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Help Questions about an Evo3D locking up

L

LaceRocks

Newbie
Bought the phone 5 days ago, and within twenty minutes of having it, it locked up with a black screen and was unresponsive. Since the original order was a gift, I took the 4G that was purchased and exchange it in store for a 3D, paying the $35 restocking fee, even though the phone was literally 2 hours old. Sprint is now telling me that they cannot help me and will not exchange the phone since I've had one exchange within the 14 days.

The phone got progressively worse and now locks up almost 15 times a day. It usually happens when I go to unlock the phone, or after it sits idle for awhile. I installed a program to capture the error logs but have no idea what they mean. Sprint had me do a factory and hard reset on the phone with no luck. The service center even ran it through their diagnostics program Slate and it came back fine.

Any help would be greatly appreciated!

Sprint EVO 3D

Android 2.3.4
Software # 2.17.651.5
Baseband version 1.06.00.1216
Kernal 2.6.35.13-g277012f (htc-kernel@and18-2 #1 SMP PREEMPT Mon Dec 12 15:59:16 CST 2011)
Build # 2.17.651.5 CL245066 release-keys


Logs -

--------- beginning of /dev/log/system
02-28 12:48:21.637 E/StatusBarPolicy
( 384): initial bt icon:false
02-28 12:48:27.563 E/ActivityThread
( 443): Failed to find provider info for android.server.checkin
02-28 12:48:33.612 E/Vold
( 135): Set handling read only 0
--------- beginning of /dev/log/main
02-28 12:48:37.796 E/mode10
( 460): Fail to load timeline from asset.
02-28 12:48:37.796 E/mode10
( 460): Timeline load failure
02-28 12:48:37.906 E/MediaScannerService
( 627): Failed to delete file /data/data/com.android.providers.media/pause_scan
02-28 12:48:37.906 E/mode10
( 460): Fail to load timeline from asset.
02-28 12:48:37.906 E/mode10
( 460): Timeline load failure
02-28 12:48:38.097 E/mode10
( 460): Fail to load timeline from asset.
02-28 12:48:38.107 E/mode10
( 460): Timeline load failure
02-28 12:48:40.569 E/MediaScannerService
( 627): Failed to delete file /data/data/com.android.providers.media/pause_scan
02-28 12:48:40.799 E/STT:mtd
( 154): mtd_open(): cannot find MTD partition [local]!
02-28 12:48:42.231 E/Rosie
( 460): snapshot failed
02-28 12:48:44.012 E/STT:mtd
( 154): mtd_open(): cannot find MTD partition [local]!
02-28 12:48:44.983 E/MediaScannerService
( 627): Failed to delete file /data/data/com.android.providers.media/pause_scan


Found another log file from another crash -
--------- beginning of /dev/log/system
02-28 10:04:15.303 E/StatusBarPolicy
( 385): initial bt icon:false
02-28 10:04:16.196 E/ActivityThread
( 417): Failed to find provider info for android.server.checkin
02-28 10:04:21.210 E/Vold
( 135): Set handling read only 0
--------- beginning of /dev/log/main
02-28 10:05:18.105 E/CameraService
( 140): Invalid picture count: 1
02-28 10:05:18.155 E/CameraService
( 140): Invalid picture count: 1
02-28 10:05:18.175 E/CameraService
( 140): Invalid picture count: 1
02-28 10:05:18.185 E/CameraService
( 140): Invalid picture count: 1
02-28 10:05:18.286 E/CameraService
( 140): Invalid picture count: 1
02-28 10:05:18.896 E/CameraService
( 140): Invalid picture count: 1
02-28 10:05:18.946 E/LocationHandler
( 1089): mLocationManager == null
02-28 10:05:21.138 E/mode10
( 442): Fail to load timeline from asset.
02-28 10:05:21.138 E/mode10
( 442): Timeline load failure
02-28 10:05:21.138 E/mode10
( 442): Fail to load timeline from asset.
02-28 10:05:21.138 E/mode10
( 442): Timeline load failure
02-28 10:11:13.111 E/###
( 385): mContext: com.android.systemui.statusbar.StatusBarService@40539020
02-28 10:11:13.182 E/LOG_TAG
( 432): StartWidgetsServiceerror: widget overlay issue
 
Can you describe what you're doing when the unit crashes? Because from the first log it looks like you're trying to connect to a PC through the USB cable when it crashes.
 
jerofld said:
Can you describe what you're doing when the unit crashes? Because from the first log it looks like you're trying to connect to a PC through the USB cable when it crashes.
Click to expand...

I may or may not have had it plugged into my laptop to charge during those crashes. I cannot remember. With simple browsing and playing with the phone, it dropped to 50% in about 3 hours so I charge it throughout the day.

It happens mostly when I go to unlock the phone. Either hitting the power/unlock button on top, or when I go to drag the circle to unlock it.

HTC Sense just crashed a bit ago as well while I was browsing the Android Market.

This thing is plagued with problems it seems :(
 
im not really following what you are saying but i will try to help.

this is exactly what you need to do:

factory reset the handset

re format the SD card in the phone
once you have entered your gmail primary e-dress, try and re create the crashes.

if you do not get any crashes, the handset is fine

if you are getting crashes, it could be software related and/or battery and/or USB cable related.

try two different usb cables when charging.

if the handset is brand new. its under warranty. take it back. go to a different store.

we can talk all day but not having the handset in our hands, its difficult to diagnose.
 
marctronixx said:
im not really following what you are saying but i will try to help.

this is exactly what you need to do:

factory reset the handset

re format the SD card in the phone
once you have entered your gmail primary e-dress, try and re create the crashes.

if you do not get any crashes, the handset is fine

if you are getting crashes, it could be software related and/or battery and/or USB cable related.

try two different usb cables when charging.

if the handset is brand new. its under warranty. take it back. go to a different store.

we can talk all day but not having the handset in our hands, its difficult to diagnose.
Click to expand...


Did what you said. A few minutes after it was all done, the phone sat idle, then I went to hit the power button to turn the screen on and it did not light up. The buttons on the bottom lit up then went out and the screen stayed black. Had to pull the battery out to restart it.

Guess I'll try and call Sprint one last time before I cancel my contract. :(
 
yeah not much you can do after you perform a factory reset. if you indeed bought this new and not a refurbed handset, then its just defective. if you can reproduce the issue just as you stated you did just now, then you should have no issues showing a tech at the store. again try a different store. e-mail customer support and i would even go to the sprint forums, the official sprint forum, and reach out to a SP rep there. document document document!
 
When you call Sprint ask for account services, not customer service, you will have to explain everything in detail, and tell them you want a replacement, the phone they most likely gave you was a refurbished one, did you see then take the second phone out of the original packaging ?? Do not take no for an answer, and if you don't get anywhere with them, then send a quick email to Dan Hesse, you will see how quick they respond ;)



LaceRocks said:
Did what you said. A few minutes after it was all done, the phone sat idle, then I went to hit the power button to turn the screen on and it did not light up. The buttons on the bottom lit up then went out and the screen stayed black. Had to pull the battery out to restart it.

Guess I'll try and call Sprint one last time before I cancel my contract. :(
Click to expand...
 
Just a late update on things. I sent my phone to HTC's repair center and they replaced the motherboard in the phone. Seems to be working great now, except for the fact they didn't fix the dead pixel in the screen. The rep told me that note was in another section apparently. Just my luck.

Now I have to send it out again, and wait yet another two weeks at least. At least they're sending me a prepaid label (Which I haven't received yet and it's been 24 hrs), and I scored a new HTC Arrive from the Microsoft Store. Had my old blackberry curve activated while the 3D was in repair. I must say I miss my Android. This windows phone has nothing even close to Android's platform.
 
Another update -

I sent the phone out two more times to HTC to get the dead pixel fixed, which they finally did on the third time sending it out. After I got it back with everything "fixed" I tried activating it and had absolutely no 3G, phone would not provision on their network and no data or internet what-so-ever unless I was on 4G or wifi. After a month of fighting them, they agreed that it's been repaired three times and sent me a brand one now, which arrived today.

New phone seems to be working perfect. My 3G icon is actually up in the top toolbar and I have data service now. I'm hoping this phone stays working and I have no more problems...except dealing with Sprint who has charged me a 2nd activation fee and an upgrade fee now which is the next thing I have to deal with. :boxing:
 
Wow lace... I can say, you've got the worst sprint story to tell that I've heard in a long time.

Call directly up to account services and explain what happened through this whole thing. Have documentation of when you sent the phone in (4 times including the new one I'm assuming), and just tell them you should NOT have to pay the activation fee of either phone after having to go through all this shenanigans.


I hate it when there's asshats in a management position that throw customers around like this... you can definitely complain about the store you went to as well, and how they were of no help, and didn't want to help you.




As for the phone, I've been happy with mine since I got it. Just an ICS Rom based on the virgin mobile stuff, amazing difference. Standby time is easily 6x better than it was running gingerbread, not to mention the phone is LOADS smoother and faster all around. Games play a little better, etc. Definitely worth rooting and keeping. I have no desire to upgrade to the Evo Lte now. At all.
 
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