situation (no power what so ever). Have you tried that? Pull the battery even when it has power left to see if the condition repeats?

    You say your only running Last.fm like that is not a problem, but have you removed that app and tried to replicate the issue? It might be isolated to a small percentage of Hero owners but if you really want to eliminate the issue you must work at it. Like your other (6 month) thread states, you haven't really searched threads to fix some of those problems which exist, for example the weather widget, i.e., we all know its pretty worthless AND causes unnecessary battery drain and there is a work around for it. I only mention this because if I can't replicate your problem which is not happening on my phone, then it is up to you to try and identify the issue and maybe offer help here for others experiencing the same. :)

    So here is my suggestion..., if you spend some time working the phone with many of the offered tweaks here in these threads without a major loss of function or experience of the Hero and Sense (which make sit unique and lovable) you will find the battery/phone can stay powered though much of the day and therefore avoid the total battery discharge which may help indirectly with your problem. I get 13 hours solid with a lot of use, can go much - MUCH longer if I am just leaving the phone on standby. So maybe if there is no real fix for your uncontrolled reset, it can be addressed by making some changes to settings and whatnot on your phone which will allow your battery to last long enough to get it back charging.

    :)

    Hope this helps, otherwise let us know if you find any fixes.

    :cool:
     
  9. mysticmead

    mysticmead Well-Known Member

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    Oh Boy.. I get to talk about batteries again!!!

    yes and no on this statement..

    yes if you let Li ion batteries go COMPLETELY dead.. it will shorten their life span.. in fact, if you let it go COMPLETELY dead.. it most likely won't be able to charge again.

    The no part: any consumer device like cell phone, or MP3 players that uses Li Ion or LiPo batteries has a Low Voltage Cutoff circuit built in. the LVC will normally activate when there's between 10 and 15% of the actual battery charge remaining. this prevents over discharge, preserving the life span of the battery. Notice, I said actual charge.. not the remaining charge that you see in the battery meter.

    fully charged, a Li Ion or LiPo cell (the phone is a single cell battery) will have a voltage reading of 4.2v @ 1500mah. normally LVC will activate when 85-90% of the current charge has been used (200-250mah remaining) this comes out to around 2.9v - 3.0v..
     
  10. navethechimp

    navethechimp Member This Topic's Starter

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    It's not just running out that causes it. It is when it runs out (and automatically shuts down) and I accidentally hit the power button to try to turn it back on, like if I were trying to check something on the phone if I forgot that it ran out. Perhaps it has something to do with a failed boot due to a dead battery or something--but there is apparently enough battery for it to start to boot for a few moments prior to ruining everything.

    Like I said, it's not running out that causes it. So having no battery in it wouldn't allow the problem to occur. There has been a few times I've actually prevented it-- when I've forgot that the battery ran out and as soon as I accidentally hit power and thought "OH ****!!!!" then I ripped the battery out super fast and it saved it. :D

    Also like I said in that thread, I was making a list of things that bothered me, not looking for solutions, and I don't care if you guys have spent more of your life thinking about Android than I have. Context is everything, and that is why reading the OP is important. :cool: In regards to the Last.fm, I have replicated it with no apps installed at all.

    Nearly everyone I've spoken with seems to have different phone situations and they've never even had it run out before and if they do than they just throw it right onto the charger. It's hard to keep it charged when you have an unpredictable lifestyle (sometimes unexpectedly away from home for more than a day). It's been a while though since this first started occurring so I've accommodated to the problem and learned to prevent the phone from running out of batteries. Again, I'm mostly just rising awareness to the problems I've been encountering, but I do appreciate the attempts to help.
    ;)
     
  11. peterc10

    peterc10 Well-Known Member

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    I am sorry I restarted this old thread now because I think the OP has come in for some unfair criticism.

    However having read all the threads, including the one about how Lion batteries work it is apparent that when we think the battery is dead because the phone has shut down does not mean it is completely dead. It still has enough power left in it to cause the problem referred to if you hit the on button.

    If so the short term answer is simple. When it dies take out the battery and there will not be any power available to do that. Of course longer term HTC should fix the problem!

    One last thing. Does the OP have a Hero from Sprint. i.e. the one without the "chin". If so it may be that this problem only applies to that version.

    Doh stupid question since this is in the Srint forum ....... :eek:
     
  12. cooolone2

    cooolone2 Well-Known Member

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    Wow... that is more detailed a description... I understand now more of what you are saying and I would be pissed too. From what you describe it sounds more of a voltage/amperage issue maybe (hardware) than software which is not good. More so even because you have experienced the issue spanned across multiple phones. The only other thing I could suggest which comes to mind that might help, but not fix your problem is to carry an extra battery. :( lame... I know, sorry I can't think of any better fix. Have you spoke to or contacted HTC about this? Just curious...? I'm interested to know what they might say.

    Regards
    :)
     
  13. romeosidvicious

    romeosidvicious Well-Known Member

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    I have let my phone run down to the point of turning off. I have powered it on both off the charger and on the charger after this. I have done it more than once and to the point the phone dies during boot. I haven't seen this problem. That's not to say it isn't happening but to say it's not an issue everyone will see. This is also across two phones, my first got stolen, one with google and one without. The only thing I would venture a guess at is that the OP's phone isn't rooted and both of mine have been. But I am pretty sure I let it happen to my first phone prior to rooting.

    I think this an issue that needs to be taken to support at both HTC and Sprint and I don't mean a forum post but calling them, and with Sprint get a real tech and not the folks following a script. This shouldn't happen in any situation.
     
  14. romeosidvicious

    romeosidvicious Well-Known Member

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    I have let my phone run down to the point of turning off. I have powered it on both off the charger and on the charger after this. I have done it more than once and to the point the phone dies during boot. I haven't seen this problem. That's not to say it isn't happening but to say it's not an issue everyone will see. This is also across two phones, my first got stolen, one with google and one without. The only thing I would venture a guess at is that the OP's phone isn't rooted and both of mine have been. But I am pretty sure I let it happen to my first phone prior to rooting.

    I think this an issue that needs to be taken to support at both HTC and Sprint and I don't mean a forum post but calling them, and with Sprint get a real tech and not the folks following a script. This shouldn't happen in any situation.
     
  15. Visionikz03

    Visionikz03 Well-Known Member

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    mine has reset itself too but it was just like powering off nd back on. It didn't wipe the phone. but it was very strange :confused:
     
  16. jcruze14

    jcruze14 New Member

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    I just had my hero completely run out of battery today and upon start up discovered it had done a master reset on itself!! Kinda like everyone else here I am stumped. The guy at the sprint kiosk said it was the second time in two months he had seen this happen. Besides the obvious... not letting the phone die an more... has any one heard of a recall or replacement of these faulty phones?? I lost all of my contacts, downloads and messages. When I signed back in to my google (gmail) account most of my contacts were restored but have discovered I am still missing nearly two dozen contacts! Oh the woes... Yeah great freaking phone. Any suggestions??
     
  17. navethechimp

    navethechimp Member This Topic's Starter

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    jcruz and Angel, when did both of you get your phone? Perhaps it is only on the very early ones.

    I bought mine a couple days after it came out.

    It's apparently a real problem, but not consistent across all phones.
     
  18. jcruze14

    jcruze14 New Member

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    I recently purchased mine in January 2010. It's the newer one. The one that doesn't have the "chin" at the bottom. I spoke with an HTC rep last night and they didn't even have anything in their "issue tracker" regarding this problem. My carrier is sprint and even though the sprint guy said they had seen this twice in two months no one had reported it to HTC. Eventhough there seems to be a lot of people who have had this issue amazingly had no record of it! So now it's in their system and they'll be tracking the problem. Anyone having this should call and file it with HTC. The lady was super nice there was just nothing she could explain or do to remedy. Their contact # 1-866-449-8358. Or go to HTC's site and fill it out... HTC - Support - Customer Service - Support via e-Mail

    Yeah the obvious solution... don't let your phone go totally dead. HA right how many cells have we owned over the years and had them run dead with out this issue? Total HTC problem, but without them seeing as a consistent issue nothing will ever be done to fix.

    Make sure you call or email them so that it is logged into their "issue tracker" system! :eek:
     
  19. acjohnson55

    acjohnson55 Active Member

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    I just switched over to my dad's old HTC Hero and I've had the same thing happen to me twice in the past week. While coming out of a dead battery. It's absolutely infuriating. I can think of two possible causes:

    1. In my pocket, while the Hero is in power down mode, I am accidentally activating the Hard Reset button combination

    or

    2. Because the damn thing starts booting as soon as the power button is brushed and then dies before booting completes, it must be triggering some sort of boot loop breaker that hard wipes if a certain number of reboots fail.

    Either way, this is completely unacceptable.
     
  20. LBPHeretic

    LBPHeretic Well-Known Member

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    Thread moved to the troubleshooting section. I have never experienced this issue with my Sprint HTC Hero.

    I can only remember letting my handset go completely dead a handful of times. None of them resulted in a full factory reset though.
     

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