Fairphone 2 camera cannot focus

Very convenient also the 3d nightstand, i really love my FP2. Not kidding!

I asked for a replacement camera module a few weeks ago, but I haven’t heard from them. How long have you waited for a response from them in general?

I’m kind of desperate about this issue. I wrote to support almost a month ago, they wrote me back telling me they are very busy and they will contact me ASAP, I still have no news from them. I can understand they have run out of stock but I’m sure they can spend 5 minute to write me back and explain me what is happening. My camera not only can’t focus in short distances but is unable to read any QR code.

1 month in my case. You will most likely be asked to send in your whole phone. Therefore you will have to create an account at https://fairphone.12return.com/portal/user/create after which you will get the return informations within 1 or 2 days.

If in doubt or in a hurry: call them. I did after … well, see above.

But [quote=“CatoMad, post:114, topic:13957”]
is a very elastic term.

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Thanks for your answer bfb, I hope they will contact me within the next few days, I will call them if next week they won’t write me. In their mail they told me not to write several mails with the same problem as they already know my problem :confused:

Well, sent it in last week. “We will help you as fast as possible as this is a special case - damage done by repair center” my a**. Still status “under investigation”.

I am basically without usable phone since late april, only because they did not want to send a replacement module.

So all in all I guess the best way to deal with a defective camera module is to buy replacement and then demand the money back via support afterwards .

And I am slowly fancy demanding my money back;
Having no phone because of a technical issue - ok.
Having no phone (for weeks now) because of tardiness and stubbornness (cant describe it differently now) - no, thank you.

"I have no phone for a month now only because you did not want to send the replacement module."
“Its not my job to listen to your problems”

Well … what the heck?

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Also have the problem with the camera - all pictures are fuzzy / not focused. What to do? Open a support ticket first?

Fastest way - buy a new camera module, install it yourself, contact support afterwards to ask for your money (and to send them the defective module).

Common way - contact support directly ( … and wait a month to get answer, send in your whole phone, wait 1-2 weeks to get it back.And hope it works now and was not damaged cough)

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I opened a support ticket and I got an answer soon enough… For the time being support suggested different solutions to me that I have already tried thanks to this forum… I’m now on standby…


After 5 weeks, today my FP2 returned. Camera seems to work now + got a new display module.

What was the reason for the delay?

Well, although I reported the damaged display module a few minutes after recieving my phone from the first repair, they suspected me to have caused the damage myself. “Attempted self repair” (what repair? As the camera was replaced, there was no reason for a self-repair. And no time, my support ticket was online about 15 minutes after I signed the reciept for the DHL guy …).
But they did not contact me about it, they tested and debated about the damage for weeks instead. Even had to replace the battery (too often standard-stress-testing?).
Complaints via support tickets or calls were not passed to the repair center. Not till last thursday. At least I was not charged for repair (…I was abled to prove, that there was no time for a self-repair).

Being mistrusted, got denied my phone for more than a month because of … well, trust issues towards me as customer. Not that fair for a Fairphone.

After all, my camera works. However I can´t recommend sending in the phone.


I am unable to take a focused picture at close range less than 20 cm is a problem. I’m pretty sure things did not used to be like this. For example now that I try to use a QR code scanner I cannot because the phone will not focus on the code. Yes my lens is clean and yes I am getting impatient with this thing that was released over a year ago but still had staggering faults.

over a year ago? Rather 5 months now.

And read this thread. Camera cannot focus is a known issue, contact support and get a free repair.

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I also had the no-focus problem. Contacted support - no reply for several weeks and then they only asked me to issue a new ticket. Which I did 2016-04-21 and never heard from them again.

So, in the end I gave up and ordered a new camera module for some extra 45Euro. Now I have a working phone
… but am I happy? No.

Call them directly. I guess you will get your 45€ back and have to send in the defective module, at least this worked for others in this forum.

Thanks for your sympathies :wink:

Anyways, to add some positive feedback to this thread, here 's the continuation of my story:

The day after my previous posting here they updated my then still open ticket. I was asked to send some sample pictures from the broken camera so they can see if the camera module needs to be swaped. I explained that I already have a new camera and send sample pics from both cameras. Then, it was not even necessary to send back the broken camera module, they refunded the cost for the replacement camera right away. Today, I received the money in my bank account.


same here, I’d like to know what the official response is when it comes…before I order a new module…have same prob as everyone here, no focus on close shots.

If you’re bold you can tried to create you own module now :slight_smile: Just try to swap the sensor with something from the same family.

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I also opened a support ticket and uploaded a video. 1 week later I phoned in an they sent me a replacement module free of cost.

Same problem here, especially when the light is low.

What about the people who received a new module ? Did it solve the focus problem ?

On my side, i got an answer from the support saying that this issue is known and replacing the module won’t fix it… they think it’s a software problem and they said they’re working on it.

Yes, the new module solved my problem. However, my problem was different from what you describe. My camera never focused at all, it was completely independant from the light condition. Besides a working focus, picture quality did not improve with the new camera module.