Phone frozen, can not reboot

[raph3ix]

Today I was surfing using Firefox, suddenly the screen froze. Battery was probably at about 45%. I could do nothing, not even locking the screen.
I pressed the power button for some seconds, did nothing.
Suddenly the screen turned black. Since them I'm not able to reboot the phone.
I tried VolUp + Power for longer than 15s, but nothing. I also tried VolDown+Power, VolUp+VolDown+Power, VolUp+VolDown. Nothing works.
Plugging in AC does not do anything... When I plug it into the PC, I can see the following in the syslog:

[  172.018947] usb 2-3.1.3: new high-speed USB device number 7 using xhci_hcd
[  172.121955] usb 2-3.1.3: New USB device found, idVendor=05c6, idProduct=9008, bcdDevice= 0.00
[  172.121959] usb 2-3.1.3: New USB device strings: Mfr=1, Product=2, SerialNumber=0
[  172.121961] usb 2-3.1.3: Product: QUSB__BULK
[  172.121963] usb 2-3.1.3: Manufacturer: Qualcomm CDMA Technologies MSM
[  172.141741] usbcore: registered new interface driver usbserial_generic
[  172.141756] usbserial: USB Serial support registered for generic
[  172.144155] usbcore: registered new interface driver qcserial
[  172.144164] usbserial: USB Serial support registered for Qualcomm USB modem
[  172.144187] qcserial 2-3.1.3:1.0: Qualcomm USB modem converter detected

The interesting thing is, that if I press VolUp+Power for 15s, the device disconncts and connects again:

[  571.412179] usb 2-3.1.3: USB disconnect, device number 8
[  571.412352] qcserial ttyUSB0: Qualcomm USB modem converter now disconnected from ttyUSB0
[  571.412375] qcserial 2-3.1.3:1.0: device disconnected
[  580.337917] usb 2-3.1.3: new high-speed USB device number 9 using xhci_hcd
[  580.440931] usb 2-3.1.3: New USB device found, idVendor=05c6, idProduct=9008, bcdDevice= 0.00
[  580.440934] usb 2-3.1.3: New USB device strings: Mfr=1, Product=2, SerialNumber=0
[  580.440937] usb 2-3.1.3: Product: QUSB__BULK
[  580.440939] usb 2-3.1.3: Manufacturer: Qualcomm CDMA Technologies MSM
[  580.442090] qcserial 2-3.1.3:1.0: Qualcomm USB modem converter detected
[  580.442273] usb 2-3.1.3: Qualcomm USB modem converter now attached to ttyUSB0

So it looks like the device still reacts to the soft-reboot but does not boot somehow...
QUSB__BULK appears in this context: https://forums.oneplus.com/threads/...e-for-a-hard-bricked-oneplus-2.347607/page-38
Has the phone bricked itself?!

Edit: Nokia Support told me I need to send the device for repair...

 

[dryhte]

Sounds like a warranty case to me (at least if you still have warranty). I wouldn't doubt, just return the phone.

 

[raph3ix]

yes, the phone is 12 days old... support suggested the same.

Would be interesting to know if this is a "common" problem or if I was just unlucky...

 

[moore.bryan]

Do you happen to know if it was on the January update? I had several random reboots--not the same as you--on the November & December ones...

 

[raph3ix]

I got the phone back from repair. The report states as fault code: "416 - Start-Up - SW-failure - reflash"
So somehow the flash got corrupted but they were able to reflash it. So at least no hardware damage.

I'm not sure if this happened due to the January update or not, I got the phone beginning of February and immediately installed the update, thus I never saw the old version.

 

[dryhte]

Let's hope you're safe from now on for those of us who have no issues (I count myself so lucky) the phone is really good. Crossing my fingers for you

 

[raph3ix]

would be interesting to know if this breakdown was caused by the hardware (maybe a bad flash chip) or was somehow triggered from the OS.
Would be also interesting to know what exactly was broken. Idk the structure of the chipset but as the device would not even boot the bootloader, I would guess that the bootloader configuration was messed up?
Btw: I would guess that all the bootloader stuff is locked on the N7.1 and probably protected with keys (which are not public), right?

until now, everything works again *knock on wood*

 

[UCFJake]

I had a similar issue but it was while I updated the February OTA. The phone prompted that it was ready for install, and so I said yes and it rebooted and hung on the Android One splash screen for a long while and then displayed a system level message similar to booting into the factory reset mode (I can't remember what it is called right now) and it said update failed, try again, or factory reset data. I clicked try again (using volume keys) and it rebooted a couple more times until it froze, powered on, on the Android One screen with a "Download Mode" message in the upper left. Phone would not power off or reboot or anything. Sent it in under warranty to Nokia (eBuilder) (bought in November from Best Buy) and they fixed it in a day and sent it back. Same IMEI and physical phone. No signs of entry. I didn't get a report back of what they fixed though. But now my phone won't detect or pull the February update. Otherwise it seems to be perfectly fine. I did have a few random reboots since the January update initially but I've always had that on various Android phones so thought not much of it. I got it back on the December Pie build and it immediately wanted to update to the January one. I did so tentatively and so far have had no problems.

 

[dryhte]

I had a similar issue but it was while I updated the February OTA. The phone prompted that it was ready for install, and so I said yes and it rebooted and hung on the Android One splash screen for a long while and then displayed a system level message similar to booting into the factory reset mode (I can't remember what it is called right now) and it said update failed, try again, or factory reset data. I clicked try again (using volume keys) and it rebooted a couple more times until it froze, powered on, on the Android One screen with a "Download Mode" message in the upper left. Phone would not power off or reboot or anything. Sent it in under warranty to Nokia (eBuilder) (bought in November from Best Buy) and they fixed it in a day and sent it back. Same IMEI and physical phone. No signs of entry. I didn't get a report back of what they fixed though. But now my phone won't detect or pull the February update. Otherwise it seems to be perfectly fine. I did have a few random reboots since the January update initially but I've always had that on various Android phones so thought not much of it. I got it back on the December Pie build and it immediately wanted to update to the January one. I did so tentatively and so far have had no problems.

That's what I had. My phone's on the way back to me now. Let's hope it behaves from now on

 

[raph3ix]

Well... Bricked the phone again today. Will send it to repair tomorrow...
This time during unlocking, the phone went black and was not able to boot again. Same symptoms as last time -.-

 

[singhnsk]

Well... Bricked the phone again today. Will send it to repair tomorrow...
This time during unlocking, the phone went black and was not able to boot again. Same symptoms as last time -.-

Interesting. The phone goes into RAMDUMP mode randomly and even the emergency download will not help as it is not in EDL mode. This happening a second time looks like a hardware flaw and Nokia should be replacing your mainboard this time. Keep a check. Don't settle for a software flash even if they manage to do it after disasssembly.

 

[raph3ix]

Interesting. The phone goes into RAMDUMP mode randomly and even the emergency download will not help as it is not in EDL mode. This happening a second time looks like a hardware flaw and Nokia should be replacing your mainboard this time. Keep a check. Don't settle for a software flash even if they manage to do it after disasssembly.

I guess that I can not do anything because I am missing the keys to communicate to the Qualcomm chip, right?
It would be interesting to know if one could extract some crash information when this happens...

I'll check if I get a new phone or if they just reflash.

 

[raph3ix]

Wow, I just received this mail from the nokia support:

Your Nokia 7.1 is being prepared for shipment to the address you provided. Unfortunately, the fault is not covered by warranty and your
phone is either beyond economical repair (not repairable) or the repair quote has been rejected.

Reason: No Fault Found

Now I'm thrilled to have it back to see if it works again....

 

[raph3ix]

Got the phone back. The repair paper says that not fault was found... At least they did not nothing, as they factory resetted the device or reflashed. Back on December security updates.
So either the problem somehow fixed itself or their diagnosis tools fixed it somehow.
If anyone has an idea what could have happened, please provide some info

 

[raph3ix]

what the ... My phone is in QDL mode again.
Is anyone else experiencing these kinds of trouble?

 

[raph3ix]

The phone came good again! The battery drained and I could boot again.
Looks like you can escape from QDL mode by cutting the power.

Now, it would be interesting to know if you can escape the QDL with some command too.

 

[thiazzi]

The phone came good again! The battery drained and I could boot again.
Looks like you can escape from QDL mode by cutting the power.

Now, it would be interesting to know if you can escape the QDL with some command too.

Trying to install the March security update my phone got stuck in Download Mode. I was able to see the phone in fastboot, but when I tried to wipe the data and factory reset, it shows the factory reset animation for a split second and then crashes back to download mode. Phone was stock/not rooted.

Nokia support says they will not help me because I have the phone in the US but the IMEI is supposed to be for Hong Kong -- I guess the ebayer I got it from imported it. I really have no recourse and Nokia has basically stolen my money because they refuse to even let me PAY to send them the phone to repair.

Any ideas?? Running out the battery didn't get me any relief.

 

[raph3ix]

Nokia has basically stolen my money because they refuse to even let me PAY to send them the phone to repair.

Unfortunately, I'm also done with the Nokia support :crying: They can not tell me if I'll get a new phone, as the old one is practially not trustworthy anymore. They just tell me "yeah maybe, that depends"
Bought another phone two days ago.

 

[raph3ix]

just some news from my nokia phone... I had a long discussion with the support via email, but all their advises would not work.
So finally I send in the phone one last time and got it back with a long list of repaired stuff oO
They repaired several connectors to the display as well as the speaker. I have no idea why this would fix the issue....
Anyways, I am now using a Samsung which hadn't let me down so far