Just had the update, then config message and now no data!

[GoNz0]

I let my phone update (OTA) today and it seemed fine, right up until it decided it needed to send a new configuration message and that was the moment in time that the data icon vanished for good!

I have resent it 4 times and done the jump to another network and back trick vodafone suggested when I waisted 10 minutes on the phone to tech support.

Any ideas?:smileysad:

[danba]

A full reset sorted the problem.

[Retired-Ian_]

Hi @danba 

I'm pleased the reset has sorted it for you.

Hi @lnrooney85 

The updates are tested. 

We can arrange a repair if you wish.

Hi @Cnmac 

A reset seems to work.

Hi @loftysaltmarsh 

I'm pleased the reset has sorted it.

Hi @ss74 

We can arrange a repair for you.

Hi @JamesCombe 

I'm sorry you feel like this.

Please try the reset and let us know how you get on.

Hi @gt37 

I can understand your frustration about this.

The reset does seem to sort the issue though.

Thanks,

Ian

[GeorginaMiller]

Am I right in thinking factory reset will delete all my data - photographs/videos, audio files, contacts, apps, text messages? I called customer support, followed the instructions told to me over the telephone, including deleting the MMS APN and then resetting to default, which deleted the other APN, and now when I try to add a new one I get the same message someone else here mentioned, indicating Settings has crashed ("Unfortunately, Settings has stopped") when I try to add APNs. The advisor I was speaking to was supposed to call me back on my landline to talk me through resolving the problem but he has not called and no when I try to call customer support there is no option to speak to an advisor! Annoyance levels rising by the second!

[GoNz0]

unless your pics are on an external sd card then you lose the lot. I see they are not pulling the update, poor show vodafone. poor show.

[markshaf]

Ian_C or any other official Vodafone rep.

You say that the updates are tested. A couple of questions then:

1) So how did the testing miss the fact that data gets switched off for all Galaxy S4 phones on Vodafone as soon as this update is applied? Not exactly a tricky regression test

2) Why was the OTA update not pulled as the issue seems to have been known to Vodafone for a couple of weeks?

3) Given that the previous update caused so much ill will with the RCS battery drain - surely you would have been extra careful with this one. Can you explain what extr acare was taken with testing of this release?

For anyone, my understanding based on previous vodafone blogs is that Google releases the base Android code, then Samsung add to it and finally Vodafone put their customisations on so that the firmware upgrades that we receive are specific to Samsung phone owners on the Vodafone network. Can anyone provide any evidence to back this up or refute this?

A follow up back to Ian_C or other Vodafone rep is then - has the issue with this upgrade been diagnosed yet and if so where is the issue? Is it in:

a) the base Google code - if so, why can't I see other people with HTC/LG/Sony phones complaining on the internet

b) the Samsung additions - if so, why can't I see people on other networks with Samsung Galaxy phones complaining

c) the Vodafone additions - I can only see Vodafone issues on the Internet

[KD]

Hi @markshaf 

OTA update testing forms part of the many validation tests we perform on software. Even with these tests we have still not been able to reproduce this issue. It remains unclear what the root cause is.

When the technical team were made aware of the issue they asked Samsung to withdraw the software immediately.

Vodafone treats all software updates with the same importance, and as such they are all tested to the highest standards.

---

@markshaf wrote:

For anyone, my understanding based on previous vodafone blogs is that Google releases the base Android code, then Samsung add to it and finally Vodafone put their customisations on so that the firmware upgrades that we receive are specific to Samsung phone owners on the Vodafone network. Can anyone provide any evidence to back this up or refute this?

---

This is indeed correct, however Samsung customise the software for Vodafone based on Vodafone’s requirements.

We are still working to replicate the issue, which is why we've requested the extra details from anyone experiencing it. Once we can replicate it, we'll be able to diagnose and provide a further update.

Thanks

K

[markshaf]

Hi KD - that was helpful in that you have provided some more detail.

It appears that testing by Vodafone/Samsung has possible systematic issues then. At the least, some Use Cases would appear to be missing if you really can't reproduce this issue. Do you test with unlocked phones, for example?

The loss of data was really as simple as download the suggested OTA update, install it, receive the config message from Vodafone, install that and then no data via the mobile network.

My phone is stock, but bought as an unlocked model. I had performed a factory reset only a month or so ago, due to the previous firmware RCS battery drain - again, testing appears to have been far from comprehensive.

What other data would Vodafone like as nobody has requested any from me? It may be too late though as I've done another factory rest as suggested earlier in this thread, which has sorted the problem, albeit at a cost of hours of my time.

I also note that the news article still doesn't have anything to state that a factory reset is a workaround and to suggest that your customers may try that. Again, this doesn't feel like we get Customer Service from a company that cares about its customers.

[markshaf]

And no response again....

[KD]

Hi all

The statement has been updated to include factory resets. You'll lose anything you don't back up first so make sure you do a back up before you do the reset. 

---

@markshaf wrote:

Hi KD - that was helpful in that you have provided some more detail.

It appears that testing by Vodafone/Samsung has possible systematic issues then. At the least, some Use Cases would appear to be missing if you really can't reproduce this issue. Do you test with unlocked phones, for example?

---

Open market testing is done by the handset vendor, who test against all mobile operators. We also conduct a small amount of testing when a device launches. However as we provide Vodafone variant devices to our customers this is the main focus of our testing.

---

markshaf wrote:

The loss of data was really as simple as download the suggested OTA update, install it, receive the config message from Vodafone, install that and then no data via the mobile network.

---

This is the user journey we've been going through, however we've tried multiple times and haven't been able to replicate this issue. Samsung have logs from an affected device and are in the process of analysing them now.

---

markshaf wrote:

What other data would Vodafone like as nobody has requested any from me? It may be too late though as I've done another factory rest as suggested earlier in this thread, which has sorted the problem, albeit at a cost of hours of my time.

---

As you've now factory reset we can't get much data from your device. Could you give me your software version though? We'll need the AP and CSC details.

---

markshaf wrote:

I also note that the news article still doesn't have anything to state that a factory reset is a workaround and to suggest that your customers may try that. Again, this doesn't feel like we get Customer Service from a company that cares about its customers.

---

There are a lot of caveats around performing a factory reset and we wanted to be sure that we explored all avenues before suggesting this to customers.

Thanks

K

[markshaf]

KD wrote:

As you've now factory reset we can't get much data from your device. Could you give me your software version though? We'll need the AP and CSC details.

---

AP: I9505XXUGNJ5

CP: I9505XXUGNJ5

CSC: I9505VFRGNK1