[TRACKED] Critical error - headphone software fault

Neville
Posts: 33
Joined: Wed Aug 16, 2017 7:36 pm

[TRACKED] Critical error - headphone software fault

Postby Neville » Fri Nov 03, 2017 4:09 am

We now have two customers with phones that cannot make or receive phone calls normally because the unit thinks its headphones are plugged in.

We have upgraded their phones through the OTA's and factory reset phones but the headphone icon comes on between 1 and 5 mins after a reboot and makes it impossible to answer the phone except via bluetooth or loudspeaker.

We have consulted a former network engineer for a national mobile network who believes it to be a software fault, as a hardware error in the socket would be always on rather than intermittent. My own phone has done this once in four months...so I realise it may be latent in the phones.

Blackview admin need to urgently test factory units to find some that replicate this fault and find a solution (not all phones appear to be affected) as a phone that cannot be used normally or privately is not fit for purpose and will result in a flood of warranty claims if no solution is found.

These are not phones that are dirty or submerged - our team have already checked the ports.

Neville
Posts: 33
Joined: Wed Aug 16, 2017 7:36 pm

Re: Critical error - headphone software fault

Postby Neville » Sat Nov 04, 2017 5:43 am

Image

marceloj.bueno
Posts: 7
Joined: Thu Jun 22, 2017 10:06 am

Re: Critical error - headphone software fault

Postby marceloj.bueno » Sun Nov 05, 2017 10:50 am

Em meu celular aparece o mesmo problema todas as vezes que o celular é submerso na água.
A forma que consigo resolver o problema é a seguinte:
- Sopro o box de conexão para que saia toda a água e coloco ele para carregar um pouco, como no carregamento o celular sofre um pequeno aquecimento ele faz com que a agua constante no box venha a evaporar, após fazer isto o celular volta ao normal.
O ideal seria ter uma configuração para desativar o fone de ouvido, ja que a meu ver este problema não é possível apenas em correção de atualização, espero ter ajudado ao menos até que a Brackview venha a corrigir o problema em definitivo.

Vi neste link que existe um aplicativo para correção do problema.
https://www.youtube.com/watch?v=m9S6NiqyZfY

Neville
Posts: 33
Joined: Wed Aug 16, 2017 7:36 pm

Re: Critical error - headphone software fault

Postby Neville » Sun Nov 05, 2017 10:10 pm

marceloj.bueno wrote:Em meu celular aparece o mesmo problema todas as vezes que o celular é submerso na água.
A forma que consigo resolver o problema é a seguinte:
- Sopro o box de conexão para que saia toda a água e coloco ele para carregar um pouco, como no carregamento o celular sofre um pequeno aquecimento ele faz com que a agua constante no box venha a evaporar, após fazer isto o celular volta ao normal.
O ideal seria ter uma configuração para desativar o fone de ouvido, ja que a meu ver este problema não é possível apenas em correção de atualização, espero ter ajudado ao menos até que a Brackview venha a corrigir o problema em definitivo.

Vi neste link que existe um aplicativo para correção do problema.
https://www.youtube.com/watch?v=m9S6NiqyZfY


Thanks Marcelo...his words in English are:
On my cell phone the same problem appears every time the cell phone is submerged in water.
The way I can solve the problem is as follows:
- I blow the connection box so that all the water comes out and I put it to load a little, as in the load the cell undergoes a small heating it causes the constant water in the box to evaporate, after doing this the cellular returns to normal .
The ideal would be to have a setup to disable the headset, since in my view this problem is not possible only in update fix, I hope to have helped at least until Brackview finally fixes the problem.

I saw in this link that there is an application to correct the problem."


Unfortunately the two phones I am looking at have not been wet, but the above may help others. I agree that a means of disabling the headset might be a good option.

blackview_admin
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Re: Critical error - headphone software fault

Postby blackview_admin » Wed Nov 08, 2017 8:11 pm

Is there any dust inside the jack port?

Neville
Posts: 33
Joined: Wed Aug 16, 2017 7:36 pm

Re: Critical error - headphone software fault

Postby Neville » Thu Nov 09, 2017 1:01 am

blackview_admin wrote:Is there any dust inside the jack port?


No...this was the first thing we checked for. It appears to be software related...

blackview_admin
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Re: Critical error - headphone software fault

Postby blackview_admin » Thu Nov 09, 2017 9:29 am

I will report this to our technicians to investigate.

Neville
Posts: 33
Joined: Wed Aug 16, 2017 7:36 pm

Re: Critical error - headphone software fault

Postby Neville » Thu Dec 07, 2017 9:01 pm

blackview_admin wrote:I will report this to our technicians to investigate.


Any update...? The problem resolved itself on a customer's phone and has now come back for seven straight days, nothing clears it. He has never used headphones so this is not a mechanical issue.

blackview_admin
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Re: Critical error - headphone software fault

Postby blackview_admin » Thu Dec 07, 2017 9:19 pm

Neville wrote:
blackview_admin wrote:I will report this to our technicians to investigate.


Any update...? The problem resolved itself on a customer's phone and has now come back for seven straight days, nothing clears it. He has never used headphones so this is not a mechanical issue.


No updates for now. I must admit that this problem is not so common... it makes me think about an hardware fault more than a software/firmware one. In the mean time i suggest to use the Soundabout app to bypass the "fake" headphones mode and to be able to make calls in a proper way.

Awha
Posts: 1
Joined: Fri Dec 15, 2017 6:54 pm

Re: [TRACKED] Critical error - headphone software fault

Postby Awha » Fri Dec 15, 2017 7:00 pm

My bv8000 pro headphone is showing on and I can't hear anything unless I have them plugged in. I reset the phone with no luck, please advise


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