Sony

[d_rover]

Hello,

Since the last upgrade to build 4.0.2.A.0.62, the phone has started to reboot at random times in the day. It's happening more and more often either when listening to music/podcasts/on phone/while in stand-by.

This seems to be a known issue on browsing the SE forums for this phone on this and previous builds, although I haven't experienced it until this latest version.

Any hints or suggestions to deal with this or am I in trouble now this phone plus all other SEs are no longer on sale by VF?

Regards,

Damian

[Lee]

Hey d_rover,

Thanks for your post about the random reboots of your Xperia Ray.

You're on the right firmware so this shouldn't be an issue. Could you try a Backup&Restore for me and let me know if the issue persists?

Cheers,

Lee

[d_rover]

Hello Lee,

Thanks for getting back to me - I took it into my local Vodafone store yesterday after one reboot too many that morning - after swiping it to unlock it which prompted another reboot, they carried out a factory reset of the device and reinstalled the latest builds on it to see if that would help.

Everything was backed up previously so nothing was lost.

I picked it up from them late yesterday and then this morning only installed over WiFi the update for the Vodafone update app on being prompted to do so - thought I would leave it a day or two before installing anything else.

It then rebooted while I was eating breakfast and then again on my train into London twice while I was listening to music on it.

So I'm not sure if that has fixed it I'm afraid - it's running the same build as before - any more suggestions as to what I can do?

Regards,

Damian

[Wayne]

Hi d_rover

Thanks for coming back to us here.

The only other thing I can think that you can try would be to have the phone sent away for repair for a full re-flash of the firmware.

To find out what you need to do in order to get this sorted take a look at our Vodafone Repairs Thread. This can be found here.

Other than that, it would be a matter of waiting until we have a few more examples of the same issue. We can then raise it to our devices teams for investigation.

Thanks

Wayne

[d_rover]

Hello Wayne,

Thanks for getting back to me. I'll head back to my local store shortly.

As far as other examples go, I couldn't see any originally on this forum which is why I posted, but it certainly isn't just me that's seeing this - there's a sticky on the SE Forum (http://talk.sonyericsson.com/message/154242#154242) as well as many threads on the subject including this one (http://sony-ericsson.hosted.jivesoftware.com/message/140353).

I'm guessing it's an SE thing as I noticed other threads and links for the same problem for other SE handsets too (http://www.xperiablog.net/2011/05/12/xperia-arc-suffering-from-random-reboot-issue/)

Kind regards,

Damian

[FrancisTJG]

I too am having that problem, and of course that means with a password lock on your phone, you are out of contact for hours if you do not spot the reboot. 

I have been in IT for over 30 years, and this is clearly defective code, and the quickest way to recover the situation is to let us all have access to the previous version of the software: whilst someone fixes the defect(s), and makes the effort to test it properly, before redploying it. 

My friends are now holding Vodafone, levels of service, in contempt (as they cannot get through to me). 

As a 10+ years customer, I am for the first time getting rubbish service, and have to say that if it is not sorted immediately, I will be taking action ...voting with your feet is the easiest and often the best option. 

Your reputation Vodafone - you decide how much you value it ! 

[d_rover]

Hi,

I took my phone back to my local store last Friday (17th) and it was duly sent off to a Service Centre - it came back on Wednesday afternoon and all seemed well yesterday after a day of normal usage.

This morning however, it rebooted 3 x times on my train journey alone and has on a couple of other occasions since.

I have a letter and certificate from the Service Centre telling me the problem was fixed by upgrading to the latest build. Which is the same one that was installed previously (4.0.2.A.0.62).

It's clearly not fixed and on being told by the store that only after 3 trips to the Service Centre in a 3-month period will my phone be replaced, I'm not best pleased at the prospect of losing my phone again while this process is repeated two more times when I'm confident it's not going to come back without the same issue.

The service and updates I had from my local store was great on a side note - text updates on the status of my phone throughout and the guys at my local store are all very professional and friendly. I just don't want to have to go back and go through this process again and be left with a replacement phone that only makes/receives calls and texts for 5 days at a time again.

Do I have any other options right now? It's a bug/defect in the build/phone and not my specific handset I'm fairly confident of stating.

Kind regards,

Damian

[Wayne]

Hi d_rover

Thanks for coming back to me. I’m sorry to hear that this hasn’t resolved it for you.

We’ll happily get this raised for you but we’ll need 3-5 examples of this on our eForum before we’ll be able to do that.

We’ll also need you to state your full firmware version.

Hi FrancisTJG and welcome to the eForum

Can you let me know you firmware version please?

Thanks

Wayne

[d_rover]

Hello Wayne,

The phone is running Android version 2.3.4, Kernel version 2.6.32.9-perf with build number 4.0.2.A.0.62.

If you need anything else, just let me know.

Kind regards,

Damian

[Wayne]

Hi d_rover,

Excellent, thanks for that. As soon as we have a couple more examples with information on the firmware versions I’ll get this raised for you.

Thanks

Wayne

[Josh-K]

Hello,

I also have been experiencing random re-boot issues with this phone, The Android version is 2.3.4 Build Number 4.0.2.A.0.62.

It randomly restarts when playing music, writing text messages and when in standby mode, also the battery seems to go dead very quickly, but when connected to mains power, I have about 65% Battery.

Originally Vodafone sent it away for repair, they did this 3 times, to no affect on the fault, then they sent me a new phone, all well, for a few days then connected to the market and updated the phone and now the restarts are back. i am vodafone contract.

Kind reguards

Josh.

[muffindell]

Hey, I'm on O2 and I have the same problem!

I've read that uninstalling McAffee may help, so thats what I've done today. I've also switched back to GSM (G2) this helps enormously with battery life (I can can 7 days without charge), no reboots yet since I've done this. I've had the same reboot problem on the previous firmware build and the latest. The other thing that I and others have noticed is the problem also seems to happen when the signal drops out or is very weak. SE need to get to the bottom of this before they bring out ICS for the RAY.

P.S. just checked phone, rebooted while in pocket, I don't know how much business I,m losing cos of this, I'll have to take the SIM card lock off...... Grrrrrrrrrrrrrrrrrrrrrrrrrrrrr

[James]

Hi Guys,

Many thanks for your comments on this on.

I have raised this with our devices team so that they can test this directly and feed it back to the manufacturer directly for a resolution for us.

James

[turevus]

Dear All;

I am not a Vodaphone customer but since I have recently bought this phone after long research and experienced more than 10 resets in two days; I have desperately started to look into this on the net. My handset also did reboot in a similar fashion- i.e. while listening to internet radios or running some other apps. The resets are random, they are not deterministic so it is not possible to track to find the root cause. I sent my handset to the provider and requested a new replacement. It is on its way now but I do not know what is going to happen. I believe the defect is due to Xperia Ray itself. I am not entirely sure if this is a hardware or software failure. If you search the net you will see a massive number of people experienceing the same problem so I am not inclined to believe it is a manufacturing fault i.e. if it is a hardware issue then there is a serious design problem in which case defect can not be fixed for items already sold. I strongly believe it is a software issue and although I said it is random, I am inclined to think that it is a WiFi issue. For some reason when the WiFi signal goes weak, the apps using WiFi fail.

[Josh-K]

Hi,
Thanks for your feedback, i too alos have reason to beileve that its a software fault, because i had mine for about 2 months before the initial faul started, hopefuly sony ericsson will sort this out and release a new software verision with the defected code's sorted

Thanks,

Josh

[James]

Hi Guys,

I have had a response from our devices team and they would like to get in touch with one of the effected users by phone.

If you are happen for them to do this please can you let me know so I can get in touch with you directly to get your contact number.

James

[Josh-K]

Hi james, I am an affected customer, but the problem has got so bad that now it isn't worth useing the phone so at the moment I am not useing a phone now, not till the fault is fixed, can you let me know as soon as possible when a fault fix is found I do believe it has effects on only a few networks thou and Vodafone seems to be one of them.

Thanks

Josh.

[d_rover]

Hello James,

After speaking to Customer Services a few weeks ago, my Ray was exchanged for an older HTC phone as there looked to be no resolution in sight for this problem.

So my old Ray is somewhere in the Vodafone system if your devices team need to get their hands on it.

Regards,

Damian

[Josh-K]

does the new "sony mobile" softwhare version have any solutions?

Thanks

Josh.

[James]

Hi Guys,

Sorry for the late reply however I was off over the weekend and have only just been able to look at this thread again.

d_rover, many thanks for the offer here however as it has already been returned we don’t have any way of fetching this from the warehouse.

Josh-K, so that we can get this looked at I have sent you a quick PM, please can you respond to the PM with the details requested if you are happy for our devices team to contact you directly.

Once they have done this we will be able to look at this in greater detail for you and all of our users.

You can find your PM inbox here.

James