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Help Phone Shutting off randomly?
- Thread starter cryptarc
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- samsung captivate
SamsungCaptivated
Member
I'm sorry to be depressing. I like the phone, I really do and hope that a permanent fix is forthcoming soon as well as an official 2.2 OR 2.3 upgrade. I can still brag about the 6-axis accelerometer! Google Sky Map is amazing. What sold me on Android was my friend demo'd Google Sky Map in the middle of the desert while we were watching the Geminid meteor shower a few weeks ago. We were trying to ID the stars and constellations and he remembered that his Droid X had Google Sky Map. He pointed it at the sky and slowly swepted across the starfield and the phone display matched the stars we were looking at with identification names. I said "Wha??!! Please tell me that's not an iPhone...." He said "Nope. Droid X running Android." When I had a chance to go to AT&T, I asked "what is your top of the line ANDROID based phone that has the 6-axis accelerometer?" They showed me the Captivate and before they could tell me the features of the phone, I had already pulled out my credit card. LOL.
Just as a point of reference, I've had my captivate since August and I don't have random shutdowns. My phone has never been rooted nor have I installed any custom ROM's. Maybe it is a quality control issue with the hardware and I was fortunate to get a good one. However, my GPS is still sporadic.
I do run Advanced Task Killer. But I have the auto-kill disabled, and I have the security level set to high. So when I manually kill Apps, it only shows the top level Apps, and I periodically kill all Apps that I am not actively using. Maybe that's why I don't see the problem. I guess I could disable ATK and see if it starts happening to me.
Timberline
Member
Originally Posted by Timberline 
Well here I was thinking I'd dodged all the bullets: GPS works fine, no shutdowns, no significant lags......
And then the past few nights I leave my Cap on over night only to wake up the next morning with the power off, so I guess I've got the random shutdown issue now.
I'll take mine into the store where I bought it to see if they'll do a real time swap there - if not, guess I'll call ATT.
Update: I may have solved mine after it had begun consistently shutting down each night and sometimes throughout the day. I uninstalled Battery Solo Widget and it hasn't shut down since. It's only been a couple days but it's already more stable than with this widget installed.
Well here I was thinking I'd dodged all the bullets: GPS works fine, no shutdowns, no significant lags......
And then the past few nights I leave my Cap on over night only to wake up the next morning with the power off, so I guess I've got the random shutdown issue now.
I'll take mine into the store where I bought it to see if they'll do a real time swap there - if not, guess I'll call ATT.
Update: I may have solved mine after it had begun consistently shutting down each night and sometimes throughout the day. I uninstalled Battery Solo Widget and it hasn't shut down since. It's only been a couple days but it's already more stable than with this widget installed.
wclbrowneyes
Lurker
Santa just got me a new Captivate (ATT) for x-mas. the first couple of days, there were no issues. However, as of yesterday, it shuts down by itself few times a day!!?? I spoke with ATT and Samsung, neither could offer any solution.
I see a lot of folks are having the same issue. I love the phone so I am trying to avoid changing/returning to ATT etc. Does anyone have a solution for this issue please?? Thanks in advance...
I see a lot of folks are having the same issue. I love the phone so I am trying to avoid changing/returning to ATT etc. Does anyone have a solution for this issue please?? Thanks in advance...
Jack45
Android Expert
Santa just got me a new Captivate (ATT) for x-mas. the first couple of days, there were no issues. However, as of yesterday, it shuts down by itself few times a day!!?? I spoke with ATT and Samsung, neither could offer any solution.
I see a lot of folks are having the same issue. I love the phone so I am trying to avoid changing/returning to ATT etc. Does anyone have a solution for this issue please?? Thanks in advance...
First, welcome!
Santa gave you a lump of coal. Allow me to offer the only tried and true, solid solution: exchange it a.s.a.p.
zinfandelman
Lurker
Yes, mine shuts down too. I have not installed any apps. I have rerturned one for that reason and have received another one. It's doing the same thing. I will return this phone and will not purchase another. Poor design. 
Jack45
Android Expert
Yes, mine shuts down too. I have not installed any apps. I have rerturned one for that reason and have received another one. It's doing the same thing. I will return this phone and will not purchase another. Poor design.
Yes, but if your GPS is spot on it's worth keeping the phone...even if it refuses to stay on
."At Samsung, we breed disappointment."
zinfandelman
Lurker
Yes, but if your GPS is spot on it's worth keeping the phone...even if it refuses to stay on
"At Samsung, we breed disappointment."
Bummer, eh? I actually do think the device is teeming with wonderful features (including the GPS, actually). I dread that if my alarm phone fails to go off in the morning, I may be joining the ranks of the unemployed (or, I could just purchase an alarm clock). Regardless, it is rather disappointing - it does appear to be an otherwise user-friendly device - that it is afflicted with technological narcolepsy. Upon reviewing the previous posts, there is no doubt I was the unfortunate recipient of a couple of phones that were part of a bad product line. I refuse to throw any money at Steve Jobs and refuse to purchase an iPhone.
zinfandelman
Lurker
Santa just got me a new Captivate (ATT) for x-mas. the first couple of days, there were no issues. However, as of yesterday, it shuts down by itself few times a day!!?? I spoke with ATT and Samsung, neither could offer any solution.
I see a lot of folks are having the same issue. I love the phone so I am trying to avoid changing/returning to ATT etc. Does anyone have a solution for this issue please?? Thanks in advance...
Just out of curiousity - was yours refurbished, or was it a brand new one?
Jack45
Android Expert
Bummer, eh? I actually do think the device is teeming with wonderful features (including the GPS, actually). I dread that if my alarm phone fails to go off in the morning, I may be joining the ranks of the unemployed (or, I could just purchase an alarm clock). Regardless, it is rather disappointing - it does appear to be an otherwise user-friendly device - that it is afflicted with technological narcolepsy. Upon reviewing the previous posts, there is no doubt I was the unfortunate recipient of a couple of phones that were part of a bad product line. I refuse to throw any money at Steve Jobs and refuse to purchase an iPhone.
First, welcome!
Second, good-bye!
Seriously, although this, my third Captivate doesn't suffer from shutdowns, I don't use it as an alarm clock. My trusty old Nokia 6650 with battery-sipping technology serves that purpose (ah, do I wish that Nokia wasn't asleep at the wheel). But I digress.
Lag - gone via a custom ROM (Assonance 5.2)
GPS - I'm living without. If I get lost, I know I'm lost and don't need the phone's GPS function to tell me that. Every time I've tested it in my closet I can't get a signal. I suppose I need to come out of the closet.
I'd exchange it for a newer unit that has been identified as not having the power management fault. It is, a fine device, even though you need to "make it your own" for it to work as it should have out of the box.
Re: iPhone and Jobs...don't get me started.
SamsungCaptivated
Member
As I've said before.... I believe ALL Captivates have a defect. It's too random that some people with brand new, most up to date firmware (JH7) manufactured in Nov this year with barely any apps installed (that would be me) have the shut down problem. Another poster with a brand new Christmas gift Captivate also has powering off problem. Others with certain apps have powering off problems. Others with clean slate, nothing modified, nothing installed Captivates have powering off problems. Others who have custom ROMS, Froyo 2.2 installed (not official, of course), peaked and tweeked OS still have powering down problems. And then there are those who don't seem to have any problems at all. It's too random.
Even though it seems random between all users, there is one certain thing going on. The phone's OS or firmware program is sending a command to the phone to power off, just like as if the battery was low even though your battery is at full charge. That's why for me, CKA works. It prevents the "turn the phone off" command from being sent to the phone when the battery is at full charge. It is now day 11 with CKA running and my phone has been flawless. As a test, I turned off CKA to see what would happen. Guess what! My phone powered off on its own. Another weird thing. When running on battery AND even with CKA running, using the phone's ALARM will turn your phone off. So, it is software related. If you don't use the ALARM, the phone stays alive. Its been consistent with my phone. Just like Jack45, I use a separate alarm for the morning. BUT!!!.... if you use the phone clock ALARM when it's plugged into the charger, it work fine and the phone won't power off on its own. That, too, has been consistent with my phone.
Just my 2 (more) cents worth.....
Even though it seems random between all users, there is one certain thing going on. The phone's OS or firmware program is sending a command to the phone to power off, just like as if the battery was low even though your battery is at full charge. That's why for me, CKA works. It prevents the "turn the phone off" command from being sent to the phone when the battery is at full charge. It is now day 11 with CKA running and my phone has been flawless. As a test, I turned off CKA to see what would happen. Guess what! My phone powered off on its own. Another weird thing. When running on battery AND even with CKA running, using the phone's ALARM will turn your phone off. So, it is software related. If you don't use the ALARM, the phone stays alive. Its been consistent with my phone. Just like Jack45, I use a separate alarm for the morning. BUT!!!.... if you use the phone clock ALARM when it's plugged into the charger, it work fine and the phone won't power off on its own. That, too, has been consistent with my phone.
Just my 2 (more) cents worth.....
SamsungCaptivated
Member
I guess we could fill up Samsung's warehouse with returned Captivates and keep on swapping it out over and over until we end up with one that doesn't power off on its own but, it's such a pain in the ass to keep having to "personalize" the phone over and over with the new unit...
I am a At&t Tech, the captivate does have a powering off issue, it is not have been said if its a software related or hardware related, but if you purchased a captivate before November 8,2010 more likely your device has this issue, replacing the battery will not fix the issue or a master reset on the device, Samsung and AT&t are aware of the issue. Steps to getting it fixed, is that you need to call the att warranty or go to your nearest att device support center to get the device replaced. As of right now that is the only way of getting this issue fixed. Alll the devices that the warranty have are the newly fixed captivates. Certain IMEI'S ON THE DEVICE HAVE THIS PROBLEM,I CAN NOT DISCLOSE THE IMEI'S, BUT HAVING THE DEVICE REPLACED FIXES THE ISSUE. -att tech
Santa just got me a new Captivate (ATT) for x-mas. the first couple of days, there were no issues. However, as of yesterday, it shuts down by itself few times a day!!?? I spoke with ATT and Samsung, neither could offer any solution.
I see a lot of folks are having the same issue. I love the phone so I am trying to avoid changing/returning to ATT etc. Does anyone have a solution for this issue please?? Thanks in advance...
I am a At&t Tech, the captivate does have a powering off issue, it is not have been said if its a software related or hardware related, but if you purchased a captivate before November 8,2010 more likely your device has this issue, replacing the battery will not fix the issue or a master reset on the device, Samsung and AT&t are aware of the issue. Steps to getting it fixed, is that you need to call the att warranty or go to your nearest att device support center to get the device replaced. As of right now that is the only way of getting this issue fixed. Alll the devices that the warranty have are the newly fixed captivates. Certain IMEI'S ON THE DEVICE HAVE THIS PROBLEM,I CAN NOT DISCLOSE THE IMEI'S, BUT HAVING THE DEVICE REPLACED FIXES THE ISSUE. -att tech
Would the AT&T Tech Support person, on asking my IMEI, determine whether to send me a new unit or a new battery? She asked it, then said they just needed to send a new (different type) battery. I purchased around the date you specified, maybe a bit before. I don't remember.
And why can't you disclose the IMEI's? If you already here saying this, then why not disclose them? My guess is you may not know them, but just say that
.Perhaps it is the case that first they try a cheaper battery replacement, then do a full unit replacement only if that fails. What is the procedure/policy? Isn't it defined somewhere? Can you give it to us? Please
Thanks for the info. Though I could have logged in and said that myself. Give us some real insider info to prove you are AT&T Tech
SamsungCaptivated
Member
If Samsung and AT&T is aware of this issue, wouldn't you think they would have sent message to those affected to swap out the equipment? AT&T tech guy, we need proof because as of today, calling AT&T tech support is still a crap shoot. The one I spoke to didn't know anything about it. AT&T corporate store didn't know anything about it. All they said was "our exchange policy is 30 days."
I'm still debating whether the grammar is an indicator he is indeed an AT&T Tech guy, or if it means he isn't
. He is clearly a non-English speaker, OR someone typing on a mobile device (probably exactly how I sound).I think they would indeed be legally (and certainly morally) obligated to do so. It isn't a safety hazard, but a pretty big issue and any ethical manufacturer would do just that.
Would the AT&T Tech Support person, on asking my IMEI, determine whether to send me a new unit or a new battery? She asked it, then said they just needed to send a new (different type) battery. I purchased around the date you specified, maybe a bit before. I don't remember.
And why can't you disclose the IMEI's? If you already here saying this, then why not disclose them? My guess is you may not know them, but just say that
Perhaps it is the case that first they try a cheaper battery replacement, then do a full unit replacement only if that fails. What is the procedure/policy? Isn't it defined somewhere? Can you give it to us? Please
Thanks for the info. Though I could have logged in and said that myself. Give us some real insider info to prove you are AT&T Tech
I can get you the imei's 2morrow
I can get you the imei's 2morrow
Then I will arrange a BJ for you, if I'm able. (DISCLAIMER: That is a joke, I am not actually a pimp). Thanks
I work at the support center, the sales people dont know shit, att tech support over the phone dont know anything, all they know what to do is ask the customer to take the battery out, and just wipe your phone. Go to a device support center.
SamsungCaptivated
Member
I agree. If I was Samsung, I would want to nip this in the bud now and take a smaller loss than allowing it to fester and get bad reputation. They are attaching the Galaxy S class name to a lot of devices and it won't help them in the reputation with future products if the internet lights up with blogs and forums detailing major problems with their products.
And AT&T Tech guy, thank you. I would indeed like to check my IMEI against your list to see if mine falls under the "identified" IMEI range of phones with the powering off problem, cause certainly mine does!
SamsungCaptivated
Member
May I make a suggestion? Perhaps AT&T the corporation should streamline and make efficient their internal communication policy. If the Support Center IS aware of the problem with Captivate, maybe that information should be filtered out to ALL AT&T wireless tech support center and sales locations. That way, when a customer calls or comes in to express concerns about their brand new phone shutting off randomly, they aren't told a bunch of bogus info and made to feel like an idiot. When a loyal customer is constantly told that they aren't aware of any problems and it's isolated to your phone only, it really tests the patience. A simple, "Yes, we are aware of a problem with the phone and at this time, there is no verifiable solution from Samsung or AT&T" would go a long way to minimize customer anger at AT&T. I like the phone, don't get me wrong. I would like to keep it. A simple statement from AT&T that they are aware of the problem and a solution is being worked on is a lot better than keeping us in the dark about whether there is a problem or not. We know there is a problem, but does all of AT&T know also?
Another thing... when we exchange the phone, we would like a NEW unit. I paid for a new unit, not a refurbished one initially. I've had mine for less that 2 weeks. If I go in to exchange it, or if AT&T agrees to send me a replacement, I don't want a refurbished unit. I PAID FOR A BRAND NEW PHONE.