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

Help HTC desire crashes and restarts randomly

Well I've been having this problem for some time but haven't had a chance to get the phone off to HTC.

Yesterday it did it and hung on the HTC splash screen so I had to pull the battery. Can't boot, can't get into recovery and have tried practically everything to get it fixed. Running a generic RUU gives me a Customer ID error despite the fact I have 2 goldcards which worked before. Can't access the phone through adb either.

So I'll phone HTC tomorrow and get it sorted. My major problem is it is rooted and I can't unroot. As there isn't a way of accessing the phone or anything else I'm hoping they flash over it and wipe root without realising.
 
If I'm returning an unbranded Desire to Orange with this problem will they care, or should I revert to a branded stock ROM before I send it?
 
Phoned HTC on Monday. UPS collected same day.

Phone has been sent back today for delivery tomorrow. I'll await to see what they've done but that is a very quick turnaround.
 
inchiquin said:
Hi Andy,
I would reconsider if I were you, stay well away from the desire. I am so frustrated with my one, it's now gone in for repair, not sure how long I will be without it, The whole thing stilks, it seems to me that they are not even trying to resolve the problem with the Desire. The same old story once the customer is out the door they could not give a flying S#it
Regards,Sean
Click to expand...


Sean, I know you would not recommend a desire but what would be the phone of your choice?
 
Mine was picked up on the 10th and delivered back today (17th) so I can't fault HTC for their speed of service. It has a new IMEI number so I presume it's had the mo-bo replaced.

Not had chance to test it with maps yet, that will be the acid test. Still gets warm at the back when web browsing and charging so don't know what to expect really. My hope is that HTC have dealt with that many returns for the same problem, that they know exactly what to do and how to do it now.
 
UPS tried deliver today but they wouldn't leave it with a neighbour as per the note on my door. Grrrr.
 
Is this happening with certain serial numbers or are they just a random thing? I got mine from Telstra on Tuesday... Have also noticed in diff forums its not just HTC related..
 
Received my phone back from HTC and they've replaced the motherboard (I've deduced that from the change of IMEI number). Must say I'm impressed with the HTC repair process, getting my phone back within days was not what I expected.
 
I've just got mine back from O2 today, also with a new motherboard/PCB. It's only taken 9 days so am pretty impressed, but I will be marking it on the calendar just in case ...

Incidentally, O2 are now making a big thing of using packaging that will go through the standard letterbox so you don't have to be at home when it comes back! 10/10 for that, definitely :D
 
I think I know what the problem was with my phone. There is nothing holding the sim card except for a little bit of friction.
Vibrations and gravity will slowly pull the card downwards, out of the holder. When it has slided about 1 mm the rebooting problem starts. You can test this by pulling the sim card down about 1 mm and see what happens.
So I made sure that the sim card was inserted as far as it can go, then I taped it down. Haven
 
webDing said:
I think I know what the problem was with my phone. There is nothing holding the sim card except for a little bit of friction.
Vibrations and gravity will slowly pull the card downwards, out of the holder. When it has slided about 1 mm the rebooting problem starts. You can test this by pulling the sim card down about 1 mm and see what happens.
So I made sure that the sim card was inserted as far as it can go, then I taped it down. Haven
Click to expand...
 
Upon reading the previous threads, seems I have been one of the lucky ones. I have had my Desire almost a year now and I am only just having the reboot issue!! If it weren't for the fact I am on a two year contract, I would probably put up with it!!

My phone will restart, go to home screen but then immediately restart, sometimes three or four times and the only remedy is removing the battery :mad:

I have also noticed that the phone gets incredibly hot when this is happening!! I rang O2 who said they would send it off to their in house repair team but when I told them HTC would collect it, they told me to let them repair it. Wondering now though if HTC are actually going to try and fob me off?! :confused:
I did the system reset, lost everything on my phone and it was fine for a couple of days!!

My phone is being collected on Friday, I will try and remember to post on here what HTC's solution to the problem was but if we're not satisfied, think we need to start threatening with the media as this is in no ways a cheap phone!!!!
 
These issues don't affect the majority of people, you are unlucky. My understanding is HTC do all of the repairs, a bit like all iphones go to Apple. So O2 would have just sent it off to HTC anyway.

Why don't you wait and see if HTC fix the problem before trying to go on the rampage? You may be pleasantly surprised! I hope it gets fixed with no issue.

I have noticed that most phone brands have some horror stories. I was a loyal Sony Ericsson customer until I had some terrible reliability issues with two of their models. Even Apple has problems with their products, despite what others would have you believe. It's a real shame that reliability isn't better on these products.
 
Did anyone try to send to HTC broken Desire with unofficial ROM? Say Oxygen? Will they repair it anyway or they will say that it was my fault and wouldn't fix it?
 
I emailed HTC via their customer service form on htc.com, I thought someone might like to see the reply:

Dear xxx,

Thank You for contacting HTC. With regards to your enquiry I can help you with that.

I am sorry to hear that you are experiencing a reboot issue with your device.

The first thing we would try is a soft reboot.
You can do this by removing the battery while the device is turned on, leaving it for 30 seconds, then replace the battery and then turn the device back on.

If this does not work the next thing to do would be to perform a hard reset. This will restore the device back to its original factory settings , removing out any bugs that may be in the system.
You can do this by:

Warning: Resetting your phone will erase all data stored on the phone memory completely. Remember to back up the phone information and settings.

1. With the handset turned off, press and hold the Volume down key. With this key held down, press and release the Power key.
2. Release the Volume down key. Press the Volume down key twice to highlight Clear Storage.
3.Press the Power key.
4.Press the Volume up key.
5. The handset will now restart. Once the restart is complete, the handset has been successfully reset to factory settings.

If this does not work, please call into our support centre to have your device booked in for repair.

United Kingdom English +44-845-890-0079 Mon - Sat 09:00- 18:00 (Mon - Fri) 09:00- 13:00 (Sat) HTC Global Warranty Service: +44 1279 206906

I trust this will resolve your query.

To send a reply to this message or let me know I have successfully answered your question log in to our ContactUs site using your email address and your ticket number.

Sincerely,

HTC

(I haven't tried either suggestion yet, nor do I expect either to work based on what others have said.)
 
They almost certainly won't work, but it's as well to remove all data via a factory reset anyway just in case your phone goes astray in transit (as mine did, but that's another story).

When I booked mine in for repair I was asked whether or not I'd performed a hard reset (which I had to no avail), and this was included in the comments on the ticket they e-mailed to me so it's obviously relevant to them.

My repair was carried out and the phone despatched back to me within a week.
 
i share the sentiments of fellow htc desire users here who have been experiencing crashes and reboots. i had the same problem before when i got my new htc desire from an htc shop just a month ago. i had to do several factory resets and was extremely careful everytime i reset, with the apps i installed on the phone.

my last factory reset is about two weeks old now and so far it has rebooted only twice, once when i was accessing the android market and another time when i attempted to add a city to the weather application. in both cases there was a message that indicated the problem involved the htc sense.

i hope htc will be able to fix this problem since it appears to be a recurring one based on the posts on this site. or hopefully, the update to gingerbread in june will fix the issue.

how come htc cant some up with a definite explanation as to whether it's a software or hardware issue? i love this phone....
 
I would guess it could be a software or hardware fault. If you keep factory resetting then it's hardware.

Phone HTC and explain that you've factory resetted and it still does it. Also explain you've done a clear storage via HBOOT. Also explain that it happens with or without the SD card inserted. Once they're satisfied you have tried everything to establish a hardware fault they should repair.
 
Mine was collected by UPS today, impressed that HTC offered a next day pickup when I rang at about 2pm yesterday.

Hopefully I will have the phone back and in a working condition soon, i'm guessing I should expect to have a new IMEI number from a replacement board?

Can anyone who has had their Desire returned confirm that the restarting / overheating problem has stopped.

Ben
 
Hi I have had this problem since around Christmas time when I surf the net at home at work it just randomly reboot's so frustrating.I am with orange and have been paying the
 
Bunjiweb said:
Mine was collected by UPS today, impressed that HTC offered a next day pickup when I rang at about 2pm yesterday.

Hopefully I will have the phone back and in a working condition soon, i'm guessing I should expect to have a new IMEI number from a replacement board?

Can anyone who has had their Desire returned confirm that the restarting / overheating problem has stopped.

Ben
Click to expand...

It has stopped completely for me. Not even a hint at overheating. Hope yours is the same.
 
my desire crashes when on g3 or on gps goes into reboot cycle only way to stop it is tsake battery out that dont always work ,
htc said it was sim , t-mobile charged me
 
You must log in or register to reply here.
Back
Top Bottom