• After 15+ years, we've made a big change: Android Forums is now Early Bird Club. Learn more here.

Help DROID Incredible random restart/reboot problem

If you want this fixed, please email Verizion. Also, it's important that you call them and be sure they open a ticket. Remember to tell them this is not just happening in the south. If you don't get this email, they didn't open a ticket:

The issue you reported is being investigated. You will receive notification when the issue is resolved. Ticket # xxxxxxxxxxxxxxxxxxxx

Please do not reply to this email.
To contact Customer Service, please visit verizonwireless.com and click on Contact Us.
Verizon Wireless | One Verizon Way | Basking Ridge, NJ 07920-1097
To view our privacy policy, go to this link: http://www.verizonwireless.com/b2c/footer/privacy.jsp
 
wannainc said:
It seems sometimes it will just go blank...,then the verizon symbol will come up and the HTC quietly brillant logo, then will go back to home screen, (usually with a stock wallpaper instead of the one I had).
Click to expand...

That is called a reboot :)
 
I just got this response from HTC after I told them I didn't want to exchange for a new phone and that I was just looking for information:

Thank you for your response. We are currently aware of this issue and working to address this in the next MR (ROM update). Like all ROM updates, we cannot provide the exact date for an expected release, as there may be delays that are out of HTC’s control.
 
If you want this fixed, please email Verizion. Also, it's important that you call them and be sure they open a ticket. Remember to tell them this is not just happening in the south. If you don't get this email, they didn't open a ticket:

The issue you reported is being investigated. You will receive notification when the issue is resolved. Ticket # xxxxxxxxxxxxxxxxxxxx

Please do not reply to this email.
To contact Customer Service, please visit verizonwireless.com and click on Contact Us.
Verizon Wireless | One Verizon Way | Basking Ridge, NJ 07920-1097
To view our privacy policy, go to this link: http://www.verizonwireless.com/b2c/footer/privacy.jsp
Click to expand...

I called about 2 weeks ago and was told a ticket was open, but never got an e-mail. Does anyone have a ticket number I could reference if I call again?
 
You will need to create you own ticket. Tell them you want to create a ticket and would like it emailed to you. It's all in their script when they ask you questions to create the ticket: "Would you like an email, a Text or Both".

The fastest way to get to the correct person is to call Verizon:

(800) 922-0204
Monday-Sunday 6am-11pm

Required Prompt Responses: Enter your Cell #, Select 3 (tech support), In your own words, say what your problem is : SAY NOTHING!!!!! and wait for choices, Select 4 (smart phones) , Select 2 (Other Smart Phones), enter account password. You will be connected to the correct person.
 
I think I've found a way to recreate a reboot on demand but I'm not sure if this is "normal". If I reboot my phone(on purpose) WITH 3G OFF, and then turn 3g on, my phone reboots every time. But after it reboots, i can turn 3g off and back on again and it won't reboot. So if I reboot it(on purpose) WITH 3G ON, it won't reboot if I turn 3g off and back on. The random reboots happen with 3g on or off. If this is not normal, then I have an easy way to show the verizon tech an example of my problem when I go into the store today, but I'm not sure if 3g is something that requires a reboot to be activated.

I am strongly considering returning my droid incredible and waiting on the nexus one or any 3.7" screen, no-keyboard, snapdragon phone to come to verizon. I'm willing to wait until the end of the summer. The DI was announced only a few weeks before it was released so there could be another 3.7" phone coming soon. I don't like the DI's cheap plastic build quality anyway.
 
You will need to create you own ticket. Tell them you want to create a ticket and would like it emailed to you. It's all in there script when they ask you questions to create the ticket: "Would you like an email, a Text or Both".

The fastest way to get to the correct person is to call Verizon:

(800) 922-0204
Monday-Sunday 6am-11pm

Required Prompt Responses: Enter your Cell #, Select 3 (tech support), In your own words, say what your problem is : SAY NOTHING!!!!! and wait for choices, Select 4 (smart phones) , Select 2 (Other Smart Phones), enter account password. You will be connected to the correct person.
Click to expand...

did this, apparently two tickets are open for this issue so it's a known problem. and now we play the waiting game.
 
FWIW (and I'm sure I'll jinx myself now) since I set System Select to HOME, the thing hasn't rebooted AND I'm getting better battery life. Maybe it tries to roam to aggressively?
 
My reboots once a day also, I went to verizon store today tried to get some answer, those dumb kids work at verizon store told me that I need to install "Advanced Task Killer" because I have too many apps running at the same time....
I live in Dayton, Ohio
 
Sorry for the long post. Just need to vent. I was hoping my case was isolated, but I can see that it isn't.

I preordered my Incredible and it arrived on 29 APR. I enjoyed the phone initially, it was fast, great feel, and love the android os. I noticed a few instances within the first week where the phone rebooted and I chalked it up to an os update or something to that nature.

On 10 MAY, I woke up late for work because my alarm, which I use my phone for, had not gone off. (This is criminal in the military world.) When I picked up the phone I noticed it was rebooting. It would reach the Verizon splash screen, pause and then reboot back to the HTC splash screen. I tried a soft reset with no success.

I called the Verizon tech support and he told me I had downloaded a malicious program (which was not the case) and walked me through the hard reset. The phone made it to the activation screen and we ended our call as I activated the phone. Three quarters of the way through the setup, it rebooted again and got stuck in its perpetual loop. I tried another hard reset with the same results.

I called Verizon tech support once more and she agreed that it was a hardware failure and she would send me another phone before I departed the country on 15 MAY. I called today to check why phone has not arrived and was informed the Incredible is now on back order. They will not SHIP me another phone until June.

Now I'm left traveling with a borrowed phone, all of my contacts lost (my fault, always back up your info), a $550 paperweight, cell service that I can't even use (at $80 a month), and a second phone that I have payed for (another $200) but will not receive until June.

Bottom line - The phone is great, when it works. DO NOT BUY THIS PHONE. At least not yet. Wait for HTC to fix this issue or else you will be where I'm at. As for Verizon's customer service, I'm less than enthusiastic.
 
Sorry to hear about your problems. I don't think your issue is related to the random occasional reboot problem. Your phone was defective. But even that problem should have been discovered in testing.
 
Two more random reboots today, both when in low/no service elevator. I love the phone, but I do not like this problem...

I really hope Verizon takes not of this thread.
 
INTREPID-NY said:
Send an email about the problem to Verizon and a link to this thread.

Go Here to Send an Email to Verizon: Enter your location

Left Side of the page - "Send an Email"
Click to expand...

I sent one the first time I got a random reboot, but 2 more today has me a bit worried. I may give them until my 30 day return period is up before I consider giving up on the Incredible. I would really hate to since the phone's been nearly flawless in all other aspects, but this could be quite a problem.
 
SeattleYanksFan said:
I sent one the first time I got a random reboot, but 2 more today has me a bit worried. I may give them until my 30 day return period is up before I consider giving up on the Incredible. I would really hate to since the phone's been nearly flawless in all other aspects, but this could be quite a problem.
Click to expand...

I just sent them an email. If they can't fix this, then the INC is going back. I'll just get an old Moto RAZR until Sprint releases the EVO.

It is a shame that Verizon does not communicate with their customers, with regard to major issues such as this.
 
This is not the same issue I believe. My Inc has never rebooted while in use. But you never know. Mine reboots randomly while sleeping once or twice a week and seems related to low signal areas. I certainly can't make it reboot like this video demonstrates.
 
My phone had the random reboot issue since new. I chalked it up to bleeding edge software idiosyncrasies. The point I am at know makes the phone useless. The fact that Verizon will not ship a replacement piece until June, is a customer service problem with their company.
 
I'm upto 112 hours of uptime already. I've taken the elevators or been in low signal areas a bunch of times during this time with no reboots. So changing it to HOME is working for me. I'll post if and when it does reboot.
 
Anyone else in the Ca area with this problem?? Mine isn't too often but it does happen...usually when the browser is slow. I've had it since the release date and it's only happened about four times but still I don't like it lol
 
Delta said:
Anyone else in the Ca area with this problem?? Mine isn't too often but it does happen...usually when the browser is slow. I've had it since the release date and it's only happened about four times but still I don't like it lol
Click to expand...

I'm in SoCal now and have had at least 3 reboots. I don't think location has anything to do with it. Hopefully Verizon addresses this ASAP or I might have to switch to the EVO 4G, which I actually don't want to do.
 
Mine has started this ever since I arrived in DC for vacation. Will just randomly reboot. I can tell because the background will have changed.. Will have to see if it continues when I go home..
 
You must log in or register to reply here.
Back
Top Bottom