Originally published at: https://www.fairphone.com/en/2020/10/23/software-issues-next-steps/
A month ago, I was proud to share our latest milestone with all of you – the launch of the Fairphone 3+ and our upgraded modules. Today, we’re reminded that the journey of building an ethical smartphone company is not without its ups and downs. In both cases, I’d like to reach out and personally update everyone, so let’s get straight into it:
Currently, some Fairphone 3 and 3+ owners are experiencing disruptive software-related issues. Our community was quick to flag this to us, both on the forum and to our customer support. So we are aware and working hard to find the root cause. While our investigation is still ongoing, I would like to apologize for the inconvenience and get everyone up to speed on the situation.
Although only a small number of customers seem to be affected, we realize that some of these issues impact them significantly. Obviously, making sure that everyone has the best possible Fairphone experience is our top priority. Some of the key problems being reported to us are the following :
– During calls the phone reboots randomly
– Calls not always connecting on the first attempt
– So called “ghost touches”, meaning random, unwanted touch input
Finding the root cause
Reproducing the issues mentioned above is key in finding the root cause and creating a solution. Both of our teams – here in Amsterdam and in Taipei – are on top of it, reviewing the reports and attempting to reproduce the issues. Our biggest challenge is that our engineers in Taiwan can’t yet reproduce some key issues. This points to a possible connection between the reported bugs and European mobile networks.
Working towards a solution
We are ramping up efforts to identify the root cause. As this occurs randomly, our team in Amsterdam is collecting information in order to find a pattern to reproduce the issue. As a first step, we started to log data from our Fairphone colleagues, to track down the origin. We relay this information directly to our team in Taiwan. If it turns out that we need more data in a shorter time span, we will broaden this group to supporters from our community.
If you are experiencing random reboots, when contacting our customer support team, please include the following:
- Your Network Operator(s)
- The country where you are experiencing the issue
- The build number of your phone (settings > about phone > build number)
- Steps to reproduce the issue. (For example, if it happens after using certain apps, making a call, etc.)
- Whether or not you are using an SD card
- The frequency of the issue
In the meantime, each case will be personally reviewed by our customer support team. I sincerely apologize for the inconvenience, but thank you for your patience and understanding. As soon as we have more information, I will update this blogpost.
Deutschsprachige Kunden finden das übersetzte Update hier >>
Clients francophones, veuillez trouver la mise à jour traduite ici >>