Samsung BREAK TouchWiz - Must Read

[BrokenAndroid]

Okay, No one believed me in my previous thread, so here is the proof. Below is an email sent to me by Samsung Australia when I asked them about a ****-up they did with the latest TouchWiz update for Android 4.0.4.

The problem is, I can NOT add or change the apps in my favourites dock at the bottom of the phone screen. Their ****ing solution is to hard reset the phone. As you can see by their email, they admit that there is no way to change the apps on the favourites dock anymore...


Dear xxx,
Thank you for contacting Samsung Customer Care.
I appolagise for any inconvenience this has cause you.
This is a new feature of the Galaxy S3 Android 4.0.4.
If you currently have an emtpy space in the dock we will be able to resolve the issue by resetting the operating system using our Hard Reset procedure.
You will need to reset your entire device back to factory default using our Hard Reset procedure.
A Hard Reset will wipe all data on your device and re-install a back up operating system which is stored on your internal device memory.
You will need to back up all user generated data before performing a Hard Reset.
To back up your handset with Samsung Kies you will first need to install Samsung Kies, below is a link to the latest version of Samsung Kies.
http://www.samsung.com/au/support/usefulsoftware/KIES/JSP
If you already have Samsung Kies installed you will not need to download Samsung Kies again.
Once Kies has been opened on your computer you will need to plug your handset into the USB port on your computer using the cable which was provided with your handset.
Once the device has been plugged into the computer you will need to left click on the model number under Connected Devices on top left hand corner of Kies.
When you have clicked on the model number you see four options on the right hand side, Basic Information, Sync, Backup/Restore and Import/Export. We will need to select Import/Export.
Import/Export allows you to export files from your handset to a location on your computer of your choosing.
You can also use the import feature to import files from the computer onto your handset.
To perform a Hard Reset you will need to Dial *2767*3855# into your keypad just like you would dial an ordinary phone number. The handset will restart and turn itself back on automatically. Once the handset has completely restarted the handset will be ready to use as normal.
If you have any further enquiries, please do not hesitate to contact Samsung Customer Care on 1300 362 603.
Thank you for contacting Samsung.
Kind regards,
Kieren
Samsung Customer Care
http://www.samsung.com.au

 

[Szadzik]

So you say that you are angry because, even though the they try to help you, you deny doing what they tell you to fix it/ try to fix it?

 

[mdr76]

You've read the email wrong, let me translate for you....

Hello customer,

I'm sorry to hear that you've had problems. The issues that you are experiencing is with a feature that is new to 4.0.4, which is the ability to change the apps in the dock, it wasn't previously available on earlier versions of Android. Please allow me to endeavour to solve this for you.

If you do a very simple hard reset, your problems will be fixed and you will be able to change the dock apps once again, just like everyone else in the world that is running this version.

Thanks,

Helpful Samsung employee.

That's how I read it anyway, but I wasn't reading it through a red haze of mis-placed anger.

 

[Shotgun84]

The hard reset may be a bit of overkill. It might be worth going to application manager and clearing data for touchwiz first.

 

[Baldilocks]

Are you sure you doing it right??

 

[BrokenAndroid]

The hard reset may be a bit of overkill. It might be worth going to application manager and clearing data for touchwiz first.

Good answer - I'll try this.

Are you sure you doing it right??

Oh yeah - I could change them before the update.

Okay, so, when I rang Samsung, a technician said that it was a TouchWiz update that stuffed my phone. He said it was the second TouchWiz update for 4.0.4.

 

[mdr76]

Good answer - I'll try this.



Oh yeah - I could change them before the update.

Okay, so, when I rang Samsung, a technician said that it was a TouchWiz update that stuffed my phone. He said it was the second TouchWiz update for 4.0.4.

So they didn't "admit that there is no way to change the apps on the favourites dock anymore"?

I appreciate that you'll probably ignore me again, but when you accuse Samsung of 'breaking' TouchWiz, as opposed to just an update gone wrong, it might be an idea to get the facts out there so that if your initial accusation is correct, people can act accordingly.

 

[tonster76]

The hard reset may be a bit of overkill. It might be worth going to application manager and clearing data for touchwiz first.

I tried this - it was a good suggestion. But still no... can't edit home dock bar! I guess I'm looking at a hard reset... but not sure why I won't just receive the 2nd update that breaks it again

 

[tonster76]

Good answer - I'll try this.



Oh yeah - I could change them before the update.

Okay, so, when I rang Samsung, a technician said that it was a TouchWiz update that stuffed my phone. He said it was the second TouchWiz update for 4.0.4.

Thanks for sharing BrokenAndroid... I've been stuck on it for days following all the threads and guides that I can... really frustrating not to be able to edit the Dockbar of my own unlocked phone. I could understand if it was the carrier that wanted to lock my icons, but samsung themselves! I agree "broke it" with a new feature according to the email response you shared.

 

[fdbryant3]

Personally I'd just switch to another launcher like GOLauncher, but I have no great love TouchWiz to begin with.

 

[hbryder]

Okay, No one believed me in my previous thread, so here is the proof. Below is an email sent to me by Samsung Australia when I asked them about a ****-up they did with the latest TouchWiz update for Android 4.0.4.

The problem is, I can NOT add or change the apps in my favourites dock at the bottom of the phone screen. Their ****ing solution is to hard reset the phone. As you can see by their email, they admit that there is no way to change the apps on the favourites dock anymore...


Dear xxx,
Thank you for contacting Samsung Customer Care.
I appolagise for any inconvenience this has cause you.
This is a new feature of the Galaxy S3 Android 4.0.4.
If you currently have an emtpy space in the dock we will be able to resolve the issue by resetting the operating system using our Hard Reset procedure.
You will need to reset your entire device back to factory default using our Hard Reset procedure.
A Hard Reset will wipe all data on your device and re-install a back up operating system which is stored on your internal device memory.
You will need to back up all user generated data before performing a Hard Reset.
To back up your handset with Samsung Kies you will first need to install Samsung Kies, below is a link to the latest version of Samsung Kies.
http://www.samsung.com/au/support/usefulsoftware/KIES/JSP
If you already have Samsung Kies installed you will not need to download Samsung Kies again.
Once Kies has been opened on your computer you will need to plug your handset into the USB port on your computer using the cable which was provided with your handset.
Once the device has been plugged into the computer you will need to left click on the model number under Connected Devices on top left hand corner of Kies.
When you have clicked on the model number you see four options on the right hand side, Basic Information, Sync, Backup/Restore and Import/Export. We will need to select Import/Export.
Import/Export allows you to export files from your handset to a location on your computer of your choosing.
You can also use the import feature to import files from the computer onto your handset.
To perform a Hard Reset you will need to Dial *2767*3855# into your keypad just like you would dial an ordinary phone number. The handset will restart and turn itself back on automatically. Once the handset has completely restarted the handset will be ready to use as normal.
If you have any further enquiries, please do not hesitate to contact Samsung Customer Care on 1300 362 603.
Thank you for contacting Samsung.
Kind regards,
Kieren
Samsung Customer Care
http://www.samsung.com.au

Just out of curiosity how are you trying to edit them? I have the latest version and I have absolutely no issues changing them.

Also as I understand it a hard reset is no big deal, it isn't a factory reset so you lose nothing.

 

[DroidPatrick]

Also as I understand it a hard reset is no big deal, it isn't a factory reset so you lose nothing.

Sorry hbryder, that isn't true. According to the e-mail that BrokenAndroid quoted:

You will need to reset your entire device back to factory default using our Hard Reset procedure.
A Hard Reset will wipe all data on your device and re-install a back up operating system which is stored on your internal device memory.
You will need to back up all user generated data before performing a Hard Reset.

For those of you who have no problems re-arranging dock icons (these are the Phone/Contacts/SMS etc. icons at the bottom of the home screen), count yourself lucky. The latest firmware from Samsung for the S3 DOES INDEED remove the functionality of rearranging or replacing your dock icons. (Note that the latest version may not be rolled out to all carriers however, so even if you are not seeing any available updates and you're not having any problems rearranging dock icons, your network may not yet have released the version with this functionality removed. Just be sure not to update if they do)

You used to be able to click and hold on the icon and drag it to re-arrange or drag any other icon into its place. Now, with the latest update, clicking and holding on the dock icon does nothing, in fact clicking and holding any home screen icon or widget does not allow you to move them any more. You now need to press options key and "Edit" first before you can move icons/widgets around the home screen, but as soon as you do, the dock icons are hidden by new Create Folder/Create Page/App Info/Delete icons). I can provide screenshots for anyone doubting this.

Ironically, if you placed a shortcut to a different application in your dock before the botched firmware update, it will stay there after the update but be unmovable and unremovable.

If you uninstall that application, 4.0.4 will not let you put an application back into its place and you will be left with a gap on your home screen. I guess that's what happened to you BrokenAndroid.

If you do a very simple hard reset, your problems will be fixed and you will be able to change the dock apps once again, just like everyone else in the world that is running this version.

I guess I'm looking at a hard reset... but not sure why I won't just receive the 2nd update that breaks it again

Unfortunately, I think you're misunderstanding the "solution" that Samsung provided. Hard resetting (factory resetting) your device is NOT going to return the function to re-arrange your dock icons. That function isn't coming back unless you can downgrade firmware, use custom firmware, possibly an alternative launcher or if they add it back in a future firmware update. Apparently this function is gone and as far as I know, Samsung refuse to acknowledge this as a bug of their recent touchwiz modifications, apparently it's a feature (a feature which removes a feature? If you say so Samsung...) which is really, really frustrating.

Notice the wording that they used:

If you currently have an emtpy space in the dock we will be able to resolve the issue by resetting the operating system using our Hard Reset procedure.

They didn't say "if you currently have problems changing/customising dock screen icons.." only "if you have a gap (that you can't fill)" The only thing that factory resetting your device is going to do is reset your home screens and dock icons back to default. Thus the gap that you have now will be reset with the default application that was there when you first got the phone. You still won't be able to put your own app there, re-arrange your dock icons or otherwise customise those icons in any way. It seems lots of people are complaining about this on the vodafone blog. Unfortunately all responses from Samsung to Voda and their customers at this stage say it was supposedly an "intended" change and not planned to be fixed.

I strongly encourage anyone annoyed by this to lodge a complaint with Samsung. If enough people complain they may actually bother realising that people want that feature back and that it might be worth getting one of their programmers to fix their bug. Register your complaint to big S here: Email Product Support - Samsung

 

[Musky]

I'm sorry some are having problems!

What carrier's Samsung S3"s are affected by this? Our family has four Verizon S3's and I can move Dock icons around flawlessly on all of them. I can empty the dock and move any icon I like on and off of it.

 

[DroidPatrick]

Lucky

Musky, may I ask, does your android version report 4.0.4? I presume there are no further updates available for your device(s)? Apparently there was another update that didn't change the firmware version past 4.0.4 but caused this issue for some people, but I guess it's worth asking.

Also, do you have to go into [options key > edit] before you can move icons/widgets around your home screen normally?

I wonder if it's the Australian firmware that has the problem. I'm on Optus (Australia) and I noticed many people from Vodafone (Australia) complaining of the same issue. Either google favoured Australian results when I was searching for a solution or perhaps the problem is regional-specific.

 

[Musky]

Lucky

Musky, may I ask, does your android version report 4.0.4? I presume there are no further updates available for your device(s)? Apparently there was another update that didn't change the firmware version past 4.0.4 but caused this issue for some people, but I guess it's worth asking.

Also, do you have to go into [options key > edit] before you can move icons/widgets around your home screen normally?

I wonder if it's the Australian firmware that has the problem. I'm on Optus (Australia) and I noticed many people from Vodafone (Australia) complaining of the same issue. Either google favoured Australian results when I was searching for a solution or perhaps the problem is regional-specific.

Yes, the two I have in front of me have 4.0.4. There was an OTA last week, but I don't think it changed the version number. All I need to do is hold my finger down on any icon on the dock, including "Phone" and I can slide it off to the desktop and move another one into it's spot. I have Handcent and Boat Browser icons in place of the default messaging and browser icons.

 

[gthau]

Finally someone pinned their support team on this! Which number/email/URL did you use in order to find someone at Samsung willing to answer support questions about TouchWiz? And in Australia, too!

A detailed bug report on this was dismissed by their Dev support folks, here -
developer.samsung.com/forum/board/thread/view.do?boardName=GeneralB&messageId=215822

There's also some frustrated users in this thread, which has some screenshots:
http://forum.xda-developers.com/showthread.php?p=33696781#post33696781

I would really rather not stuff around looking for a 'Maps' icon on one of the 'swipe screens' while I'm driving, just because I couldn't dock the icon at the bottom of the screen.

But most importantly, why? Why would they remove the ability to do this??

 

[Musky]

In the second link you posted, I see one person having this problem and then almost a two month gap before you made the last post in the thread. Nobody else complained about this in the two-month gap or since your last post there?

The problem seems to be very phone specific. Have you tried a reset? I know that is kind of drastic for the issue your having, but if it really troubling to you, you might want to give it a try?

 

[gthau]

Confirmed directly via Samsung Livechat -

(Samsung Support): Hello, Thank you for contacting Samsung Mobile Chat Support Australia. May I start with the model of your mobile device and a description of your problem please?

(Customer): I-9300T. I'm having a problem changing the icons at the bottom of the screen in TouchWiz.

(Samsung Support): I apologise for any inconvenience but this is a new feature which has been installed in the latest firmware update, but you can be assured there is no fault with your device. This may change in future firmware updates but we do not have confirmation at this time.

(Samsung Support): This is a feature with the current Android version you are running. Unfortunately, you are unable to edit or move the home dock icons. With the previous version of Android on that Samsung device, you were able to move and edit the dock icons.

(Customer): Can you direct me to the 'Android' version that causes the problem then?

(Samsung Support): It's not a problem and this feature is on the firmware version 4.0.3 Ice Cream Sandwich and 4.1.1 Jelly Bean. Unfortunately, there are no updates available to change this feature. If you wish to complain, please send us your feedback to samsung_mobile_support@wds.co


Just... can't see why they are calling it a 'feature' all the time. Reeks of doublespeak b/s.

[livechat trimmed for brevity, and privacy]

 

[DroidPatrick]

I got my hopes up when you said someone "pinned" the support team.

I thought the support team actually replied to this problem without side-stepping the issue or they actually promised to do something about it. From your quoted links, doesn't look like that's happening.

Just as an update to this thread, this is an issue that affects AUSTRALIAN firmware only. For some reason, stupid Samsung Australia have decided to disable this feature in the Touchwiz code before releasing ICS/Jelly Bean updates to Australian carriers. Who knows why!!

There are a large number of public customer complaints on the Optus and Vodafone forums (and probably Telstra too but I haven't read them), I personally have sent two rather direct e-mails to Samsung Australia complaining about this, with little more than a "we know, deal with it" reply back from them, and some people have even gone to the trouble of phoning Samsung Australia directly and being passed around to various departments before being shut out without a legitimate reason.

If you find anything interesting.. please let us know.

Edit: Musky, this is Australia-specific. Unfortunately a reset/factory reset will not help. It's baked directly into our firmware. Sure, people may not be complaining in this thread but we are using Australian forums to make our complaints. I can search around and provide links if you're interested. This effects every user in Australia on a Samsung phone (S2, S3, Note, Note 2 etc) on every Australian carrier, excluding people who bought their phone from overseas.

 

[Musky]

That truly sucks! Why on earth would they pick one region and make a unilateral decision to fix something that wasn't broken? And JUST in that one region! Reminds my of some of the older Microsoft updates, but even they came to their senses eventually. Sorry I couldn't be of help, but thanks for explaining the details of this issue!

 

[funkylogik]

can anyone explain why samsung are talking about using Kies and a short-code just to reset the phone?

seriously use another launcher mate.... the samsung mail read like a generic reply badly translated to english tbh

 

[DroidPatrick]

Thanks Musky.
Yes it does suck

There are only three reasons I can think of:

1. Removing the dock icons may have originally been an accident that they won't admit to and haven't bothered fixing. Originally, the problem started when they made it necessary to select "edit" from the options menu before touchwiz allows you to drag icons around your home screen (frustratingly noob-ifying the phone so that people don't accidentally move home screen icons), but the problem is the dock icons disappear when you enter edit mode, replaced by four other icons like "new folder", "new page", "app info," etc. thus making it impossible to move dock icons in edit mode since they disappear and in non-edit mode since they are locked. These four icons are gone in the latest firmware but the dock icons still don't appear in edit mode either. Seriously though, wtf is with edit mode? As if clicking and holding every single icon you want to move wasn't enough.

2. Far more sinister though, is the theory that they are trialing this limitation here in Australia first, gauging the response and then unloading it unsuspectingly on the rest of the world. You're all going to be in this mess if this happens! We're trying to protest the changes but it seems to be impossible to get anything from/through to Samsung Australia.

3. Finally, it is suspected that, as usual, this has something to do with apple and their lack-of-fair-competition-sue-everyone-they-can-patent-portfolio. Not that apple are renowned for customisations, but who knows. The Apple vs Samsung battle is fairly heated in Australia so maybe we're first off with this change, and I wouldn't be surprised if this leads back to point 2 anyway..