Since Update to ICS, Thunderbolt Restarts randomly, instantly draining battery by 80%

[cernoma]

I am thrilled that the HTC Thunderbolt was finally OK'd for the update to Ice Cream Sandwich... and the operating system update is everything I had hoped for.  My issue that I can't figure how to fix is that the phone will randomly restart while I am in the middle of doing anything.  Obviously, this can be frustrating, especially if I were in the middle of actively using the phone

What I find especially disturbing is the battery charge status before and after these random resets.... A lot of times, these resets occur while I have a mostly charged battery... This morning, after one reset, the battery full % was immediately reduced to 9% (In the RED)... whoa.. from a single reset?  Seems way off... I was at least 80-90% full prior... I cannot imagine that a single restart would drain the battery so much...

Something is off.  Am I the only one experiencing these issues? (Random phone restarts and massive battery power loss after said restart)

Thanks,

Now I am noticing an issue with SIM Card... about every 3-4 restarts, the phone is giving me a message stating that it the phone is activating (AGAIN) and that I have to wait for another restart after 2 minutes... this planned restart never occurs... Now I can't tell if the issue is related to the Ice Cream Sandwich update or something else... Of note, I did just receive this refurbished phone on account of the OTA software update for Ice Cream Sandwich would not apply correctly...  Are the problems related to Ice Cream Sandwich, a battery, a refurbished phone, a SIM card... I just can't narrow down issue... This is my second refurbished phone that I am having difficulty with, so I am sincerely hoping this is not the issue as it paints a bad image towards the reliability of any reburbished phone... Once fine, but more than that is a trend that should not be ignored... Message was edited by: cernoma cernoma

[bmckenna]

I've experienced the exact same issue since the "upgrade" to ICS. I remember when I first got this phone that it was experiencing spontaneous reboots but it eventually was corrected. But now I can't even get the phone to run for 5 minutes without it shutting itself down. Because I use my phone for work in the field it makes things very difficult. I took mine into my local store and was told that the reboots would eventually subside as the new operating system updates everything. But the problem seems to have only gotten worse since then. Hoping that something can be done very soon!

[dan04280_33]

Hey cernoma,

I am having the same issue with my TB and again ever since the ICS Update. I have never had any issues with my TB until they forced me to update to the ICS.. My phone is in top reselling shape I invest in my phone and I protect it (Seido Hard case and screen protector) I went to bed and woke up with the new ICS and now my phone will be fully charged and I will be using the Internet or even on Facebook and the phone just shuts off. When I try to power it back up the phone notification light is now blinking orange and the phone is beeping at me. If the phone does restart fully (sometimes it will just shut right back off again) The battery is between 4%and 8%. If I plug my phone in when it is booting up it will come right on. But it will not shut off when it is plugged in to an outlet or usb no matter how much i am using it then. I also noticed when it shuts down like this it when it is on the "Network or Verizon Service" it will not shut down unplugged on a WI-Fi connection. I did the battery pull and even went to the factory reset (I hated to do it but did) and still having issues.

I am on the old unlimited data plan. I called Verizon tech support the first lady said oh we can replace it and she would put it under a factory warranty but she had to get me to Level 2 Tech support. I spoke with a Josh there and I told him I did all the steps that they were going to ask me to do (battery pull and factory reset etc..) He asked how long I have had my phone and I explained to him that I have had it all most two years and I have never ever had an issue like this and told him that I have been on here reading posts about people having problems after the ICS update. He then proceeded to tell me there was nothing he could do for me. I explained to him that I did not cause this issue that the update did. That I never know when my phone will just turn off and come on with a low battery. The only thing he told me was that I could re-new my contract and get a new phone... I was like NOOOO I am not paying for data when I had a perfectly good working phone until you (verizon) pushed this update out and of course I get well it wasn't verizon they don't make the software for it blah blah blah.... It an HTC software issue ... But when you call HTC they tell you its a Verizon issue!!! Why can't anyone own up to a problem??? This is isn't right what these companies do to people. You know I could see if I the customer did something to my phone to cause this problem fine shame on me and I would then have to get a new phone with the new contract. BUT I DID NOTHING TO MY PHONE TO CAUSE THIS ISSUE!!!!  THEY DID now they tell me my phone is out of warranty and I have to get a new one even though it was their update that caused this issue... NOT RIGHT!!!!  I am beginning to think they did this to the unlimited data customers to make them get a new phone so they can make their money from the new contracts in the data usage???

Well that's my two cents worth I am not very happy with all this and of course we as consumers have to put up with company's like these. I even called a lawyer and he told me that company's like this you can't even find an address to write to to file a complaint and they will keep refusing to help you until you just break down and do as they say like buy a new phone out right or like for me to re-new my contract and pay now for data usage. Also unfortunately there is not much other choices for cell phone company's here in Maine or the coverage of service. Verizon right now has the best coverage then all the others and better phones. If I had great Sprint coverage I would switch to them for their unlimited services..

[msg452]

I completely understand this disgust and frustration.  I liked my Thunderbolt just fine on Gingerbread, and tried to defer the ICS update for as long as I could, but it snuck up on me and was installed.

had all the same problems as everyone else.  a hard reset seemed to address the responsiveness issues, but then I started having the progressively worsening random reboots.  I was convinced it was a software/hardware conflict, but read a suggestion on another post where a contributor mentioned that it sounded like a weak battery.  I never had any battery issues before, so I brushed that off - "not me".  well, out of desperation one day, I tried the battery out of an earlier damaged thunderbolt that we have in the office.  stability restored.  I've not seen a single random reboot since.  I cannot explain how/why my battery began to fail, but it appeared to coincide with the updates.  I can only speculate that the update process taxed the battery and a poor battery condition just got worse.

if you still have your phones and enjoy them, I'd recommend a new battery and hard reset and reinstall all your apps.  my phone's been working pretty well since.

I couldn't find a battery for my phone through Verizon, so I ordered the 1750mAh one that SEIDO offers.  just be sure to follow the instructions for the first 5-6 charge cycles if you go this route.  they recommend 8hrs initially for best performance.  hope this helps!

[chris_k1]

I did the ICS update when it was released, and everything was great.  Then about 3 weeks ago, my battery completely went down the crapper.  Now it wont last more than 10 min off the charger doing anything... at all.  I didn't think it was related to the ICS update--just an 18 month old battery reaching the end of its life.

I've pre-ordered an S4, so I wont be dealing with it much longer, though.  I can't wait to get rid of the TB.  HTC and VZW should be ashamed for selling that piece of junk.

[hammerofhu]

I have had the same prob with my Thunderbolt since update.  spoke to verizon numerous times and replaced phone 3 tims but problem remains.  phone doesnt turn off when charging, but randomly when not charging and then reboots wit battery power completely drained. i have 3 batteries and it happens with all 3, so not a battery issue.  verizon gave me these responses.  1. factory reset and remove the googlemail acct used to back up your files.  they said there may be corrupt date in your googlemail acct which is going back to phone. also 3rd party apps may be prob.  2. restart phone in safe mode.  you will lose access to certain aspects of phone, but phone may not turn off.  3. remove SD memory card as corrupt data may be stored on memory card. 4. replace SIM card.  well i tried the first 3 options with no success at all!  wasted a lot of time.  now verizon is sending me a new SIM card and i will try that tmrw.  seems to me that verizon is trying to force us all out of the unlimited data plan, as there 1st response to everything is "give up your phone and unlimited data and get a new phone with a crappy limited data plan".  clearly they caused this prob, so how they can act like they dont know how to fix it is ridiculous!!

[budone]

As my TB has been flawless since the update (However I did do a master reset after the update) and with it happening with 3 different devices, I suspect an app conflict or a rogue app.

Place the TB in safe mode for a day and see if the symptoms disappear.Safe mode takes any apps you have downloaded out of the equation

Safe Mode - Thunderbolt™ by HTC

[#8]

Hi cernoma,

Thanks for reaching out to us about your update concerns. This is a great update that many Thunderbolt users were waiting for.  It appears that you are having a problem with an app on your device.  Many times, when doing an update there is an app that is not compatible with the new update. This can be the reason you are having the issues.  I would recomment running your phone in safe mode for 24 hours. This will disable all apps. If the problem does not persist than we can confirm it is an app causing this. If the problems do persist than we know it is an issue with the update. Here is a link to put your phone in safe mode. http://vz.to/18tlfQV Let us know how it goes.

Follow us on Twitter @VZWSupport

[ThunderboltPM]

Same thing happening here.  I thought the original battery was dead (would go from 1/2 to very low red level out of nowhere).  Since then I have tried: New battery, new phone #1, new SD card, new SIM card, new phone #2.  I am now on phone #3 and the problem is still happening.  Stays on for short amount of time, then turns itself off - no consistent time frame or app.  I have to pull the battery or plug it in to power it back on.  When the phone remains plugged into a charger, it stays on.

Verizon rep KellySM_VZW, why would it work when plugged in if it was an app issue??  It should behave the same.

[budone · Accepted solution]

If plugged in the battery will not drain. As I suggested to the other poster, place the device in safe mode for a day, and see if the situation disappears. If it does, it is an app conflict or a bad app.   I have the TB, and zero issues at all. again, after the update, I did a master reset. Which, IMO, is needed after amazon update.

[ThunderboltPM]

I tried a Factory Reset and also Safe Mode, same issues.  I will be getting my 4th phone later today, fingers crossed.  At the Verizon store, the rep told me that if I call support and explain the issues, they may sub a comparable model.  They are limited in-store as what support options they can perform.  Maybe that is a better route than hoping a replacement phone will work.

[chris_k1]

I think the idea that it is a "rogue app" or anything other than the update/phone itself is bogus for a number of reasons.

1. Only the TB seems to have this issue--this is very unique.

2. Run-of-the-mill apps generally don't have the ability to do what is being done to these phones--this is getting down to the lower levels of the phone's OS and I/O.

3. A fully charged phone will last for hours if left idle, but will drain in mere minutes with ANY sort of use: voice, data, videos... anything.

4. Many phones worked great for some time after the ICS update, and only developed the problem later without any additional changes to the phone.

The fact that HTC and VZW have washed their hands of this issue are the reason why I have sworn off HTC for good, and warn my friends and colleagues against HTC, and why I am no longer a strong advocate of VZW (though I obviously haven't sworn them off, and don't try to steer friends away).

[hammerofhu]

I was finally able to resolve my TB issues or random cut-offs and sudden battery drain.  I made sure to use a "good" battery.  did a factory reset, then deleted my Gmail acct associated with the phone and created a new Gmail acct.  All this was done without memory card in phone.  after making sure phone worked this way, I put the memory card back in.  ran phone this way until sure it worked and then began reloading apps one at a time.  Phone now works like a charm.  I'm inclined to believe that there was "actually" a rougue or corrupt app either on the phone or in the gmail acct associated with phone, that was backed up and saved and then reloaded to phone repeatedly causing the problem.  try this route and see what happens.

[jennevans]

I have started having this problem in just the past week. However, I have had the SIM card issue for months now. My husband did a reset to see if that would fix it, it did not. I put the phone is safe mode and uninstalled all apps, all updates to apps that I cannot remove (when did FB and Kindle become standard apps?), kept it in safe mode for 24 hours as suggested, and as soon as I restarted to clear it from safe mode, it went to 9% power. A lot of the time I go from half charge to 2% or even 1% and it shuts down. A couple of times I saw a quick message that said "Android system failure" before the phone went black.

I am going to try to do the reset again, and if that does not fix it, I don't know what else to do.

[budone]

How long have you had the TB?

[KathyH_VZW]

Hello and happy Sunday jennevans.

I wanted to reach out to you to see if your device performance improved after the hard reset. We know how important your wireless device is for you to stay connected which is why we wan to act with a sense of urgency. If you can be so kind as to share your findings then that would be great. Also, please provide the software, android, and baseband version on the phone. This can be found under Settings > About Phone. I'm looking forward to your reply.

Thank you...

KathyH_VZW

Follow us on Twitter @VZWSupport

[insulatorsplus]

I have been experiencing this exact issue. I thought it was a bad battery at first because it would just drain really fast then my phone would shut down. Usually this would happen after about 15 minutes of use after unplugging and having a 100% full charge. When I restart the phone after it shutting itself down, battery will be extremely low (usually below 20%). However, if I manually restart the phone after that, the battery is instantly fully charged again and can last anywhere from that 15 minutes to all day long. So, it's definitely a system issue and NOT a battery issue. If this was a battery issue, when I restart, the battery would still be dead. I have gone through "settings>apps" and disabled whatever apps aren't required for system usage including gmail as I do not use it other than to simply have a Google account for my phone. I have disabled the "backup and save app settings" setting. I searched for this issue on Google and found this Forum. The fact that there are more people having the same issue indicates also that it is not a dead/worn battery. I have done Factory reset several times on this device. I've had the ICS update since it was released and received the Verizon update to add back the Emergency Alerts (which I had lost) and the Messaging update. Currently running ICS 4.0.4 Revision: 7.02.605.10710RD Baseband Version: 2.03.00.0201r, 0.02.02.1211r.

[RoseH_VZW]

Hey there insulatorsplus,

I'm sorry to hear about the battery issues you are having. Let's bring some energy back to your Thunderbolt.  Thanks for providing the troubleshooting steps that you have already gone through.  The factory reset is the most effective step in the troubleshooting process as it would erase any software bugs that may be causing the issue.  If that didn't work we would have to look at replacing the phone.

Please dm me your mobile number and billing system password so I can review your account in detail and determine the best replacement option for you. For steps on how to dm me please visit

RoseH_VZW

Follow us on Twitter @VZWSupport

[insulatorsplus]

Hi Rose,

I cannot send a PM to someone who I'm not "friends" with on here apparently. However, I already know I am not eligible for an upgrade. I had originally planned to get one in September but then Verizon changed the rules (of course) so now I am not eligible until next year and am stuck with this phone that has faulty software. That being said ... I was able to get a screen capture of the message it shows each time it shuts down. Maybe this will help with deploying a patch? By the way - it has now even started doing this while plugged into the charger, so definitely NOT a battery issue and continuing to get worse. Whether I click wait or OK, the phone still shuts down. And as you can see from the screen shot, the battery is fully charged and on the charger when this happened!

[budone]

Have you done a master reset. That will correct the issue

[insulatorsplus]

Oh gee, is that all it takes? Gosh I should have thought of that before. OH YEAH!!! I DID!!! Please read the entire thread with all included posts before you post what's already been addressed. Thanks!