Secondary User -> forces Factory Reset

Help Fairphone 3
1

Hello

I had a secondary user which I used for work. Primary user is for my private use. In the profile of my secondary user I installed Intune, Outlook, Teams and some other company software. All was fine for many months, I could switch between users/profiles without any problem.

Since yesterday: When I switch to my secondary user and after unlocking the screen with the PIN it takes 20 to 30 seconds and then the phone restarts to restore factory defaults - not funny. It fails (probably because this is initiated from the secondary user which is not admin).

Restarting again, logging in to my primary user, then switching to the secondary: the same happens, so it is reproducible

I suspected that Intune somehow found that my phone was worth it and initiated the factory reset.

I then removed Outlook from the device admins in the secondary profile (it is not in my primary profile) → no change

I removed the secondary user completely, restarted the phone and created a new user, with a different name - without any connection to my company → the same still happens. Everytime I switch to my secondary user the phone restarts to restore factory defaults.

Anyone any idea?

5 Likes
2

Today a new system update was released did you already install it?

Either way if not done yet I would make back ups of all important stuff…

1 Like
3

Thanks for the info.
I usually wait until the phone notifies me about an available update. but now I checked and it is now installing. Once it is done I will test again …

Result: No change, same thing happened again

4

I am aware that this seems a very strange behavior. But does anyone have any other idea?

Could Intune be the reason? Could it have put something on the phone that causes the reset, even after Intune itself is not on the phone anymore?

5

I am having the same problem. Since this morning my phone tries to restart with a factory data reset every time a log in as another user. I updated to the latest version in the hope that would solve the problem, but it did not help.

6

I would strongly suggest that everyone who is facing this, contacts support if not yet done #contactsupport

2 Likes
7

Done - request number is 553494

1 Like
8

Just be prepared that it might take up to 2 weeks before you get a response :see_no_evil: :speak_no_evil:

9

I have exactly the same problem. It started for me just after updating to the October update. I also do not have any kind of managed device.

I also have removed the account and created a new one. Still the same problem.

10

I have the same problem. For me it started after updating the OS to the latest version two days ago. Rebooting in Safe Mode gave the same behaviour. I’ll also contact support about this, but would be pleased to hear if someone affected managed to ’ get out’ of this situation.

11

Sent a message to the beta team

2 Likes
12

Same for me since Android11 update 2 days ago. The same while rebooting in secure mode. Sent a request to the support, now waiting…

Stupid to know that all data and apps are there, ready to be used, and I have only 20 seconds to attempt extracting something before the smartphone reboots… Arrrh

1 Like
13

Same issue since updating an FP3 to 11/8901.4.A.0017.3/gms-15368f27
The factory reset is also triggered when switching to a newly created user or a guest user account and even in Safe Mode.

2 Likes
14

Same problem here :confused:

15

Same problem here. Interestingly, I had not installed the October update when the problem arose. I had only received the push-notification.
Too bad I decided to remove the whole secondary user account before checking if this was a recurring issue.

1 Like
16

Same here with my FP3 running OS v11 (8901.4A.0016.6) and switching between users smoothly before this morning.

Here are some recurrent errors from the log right before the restart:

10-25 20:44:19.727 10071 12633 E AssistantConnector: Couldn't read whether gRPC is supported from public value
10-25 20:44:19.727 10071 12633 E AssistantConnector: java.lang.IllegalStateException: Failed to query AGSA value. This is most likely caused by a Google signature check failure. Please make sure both of the AGSA app and the client app are either release or dev builds.
10-25 20:44:19.727 10071 12633 E AssistantConnector: 	at bfcy.call(PG:17)
10-25 20:44:19.727 10071 12633 E AssistantConnector: 	at bvuk.call(PG:2)
10-25 20:44:19.727 10071 12633 E AssistantConnector: 	at cavo.a(PG:1)
10-25 20:44:19.727 10071 12633 E AssistantConnector: 	at caul.run(PG:4)
10-25 20:44:19.727 10071 12633 E AssistantConnector: 	at cavp.run(PG:1)
10-25 20:44:19.727 10071 12633 E AssistantConnector: 	at java.util.concurrent.ThreadPoolExecutor.runWorker(ThreadPoolExecutor.java:1167)
10-25 20:44:19.727 10071 12633 E AssistantConnector: 	at java.util.concurrent.ThreadPoolExecutor$Worker.run(ThreadPoolExecutor.java:641)
10-25 20:44:19.727 10071 12633 E AssistantConnector: 	at java.lang.Thread.run(Thread.java:923)
...
10-25 20:44:19.888 12583 12653 E AndroidRuntime: FATAL EXCEPTION: android.fg
10-25 20:44:19.888 12583 12653 E AndroidRuntime: Process: com.qualcomm.location, PID: 12583
10-25 20:44:19.888 12583 12653 E AndroidRuntime: java.lang.SecurityException: Not allowed to bind to service Intent { act=com.android.location.service.v3.NetworkLocationProvider pkg=com.google.android.gms cmp=com.google.android.gms/com.google.android.location.network.NetworkLocationService }
10-25 20:44:19.888 12583 12653 E AndroidRuntime: 	at android.app.ContextImpl.bindServiceCommon(ContextImpl.java:1838)
10-25 20:44:19.888 12583 12653 E AndroidRuntime: 	at android.app.ContextImpl.bindServiceAsUser(ContextImpl.java:1783)
10-25 20:44:19.888 12583 12653 E AndroidRuntime: 	at android.content.ContextWrapper.bindServiceAsUser(ContextWrapper.java:782)
10-25 20:44:19.888 12583 12653 E AndroidRuntime: 	at com.android.server.ServiceWatcher.rebind(ServiceWatcher.java:339)
10-25 20:44:19.888 12583 12653 E AndroidRuntime: 	at com.android.server.ServiceWatcher.onBestServiceChanged(ServiceWatcher.java:310)
10-25 20:44:19.888 12583 12653 E AndroidRuntime: 	at com.android.server.ServiceWatcher.lambda$register$0$ServiceWatcher(ServiceWatcher.java:282)
10-25 20:44:19.888 12583 12653 E AndroidRuntime: 	at com.android.server.-$$Lambda$ServiceWatcher$K66HPJls7ga1t3t859fKACfAgZc.run(Unknown Source:2)
10-25 20:44:19.888 12583 12653 E AndroidRuntime: 	at android.os.Handler.handleCallback(Handler.java:938)
10-25 20:44:19.888 12583 12653 E AndroidRuntime: 	at android.os.Handler.dispatchMessage(Handler.java:99)
10-25 20:44:19.888 12583 12653 E AndroidRuntime: 	at android.os.Looper.loop(Looper.java:223)
10-25 20:44:19.888 12583 12653 E AndroidRuntime: 	at android.os.HandlerThread.run(HandlerThread.java:67)
10-25 20:44:19.888 12583 12653 E AndroidRuntime: 	at com.android.server.ServiceThread.run(ServiceThread.java:44)

Trying the last update from the 5th of October (4.A.0017.3)…

17

Same problem with ‘latest greatest’ version available.
And same recurrent error in the logs:

10-25 21:21:02.838 18923 18969 E AndroidRuntime: FATAL EXCEPTION: android.fg
10-25 21:21:02.838 18923 18969 E AndroidRuntime: Process: com.qualcomm.location, PID: 18923
10-25 21:21:02.838 18923 18969 E AndroidRuntime: java.lang.SecurityException: Not allowed to bind to service Intent { act=com.android.location.service.v3.NetworkLocationProvider pkg=com.google.android.gms cmp=com.google.android.gms/com.google.android.location.network.NetworkLocationService }
10-25 21:21:02.838 18923 18969 E AndroidRuntime: 	at android.app.ContextImpl.bindServiceCommon(ContextImpl.java:1838)
10-25 21:21:02.838 18923 18969 E AndroidRuntime: 	at android.app.ContextImpl.bindServiceAsUser(ContextImpl.java:1783)
10-25 21:21:02.838 18923 18969 E AndroidRuntime: 	at android.content.ContextWrapper.bindServiceAsUser(ContextWrapper.java:782)
10-25 21:21:02.838 18923 18969 E AndroidRuntime: 	at com.android.server.ServiceWatcher.rebind(ServiceWatcher.java:339)
10-25 21:21:02.838 18923 18969 E AndroidRuntime: 	at com.android.server.ServiceWatcher.onBestServiceChanged(ServiceWatcher.java:310)
10-25 21:21:02.838 18923 18969 E AndroidRuntime: 	at com.android.server.ServiceWatcher.lambda$register$0$ServiceWatcher(ServiceWatcher.java:282)
10-25 21:21:02.838 18923 18969 E AndroidRuntime: 	at com.android.server.-$$Lambda$ServiceWatcher$K66HPJls7ga1t3t859fKACfAgZc.run(Unknown Source:2)
10-25 21:21:02.838 18923 18969 E AndroidRuntime: 	at android.os.Handler.handleCallback(Handler.java:938)
10-25 21:21:02.838 18923 18969 E AndroidRuntime: 	at android.os.Handler.dispatchMessage(Handler.java:99)
10-25 21:21:02.838 18923 18969 E AndroidRuntime: 	at android.os.Looper.loop(Looper.java:223)
10-25 21:21:02.838 18923 18969 E AndroidRuntime: 	at android.os.HandlerThread.run(HandlerThread.java:67)
10-25 21:21:02.838 18923 18969 E AndroidRuntime: 	at com.android.server.ServiceThread.run(ServiceThread.java:44)

From what I can read online, such an unauthorized access could trigger a soft reboot as this one!

My best guess is some permissions are missing for the non-admin users, possibly related to location services…

1 Like
18

The weirdest part is that I did upgrade from Android 10 to 11 a week ago (Wed 26th of Oct).
And everything was working well. I’ve switched between users a dozen times…
Then this morning around 10AM, I’ve found the phone waiting on the ‘hard reset’ boot prompt.
I was not even using it while it happened…
Very strange bug that takes a week to arise!

Anyway, I’ve also opened a support request as I was not sure I could see/join the one mentioned here above.

6 Likes
19

Hi

You cannot ‘join’ a support request as it’s not a list. Making one as an individual is the proper way to inform Fairphone.

As a beta tester I have already posted it on the issue list and reffered to this topic and your post showing the log.

Thanks

20

Exactly the same problem on my side.
I thought it was linked with my upgrade to system version 8901.4.A.0017.3 (I was previously under Android 10 and upgraded directly to this version). But it seems to be linked with something else as I understand.
Thanks in advance for any news on that.

1 Like