I was told by customer technical support from a supposedly 2nd level tech that the code for the OTA firmware update was the responsibility of HTC and I would have to contact them. I reminded her that the problems seemed to be with Verizon specific changes and she said it was still HTC's responsibility. OK....whatever! I contacted HTC and here is the unbelievable response I got back:
Dear Xxxxxx Xxxxxxx,
Thank you for contacting HTC Xxxxxx.
We are sorry to hear of your issues and disappointment with your Rezound since the update. We will be happy to assist you.
Due to the speed of innovation in the mobile industry and in HTC in specific, and with the ever-increasing specifications including new dual core processors and phones becoming thinner and thinner, it is possible that your phone may feel warm with extended use.
When not in use, try turning off GPS, Bluetooth and Wi-Fi/Data connection, using these services will often use more power and therefore heat up your phone.
Next, make sure you are not using a task killer on your phone. These can interfere with the processes that the phone needs to connect to the network. They are also known to cause instability to the Sense UI on HTC devices, causing the phones to behave abnormally. If you use a task killer, we strongly suggest that you uninstall it.
We apologize as we have no control over the Verizon applications you are referring to. This has been added to the update at the request of your carrier. We can only suggest if possible, clearing the data and force stopping the application. Try navigating from your Home screen, tap Menu> Settings> Applications> Manage applications> All> look for the names of the applications, Verizon locations services and such and see if you are able to clear the data from them. You may also find them under the Running tab (instead of All). We apologize as we do not have a Rezound here in the lab with these Verizon services on it.
You can also sort applications by size to determine how much data is being used. Sometimes when an app has reached the maximum allotted amount of space that it has been assigned, it can cause your phone to behave erratically. Navigate to Menu> Settings> Applications> Manage Applications> All> Menu> Sort By Size. This will provide you with a list of which applications are using the most data. Any applications (with the exception of Contacts or E-Mail) that are using more than 10MB of data can be cleared by tapping the application and selecting clear data or clear cache. Clearing the data simply erases all of the data in internal storage associated with the app, bringing it back to its initial install state.
Next would recommend to perform a soft reset. This is done by powering down the phone, removing the battery for at least 30 seconds, replace it and restart the phone. This will clear the cache on the device.
If these trouble shooting steps do not help with the overheating, lock ups, and force closing of your device we would suggest to boot the phone in safe mode for testing purposes. First verify that Fast Boot is not enabled, select Menu> Settings> Power> Make sure Fast Boot is not selected. To enable safe mode:
1. Turn the device off by pressing and holding the power button
2. Once the device is off press and hold the power button until you see the white screen with the HTC branding
3. Press and hold the volume down button until you see "Quietly Brilliant" flash across the screen
4. Then press and hold the Menu button (still holding the volume down button)
You will know it has worked because the device will give a brief vibrate or 3 quick vibes. Once it loads you will see on the “Safe Mode” on the bottom left of the screen. This disables all 3rd party apps and drivers from launching. Use the phone normally for 24-48 hours like this. Do not use 3rd party apps or install from the market or the test will be inconclusive. If the issue continues even in safe mode please contact us again and we will be happy to further look into this issue for you Xxxxxx.
As always, we are here to answer any technical questions or concerns you may have between 6am and 1am EST, 7 days a week for your convenience, or by phone at 1-866-449-8358.
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Sincerely,
Bianca
HTC
So.... Based on this, how are they supposed to be able to even support our phones! Here is my reply:
Bianca,
Thanks but its now too late. I had done everything you said except for booting into safe mode. I turned off everything, plus had screen brightness on manual at 40%, power mode on economy, tried using JuiceDefender, do not have or use a task killer other than the task manager that you provide. Verizon support told me that the code for the changes was your responsibility and that I had to contact you. This is going nowhere and a very lousy way to handle customer service!
You mean to tell me that you do not have a Rezound with the preinstalled ROM apps or the update that you just pushed out to us??? seriously?!? "My Verizon Mobile" is part of the preinstalled bloatware that is on a brand new phone. The "Verizon Location Agent" was apparently added as part of the 2.01.605.11 firmware update that was just pushed to us. How can you support our phones if you don't have a standard copy of what we have?
Today I picked up my phone and it was so hot I could barely hold it! It was stuck on constant boot looping. I could not get it to stop no matter what I did. If I took the battery out and let it cool and then tried again it still went into boot looping. I could not boot into safe mode because I could not get into the system to turn off Fast Boot. This left me with no option but to do a factory reset. I will not install anything or make any changes and just watch it and see what happens.
I will report back when I have an idea how the phone is behaving now.
Xxxxxx
