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Help Phone Shutting off randomly?

Nothing worked for me. It seems to be a hardware problem.

I called AT&T yesterday, the person i spoke too did not know of this memo, but he found it. He had me talk to their warranty dept. The gal i talked to there just had me check the IMEI number and confirm that the water test marks were still white and said they would ship a replacement. I called at around 3pm Alaska time. Package showed up this morning, less than 24hrs later. Only real problem was the FedEx guy dropped it off at the wrong house (WTF? The house numbers are on all the homes around here). Anyway, the new phone's IMEI is above the one shown in the memo (but Samsung's product registration says it was mfgd on 8/6/10), so hopefully this one does not have the same issue.

They even included return shipping for my old phone. All of this was at no cost to me. Overall, i'm pretty happy with the service i received. So now i'll keep my fingers crossed and see what happens.
 
Well folks, looks like AT&T wireless just dropped the price on the Captivate to $149.99 with 2-years agreement. It was $199.99 just 2 weeks ago. That could mean only one thing.... they are starting to clean out their inventory to make room for new model. If pricing model is any predictor, if AT&T drops the price of the Captivate to $99.99 in about a month, that pretty much means the product life cycle is coming to an end for the Captivate which most likely means the Captivate won't be available after June. (that would make it one year on the US market, which is about the norm for cellphone product shelf life).
 
when my other phone started to shut down. First time 2 weeks ago, second time last week and twice since this morning. Still monitoring reman used by wife.
 
I find it very bothersome that Samsung nor AT&T have put out a fix for this issue. According to the threads this is obviously a problem. My Samsung Captivate randomly shuts itself off. When I press the button to unlock the phone I then realize it is off. Then by pressing it the phone will turn back on for what seems to be a quick reboot.
I also planned to use my phone (as I have for years with other models) as an Alarm Clock.
This is not a small issue, really not having the ability to rely on your phone to stay on is a problem. What about emergencies or work related phone calls? I cannot afford to have my phone off at random intervals.
So again I am displeased with the response from Samsung and AT&T. I am considering returning the phone. I have had it for 2 weeks and have spent hours online looking for a fix or at least acknowldgement of the issue with an ETA for a fix. If it is even fixable, then a recall would be nice.
 
My phone stated shutting off or powering down what ever you want to call it about a week ago. I contacted samsung tech and the told me to do a factory reset which I did and so far it has been fine. I saw where it was only certain phone with a build date after 11/12/10 or something like that I do not know how to check this on my phone.
 
I've had this Samsung Captivate for about 2 months. I replaced the first one within thirty days at best buy. The second one I've babied by caring it in a soft case and another soft case. The shutting down problem has continually gotten worse. I tried taking off apps hoping this would solve the problem. I called AT&T and they were updating reloading their end..but it this apparently didn't work and they suggested just taking it back. I have also been to the Geek squad twice since I bought their package, but they just act like take off a few apps and this should solve the problem. But my phone keeps shutting down. I'm convinced its related to the phones ability to find AT&T's signal and probably something to do with their firmware. Anyway I'm going to have to demand it be replaced. That being said I love this phone in the way it works as I'm using it especially with wi-fi, but unfortunately I like an alarm clock and the ability to know when I've missed a call.

I'm going to do a full reset which I don't really want to do, but this was what AT&T rep thought would work best.
 
Kells1001 said:
I'm going to do a full reset which I don't really want to do, but this was what AT&T rep thought would work best.
Click to expand...

If you are affected by this problem (and not some other problem related to apps), that is not going to help. At BEST, it may mitigate the condition so you don't see it as often. On my old device, I noticed that I could make it happen less if I did this or that, but never SOLVED the issue. New device I don't have to walk on eggshells. I can load it up completely, and all is good, no matter what.

Remember, GUIDE your person to the memo quoted here (it is in their system, but they must be guided to it): xda-developers - View Single Post - At&t captivate shut down press release
 
jcollake said:
News link about this issue: Samsung Galaxy S Update Turn Off: Samsung Captivate Turns Off, Shuts Down in Standby if Made Before 11/06/10 - WIRELESS AND MOBILE NEWS
Click to expand...

Sorry, but I have a Q (for anyone) still.

If my IMEI is a lower number than 3529... is it older? Or is the first part not the important identifier here, but rather the last digits? (Mine are still lower than listed on that site. But I don't know much about IMEIs, do they always get larger indicating a lower number is an older phone? Nothing to do with that? Etc.)

I bought my phone at the end of Nov., but maybe I got an old phone. :/ I was hoping not, the box does identify the SW version as the later UCJH7.
 
Glucklichste said:
Sorry, but I have a Q (for anyone) still.
If my IMEI is a lower number than 3529... is it older? Or is the first part not the important identifier here, but rather the last digits? (Mine are still lower than listed on that site.)

I bought my phone at the end of Nov., but maybe I got an old phone. :/ I was hoping not, the box does identify the SW version as the later UCJH7.
Click to expand...

I bought mine a bit earlier than you, but as I've stated in updates, the IMEIs in their document are NOT all inclusive. I forget my IMEI, but it was out of that range. Still, it was manufactured within the given time frame, so was affected. It was also their 'first batch' at that store (the last of it, lucky me).

Also, I am not for sure on their IMEI numbering system, and see conflicting reports on if the first 4 digits are significant, or the last 4 --- so I'm not going to be able to definitely answer your question.

I think this is a technical error in their document. If you are experiencing random shutdowns in standby mode and bought your device in November, then you ARE affected. The firmware version is the same for all, no software differences exist (afaik), though my original faulty one did initially have the older firmware. Still, you sound affected, and reports from users would confirm that. Forget everything but getting a new device, unless you want to waste countless hours and get your hopes high, then dashed, over and and over.

UPDATE: In fact, so far the only known working devices have been given as of the end of Dec (when I got mine, and another poster got his). Both ours are doing fine thus far. It does take some time for this problem to manifest (strangely), but it is looking good so far (probably just jynxed myself). Some people have been through 4 and 5 phones...
 
Thanks jcollake, is there any way to check when my phone was manufactured? (Now if nothing else, out of curiosity?)

I hesitate to get a "new" device as I might get an older one with more issues. (Not to mention the hassle of fighting/begging, dealing with transferring stuff, and having a new phone again. Boo.) My GPS has been pretty great. I had zero shut downs for at least a month, which is a main reason I am not necessarily convinced it's a phone issue for my case.
 
Glucklichste said:
Thanks jcollake, is there any way to check when my phone was manufactured? (Now if nothing else, out of curiosity?)
Click to expand...

Probably, but I don't know it. Sorry. I got my manufacture date by inference, through a date written on the box on the UPC portion. I assume that's probably when the store received it. Even that date is older than the Nov date of affected devices.

If your phone isn't shutting off, or hasn't in a month, then I guess I misread (oops), as that isn't as much of a problem as most have had. Of course, like I mentioned, I found subtle variations in usage or installed apps can mitigate the issue. There seems to be some 'tipping point' on affected devices. In my case, I found that, strangely installing PayPal (or not) was the tipping point. Not even using it, just installing it. It was weird. This new phone I have loaded up with all the same stuff and more, not a single shutdown -- ever.
 
Also, out of curiosity, take a look at your battery prongs. Are all 3 in perfect alignment, or is one off by a millimeter or less (a manufacturing defect I found on my first phone, but not on this second one)? I am NOT saying that is the issue, but just trying to determine if this is something others have seen.
 
My Captivate was manufactured on Nov 6 according to Samsung's website when I registered it (phone was purchased on Dec 15th). The IMEI was outside the range posted in the "memo". The phone came from the factory with JH7 firmware already installed. Two days into it, the phone started shutting down on its own. I only had Google Map, Google Sky Map and couple of apps installed at that point. The apps were installed the day I purchased the phone but the shutdowns started 2 days later, so I don't think its the apps that were causing the problems otherwise it should have started immediately after installing the programs. I installed CKA and have not had a single random powering down since. GPS was initially useless but after installing GPS status and messing with the AGPS setting and leaving the phone on GPS status running for over an hour (allowing for ephemeris and almanac data to completely download) I haven't had any problems with the GPS. In fact, it's dead on accurate and lock-up is within 10 - 15 secs.

I was going to return the phone but since the random powering off has been "patched" using CKA, I decided to keep it for fear of returning a good working phone and getting a crappy half disabled phone like some have experienced. I've loaded quite a few more apps into the phone and no issues have surfaced.

I did call AT&T tech support just in case and they found the "memo" regarding the powering off issue. The tech placed a note in my account regarding the powering off issue on my phone and basically noted to customer service to replace my device. I plan to keep using my existing phone as at this point I don't have any problems, but as soon as a single issue comes up, I will drive to DSC (which I found out was very close to me!) and tell them to read the note in my account and I will demand a new phone.
 
My wfe used reman for three days and shut down once. My phone was shutting down every 30 minutes when exposed to cold (in outside pocket of my ski jacket). Called ATT again and told them that they are providing garbage to their customers and demanded brand new equipment. I have to wait few days for call back.
BTW. my phone doesn't have any apps installed yet.
 
a2gtinut said:
My wfe used reman for three days and shut down once. My phone was shutting down every 30 minutes when exposed to cold (in outside pocket of my ski jacket). Called ATT again and told them that they are providing garbage to their customers and demanded brand new equipment. I have to wait few days for call back.
BTW. my phone doesn't have any apps installed yet.
Click to expand...

While getting upset is easy to do, and understandable (i do it).. I find it inevitably makes things worse. So, try to be polite to the support people. Like I've recommended before, if you get 'the wrong person' on the phone (someone who is not sounding sympathetic or helpful), get off the phone and call again. The person you speak to matters a lot. Guide them to this memo we've posted here. It is in their system.

As for the other poster -- Yes, apps don't matter at all, EXCEPT in some cases they can push your phone over the 'tipping point'. It is a hardware issue at fault here, or driver issue.. but most likely hardware.

Here's to hoping my replacement phone stays at it.. 19 days and counting.
 
I exchanged my Captivate one week ago at an AT&T service center and here are the results so far:

1. No more random power downs (previously they would occur a few times per day)
2. No more random buttom presses (previously the home button would randomly start acting like it was being pressed over and over very quickly)
3. No creaky backplate release tab (previously the gray tab at the bottom of the back side of the phone that releases the backplate was loose and "creaky" when you touched it - you can find other people reporting this issue if you search)
4. GPS seems a bit faster to lock, but still needs improvement

Hopefully none of these issues return. My original captivate was manufactured in August 2010 and started experiencing the shutdown bug in mid-November, about 2 months after I bought it. As time went on the frequency of the shutdowns steadily increased.

I received a refurbished replacement. According to the AT&T rep at the service center, a refurbished unit may contain internal circuitry that has been used in a previous phone, but must contain a brand new exterior. This is just an FYI for anyone who was wondering.

The AT&T rep was aware of the random shutdown issue and exchanged my phone without any trouble. He also backed up all of my data and text messages (but not apps) and put them on the new phone.
 
SamsungCaptivated said:
My Captivate was manufactured on I did call AT&T tech support just in case and they found the "memo" regarding the powering off issue. The tech placed a note in my account regarding the powering off issue on my phone and basically noted to customer service to replace my device. I plan to keep using my existing phone as at this point I don't have any problems, but as soon as a single issue comes up, I will drive to DSC (which I found out was very close to me!) and tell them to read the note in my account and I will demand a new phone.
Click to expand...

That is a good, practical idea. If our phones (me and that other guy) both make it to 60 days, then I'd pull the trigger (figuratively speaking). Plus, by that time, more time to get any bad inventory out of the system (which they sadly chose to sell instead of recall, WTF).
 
I was nice to ATT. Explained the situation and that I am not happy with getting reman which is defective as well. I told them that i have two phones with same issue. I went through 4 phones since last week of November. first phone had random shutdown and not able to restart withoutpulling bat. and was dropping from network. brand new one last 30 day before shutting down. Wife's phone was fine for about 30 days and started to shut down up to 5 times a day. What makes me angry is that I am paying for service and equipment which is ............. I am regretting getting new phones.
 
I certainly am not here to defend any corporation, let me say that much ;). If you get an idiot on the phone, be sure to get off and call back. The person you talk to matters. If nobody is helpful, escalate until you get to the top. If THEY aren't helpful, go to the BBB. They HAVE to publicly respond to any BBB complaint, else their rating gets lowered. Of course, that doesn't stop sites like FreeCreditReport.com (D rating) and approx 11,500 complaints in last 36 months.

I guess we should remember that there are true scams out there though, while this was more an accident that needs to be made right -- and has been in my case (and I hope all others in time). At least, so far... I'm kind of waiting for this new phone to die, though sure hope not, and 19 days is a good place to be. I'm not installing any new apps or doing anything for at least 60 days, to check for this problem.
 
Also, AGAIN, you MUST guide your support person to that memo (on their system), because they usually do NOT find it themselves for whatever reason.
 
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