Help HTC desire crashes and restarts randomly

[Martin87]

I just got told the same thing, the guy said they are waiting for parts from Japan and the US repair will take 2-3 weeks now .

I hope its less though!

 

[steveroe]

Those waiting for a repair may want to read this article from The Register

"HTC has admitted its UK service centre is failing to repair and return handsets on schedule, but tells us the problems will soon disappear thanks to its new service centre."

HTC's UK repair centre suffering long delays, confusion ? The Register

 

[jboy1979]

Thanks steveroe for the link to The Register.
Found HTC UK's support page had a note confirming this, asking customers to give ticket numbers for contact:
Addressing the issue of phone repair delays | Facebook
Not keen on my ticket number and name being on public view so have asked them to PM me for ticket number...
That said, surely they know who's got an open ticket, and how long they've been open so they should be contacting us direct? Very disappointed in their poor customer service...
Fingers crossed we all get them repaired soon...they'll have had my phone for 7 weeks this Friday!

 

[Bunjiweb]

Anyone who has been waiting weeks for their repair -

Did HTC quote at the time of you booking your phone in for repair a predicted time period? If they did specify then they have to stick to it or if not replace your phone.

If they did not specifically quote a time period then you are unfortunately left with no legal stance. I have seen repairs without quoted time frames drag on for 3 months and there is nothing you can do about it other than cus the bad customer services of the company in question.

Ben

 

[hammer83]

Just another update from me guys I had a phone call from them today saying my phone will be sent back to me on the 25th, and I can have a free accessory worth up to the value of

 

[florismk]

Well, at least I have some good news to report. HTC picked up my phone on Friday night (6 May), and returned it the next Thursday (12 May); a turnaround of less than six days!

Of course I wondered if they'd done more than give it a stern talking-to, but the packing slip stated "Board swap" and the new IMEI confirmed that. I've had it back for almost two weeks now, and have had no problems whatsoever. (Well, one reboot that might as well have been caused by a bug in the game I was playing, and another in the middle of the night with possibly a bunch of apps still running; both times with absolutely no heat discernable.)

Even navigating while connected to the car charger, with the back of the phone growing rather hot, it remains operational. All the things that caused spontaneous reboots when I first got the phone now cause continued user pleasure

PS: The rapid service was from the Dutch HTC service center.

 

[lozb]

You know, sometimes you just hope for the best from people, but unsurprisingly HTC have been incompetent from the start.

Phone overheating, signal bad. First phone support person denies it's an issue. I speak to someone else, they admit it's an issue and that both antenna and motherboard will be replaced and I'll have a new IMEI when it's returned in less than 10 working days.

3 weeks later, a faulty HTC Tracking site which hasn't updated status since the day I raised the call, numerous contradicting support staff, one telling me my phone had been repaired quickly and was on it's way back to me, then in the next sentence said that my phone was "In Repair" which he then said that it hadn't even been looked at, or diagnosed, or repaired or sent back to me, totally contradicting himself.

Further emails from different HTC support staff, offering me a free accessory for my troubles, telling me a different delivery date, and giving me different ways of contacting them to confirm which accessory I had chosen and promising to contact me to a) confirm the accessory and b) confirm the delivery date.
Neither happened, I chased, I was told accessory would be with me on 25th May, then when I asked AGAIN when my phone was due, was told by THE SAME PERSON, that the accessory would be 2-3 weeks.

Suffice to say, I never got a phone call, I have had to chase repeatedly, I eventually got a committed response THIS MORNING that my phone would be delivered on 25th May. Even though the HTC Tracking site had updated late Friday (first time in 3 weeks) to say my phone was ready for pickup/delivery on Friday.
Anyway, I was told around 11:00 Monday 23rd that it would be delivered on 25th May. But then I got a UPS notice through the door on Monday afternoon, the phone had been picked up by UPS before today (Monday 23rd) from HTC and UPS tried to deliver today (I was in, but never heard the door bell or knock at door, UPS are crap as well). I had to travel to UPS centre to pickup my phone myself.

At this point, I just think, don't get annoyed, at least you've got your phone back. I open the parcel, the letter has my name spelled wrong, but a different IMEI number, which gets my hopes up, thinking the motherboard has been replaced as I was advised by HTC.

I open the box to find...
- The phone but
- NO battery
- NO back cover
- The phone has a number of surface scratches - nothing major, but anoying when I look after my phone, especially when a phone I send off for repair comes back more damaged than when I sent it
- The firmware was been flashed with Orange.
- I manage to borrow a Desire battery off a work colleague briefly (sadly didn't have my SIM with me, as I wasn't expecting the phone until 25th) only to power on and find that HTC have taken it upon themselves to install Orange firmware with all their crappy branding.
- My phone was purchased unbranded and I don't have an Orange SIM. As I have no battery or back cover, I can't test my SIM in the phone anyway, but I have no way of knowing if the phone will work with my SIM (when I eventually get a battery off HTC).

It gets better.

As I was now seriously annoyed, I put an update on my ticket email trail at HTC Global ContactUs System - MainLogin to reply to their emails.

Worst of all, I realised after I'd sent the reply, that looking in the phone, even though I was promised a replacement motherboard, and was told I'd have a new IMEI number, and the letter with the returned phone had a different IMEI - yes, you've guessed it, it's the same IMEI that I had originally, the motherboard hasn't even been replaced!

I then went to the above site - http://contactus.europe.htc.com/wFrmMailLogin.aspx to put another reply asking what the hell was going on, and guess what? Now, perhaps an hour or so later, my 'account does not exist' so either their website is broken (much like the HTC Tracking website) or they've closed the ticket down.

Utterly, utterly incompetent. It's embarassing and farcical. Some poor HTC Engineer is going to get an earful in the morning.

Rant over! Keep well away from HTC!

 

[ncjharris]

Well I had this issue - started a few months ago when I was using GPS and the screen for continued times, but then started to happen when the phone just got warm.

Anyway, rung up on Thursday 12th, agreed with the chap on the phone it was a problem, phone was collected on Fri 13th.

Agree with other posters, the HTC website has been pony - it reported that my phone had been collected but was awaiting delivery back to their office from Monday 16th to Thurs 19th. Fri 20th it changed to 'we are diagnosing your problem' & 'we are testing your device'.

Then yesterday it became 'we have repaired your device and one of our dispatch team will contact you shortly to arrange delivery'.
Imagine my surprise when I came home today and my phone had been delivered!
Luckily other half was in to receive, but didn't get any confirmation from HTC at any stage.

Think I have a new motherboard - didn't note the IEMI nr - but the mini SD connector is defo tighter.

Just restored all backups and not tested fully yet, but fingers crossed!!

 

[Martin87]

Hi everyone, wondering if someone who's been through the repair process can help. The status of my phone is now:

Your phone is ready for pick-up. Our customer service representatives or express delivery staff will contact you about a delivery schedule to return your HTC phone.

Trying to figure out when it will be delivered back so I'm actually in to sign for it, so I don't miss it. Spoke to HTC and they don't seem to able to tell me anything at all, no dates, times or anything.

Anyone know if I will receive an email when it will be delivered, a tracking number or anything like that?

Thanks.

 

[JohnnyBravo1000]

Does anybody have any idea how and if this affects Rooted handsets? I've rooted my Desire and flashed a custom ROM. However, I still suffer these random reboots.

I'm not sure if it's heat related, but it doesn't manage to fully reboot. I have to pull the battery and then reboot the phone. Often I have to wait a little while before this will work. If it's unsuccessful it will vibrate three or four times.

 

[Mosh]

Does anybody have any idea how and if this affects Rooted handsets?

It's a hardware fault, so rooting won't make it worse or better.

 

[JohnnyBravo1000]

It's a hardware fault, so rooting won't make it worse or better.

Thought as much.

I assume the only way to rectify this problem is to change the hardware?

 

[Mosh]

Thought as much.

I assume the only way to rectify this problem is to change the hardware?

Sadly, yes. I shipped mine back to HTC and a scant 5 weeks (*working* weeks at that, grr) they finally shipped it back. Been almost a year and not a problem since.

 

[JohnnyBravo1000]

Sadly, yes. I shipped mine back to HTC and a scant 5 weeks (*working* weeks at that, grr) they finally shipped it back. Been almost a year and not a problem since.

Cheers mate.

That is unfortunate. I'm due an upgrade fairly soon, so it's probably not worth my while sending it off; especially as I will have to unroot it etc.

I don't suppose you have any idea what causes the problem to occur? Is it totally random or temperature related?

 

[Mosh]

As far as I'm aware, HTC have never officially admitted the problem exists. They just fix it. In fact, far earlier in this thread I'm sure I recall a post where someone rang them and they barefaced lied to them about the problem saying they weren't aware of it, despite the huge number of people posting here who'd reported it.

If I was to guess I'd say it's a thermistor fault. Something's switching the system off (or resetting it) when it thinks it's too warm. It takes a cooling off period before it functions again.

 

[shackfan]

I have said this before, but mine overheats and restarts ONLY when on mobile network. When at work on wifi, it is fine. As soon as I come home and start using it, or in the morning when I wake up and use it it overheats and restarts. And it started when it wouldnt pick up my home wifi (BT). I can say 100% it DOESNT do it when on wifi. So I presume something in it has to work so hard when on the normal network that it just blows!
Until I know for certain they can repair and return within a week or so I will put up with it.

 

[Mosh]

Until I know for certain they can repair and return within a week or so...

Good luck with that. All repair / returns are quoted as "within 4 working weeks" if I remember the mail I got when I packaged mine off. Mine took almost 6.

 

[heat57]

I have said this before, but mine overheats and restarts ONLY when on mobile network. When at work on wifi, it is fine. As soon as I come home and start using it, or in the morning when I wake up and use it it overheats and restarts. And it started when it wouldnt pick up my home wifi (BT). I can say 100% it DOESNT do it when on wifi. So I presume something in it has to work so hard when on the normal network that it just blows!
Until I know for certain they can repair and return within a week or so I will put up with it.

I had mine sent to HTC 2 1/2 weeks ago for repair in connection with random restarts. In fairness to them, they picked it up on a Friday and it was returned via UPS the following Friday, i.e. within 7 days. However, just as one of the previous posters quoted they said someone from CS would contact me to arrange a suitable delivery time - nobody contacted me and it just magically appeared the day after I checked my ticket status online. One question for you guys/girls - HTC said they were carrying out a "hard reset" and I am not sure what this is supposed to be. If its simply a "factory reset" via settings, etc. then I would be really p****d off, because I have done this myself several times. Perhaps someone can shed some light on this for me.

 

[farazhassan]

Hey Hello everyone. I have been reading a lot about this rebooting problem in HTC Desire in particular but couldn't find a useful tip to get rid of it.
I bought an HTC Desire a month ago and It has the same problem. I gave it to different phone repairing shops but no use. I went to HTC dealer here in Pakistan but unfortunatly they wont repair my phone unless its in warrenty here in Pakistan and my phone isn't in warrenty.
However, I figured out that rebooting problem is with only those phone which have heating problem. So I put my phone in fridge and then switched it on. Guess what, I could use it for hour and a half with a single restart but when it got warm, it restarted automatically and kept doing it in a loop untill I took battery out.
Getting its mother board changed is the only solution for this problem. If you reflash you firmware or ROM it won't work. Yes, there are very few phone which got restarting problem because of custome ROMs or because of any software installed in it. However, 90% phones with this problem have faulty mobo in them.

If you have more findings, plz let me know

 

[farazhassan]

Its a hardware problem and will have to get motherboard changed for sure. There is no other solution to it.

 

[UKseagull]

My Desire is over a year old and I've had trouble with it from time to time, I haven't read all the posts so I'm not sure if it's the same trouble as others are experiencing?

Faults:-

• Sometimes rebooting
• Locking up
• Turning itself off and not rebooting

 

[JohnnyBravo1000]

My Desire is over a year old and I've had trouble with it from time to time, I haven't read all the posts so I'm not sure if it's the same trouble as others are experiencing?

Faults:-

• Sometimes rebooting
• Locking up
• Turning itself off and not rebooting

Yep, they are all problems solved by others.

I personally suffer from the last one occasionally.

I read a post on here where it was suggested that tightening up the screws around the battery can reduce or rectify the problem.

 

[mata.morrison]

Hi there, first post here. I've had my desire for 10 months and its being doing this for a while now, rebooting by itself, its very random, can happen 6 times a day or just once a week. However I dropped my phone last week and it has a smashed screen, will this affect me sending it back getting a new mother board for the phone? Should I replace the screen before I send it away? I seen videos on how do do this and I think i' capable as Vodafone quoted 100 to fix it.

What should I do?

Thanks

 

[mellow66]

Hi all, for me first time here too, ended up here because of the infamous crash everyone here is aware of. feels good to know it's not just my phone. i will be sending my Desire back any day now through a KPN shop here in the Netherlands. But before that I want to make sure I backup my contacts and photo's. It took me hours today to download HTC sync on my computer and then hook up the Desire to copy galery and contacts. However this is also a good reason for the Desire to crash (....). Does anyone have an idea how I can somehow backup or copy my galery pictures? I would really hate to lose all of them. Thanks for any tips or ideas!

 

[Hadron]

Gallery pictures are images on the microSD card, so you don't need HTC Sync to back them up. Install a file manager and browse around, you should see them there. You can always back up the card using a simple card reader, but you'd remove it before returning the phone anyway.

If you sync contacts with Google you don't need to worry about those. If not, then there's a backup/export option in the contacts app which will back them up to SD. If you want to keep text messages, there are apps which will back these up to the card (such as MyBackup) or to the cloud (such as SMS Backup+).