V20 issues reported to LG

[brawlman]

I will have to ask an admin how to make sure this becomes a main thread post and not one buried among new thread posts? If anyone knows give me heads up how to do this...

I would like to try and unite V20 users to voice our concerns, and to make sure they respond by holding them accountable when you don't get a reply to BOTH links-
LG customer feedback
Email questions to LG Service Center Representative

I would suggest keeping a copy on something like Evernote, which is free, and synced to their cloud server...

Here's what I've reported thus far-
1) Automatice Brightness Issues (Not working)
2) Screen Sensitivity issues (not responding to paste function in Firefox browser/Samsung Acct for S-Health)
3) Verizon(LG) Software Upgrade Assistant not working (Won't repair or upgrade/button grayed out?)
NOTE: There seems to be some confusion that #3 is the Settings/System update/check for system update via the phone, but in fact IS NOT THE SAME... "System Update" via the phone is Over The Air, aka OTA and is done via Wi-Fi or Data over phone. What I'm referring to is a joint program between carrier and LG, and so far I know of only VZW offering it BUT have been trying to have those with other carriers to do a search on LG website, which I found by carrier below by model # to see if you can update your phone's software via connecting the phone to a PC/MAC and use the software to update?
I AM NOT ASKING YOU TO UPDATE YOUR PHONE SOFTWARE via the program given. What I am asking is whether or not it shows you what software version you have and the ability to update, and whether the button to "UPDATE" is grayed out like what I experienced in VZW/LG software update tool with both of my VZW V20 phones...

T-Mobile (Model # LGH918TN H918 Titan (Doesn't look like it was available in Silver?)
There's a LG Bridge that isn't really straight forward but says-
Features

• Device SW update
• Backup data to PC/Mac and restore from PC/Mac
• Cable-free USB connection
  
  

Cautions

• LG Bridge is a new, light-weight piece of software that works with the LG G4 and later.
• Some of the 2015 range of LG mobile devices may not be compatible with LG Bridge and would recommend using LG PC Suite.
• You may also find that some features of LG Bridge may be limited depending on the device, region and / or network.
• The backup / restore feature of LG bridge is not compatible with LG PC suite.

Sprint (Model# LGLS997)
LG Mobile Drivers and Software
or Type is LGLS997 into the search here for LG Bridge, PC Suite for Windows/MAC, or Mobile support tool for Windows

AT&T (Model# LGH910 H910 Silver)
Help Library Where you'll find LG mobile drivers and software



Justerini,

Thank you for acknowledging my frustration, but am still further troubleshooting the issues and believe after replacing the first V20 that just yesterday encountered the exact same issue with the 2nd V20 demonstrating 2nd display registering a long press and going into settings after tapping the sound button to move from sound to vibrate, 3 times in a row mind you, I'm convinced there is a glitch with the capacitive touch screen!
As stated above, there are some other steps I will be taking, to include the first Factory Data Reset (FDR) on the 2nd V20 and will monitor from there...
The 2nd V20 is still on the VS99511A software (1st on VS99512A) that it came with and won't be upgrading to the VS99512A until I can isolate the long press issue and whether it returns after the FDR.
Both phones are still under Costco's 90 day return policy and have not returned the first V20, which I did (2) FDR and is still doing the same issues of
1) registering a long press on 2nd display and within a 3rd party text app Textra in which instead of entering a person to text it registers as a long press and selects
2) abnormal auto brightness in which when adjusting the baseline slider can watch it move to the left and dim the display to "0" most of the time. To include not adjusting in dim lighting conditions and or in well lit lighting conditions adjust downward. The 2nd V20 has experienced only upward movement of the baseline slider after adjusting it brighter after not self adjusting as I believe it should...
3) After copying not being able to paste after pressing the screen. I've found that I can paste only when I long press on the cursor and not normally next to it. I might add also that there are times that the paste function does not pop up at all or again only if on the cursor...

So in closing, the second V20 clearly shows in items 1) and 3) two related issues to the capacitive touch screen with touch sensitivity... I will add that there is no screen protector or case on either phones and if memory serves me correctly on the 1st V20 can replicate this in safe mode but will confirm this later...
I will also confirm on the second phone in safe mode as well...
Being that (2) V20's are experiencing two of the same symptoms and again shall confirm after FDR then there would be an issue with the capacitive touch screen.
Once this has been determined then I might send in a phone to repair but because two phones are experiencing this I find it more than a coincidence...


Sincerely,
not pleased first time LG user
Dan Brawley

On December 23, 2016 2:25:06 PM PST, LG Service <lgcarecenter@lge.com> wrote:
GSFS

------Reply to Your Inquiry-------


Hi Dan,



Thank you for contacting LG Email Services.


I do apologize for the inconvenience that you are experiencing with your phone. I understand how frustrated and upset you are, as anyone would be in your situation. You are a valued customer and we regret to hear of any problems you have encountered with our products and we’re very sorry as LG doesn’t expect this to happen. Since factory data reset is not working, we can offer a repair on your device.


We have setup an easy process for you to complete a request online. You can visit www.lgmobilerepair.com to complete the repair request on-line. You will receive an email with the instruction on how you will send your device to us after completing the online repair request.


Once you are done with the request, if your device is still under warranty, you will receive a free shipping label so you won’t pay for anything for the shipping of your device to our repair facility.


The warranty is valid only for 12 months from the date of purchase, liquid and cosmetic damages. Otherwise it will be returned to you as it is. The process for repair would take 7-9 business days from the time that we receive your device on our repair facility to the time that you can have it back.


I hope this information has been helpful in addressing your concern.


Once again, I apologize for all the inconvenience.


Should you have any other questions, please feel free to contact us again via Email, Live Chat, or Phone by calling 1-800-793-8896. For any concern about phone, tablets and headsets repair request you can visit www.lgmobilerepair.com.


Thank you for choosing LG Electronics. Have a great day!



Sincerely,

Justerini

---

LG Customer Service

Toll Free number: 1-800-793-8896

LGEAI | Customer Interactive Center

Monday- Sunday


This communication is confidential, intended only for the named recipient(s) above, and may contain trade secrets or other information that is exempt from disclosure under applicable dissemination; distribution or copying of this communication by anyone other than the named recipient(s) is strictly prohibited. Thank you!


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-----------Original Customer Inquiry------------

Received Date : 12/23/2016 00:55 40

The type of inquiry : Software Drivers/Updates

Product/Model No. : /LGVS995




1) VZW wireless software upgrade asst not working properly, update button grayed out and undetectable on 1st phone (2) FDR performed, after each OTA, same issue... 2nd phone no change and told to FDR? Really? Uninstalled/installed no change... Clearly software issues...

2) Software Ver: VS99511A experienced 2nd screen issues with 1st V20 having long press issues going into settings and not doing its function? SwiftKey keyboard not recognizing letter "M"

2b) 1st V20 VS99512A second update long press issues AND paste function issues where I couldn't paste or found that could only paste if I long pressed only on the cursor and not like the usual long press anywhere near the paste area? Reason I don't want to OTA 2nd update and want to use the software update tool...

3) Auto brightness not working? Adjust baseline on 1st V20, low lighting and went to "0". Low lighting dim screen? Why even adjust the baseline if suppose to auto adjust? 2nd V20 adjusted brighter and went brighter after?

 

[Napalm]

Interesting. I will say you have had the string of issue - with 2 different devices.

I'm curious as to what they end up saying is wrong with it. Have you sent it off?

 

[brawlman]

Interesting. I will say you have had the string of issue - with 2 different devices.

I'm curious as to what they end up saying is wrong with it. Have you sent it off?

I have not. After the 2nd V20 FDR things are a little better, but from what I'm seeing, a post on XDA-Developer forum someone else was having lag issues with the screen with texting as well. I think LG increased the response time. There is a setting for this but didn't notice a difference on the 1st V20

 

[sreum]

Verizon did a good job chopping up and taking out a lot of the software that other carrier versions of the V20 has.

I'm on T-Mobile and don't have any of these issues. So its hard to say who's at fault here.
Verizon for butchering the V20 or LG for allowing it.

 

[brawlman]

Verizon did a good job chopping up and taking out a lot of the software that other carrier versions of the V20 has.

I'm on T-Mobile and don't have any of these issues. So its hard to say who's at fault here.
Verizon for butchering the V20 or LG for allowing it.

Sreum getting off point a bit. I'm trying to find out if anyone else is having issues with the 3 things mentioned in the original post?
1) Automatic Brightness issues? (How does your phone adjust when transitioning from dim to bright conditions?)
2) Screen Sensitivity (are keystrokes not recording,lagging?)
3) If your model V20 (Settings/about phone) has a software upgrade assistant on LG website? (is your software up to date and if not can the software, if available update or is the button grayed out?)

Napalm you mentioned in another post not having issues with screen sensitivity and auto brightness, but how about #3 and the software upgrade tool as well? What carrier?

I noticed when I was using a player yesterday on my V20 that it had very fine perimeters for up/down arrows and check boxes that the capacitive touch screen has no accuracy whatsoever. It only responds to within a finger touch parameter and not even using the very tip of the finger gets an accurate response on my 2nd V20 after the FDR. This is a common thread with the 1st V20 showing worst in this area than the 2nd one...
I think the type of screen used on the V20 over an AMOLED screen was a bad choice on LG's part...

 

[sreum]

Sreum getting off point a bit. I'm trying to find out if anyone else is having issues with the 3 things mentioned in the original post?
1) Automatic Brightness issues? (How does your phone adjust when transitioning from dim to bright conditions?)
2) Screen Sensitivity (are keystrokes not recording,lagging?)
3) If your model V20 (Settings/about phone) has a software upgrade assistant on LG website? (is your software up to date and if not can the software, if available update or is the button grayed out?)

1) auto brightness works as it should. If turned on it adjusts brighter or dimmer depending on the lighting I'm in. If I turn auto off than it manually stays where I place the brightness.
2) no issues with screen lag. I use the stock keyboard.
3) the update center under about phone is not grayed out.

I 'm on T-Mobile

 

[brawlman]

1) auto brightness works as it should. If turned on it adjusts brighter or dimmer depending on the lighting I'm in. If I turn auto off than it manually stays where I place the brightness.
2) no issues with screen lag. I use the stock keyboard.
3) the update center under about phone is not grayed out.

I 'm on T-Mobile

Thank you for the reply.
Let me elaborate more on item #3, as it is separate to the software update that is done over the air (aka OTA).
LG's website, link in original post above, and discussed in detail about searching by your carrier model# (My VZW model# is VS995).
T-Mobile model # listed in your phone under "about phone" and something like hardware info, or may vary by carrier. Once you have your carrier specific model#you can input it after going to LG website link listed. There may or may not be a carrier specific software upgrade tool that LG made available, BUT if there is it would allow you to upgrade your software to your phone, and tell you what you have currently. The point is that even with Wi-Fi and a strong signal you could potentially have glitches introduced into your phone... This happened with my first phone. This software was brought to my attention by Verizon tier 2 tech support. Perhaps T-Mobile's tier 2 tech support could tell you but you could easily find out with the steps I just gave you...
As to the keyboard, I too am using the LG keyboard and what I find is tapping to another word to correct/backspace a letter in a text or this forum causes the cursor to jump to in correct locations. Likewise when typing there are times when no space is put in and I get two words connected. Other times I backspace and the second part of a word repeats itself...
Forgive me for rambling...
In short maybe I've been spoiled with Samsung and had a good run before the Note 7 fiasco, in which I had no issues with the keyboard (I tried to type capacitive on the V20 and I got this ("cardiacCassidycapacitycapacitive") and replaced the phone and continued to have no issues until they recalled them...
If you haven't tried it try moving you cursor around within a text message or different parts of a screen and tell me how accurate it moves?
After 2 phones later with the V20 i think I can conclude that LG's choice to go with a capacitive touch screen when the majority of phonemakers are using AMOLED is their Achilles heel...
Yes iphone uses a capacitive touch screen but clearly the components used are much more accurate and better than LG.
Samsung uses capacitive buttons at the bottom of their screen but the screen is AMOLED...

 

[sreum]

As for the update area. Both the OS update option and LG update center under about phone works fine on my phone. Is it possible that you turned off a LG app thinking it was bloat ware, in return turning off LG update option. I believe that's the one your referring to.

As for typing. Some time the cursor lands on the wrong side of a letter and to get it onto the other side I have to go to another word and then back to the correct location to get it. I suggest resetting your word suggestions and also check out the word corrections. Play around with the settings for the keyboard.

Other than the small wrong side of the letter thing I noted above, no issues with typing.

 

[brawlman]

Sreum

I updated the original post to be more straight forward and with links that I found on LG's website for each model # by carrier and what they offer...
Let me know what you come up with and keep me posted. If you know anyone else give them a heads up about these links as well...
The longer you wait for something to eventually happen the sooner the carriers support will tell you to "Factory Data Reset" (FDR) your phone. We're smarter than the Carriers "Hail Mary" plan so be proactive and ready with a backup of contacts and other pertinent info so when the $hit hits the fan you're ready...

 

[Lateck]

My V20 is at times a little slow to adjust the "auto brightness " but, not unreasonable. Any lag in coping and pasting is due to fat-finger syndrome I am on the VS99512A software. And as for the on line update software, WHY? My phone has the ability to check for updates..... (I do not see that as a problem) All computer devises have there issues. But I will agree with others LG should only have one version so everyone has the same features (like FM radio). Lateck,

 

[today]

I remember the stink over Verizon's choice to remove the fm radio from the HTC phones i previously owned, only to find the hardware was intact. Just needed to load the next radio app (or similar) and it worked fine. I don't have a complaint to lodge against the LG v20. Quite impressed.

 

[Hadron]

After 2 phones later with the V20 i think I can conclude that LG's choice to go with a capacitive touch screen when the majority of phonemakers are using AMOLED is their Achilles heel...
Yes iphone uses a capacitive touch screen but clearly the components used are much more accurate and better than LG.
Samsung uses capacitive buttons at the bottom of their screen but the screen is AMOLED...

Just to clear up a confusion, Samsung use capacitative touchscreens as well, as do all Android phone manufacturers. AMOLED and LCD are display technologies, while the digitiser is a separate component. I can't comment on the quality of the V20's digitiser (hardware or software) as I've never seen one, but it's nothing to do with it being an LCD rather than an AMOLED display.

 

[Napalm]

so they all have capacitive touch screens - that's how it works. If it wasn't capacitive it would be pressure plate touch screens and you'd be pressing harder.

main difference from LG to Samsung is the AMOLED back screen vs LG's use if IPS LCD - that's IN Plane Switching, LCD. Irony. IPS displays are made by 3 companies that I know of right now. LG, Sharp and Toshiba - And Sharp's is supposedly the screen on the iphone 6, 6s, and 7.

Bigger thing is the LG is one of the few android devices with multi-touch capacitive touch screen. I believe the Samsung note 7, and S7Edge, Pixel, and Moto Z are the only other devices with that. Thus it can supposedly register up to 3 concurrent touches. I know it tolerates 2.

Your typing issues might either be the keyboard in question or it might be the learning. I noticed it's getting better than it was when I first got it. It gradually learns how close you hit various keys, your most common words, and uses that to adjust what it thinks you are pressing. Or so I'm told - swiftKey, Google Keyboard, and the moto keyboard supposedly all do the same. I admit I have typing issues and have had with every mobile I've used - I chalk it up to my fingers/thumbs. Since I wear a size 14 ring.

as far as the dimming - I do notice the lag to dim. Mostly I notice when I go light room to dim room - it's too bright for about 2-5 seconds - then ratchets down. Yesterday I purposely went from a Dim room to a light room and it stayed too dim. never budged.

On your question about adjusting the brightness baseline - my older moto device did this. Has to do with letting it know your preference for screen brightness. IE you might want it brighter than the average user - so if it's set to AUTO, but you dial it up a tick or 2 - it will remember to stay a tick or 2 high as it moves up and Down. I swear my Note 3 did the same.

 

[Napalm]

To your other question:

Carrier Verizon

Model VS995

software updates - under about phone in settings - is not greyed out. Seems to work, but my last update was in NOvember.

software version - VS99512A
Baseband - MPSS.th.2.0.1.c3-00011-M8996FAAAANAZM-1.68646.1
Build - NRD90M

 

[brawlman]

My V20 is at times a little slow to adjust the "auto brightness " but, not unreasonable. Any lag in coping and pasting is due to fat-finger syndrome I am on the VS99512A software. And as for the on line update software, WHY? My phone has the ability to check for updates..... (I do not see that as a problem) All computer devises have there issues. But I will agree with others LG should only have one version so everyone has the same features (like FM radio). Lateck,

As for why online update?
This is not an online update. As stated above its software offered by LG for certain carriers to
1) update phone software
2) Reinstall the OS when corrupted, apparently different than a factory data reset (FDR).
According to Verizon (VZW) updates have a way of corrupting the phoneand regardless of a good Wi-Fi or data connection Could have issues with the updating of the software. I'm simply reiterating what was told. If LG is going to put this software out there and didn't work with either function it was designed for with the (2)phones that I have then why offer it and have carriers promote using it when it's useless? I was trying to take it a step further by trying to find out if all phones trying to use this software experienced the same as me? I clearly posted directions and what it was I was trying to accomplish.
Now as to only one phone version or setup, well each carrier has the right to want to dictate what they want to do, but I believe Napalm posted about "smart setting" and found on XDA Developer forum that there is indeed a work around for this. Two different apps posted here-
https://forum.xda-developers.com/v20/help/smart-settings-verizon-t3488445
Now whether or not someone found a work around for the FM radio Idk, perhaps...

 

[brawlman]

Just to clear up a confusion, Samsung use capacitative touchscreens as well, as do all Android phone manufacturers. AMOLED and LCD are display technologies, while the digitiser is a separate component. I can't comment on the quality of the V20's digitiser (hardware or software) as I've never seen one, but it's nothing to do with it being an LCD rather than an AMOLED display.

Haddon TY for the reply. You bring up a good point about the digitiser and the technology. Perhaps there's an issue within the digitiser because I've never had a phone that the touch screen was so sensitive and either didn't register, couldn't keep up or linked words together constantly with no space and seems to create more typos than its worth... On 2 phones with multiple FDR's each!
I love the quad DACC but am at my wits end with quirky issues andready to turn both phones in...
I gave up trying to correct the run together words so I'll let them be...

 

[brawlman]

so they all have capacitive touch screens - that's how it works. If it wasn't capacitive it would be pressure plate touch screens and you'd be pressing harder.

main difference from LG to Samsung is the AMOLED back screen vs LG's use if IPS LCD - that's IN Plane Switching, LCD. Irony. IPS displays are made by 3 companies that I know of right now. LG, Sharp and Toshiba - And Sharp's is supposedly the screen on the iphone 6, 6s, and 7.

Bigger thing is the LG is one of the few android devices with multi-touch capacitive touch screen. I believe the Samsung note 7, and S7Edge, Pixel, and Moto Z are the only other devices with that. Thus it can supposedly register up to 3 concurrent touches. I know it tolerates 2.

Your typing issues might either be the keyboard in question or it might be the learning. I noticed it's getting better than it was when I first got it. It gradually learns how close you hit various keys, your most common words, and uses that to adjust what it thinks you are pressing. Or so I'm told - swiftKey, Google Keyboard, and the moto keyboard supposedly all do the same. I admit I have typing issues and have had with every mobile I've used - I chalk it up to my fingers/thumbs. Since I wear a size 14 ring.

as far as the dimming - I do notice the lag to dim. Mostly I notice when I go light room to dim room - it's too bright for about 2-5 seconds - then ratchets down. Yesterday I purposely went from a Dim room to a light room and it stayed too dim. never budged.

On your question about adjusting the brightness baseline - my older moto device did this. Has to do with letting it know your preference for screen brightness. IE you might want it brighter than the average user - so if it's set to AUTO, but you dial it up a tick or 2 - it will remember to stay a tick or 2 high as it moves up and Down. I swear my Note 3 did the same.

Napalm
I understand phones can quirky but this is my first experience on this level with multiple things.
1) screen sensitivity
2) text input, lag, constantly correcting and trying to tap screen to go back and space a word...
3) brightness/dimming issues
4) mfg software that's suppose to assist in repairing updating phone software and Durant (doesn't) *typo left for clarification point...
On two phones I don't find to be a coincidence...
I want to like the phone but am notgoing to send it in to hv LG tell me the screen is fine and within its parameters of calibration

 

[brawlman]

To your other question:
Napalm
I tried to update and be more specific by editing the main post.
1) about phone is the OTA software update within the phone and not via the separate LG software, with links provided that you download to your computer and connect to phone in the main post...
The software you download and connect to phone will tell you what software version you're running and allow you to update if there is a new version available and is not OTA.
Case in point, I did a 3rd FDR to 1st V20 and it would not update to VS99513A via OTA via Wi-Fi which is the current OTA software update available andthe 2nd V20 took it fine.
I'm willing to bet if I go to connect the 1st V20 to the computer to try and update the phone software it will still hv the greyed out button...
I'm willing to take it a step further and FDR the first V20 again and see if I can connect to PC and see if the software recognizes then or before I do this put it in safe mode and see if it works? But if memory serves me correct I think I already tried the phonein safe mode and the software connected update doesn't work...
TY also confirming beinga VZW brethren...
Thumbs up or down depending on how you look at it... Lol

Carrier Verizon

Model VS995

software updates - under about phone in settings - is not greyed out. Seems to work, but my last update was in NOvember.

software version - VS99512A
Baseband - MPSS.th.2.0.1.c3-00011-M8996FAAAANAZM-1.68646.1
Build - NRD90M

 

[Napalm]

So I tired VZ's update tool and it is greyed out for me - but I'm also on the latest update which might make sense. Incidentally I have 13A now. that update passed though some 10 days ago.

And as I mentioned before I do have some screen sensitivity issues but they are all with the same 2 apps. Ecobee and spotify - amazingly enough.

Typing - seems to work well for me. I get the occasional error but the auto correct and the suggested words are learning my common inputs. It's taken a while. I use the LG stock keyboard.

 

[dontpanicbobby]

Are they going to release a V20 successor this year?

 

[Hadron]

Bigger thing is the LG is one of the few android devices with multi-touch capacitive touch screen. I believe the Samsung note 7, and S7Edge, Pixel, and Moto Z are the only other devices with that. Thus it can supposedly register up to 3 concurrent touches. I know it tolerates 2.

Actually multi-touch isn't uncommon these days either. My almost 4 year old HTC One can distinguish 10 separate touches (ran out of fingers at that point).

 

[dontpanicbobby]

Oh s***

 

[brawlman]

I've reached my end with the V20 with the Touchscreen issues and responsiveness (after 2 V20's) and returned them... Gotta love Costco...

 

[today]

I've had zero issues with touchscreen response. Even works while wearing gloves. Very satisfied.

 

[Napalm]

I've reached my end with the V20 with the Touchscreen issues and responsiveness (after 2 V20's) and returned them... Gotta love Costco...

So what are you moving to?