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Has anyone got any real help from Verizon or HTC about the reboot issue?
disko
Member

So.. after dealing with 2 am reboots on and off in 3 or 4 day stretches for a few weeks, I finally gave in and did a full factory reset on my phone from the hboot menu.

Here I am, on the third night after the factory reset, with a phone that has decided to starting repeatedly rebooting at 2 am once again.

Has Verizon offered any solution to anyone other than a factory reset / phone upgrade? Maybe a fix coming soon? Or am I just paying my $80+ a month for a phone that I cannot a) leave the ringer volume on overnight or else be woken up by DROID a half dozen times and b)that chooses to lock up repeatedly following a system upgrade?

My phone, outside of its battery life, has worked perfectly since the day I bought it in January 2011. Until this upgrade.

Anyone from Verizon care to actually comment?

And, on cue, it just rebooted again.

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Re: Has anyone got any real help from Verizon or HTC about the reboot issue?
commonsense101
Sr. Member

you pay verizon for service.

i read over on htc forums it has to do with a memory leak or something, you might want to head over there you could prob find your answer

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Re: Has anyone got any real help from Verizon or HTC about the reboot issue?
eddavis
Member

Really????? I thought i was the only one! My incredible reboots every morning at 2am. WTF. I thought it was a virus or malware. Did the factory reset, hard reset, soft reset, restore etc..... Phone still faithfully wakes me up at 2 am with the fricken droid reboot noise!! only fix i found is to shut the f#$%er down and remove the battery! I am severely bummed by this. I should get a discount for putting up with this crap.

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Re: Has anyone got any real help from Verizon or HTC about the reboot issue?
bayareadave
Member

After 3 weeks of the 2am reboots and having tried every possible suggestion on this forum and others, I decided to call Verizon. I spent almost an hour on the phone with them, trying to get some resolution, but no luck.  Spent most of the time with the tier 2 support guy who then transferred me to his supervisor, who then transferred me to HTC. 

First, it really annoyed me that all the VZ people I talked to acted like they have not heard of this issue, even though it’s well documented on this and other forums. At least the HTC guy admitted that this was a “widespread” problem.

VZ’s claim is that my phone is out of warranty so there’s nothing they can do about it.  I argued that warranty has nothing to do with it since this problem is a direct result of the software update and if they caused (or was partly responsible for) my phone to malfunction, they should be liable.  They said they don’t have anything to do with the software update other than approving the release. In fact the tier 2 guy kept saying, “we don’t even like the software.” LOL.

HTC basically admitted that these reboots are happening as a result of the update and they don’t currently have a solution.  He only suggested leaving the wifi on tonight so that the update could completely successfully, but even doubted himself whether that would work. Told me to call back if it happens again so they can troubleshoot more.

I think my best resolution at this point is through small claims court since I don’t want to pay of an upgrade.  I’ve gotten HTC to acknowledge that the update causes the problem and that it is widespread and I’ve gotten VZ to say they approve any software updates, so I figure I can show liability on both parties.

I encourage everyone to call VZ and keep them on the phone for as long as you can.  Management looks closely at support call metrics like time on the phone so maybe if enough people call we can get management’s attention.

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Re: Has anyone got any real help from Verizon or HTC about the reboot issue?
depthninja
Member

Mine's rebooting continually too, from 2AM to 6AM... and has been for at least a week, but it seems more like 3 weeks. I've taken to turning the ringer off and turning it face down so the DRROOOIIID-ing and the screen light don't wake me up (but I use the damnable thing for an alarm clock, so I can't just turn it off). And of course, last night I forgot to turn the ringer off and it woke me up at 2:03 AM.

It's a serious pain, because I've also forgotten to turn the ringer back on in the morning, and have consequently missed a couple important phone calls.

This is really a significant inconvenience and the "update" has done nothing but decrease the functionality of the phone. I'd like to know why I'm expected to pay $80 a month for something that they've basically sabotaged. And not just me, but lots of other people apparently, as I discovered when looking into the issue and possible solutions online in various forums.

This is unacceptable and a class-action lawsuit could be on the horizon if these "updates" keep causing more problems than they fix.

Re: Has anyone got any real help from Verizon or HTC about the reboot issue?
dancady
Member

I have been having a constant reboot problem for months with my Incredible. Taking the battery out for 10 minutes did NOT work as sotmeone suggested. Granted, it's only been two hours since I tried this but it is the first two hours in many, many months that I can use any app I want as much as I want and my Incredible doesn't reboot.

This is what I tried. I figured it would brick the phone or work. It was very easy. My phone has been working fine since. You might want to have a magnifying glass handy as the writing on the HBOOT screen(s) is very small. This may have been a solution for another problem but it fixed mine. Good luck! I did not lose any apps or photos or anything as far as i can tell. My phone works like it did when I bought it.

Can't say this will work for everyone, but it worked for me.


https://community.verizonwireless.com/thread/731482


  1. Boot into recovery
    • Press and hold Power, Choose "Restart" option
    • When screen turns off, press and hold Volume Down and Power
  2. When the white HBOOT screen appears, use the volume button to move down to “RECOVERY.”
  3. Press the Power button to select “RECOVERY.”
  4. When the triangle and exclamation appears, hold the Volume Up and Power button at the same time.
  5. Using the volume button, scroll down to “Wipe cache partition” and select it.
  6. Select "Reboot system now"

You can now wait for the update to show up again, or try one of the methods in the post: For those who want the second GB update/patch to get the update again. It should reboot this time. Beware, it will stay at the Droid Eye screen after reboot for a while (~5 mins), but eventually, it did get installed. Be sure to make a lot of space for it though...

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Re: Has anyone got any real help from Verizon or HTC about the reboot issue?
dancady
Member

For four glorious hours my Incredible worked like it used to when I first bought it 14 months ago after I did the above procedure. My Dinc is back to overheating and rebooting constantly. I was so happy while it lasted. I haven't heard of the iphones doing this but I sure read about a lot of Android phones doing this.

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Re: Has anyone got any real help from Verizon or HTC about the reboot issue?
Genuine_Faux
Member

I managed to get my reboot problem fixed.  See here.

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Re: Has anyone got any real help from Verizon or HTC about the reboot issue?
hsla4340
Member

I have the same issue, and have talked to Verizon a couple times. From what I can tell, they don's have a fix.

One thing I found that is helpful, if not convenient, is to set the time past 7:00 AM. If the phone doesn't see 2:00 AM, it doesn't reboot.

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Re: Has anyone got any real help from Verizon or HTC about the reboot issue?
winnisailor
Member

An HTC Tech Support agent had me un-check "Back up my settings" in the Privacy page under Settings (it was already unchecked), and then perform a factory data reset from SD & Phone Storage in settings.  As part of the process, the phone was reprogrammed via *228, select 1. I was instructed not to install any of "My Apps" for a couple of nights and see how it goes.  First night, no reboot.  Second day, I reinstalled a few apps; no reboot that night. Yesterday, I reinstalled the remainder of my apps (except for a few that I never used; I also did not reinstall Lookout); no reboot last night.  It seems an app may have been the cause of the reboot problem (I wonder if it might have been Lookout, although I have no evidence of that), possibly interfering with the second part of the recent OTA update.

Anyway, my reboot problem seem to be fixed.  Thanks, HTC.

***NOTE: I performed a complete backup using MyBackupPro prior to doing the factory data reset.  Jennifer was very patient while I re-backed up some data while she remained on the phone. I strongly suggest that a factory data reset not be started before doing a backup!!

If you perform a backup, the factory data reset really isn't so painful.  Also, MAKE SURE you DO NOT select "Erase SD card" if you want to save data, music, photos, etc..  Although, if you backup, you'll still be able to recover.

Good luck.

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