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At&t captivate shut down press release

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bash_array

Senior Member
Nov 9, 2010
1,315
849
Anywhere USA
Samsung has released an imei range for the problematic random shut down phones. If the last 4 numbers of your imei is lower than 5394 then your phone will have the shutdown problem eventually. SAMSUNG has found that all captivates manufactured before November 6th 2010 have this defect. This press release was published on Dec 20th

ID: myc_spt_iss_wid_sam_189047

Date Published: December 20, 2010
Manufacturer(s): Samsung
Model(s): i897 (Captivate)
Issue Type: Informational

Issue Summary

AT&T and Samsung are working together on a power off issue on the Samsung i897 Captivate. There is a small group of Samsung i897 Captivate devices which may experience power off when in standby mode. All devices manufactured after November 6, 2010 should not have this issue. Most customers are not expected to see an issue, however the following IMEI range could potentially have the issue and AT&T and Samsung want to ensure these customers have the best possible experience and quickly address customer care inquiries should they arise:

IMEIs manufactured before November 6, 2010: 352982040855394 or lower - 5393, 5392, etc.

If customers reports that their device is powering off when in standby mode please assist them with exchanging their device.

SKU: 65187

Critical Must Know/Must Do

Customer/Embedded Base: If a customer has the power off issue when in standby mode please exchange their device. Customers with the launch software version i897UCJF6 are more apt to have the standby power off issue. Meanwhile customers that have devices manufactured after November 6, 2010 should have software version i897UCJH7 which fixes the Power Cycling related to SW issues.
Existing Product: All devices that were manufactured before November 6, 2010 have the potential to be affected.
New Product: Devices manufactured after November 6, 2010 should not experience this issue.
Distribution Center: No action necessary.
Channel Instructions

Company Owned Retail: Continue to sell through existing inventory. If a customer has the power off issue when in standby mode please exchange their device.
Dealers: No action necessary.
National Retail: No action necessary.
Direct Fulfillment: Continue to sell through existing inventory. If a customer has the power off issue when in standby mode please exchange their device.
Customer Returns and Exchanges: Standard under 30-day returns are in effect for this issue.
Accountability/Responsibility

Distribution Centers: No action necessary.
Channels/Markets: Adhere to Standard Operating Procedures.
Returns Processing Center: Adhere to Standard Returns Processes.
Supply Chain: Please send questions or comments to SCM Product Advisory.

**If your Captivate has already been exchanged at your local device support center ignore the last 4 digits as the units the device support center gives you in exchange are not known to have this defect**
 
Last edited:

polarbee

Senior Member
Feb 5, 2009
82
10
Alaska
Well, having purchased my phone on launch day, I know it falls into that IMEI range. I wonder if this would make getting a replacement any easier?

Where'd you find this?
 
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nbs11

Senior Member
Jul 25, 2010
515
148
Chicago
Well, having purchased my phone on launch day, I know it falls into that IMEI range. I wonder if this would make getting a replacement any easier?

Where'd you find this?

I bought mine the day after, but I believe that not all phones before November 30 have the defect, just that SOME phones have it
 

polarbee

Senior Member
Feb 5, 2009
82
10
Alaska
I bought mine the day after, but I believe that not all phones before November 30 have the defect, just that SOME phones have it


Oh mine has it but I've mostly been ignoring it because it doesn't happen very often. It's just enough though that if this press release made getting a new (not refurbished) unit easier, I would seriously consider it.
 

cappysw10

Senior Member
Jul 27, 2010
1,452
106
Upstate NY
For sure, I got mine in the first week. I have only had troubles with some of the custom roms. And if JH7 "fixes the Power Cycling related to SW issues" then AT&T can use that as an excuse regardless of what this says.
 

boborone

Senior Member
Nov 28, 2009
13,101
2,322
Great country of Texas
bfy.tw
I see an oden to stock and new captivate in my future. I too was holding off, happens maybe once a week. If this if an internal memo, please upload copy of it with parts that name you blacked out.

From a phone
 
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demonte21

Senior Member
Nov 30, 2010
122
3
Montreal, QC
I guess it's the same thing for the Canadian version... on rogers. My IMEI is also in the affected range... and I do have that random shutdown.

quite annoying... I will go to futureshop ask for an exchange... only 14 days usage!
 

visitador02

Senior Member
Dec 3, 2008
232
1
My first phone was purchased from Amazon around the week of Nov. 20. It had 1009 production batch and JH7 firmware. It got the power off issue. Amazon exchanged me with an earlier production, 1008) and came with the CF6 software. I had to use mini kies to update it. So far (one week), it hasn't had that issue. So, it does seem that the issue happens to some, but not all phones.
 

pietro_spina

Senior Member
Jul 20, 2010
178
21
Western MA
Mine starts with 3518xxxxxxxx... I've had 1 maybe 2 shutdowns in 5 months I've had this replacement device... I wonder if I should take my chances with another warranty replacement.
 

kdwolf85

Senior Member
Aug 4, 2010
564
175
TX
Samsung Galaxy S21
Wow. Mine is really down there at 1093. I've never had an issue with the random shut downs. I will get soft resets after messing with the lbstest app and sometimes it won't unlock completely (lock screen freezes as I swipe).
 

scrubinator

Senior Member
Nov 12, 2008
53
6
Bought mine on launch day and I've had a few random shutdowns. How much of a pain is the warranty replacement? Will I have a chance of getting a phone with working gps??
 

codyrt

Senior Member
Feb 23, 2010
152
16
What is the usual turnaround time by going through Samsung for a replacement? I bought my phone on eBay recently after the launch date so I can't go to AT&T.
 

Jeffu

Senior Member
Nov 21, 2010
119
10
Mine is 3541xxxxxxxx; which is much later... should that mean I won't get the shut downs?

And am I understand this correctly? It's a software issue?

(is using Captivate Alive ...)
 

88EVGAFTW

Senior Member
Aug 17, 2010
741
133
San Diego, CA
LOL mine is 35186304XXXXXX and I have not had a single problem :D this is the third captivate I had and this one was the one I got back from a warranty Exchange. The first Captivate I had on July 30 shut down a few times. The second Captivate I got on August 20 shut down 10+ times a day.

Now I am fine on this one :D been through 4 roms as well :D
 

LBCaptivate

Senior Member
Sep 30, 2010
219
14
Austin
So does this mean we can get a new phone or will it still be a refurbished phone? Should we contact Samsung, the AT&T store we got our phones from or an AT&T device support and service center?
 

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    Samsung has released an imei range for the problematic random shut down phones. If the last 4 numbers of your imei is lower than 5394 then your phone will have the shutdown problem eventually. SAMSUNG has found that all captivates manufactured before November 6th 2010 have this defect. This press release was published on Dec 20th

    ID: myc_spt_iss_wid_sam_189047

    Date Published: December 20, 2010
    Manufacturer(s): Samsung
    Model(s): i897 (Captivate)
    Issue Type: Informational

    Issue Summary

    AT&T and Samsung are working together on a power off issue on the Samsung i897 Captivate. There is a small group of Samsung i897 Captivate devices which may experience power off when in standby mode. All devices manufactured after November 6, 2010 should not have this issue. Most customers are not expected to see an issue, however the following IMEI range could potentially have the issue and AT&T and Samsung want to ensure these customers have the best possible experience and quickly address customer care inquiries should they arise:

    IMEIs manufactured before November 6, 2010: 352982040855394 or lower - 5393, 5392, etc.

    If customers reports that their device is powering off when in standby mode please assist them with exchanging their device.

    SKU: 65187

    Critical Must Know/Must Do

    Customer/Embedded Base: If a customer has the power off issue when in standby mode please exchange their device. Customers with the launch software version i897UCJF6 are more apt to have the standby power off issue. Meanwhile customers that have devices manufactured after November 6, 2010 should have software version i897UCJH7 which fixes the Power Cycling related to SW issues.
    Existing Product: All devices that were manufactured before November 6, 2010 have the potential to be affected.
    New Product: Devices manufactured after November 6, 2010 should not experience this issue.
    Distribution Center: No action necessary.
    Channel Instructions

    Company Owned Retail: Continue to sell through existing inventory. If a customer has the power off issue when in standby mode please exchange their device.
    Dealers: No action necessary.
    National Retail: No action necessary.
    Direct Fulfillment: Continue to sell through existing inventory. If a customer has the power off issue when in standby mode please exchange their device.
    Customer Returns and Exchanges: Standard under 30-day returns are in effect for this issue.
    Accountability/Responsibility

    Distribution Centers: No action necessary.
    Channels/Markets: Adhere to Standard Operating Procedures.
    Returns Processing Center: Adhere to Standard Returns Processes.
    Supply Chain: Please send questions or comments to SCM Product Advisory.

    **If your Captivate has already been exchanged at your local device support center ignore the last 4 digits as the units the device support center gives you in exchange are not known to have this defect**
    1
    Well, having purchased my phone on launch day, I know it falls into that IMEI range. I wonder if this would make getting a replacement any easier?

    Where'd you find this?
    1
    I see an oden to stock and new captivate in my future. I too was holding off, happens maybe once a week. If this if an internal memo, please upload copy of it with parts that name you blacked out.

    From a phone
    1
    I've been having this problem with random shut downs myself, but I'm outside the range. An Imei ending in above 8000 and the Baseband version being CJH7.

    Any idea what is wrong and what can I do? I got the phone via Amazon Wireless and it's past the initital 30 days.

    It doesn't really matter - just call AT&T, tell them what's going on, and you'll probably have a replacement on your doorstep in 2 days.
    1
    I just got my refurb from att today and the ime address is lower than 5394. What do you guys think I should do? Should I call for another replacement?

    Call customer support, tell them you got another phone in the bad IMEI range, and tell them you are returning it and want them to call your local store and arrange for a new phone. That's what I'm going to do if my replacement is bad.