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Endless boot-looping, battery overheating and rapid draining on Rezound

DharmaDog

Well, still having endless boot-looping! I've done the:

1) Remove the battery, SIM card, & SD card

2) Replace just the battery

3) Leave the back cover off and reboot

4) Dial "*#*#4636#*#*"

5) Change network type from "WCDMA Preferred" to "CDMA + LTE/EVDO auto"

6) Power off and replace everything

7) Reboot

so many times that I can do it in my sleep. Wish I could change the title of this thread since it is misleading now. I'm not getting anything from HTC & Verizon but finger pointing and the runaround!

@pat3332 "I just prefer using my own settings because the auto brightness always seems to be at a setting other than one I prefer. Yes, I'm a control freak." LOL! Thanks for the laugh, I needed it! I can relate!

@zrotwandr

I meant do you have any apps (usually weather apps) that use your "Current Location" as a setting for example the city for a weather app.

Comments

DharmaDog

I'm not used to this new system but at least I got this in a new thread with an appropriate subject title so people can find it. To those who are interested or need more info refer to the "Re: Have a lead on the OTA update problems!" discussion thread or to this forum http://forum.xda-developers.com/showthread.php?t=1394659

AntonioC_VZW

Hi DharmaDog,

Looks like you have done most troubleshooting options I would recommend. The only thing I don't see on your troubleshooting list is a Factory Reset. You may need to use the alternate method listed at the bottom of the page/link. Try it and keep us posted.

If all fails you may qualify for a Certified Like New Replacement if no physical/water damage to the phone and within the one year manufacturer's warranty.

AntonioC_VZWSupport

Follow us on Twitter at www.twitter.com/vzwsupport

DharmaDog

It is somewhere in my posts. I did a factory reset several times before I found out about the changing network fix. It is not the phone. Others have gotten a CLN replacement only to experience the same problem. There are posts about this on several forums including the HTC support forum.

I have emails from both HTC and Verizon and also have spoken with them on the phone. Both have acknowledged that this is a known problem with the phone that they are researching but have no ETA on a resolution or further information available. There is a post admitting this on the HTC support forum from the HTC North American community relations person.

I'm sorry if this information has not been shared with everyone at Verizon. Frankly, I am not surprised given the difficulty we have had getting someone to acknowledge and take responsibility for this!

Lubee

Just sent my phone back due to this problem and Verizon would not let me exchange the phone for a different type. I was 15 days from the ship date so they made me utilize the warranty and are going to send me another one. Who wants a Certified Like New when 15 days ago you told me you were sending me an AWESOME PHONE!!! Now 15 days later it's "sorry but your 14 days are up"! Verizon is heading down the Sprint path in my opinion and after all the problems I had with the first Incredible you would think they could be a little more sensitive to the customer's needs.

Just out of curiosity, why would you change the network with a reboot problem?

DharmaDog

You'll need to read back thru the other thread going backwards from the end. The rebooting is caused because for some unknown reason the network type gets changed by itself to "WCDMA Preferred". This will not work on Verizon. It has to be "CDMA + LTE/EvDo auto" or "CDMA auto (PRL)". You can try to reduce the problem by being sure that 4g is turned on from "Settings->Wireless & Networks->Mobile Networks->Network Mode->LTE/CDMA" instead of "CDMA only". Also turn off "Fast boot" by "Settings->Power->Fast boot" being unchecked. Do these 2 things before trying to restart or power down your device.

Message was edited by: DharmaDog:
This is not a problem with the phone itself but some kind of software, firmware or network problem.

pat3332

There is a post admitting this on the HTC support forum from the HTC North American community relations person.

Sorry I missed these posts, I usually get emailed when there's a new post, but maybe they merged similar threads and messed up my notifications. I've clicked to get notifications again.

If it won't be too much trouble, could you post the link to the information you referenced in the quote? I'd search for it, but I'm fighting bronchitis, have a headache and don't have the energy right now. If you can post that one for me, I'll research the rest later.

Thanks

pat3332

I'd still like a good explanation as to why you and some others are getting switched to WCDMA Preferred. I'll try researching it later after I get some sleep and feel better.

Fortunately I haven't had that problem, but I work 25 miles from home and I've learned that when switching towers, when the phone is handed off, the new tower frequently doesn't recognize my phone's authentication code and when I get to work, I have to power off and back on to get that tower to recognize it. I now just automatically reboot when I get to work and it works fine the rest of the night. For some reason it's only a problem going from home to work, but not when I return home.

I wonder if what's happening to you is similar and you're getting switched when you are handed off from one tower to another. It still doesn't explain why you get changed to a network type that isn't recognized by Verizon unless you're being handed off to a different carriers tower somewhere along the way. I know it's aggravating for you, but it's an interesting problem.

Ann154

I have seen the 4G LTE phones switch to WCDMA preferred on both a HTC Thunderbolt and the Galaxy Nexus. Not at the same time, but in the same location off and on over several months.

DharmaDog

Hey Pat, I hope you get to feeling better! Here is the info. The phone calls were more detailed but here is the HTC post and emails:

http://community.htc.com/na/htc-forums/android/f/176/t/14931.aspx?PageIndex=2

Posted by Jeff Hora

on 02-16-2012 6:30 PM

Thanks for the rapid reply. HTC is definitely doing further research on this issue for phones that got already got the update. And you are correct, there is no ETA at this time.

Here is the Verizon email which is also what I have been told on the phone:

Dear xxxxxxx,

Thank you for contacting our Verizon Wireless website. We are sorry to learn that you are having difficulty with your HTC Rezound. We are happy to assist you with your concern.

We greatly value your business and understand your concern when your phone does not work to your expectations. We understand that you have made an investment in Verizon Wireless and addressing your concern is our number one priority.

The steps provided in the link you mentioned, as you are aware is a workaround to correct this issue. A fix for this issue is under review and will be included in the next maintenance release software for the Rezound. Your phone will alert you when software updates become available.

We hope you find this information helpful. Troubleshooting tips and helpful product information regarding the HTC Rezound can be found at:

http://support.verizonwireless.com/clc/

It has been a pleasure assisting you today. Should you have any additional questions or concerns, please reply back to this email or call us at 1-800-922-0204 and we will happily address them for you. We appreciate your business and thank you for choosing Verizon Wireless.

Sincerely,

Neil

Verizon Wireless

Data Technical Support

And the emails from HTC which is also what I was told on the phone but more detailed:

Dear xxxxxxx,

Thanks for the update. I'm sorry to hear that you are still experiencing this.

At this point, what I would suggest is to contact your carrier with all of the information you have given me. They may ask that you try another SIM in your device. If you do this, insert the SIM and be sure to do a soft reset by pulling out the battery for a full 30 seconds before replacing and powering on.

If the issue seemed to resolve only once your SIM card was removed then it may be that the SIM either needs to be replaced or that your carrier is experiencing issues in certain areas.

Again, I'm sorry for all inconvenience that you've experienced through this.

Sincerely,

Tara

HTC

And after informing her in more detail about the WCDMA Preferred fix:

Dear xxxxxxx,

I appreciate all the steps you have taken to make sure that we are aware of the full issue, and what you have gone through to troubleshoot it.

At this time, I have no information about when an update may be released for your Rezound, but again, I am always happy to provide these details to the development team.

I'd like to say thanks again, and have a great afternoon!

Sincerely,

Tara

HTC

DharmaDog

I don't think it is a tower switching issue but does seem to be something to do with the network. I work at home and at times don't go anywhere for days and the rebooting has happened. Somewhere I read that if you turn on 4G by putting your phone's mobile network back to LTE/CDMA and turning off Fast Boot before rebooting that it is much less likely to occur and this has seemed to be true so far for me.

Again, thanks for your help by providing the XDA info and I do hope that you get to feeling better soon! :smileyhappy:

Message was edited by: DharmaDog: I forgot to mention that I do live in the sticks/boonies or what ever you want to call it and wouldn't be surprised if it is some kind of network signal issue. I usually have 4 or 5 bar 3G service but have occasionally seen it drop to 1 bar late at night but this is very rare.

pat3332

Thanks for that. I thought the one link to the tips and FAQ's was interesting, but I didn't see anything that pertained to this problem. At least Jeff Hora admitted there is a problem, which is a little unusual, but I wonder if the statement "we are working on the problem but have no ETA" is corporate speak for we hope ICS fixes it. I haven't read anything about Fast boot affecting it before, but I always have it on, so I'll try turning it off and see if it makes any difference.

I read Ann's comment and it just seems even more mysterious since it's happening to different phones, from different manufacturers in the same place.

I work a 12 hour night shift and have noticed the same thing with the connection getting wonky after midnight. Sometimes for a short time, sometimes the rest of the night, so I've always assumed that's when they work on the network. Just a guess.

zrotwandr

All,

Just wanted to give you a quick update.

It has been 8 days on my CLN replacement phone.

Just for reference:

Previous Rezound:

Temperature swing: 75F-130F

Battery Charging: 2-3x/day

Endless Bootlooping occurred once

Usage: Light usage would heat phone up to the point I could not keep the case on it and would remove battery to cool

Downloaded APPS Usage: MP3 Music App,Battery Widget,Banking,HD wallpaper,Astro File Manager

Network Setting: CDMA/LTE

CLN Replacement Phone:

Temperature swing: 72F-99F (Unit has not reached 100F)

Battery Charging: 1x/day

No Bootlooping

Usage: Moderate Usage the phone feels cool to the touch in the case

Downloaded APPS Usage: Banking

Network Setting: CDMA/LTE

As you can see I have not downloaded all of the Apps I used to use and quite frankly do not want to at this point. The phone is operating the way it was intended and do not want to risk anything until It has more time under its belt to see if any changes occur. One other note phone seems more stable in fringe 4G areas. Seems to lock onto a 4G signal better.

demmo86rt

If it does come to the point where you would like to install those apps again, install them one at a time, with a couple days between. This will give you the best chance to see which one (if any) is giving you the problems. This is the best way to install apps anyway, if you install a dozen or so at once and your phone goes wonky, it makes trouble shooting a real bear.

DharmaDog

I really hope that the new device works out for you! Please keep us informed as to how it is going!

As for me I am so extremely tired and frustrated with having to deal with the boot-looping problem!! I'm ready to start seeking other avenues of getting satisfaction. I have also started to experience audio issues. I had no problems whatsoever with this phone prior to the update; including no audio issues which I know was a widespread problem for people. I'm having intermittent waves of static and a loud click during playback both through the iBeats headphones.

Here is another example of someone from the HTC forum who has experienced the same problems on multiple units. This is also reported in other forums and even here in this forum.

"Posted by darth_sappy23

on 02-23-2012 5:34 AM

man i wish i would have read this stuff an few hours ago before i reset my rezound... im in a similar boat. im on my 2nd rezound, my 1st one had this reboot problem 1 week after i bought it (i shouldve got a new one then...) so i reset it then, then a month later same reboot problem so i did a reset. now here i am a month after that(bought in dec) i just got a refurbished cell last friday an here is is tuesday and im having the same problem.... i was pretty close to going back to uscc untill i read this post. so i hope if this happens again i can get the phone to load w/o the battery cover on and/or the sim card out.

i really hope this problem gets fixed ICS because i really like the phone other than this problem. i guess ill stop shutting my phone off at work, cause im sure as heck tired of redownloading apps and finding old bookmarks.... Thanks for the info!!"

RezoundUser

I bought my Rezound in February and it worked fine for a while then started what you called "bootlooping". At first it was random and would resolve itself by morning. Saturday afternoon it started it and won't stop. I'm glad you've posted this link. have you made any progress since the origninal posts? Any recommendations? Thanks!!

DharmaDog

I'm sorry that you are also experiencing this problem that many of us are. I have no new information or real progress to report. The only recommendation I have is to follow the instructions in this post to prevent having to do a factory reset. HTC and Verizon are supposedly working on it but I feel that may just be a way to make me go away. I suggest you contact HTC and Verizon and let them know about the problems you are having. They need to hear from as many people as possible to hopefully eventually take this problem seriously. I suggest that rather than calling Verizon at *611 you instead call 1-800-922-0204. Just ignore the computer prompts and dial #0000#. The representatives here apparently have a lot more power to resolve problems and make customers happy. You can contact HTC at 866-449-8358 or go to http://www.htc.com/us/support/e-mail

It sill happens to me infrequently with no apparent reason or cause that I can determine. You can try to make it less likely by making sure your phone is in 4G LTE mode and that "Fast Boot" is off before you restart your phone. Again I'm sorry you are also having to deal with this. No one at Verizon or HTC seems to care. This is truly a great phone in every other way but does have these frustrating random unexplainable problems for some of us. You will see above and also on the HTC support forum & other forums that getting a CLN replacement seems to make no difference.

Good luck to you!

Carm01

I have heard of this issue, but nvr experienced it. I am on a modified device however if you know what I mean, I have heard of users with modified devices having this issue too.

I would make a suggestion.

Go into settings, then power.

make sure the phone is set to performance, and NEVER let it sleep. I have not had any issues with those settings.

not sure if that would help, but i do know that if the phone sleeps, it has issues with getting back to 4G, it hangs on 3G until you re-boot it, or whatever

demmo86rt

I had my Rezound set to automatic sleep and never had an issue with it hanging on 3G.

TominqueBo_VZW

Hello All,

DharmaDog, have you tried another sim? I know this was suggested in the HTC email you posted, however, I'm unclear if you have tried a different sim? Excuse me if I missed this information, but I want to be sure all avenues has been attempted. Thank you.

TominqueBo

VZW Support

RezoundUser

I took mine back to the Verizon store and they tried all the work arounds but we wound up having to do a factory reset. I was told a fix was coming by the end of March. Meantime, I'm following the advice I e read here a.d disabled sleep mode and low battery controls. It's still rebooting at inconvenient times but isn't boot-looping like it was.

Sent from my Verizon Wireless 4G LTE Smartphone

losvaldez

I also had the endless boot-looping. I took it to the Verizon store and they said it was hosed and sent me a CLNR even though my phone was only 5 weeks old. The CLNR would get pretty hot so they sent me another CLNR. Now the soft press buttons are pink. What's next?

DharmaDog

Endless boot looping today for the 1st time in several weeks!! Contacted Verizon and HTC. 4 months and still no resolution or ETA on one! They said it will have to be in the ICS update which is probably at least several months away!! That's what they told me anyway. Completely unbelievable!! I'll be half way thru my contract before they ever get this fixed. This problem is critical enough that it should have been addressed ASAP and not have to wait for ICS!

shetha

Sorry that this is happening to you, but sort of glad as everyone tells me I am the only one having this issue! I am currently on my fourth phone since January 10th. First phone did the Bootloop and took it in on the 31st. The place was nice enough to replace it with a new phone since I hadn't even paid for it yet since I put it on my bill. Second phone started to do the same thing 2 weeks later. Took it in again and they said all they could do was do a certified one. That one came and the battery got so hot I couldn't even hold the phone after using it for 15 minutes. Third phone started cycling again about three weeks later. At this point I'm losing patience and want it fixed. Had the store give me the phone and talked to a mediation specialist or whatever he was called. Found out that he told the store he believed that I was being coached as to what to say in order to get a new phone! That helped my disposition! So onto my 4th phone which started cycling last week. All the time being told that no one has been having issues that they know of, but they happened to find the manual 'fix'. That happened Friday and then Sunday, here goes the cycling again. I love the phone (when it works), but this is getting ridiculous! So after all this, they say that they think I just need a different phone, which is of course going to be certified and not a new phone. Have to tell you, had my 'dumbphone' not been stolen, I would not been having these issues. Not a good experience with CS. The store has bent over backwards, but I am still not happy that I will have a used phone after spending $200 in January and it is not my issue! Been with Verizon for years and pulled ALL my family over, and this is the thanks I get. Maybe this will work out and I will like the next phone....We will see what happens. If this doesn't work, I may be shopping for a new provider after all these years. Hope yours works out!

pat3332

Sorry to hear it started up again. It had been long enough that I was hoping it would last till we got ICS, but the predictions for that now include about every month left in 2012.

Was it the same problem as before with it changing to WCDMA preferred? Now all you need is for the Verizon popup to start hijacking your phone again and the cycle will be complete. Hope I didn't just jinx you.

Pat

pat3332

Shetha, definitely not just you and it has been reported. You can't really blame them a lot for thinking what they did about being coached just to get a new phone because it's a common occurrence and just makes it harder for the people who really do have a problem.

Just curious if you've read this thread from the first. If not, it might be worth your while. To make it easy, if you don't have an app like LTE on/off on your phone, dial *#*#4636#*#* on your keypad then tap Phone information. Scroll down to Set preferred network type: and see if it is set at WCDMA preferred. If it is, change it back to CDMA + LTE/EvDo auto and back out of those settings. Sometimes doing a battery pull is needed, but not always. If you install LTE on/off, that's a shortcut to the same settings. More detailed instructions and a link is in the first part of this thread. For some reason, the network setting somehow gets switched and causes the boot looping.

I'm afraid if you went from a basic phone to an Android smartphone, it might not matter if it was the Rezound, or any other smartphone because they all have their quirks and even most models vary from great performance to nothing but trouble. You can look on the forum of any of the smartphones and find a lot of complaints, mainly because people with complaints are more vocal. I haven't had any problems with my Rezound and if you get a good one, it's one of the best phones you can get, but as you have found out, it can be hit and miss. If you have the choice, you might try the Razr Maxx. but there's no guarantee.

Don't jump carriers just because of a bad experience with one phone. Make sure that whatever carrier you're looking at has as good, or better coverage than Verizon. If they don't, even if you do manage to get a trouble free phone, it won't make any difference if you have poor coverage and the customer service isn't going to be much different at any of the major carriers. Just my opinion from being with AT&T for 15 years before moving to Verizon.

Good Luck

DharmaDog

Yes it was the same old WCDMA Preferred problem. Happened again about 12:30AM also. They must be monkeying with the network again.

I think today or maybe tomorrow is the day that My Verizon Mobile would normally hijack my phone so I guess we'll see if my fix worked. I asked Verizon today why they are insisting on pushing out an update to that crappy Verizon Location Agent when it is still the one from February and will say its not compatible with our phone anyway. They claimed to not know anything about it. I've been preventing it from updating.

pat3332

Are you talking about the same update we already got that originally had the VLA in it, or is this a new one. I still check once a day and my phone is still saying no new software update. My Rezound is still working fine and I don't really want another update before ICS, whenever that is. If they put it off until December, I'll just get a new phone. Heck, by then, ICS will be an old OS and they may have phones with Jelly Bean on them.

Maybe that's part of their strategy. If they put the upgrade off that long, a lot of people will just get new phones and they will have fewer complaints to deal with about the phones the ICS OTA either didn't fix, or messed up.

shetha

Thanks for the reply. I really DO like the Rezound and would love to keep it. The store did all of the things you are talking about and it worked until yesterday again. Then I pulled the battery and sim card again because it wouldn't access the network. It accessed the network but then it got hot. Now it is fine. All in about a 24 hour period. Verizon has stated that they would like me to change, but only to the Razr not the Maxx. Not excited about that either. Not sure what to do now. Would love to keep the Rezound, but I want it to keep working.

B33

The reason there wanting you to switch to the Regular Razr is because the ware house is out of the Razr Maxxes until the 28th but i see no reason why you would have to go with the regular one other than having to wait for it.. An is the Local Corp. Store wanting you to do that or the when you call C.S. Ask for a Manager if you go to the store an a Supervisor if on the phone. I am Very surprised at there wasn't an employee reaching out to ya on here because of this Issue..B33

DharmaDog

Just yesterday a Tech Support manager tried to get me to change to a RAZR but he specifically said I could not switch to the MAX, not that I'm even interested in that. Both would be a step down. I'm one of the people that can see the pentile matrix display and that tiny checkerboard pattern drives my eyes crazy. Not going for the non-removable battery. Hate the way the Razr feels in my hand and I hate MotoBlur. The Rezound is a much better phone with a much better display and camera and audio among other things.

Tomorrow is the 28th. That wouldn't have anything to do with it.

Krish085

So, I had to chime in on this one, for sure. In 3 years with VZ, I've had 2 droids, 5 thunderbolts... and now the rezound (because apparently they had already sent me all the thunderbolts they had!)

I'm up to my ears in bill, but I haven't had a phone that worked properly, and no service- fancy that!

Anyways, 2 days ago I had the reboot-on-crack problem, and almost had a melt-down. I was finally able to do a hard reset after 2 hours of the reboot torture (because who doesn't love losing all their info for the 15th time?) and it quit. But my data service has been for crap.

I came across this post, and went through the steps the OP recommended.

Back cover off, enter the #*#*4363*#*#...

However, my phone was already on CDMA + LTE/EVDO auto- so I didn't change anything.

I powered off, removed the battery and sim, and then replaced both and restarted.

In the last 15 minutes, I've had more 4G coverage then I've had in the last 15 Days (as long as I've had the darn thing).

Hoping this keeps up-

And THANKS SO MUCH for this post!

Here's to hoping all of your Rezounds can rebound!

jetski

I am a longtime Rezound user and I too have experienced your pain of endless reboots. After many hard resets, software uninstalls and reinstalls (yes the new google maps update also causes the endless looping problem), and network adjustments (the not always effective #*#*4636*#*# method, etc), I have learned something not mentioned very often in the many web discussions on the subject of android endless reboots (the Rezound isn't the only Android phone suffering from this awful disease by the way....): The HTC Rezound does NOT LIKE SWITCHING BACK AND FORTH BETWEEN 4G AND WIFI so switching to wifi should be minimized whenever possible on the Verizon network. During one of my discussions with a top level Verizon tech many months ago, he recommended since I had an unlimited data plan to avoid switching to wifi whenever possible since 4G is generally much faster (true) and frequent switching between networks like 4G and Wifi (or between 4G and 3G) can cause problems (it shouldn't be this way, BUT IT IS). In fact I have found that if I avoid switching to wifi alltogether, the frequency of the endless reboot problem disappears to almost zero (at least until the new google maps update appeared!). One of the most complicated maneuvers a smartphone or computer has to make is switching data networks (remember all of your system and software programs have to also adjust accordingly), and sadly our smartphone and smartphone networks have not yet learned how to do this as smoothly as our home and office computers.

jnoelle

Thanks for posting this. Neither Verizon nor HTC were of any help, I started experiencing this problem within days of buying the phone, I think they must have done this to it in the store, then it worked for a couple months, then i cracked the screen, then it started doing it again, but this time this code wouldn't work either. i did two hard resets before i gave up on it and had to use my insurance to replace the phone because verizon voided the warranty on account of the screen, even though the problem i was experiencing happened before the screen crack. whatever, i suck it up. i get my new one last week, it has already started doing all this again. at this point i have repeatedly asked them to just trade me for a phone of an equal or lesser value and they won't do it. i don't spend smartphone money to get a piece of junk!

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