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Official ASUS Thread - Users with BT/WiFi Fallout Issues

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Gary Key

Senior Member
Apr 28, 2011
88
1,602
www.asus.com
Good Day,

For those users who are suffering from the WiFi/BT fallout issue please PM me with your unit serial number so we can verify the firmware version on your unit to confirm our replication findings.

Issue -
1. WiFi and BT turned on and active.
a. Stream a media source via WiFi for playback to a BT device (headphones, speakers, etc) and the signal degrades to the point where the streaming source stops and requires a reset to the BT device. This is the most common problem reported although using several BT devices (keyboard, mouse, headset) and using the Internet Browser to simply view media content has also been reported as a problem when using BT input devices.

Sincerely,
Gary

1/15/12 Update - Thank you to the users who have submitted their serial numbers. We will start investigating the production dates and firmware revision late today. Hopefully, I can start responding to these users early this week. As for users not experiencing this particular drop out yet are still not experiencing full WiFi capabilities we will investigate these serial numbers and firmware revisions shortly. I will also provide recommendations for router settings in the near future.

1/17/12 Update - We are still going through the serial numbers submitted and will probably have an engineer or technical specialist reach out to discuss system setup and check a few settings. I will contact a sampling of users who submitted their serial numbers for this follow up.

1/18/12 Update - We are contacting another subset of users today for verification of the dropout on certain configurations. I should have an update in the near future regarding this problem.

1/19/12 Update - Well, not really an update as we are awaiting test results from returned units and users with replacement units. In addition, I fully expect Service and Engineering to finalize an action plan in the very near future for the units with the drop out problem.

Just a reminder, for those I or engineering did not contact directly yet about this problem, it does not mean we are ignoring your problem. We have read all the messages so please do not be upset if we have not contacted you yet.

1/22/12 Update - I will have updates tomorrow and a new communication system with forum members headed up by a dedicated staff.

1/23/12 Update - We are finalizing a service side solution for the WiFi/BT dropout problem and hopefully it can be rolled out shortly. We will directly contact another set of users for direct communication with our engineering staff starting tomorrow.

1/25/12 Update - We are working on two different solutions now and hope to have a fix available in early February.

1/31/12 Update - We are continuing testing on firmware updates and review of hardware returns due to inconsistencies between units that work properly and those that do not. I will have an update tomorrow.

2/2/12 Update - Sorry for the delay. We met again with the wireless engineering group today to discuss the inconsistencies between units that work properly and those that do not along with potential solutions beyond rework or replacement. In addition, we are discussing with the service team to setup a direct communication address and procedure (as we did with the serial number not found problem) for users with the dropout problem. As soon as I have additional information I will post it here first.

2/7/12 Update - We should have an announcement/plan in a couple of days for users suffering from the WiFi/BT dropout problem or severe WiFi dropouts.

2/8/12 Update - We pushed 9.4.2.13 early to address the random lock and reboot issues plus you might see general improvements in performance including WiFi and maybe even aGPS. ;) For users still experiencing the drop out problem with WiFi/BT enabled, we expect to release a statement shortly (edited for clarification).

2/13/12 Update -
For users experiencing the WiFi/BT dropout (complete dropout) issue we will have an update tomorrow for owners of those units.

2/14/12 Update -

For North American users with the WiFi/BT dropout problem (WiFi on, BT on, stream media through a BT connection and the signal drops out completely) that have not had their unit repaired or exchanged we ask that you please send the following information to [email protected] :

Subject: <TF201 WiFi/BT Dropout – Your Contact Name>

Body:
Name: Your Customer Name
Phone: A contact phone number
Email: Your Email address
SN#: Your TF201 Serial Number

A customer care representative or technician will take your information, contact you and might ask you to walk through a short procedure to verify the problem. We plan on reworking these particular units with a dedicated line process or worst case, exchanging the units. If you do not hear from a customer care representative or technician within 72 hours, please PM me the above information and I will have an intimate discussion with the service group. ;)

If you are in a region other than North America, please contact your local service team.

In addition, we will have a new OTA update next week. .15 Released.

3/6/2012 Update:
I am back and will start answering messages.

3/8/2012 Update:
Users who RMA'd their units for the BT/WiFi fallout issue and are still waiting on repairs should receive an update status on or around 3/12~3/13. Additional units and replacement parts will be at the service depots by 3/12.

5/31/2012 Update:
If you are still suffering from any BT/WiFi fallout issues, please contact Tien at ASUS_USA for problem resolution.
 
Last edited:

kokusho

Senior Member
May 21, 2010
429
194
Paris
Hi Gary, I was planning on buying the Prime (when release in France) and use my BT with it but then I read about this issue which is a deal breaker for me so I cancelled my order.
If you can assure us that this is a software issue and will be fixed I ll gladly order back the Prime.

Sent from my HTC Desire using xda premium
 

amarriner

Member
Jul 20, 2011
17
1
I sent a PM as well. I'm not sure I'm seeing the same issue, but it was pretty closely related so I thought I should. I was attempting to run OnLive with a bluetooth controller connected and OnLive just slowed to a crawl with bluetooth on. Once I turned it off things were back to normal and it ran fine.
 

domain90

Member
Jan 8, 2012
17
1
Good Day,

For those users who are suffering from the WiFi/BT fallout issue please PM me with your unit serial number so we can verify the firmware version on your unit to confirm our replication findings.

Issue -
1. WiFi and BT turned on and active.
a. Stream a media source via WiFi for playback to a BT device (headphones, speakers, etc) and the signal degrades to the point where the streaming source stops and requires a reset to the BT device. This is the most common problem reported although using several BT devices (keyboard, mouse, headset) and using the Internet Browser to simply view media content has also been reported as a problem when using BT input devices.

Sincerely,
Gary

Hi Gary does this mean that there is a solution for this problems?
 

5h4d0w

Senior Member
Nov 27, 2008
57
4
Hi Gary does this mean that there is a solution for this problems?

Does it say that anywhere in his message? No. It says they've been able to reproduce it and are looking to confirm which serial #'s are affected. If they think they've tracked it down to a production issue and the serial #'s don't match up, they know they need to keep looking.
 

demandarin

Senior Member
Apr 7, 2010
7,021
2,038
Alexandria, Va
Oh...lol now everyone wants to jump on this thread when its been up here since noon or so. That's why I bumped it hoping it would finally catch peoples attention vs. All those other b.s. threads. THIS thread is a major step in the right direction. ASUS is trying to address the issues as you can see. THANKS again Gary.
 
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joviansky

Senior Member
Dec 8, 2011
81
8
New York City
PM sent as well. Please get back to us soon.


EDIT: As of my Prime updating to ICS, I no longer have any Wifi issues or any at all for that matter. Have yet to try GPS but I could care less about GPS to be honest.
 
Last edited:

compuw22c

Senior Member
Dec 26, 2007
621
237
Chicago, IL
Also sent a PM, also got a response earlier, this guy Gary really sounds like he'd like to help, so let's try and give him all the info he needs and help him help us. Below I've included the majority of my message to him to also share with the forum in an attempt to help us identify affected batches, scenarios and solution. Thanks again Gary! AWESOME device, lets make it perfect!
-------------------------------------------------------------------------------------------

SN: BC0KAS022982 WIFI MAC ADDRESS: 54:04:A6:4E:C6:F7 Android Version: 4.0.3 GPS Version: V6.8.13 WIFI Version: V6.1.1.17 Bluetooth Version: V9.23 Camera Version: TF201-0x9900 Touch panel version: MXT-2.0 build 170 Kernel Version: 2.6.39.4 [email protected]#1 Build number: IML74K.US_epad-9.4.2.7-20120106 Pad EC Version: TF201-PAD-0214

If you need any more info or beta testers, let me know. (Also, an unlocking tool would be cool, I imagine it's in the pipeline after fixing issues...)

Thanks again for helping us out with this!

The following below is a copy of my Tuesday message: -----------------------------------------------------------------Hello again Gary. We spoke last week regarding BT/Wifi as well as GPS issues. I'd like to follow up with my experiences regarding the ICS updates.

All issues remain unchanged. While I personally have never had an issue with Wifi by itself (granted I'm in a fairly small house so my range requirements aren't too much), the BT/WIFI interference issue still exists the same as it did before. Same with the GPS. I have attached 2 screenshots showing both the typical, unable-to-lock situation showing high SNR (good signal) as well as a successful lock at a slightly lower SNR across the board. Both screenshots are indoors, as I seem to have the same luck indoors and out and I'd rather not be cold. It's also losing all satellites randomly as before. However, this issue is not my main concern (though I see it as important nonetheless, particularly knowing the aluminum isn't responsible for the instability, it is much more likely in software given it can get a decent signal, but not hold it).

Screenshots: http://www.multiupload.com/EQ0TLSBU80

My main concern is the BT/Wifi interference. I don't believe I'm alone in this, as I could agree that most will not use GPS for navigation, I believe MANY people want to use BT headphones (especially given the weak speaker) while watching netflix, hulu, etc, or even just listening to music while browsing the internet. I believe this should be the main concern for your development teams going forward. I did want to mention that in my digging around forums and teardowns I believe the TF201 uses 2 wifi controllers, one by azurewave? and the other, most likely not meant to be active, is also embedded within the GPS/BT/Wifi chip (Broadcom). I would not be surprised if the issue between BT and Wifi has something to do with either the interaction between these controllers (maybe both wifi radios are active and are freaking each other out, when only the azurewave should be active for wifi and the broadcom for BT)

I would greatly appreciate you forwarding the following link to your development team for them to at least look at and see if there might be something of use: http://forum.xda-developers.com/show...1433699&page=2 This is the thread where I found evidence of the 2 wifi controllers.

Regarding some of the 'crazy' threads going on right now with people saying they think they deserve the new tf700, I think that's going way overboard and completely unrealistic, HOWEVER, if a redesigned backplate for the tf201 is a possibility I think a lot of people here would be extremely grateful and the people bashing asus would turn on a dime.

Again, I greatly appreciate you being here on these boards as well as your help with resolving his matter. I was optimistic that ICS would at least resolve the BT/Wifi issue and I won't lie, I'm extremely disappointed in Asus at the moment. I am however still very glad to have a contact here on the forums and hope we can work together to resolve some of these issues. In the meantime, since I am running DD-WRT and have access to a large set of options to play with, I'll be doing just that to see if by chance its an issue of what channel you're on or something to that effect that might resolve the BT/Wifi Issue. Thank you again for your help and facilitation of communication to the Asus devs that have the power to make this device the great device it should be!

(Channel changes and other router settings could SLIGHTLY reduce but never eliminate the problem)
 

techjunkie9194

Senior Member
Mar 11, 2006
102
9
It's quite amazing what some people will give you a pass for.

I on the other hand certainly DO NOT accept that you Asus, are all super now for doing something about this mess you have caused.

Too little, too late... you KNEW about the faults BEFORE IT WENT ON SALE but you still sought to monetize the broken POS that is the TFP at the expense of the goodwill of your customers.

You're actions in this matter have been ILLEGAL.. but you get away with it because no one has the money to haul your ass into court.

You have no credablity left as a company, except to those less than responsible people who are quite happy at being sold shoddy third rate workmanship.. which seems to be a rather large proportion of the people here at XDA, which coincidently should be the very people who should know better. It certainly looks like a case of too much money and not enough brains or responsibility.

But let me assure you Gary of Asus.. that those of us who know the value of a dollar, won't quickly forget what you have done here and how you have tried to abuse your customer base.


Man, if I was Gary tell me why would I even bother? He is not Asus he just works for them and is doing his job. He didn't have to stick his neck into this buzz saw. Lets not beat up the messenger, especially when he is trying to work for us. I realize you may be frustrated but this is not the thread for that! Please go start an Asus Haters Club if you must but please don't direct your ire at the one person trying to help. Have a serial number PM it. If not move along.

My serial number sent!
 

Nomad 666

Senior Member
Jan 3, 2012
55
9
Gary,
I don't know if i have the problem. Could you please send me a pair of bluetooth headphones.
 

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  • 86
    Good Day,

    For those users who are suffering from the WiFi/BT fallout issue please PM me with your unit serial number so we can verify the firmware version on your unit to confirm our replication findings.

    Issue -
    1. WiFi and BT turned on and active.
    a. Stream a media source via WiFi for playback to a BT device (headphones, speakers, etc) and the signal degrades to the point where the streaming source stops and requires a reset to the BT device. This is the most common problem reported although using several BT devices (keyboard, mouse, headset) and using the Internet Browser to simply view media content has also been reported as a problem when using BT input devices.

    Sincerely,
    Gary

    1/15/12 Update - Thank you to the users who have submitted their serial numbers. We will start investigating the production dates and firmware revision late today. Hopefully, I can start responding to these users early this week. As for users not experiencing this particular drop out yet are still not experiencing full WiFi capabilities we will investigate these serial numbers and firmware revisions shortly. I will also provide recommendations for router settings in the near future.

    1/17/12 Update - We are still going through the serial numbers submitted and will probably have an engineer or technical specialist reach out to discuss system setup and check a few settings. I will contact a sampling of users who submitted their serial numbers for this follow up.

    1/18/12 Update - We are contacting another subset of users today for verification of the dropout on certain configurations. I should have an update in the near future regarding this problem.

    1/19/12 Update - Well, not really an update as we are awaiting test results from returned units and users with replacement units. In addition, I fully expect Service and Engineering to finalize an action plan in the very near future for the units with the drop out problem.

    Just a reminder, for those I or engineering did not contact directly yet about this problem, it does not mean we are ignoring your problem. We have read all the messages so please do not be upset if we have not contacted you yet.

    1/22/12 Update - I will have updates tomorrow and a new communication system with forum members headed up by a dedicated staff.

    1/23/12 Update - We are finalizing a service side solution for the WiFi/BT dropout problem and hopefully it can be rolled out shortly. We will directly contact another set of users for direct communication with our engineering staff starting tomorrow.

    1/25/12 Update - We are working on two different solutions now and hope to have a fix available in early February.

    1/31/12 Update - We are continuing testing on firmware updates and review of hardware returns due to inconsistencies between units that work properly and those that do not. I will have an update tomorrow.

    2/2/12 Update - Sorry for the delay. We met again with the wireless engineering group today to discuss the inconsistencies between units that work properly and those that do not along with potential solutions beyond rework or replacement. In addition, we are discussing with the service team to setup a direct communication address and procedure (as we did with the serial number not found problem) for users with the dropout problem. As soon as I have additional information I will post it here first.

    2/7/12 Update - We should have an announcement/plan in a couple of days for users suffering from the WiFi/BT dropout problem or severe WiFi dropouts.

    2/8/12 Update - We pushed 9.4.2.13 early to address the random lock and reboot issues plus you might see general improvements in performance including WiFi and maybe even aGPS. ;) For users still experiencing the drop out problem with WiFi/BT enabled, we expect to release a statement shortly (edited for clarification).

    2/13/12 Update -
    For users experiencing the WiFi/BT dropout (complete dropout) issue we will have an update tomorrow for owners of those units.

    2/14/12 Update -

    For North American users with the WiFi/BT dropout problem (WiFi on, BT on, stream media through a BT connection and the signal drops out completely) that have not had their unit repaired or exchanged we ask that you please send the following information to [email protected] :

    Subject: <TF201 WiFi/BT Dropout – Your Contact Name>

    Body:
    Name: Your Customer Name
    Phone: A contact phone number
    Email: Your Email address
    SN#: Your TF201 Serial Number

    A customer care representative or technician will take your information, contact you and might ask you to walk through a short procedure to verify the problem. We plan on reworking these particular units with a dedicated line process or worst case, exchanging the units. If you do not hear from a customer care representative or technician within 72 hours, please PM me the above information and I will have an intimate discussion with the service group. ;)

    If you are in a region other than North America, please contact your local service team.

    In addition, we will have a new OTA update next week. .15 Released.

    3/6/2012 Update:
    I am back and will start answering messages.

    3/8/2012 Update:
    Users who RMA'd their units for the BT/WiFi fallout issue and are still waiting on repairs should receive an update status on or around 3/12~3/13. Additional units and replacement parts will be at the service depots by 3/12.

    5/31/2012 Update:
    If you are still suffering from any BT/WiFi fallout issues, please contact Tien at ASUS_USA for problem resolution.
    4
    Gary is away traveling until 3/4 as per his signature on the op here.

    And when Gary is away traveling, the entire user base of a $500+ device which has sold (probably) a few hundred thousand units gets to sit idly by and wait for his shepherding hand to return so that they can get responsive competent support.

    Really? How ridiculous is this situation? WHY ARE WE SO DEPENDENT ON GARY, PEOPLE???

    Sorry for the shouting, but all these "Gary" comments are getting annoying. The fact of the matter is that Gary should be able to fall off the face of the earth (and I sincerely hope he does not) but it should not effect people's support experience with this product. He's one man, in one country, and even worse he's in Marketing. This whole scenario is maddening.

    Edit: Nothing against marketing people, and I don't mean that derisively. I simply mean that if we're depending on any one person as the primary point of contact for support, shouldn't it be someone who's in support?
    3
    I know this is a foreign concept to the digital generation but have some patience. If you can't use your device cause of these issues then return it, if it works then just wait, solutions to problems like this don't come in a week, two or even a month sometimes. In a situation like this they have to be damn sure they are releasing a fix when they speak so give it some time.
    3
    Good Day,

    5/31/2012 Update:
    If you are still suffering from any BT/WiFi fallout issues, please contact Tien at ASUS_USA for problem resolution.

    As instructed a PM and Email has been sent to Tien.

    Video taken of my issue.


    I will update here once/if I receive a response.
    3
    The snark really isn't called for in this thread. ASUS is obviously trying to work on this issue. Go trolling elsewhere.

    Agreed, don't be rude to a guy trying to help you out. And if the issue were enough to deter you you would have returned it. Though in reality you, like us realize the device's benefits outweigh its flaws. I love how nobody seems to remember the ipad2 has no gps at all without the 3g radio, and it also had diminished wifi vs ipad1. But its apple so nobody notices or tests as thoroughly as we do.

    Don't get me wrong, I certainly am not happy about the bt/wifi issue, but insulting the only guy trying to fix your new 90%awesome 10% suck device is not the way to resolve it. He doesn't need to be here at all you know. Has any other company ever had a real dialog with xda before, ever? Not that I know of. Thanks a lot Gary, and remember for every immature guy telling you you're not needed there are at least a hundred of us that are extremely grateful you're here. Now let's resolve the issue so we can rub it in his face ;P