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Airplane mode enabled randomly - Still in ALL releases - aka CDMA lockup, Stuck Up Arrow. There is no 100% effective solution for everyone. Phones have a defect that prevents making and receiving calls without warning. Reboot recovers it.

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Patron

Airplane mode enabled randomly - Still in ALL releases - aka CDMA lockup, Stuck Up Arrow. There is no 100% effective solution for everyone. Phones have a defect that prevents making and receiving calls without warning. Reboot recovers it.

Final Update 6DEC10 - switching to Verizon

I have seen that this problem still exists with both of my Moments on the latest software (installed as instructed at the update site). I believe that this problem has not been taken seriously by Sprint or Samsung. 

My experience with the current software shows that they are trying to recover from this bad radio state rather than fix it, as evidenced by an unusable radio for up to 10 minutes.  Their software recovery method does not always work, even after an hour of leaving the phone to manage itself.  A reboot has all but one time fixed it (with the latest software). The one time it didn't work I had to reboot twice. Toggling Wifi can still make this happen. 

Whatever the reason (hardware or software), Sprint hasn't handled this problem well. Samsung apparently thought this design problem was acceptable. Given the plethora of Samsung device problems I've heard about for their other phones, I think Samsung has some growth opportunities in the realm of Android phone design, and I am steering clear of them for a while. 

I have decided to solve this problem by taking my business to Verizon, after 12 years with Sprint.  I will be paying cancellation fees for my contracts and paying for new phones in order to have phone service that meets my expectations (phones that make phone calls!).  Up until May of this year I always told people that Sprint has good service (coverage, customer, support) as long as you don't change anything, i.e. it was worth the money. 

Unfortunately, I can no longer say that.  I won't recommend Sprint anymore. Their policies to retain customers appear to have shifted some time in 2009, and this is actually the second time their device replacement constraints have negatively affected me.  It's a different company from my perspective.

Verizon Droid 2 Global and Droid Pro - first week - faster data, (obviously) faster phones, Android 2.2, can use WiFi anytime I want.  Finally.

Good luck to all. Hopefully your continuing experience will be better than mine.

7NOV09 - Posts alerting Sprint to this problem
26JAN10 - Sprint continues investigation, CL14 has (unadvertised) fix (chipset problem)
11AUG10 - Sprint unofficially says Sprint and Samsung is working in the lab to solve it, mentions that customers are critical to Sprint creating a better product

Past info from this thread:

Day 2, noticed that the top bar area is showing an X in the signal bars, and the radio is off (phone info shows this).  Airplane mode is also periodically marked as enabled, turning it off worked one or two times to re-enable the radio, so I could make phone calls.  Usually it does not.  Power cycling the phone worked twice, but now it's not working at all.  Phone isn't able to make phone calls or do data.


When trying to make a call, it says "To place a call, first turn off Airplane mode.".  Going to Settings - Wireless Controls - Airplane mode is not selected (no green arrow). Holding the power button down shows "Airplane mode is OFF".


Service state in Settings - About  Phone - Status - Service state - shows "Radio off".


Some others on other forums have run into this as well.  Anyone know of a way to resolve this (besides get a new phone)?

Updating the top of this thread 2SEP10 to make it more obvious (like it needs that) -


So it's been 9 months since I highlighted this problem (which to be fair, the above issue started as a normal airplane mode problem but ended up killing the hardware completely).  I am now on my 7th Moment (9 total for my family) and they have ALL had this airplane mode problem at least once. My latest phone locked up within an hour of getting it from the store.


In order to bypass the "third party app" generic excuse, when I'm ready to try my luck again, I factory reset my phone, just toggle WiFi, then move around on Google Maps (use data).  Every unit locks up, usually within an hour.  Then I show up at the store with my phone locked up, loaded exactly the way they gave it to me, and the salesman and I both act shocked that my phone is locked up. Given that I've had so many of these replaced, they're giving me new units as replacements. Appbrain is your friend.


I too have been threatened with a device downgrade (Hero or Intercept) as a reward for paying $500 for two defective phones.  It appears that there's no benefit to Sprint to take 4G phones away from people that want to pay for them, as I've called Sprint (normal and retention) and talked to retail salespeople (manager and assistant) and they have assured me that there is absolutely nothing anyone can do to give me a phone that is as good or better than the Moment. Apparently "a 4G phone is too big of a step up" compared to the trouble that I'm having....


Since these replacements are being handled by the manufacturer's warranty, and that's up in another 3 months (for me), I've got a small window to make some decisions.  A friend told me that the cost of Verizon's plans are now about par with Sprint's.  If I'm going to have to pay for a replacement phone, I might as well try another CDMA carrier after 12 years with Sprint.

Message was edited by: GregNx

453 REPLIES 453
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Journeyman

I'd like to say that I've also had this issue.  I've had the phone for less than a week.  It happened this morning after leaving wifi on and charging all night.  If it happens again I'll be returning the phone.

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Journeyman

Please report the problem to both Sprint and Samsung via their voice tech support before returning the phone.  Make sure they are aware phones with CL14 installed on them still have this issue.

I am hesitating from returning my phone because I think this is a software issue.  I hope others report this so that both Sprint and Samsung can see that it is a wide spread problem.

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Patron

OK, my opinion is that the Instinct is not ready for prime time without the latest update.  With it, it qualifies as broken, but usable, sort of like what I used to get from T-Mobile's hotspot at home garbage.

I am astounded that when I got my wife upgraded to an Instinct for her birthday about 10 days ago, I had to ask to have the update applied to the phone before we took it.

Now, I live in an area where I get a bar or maybe not, from someone other than Sprint, I have an Airave, and that gets me 3 bars in the bedroom, 5 in the living room.  I also have wifi at home and I use it whenever I am at home.  Airplane mode used to be a nightly event.

Now it is a weekly event, or maybe once a fortnight - definitely much better.  Also, it used to be affected by being on charge, now it seems to be

The real improvements have been to battery life. When I first got this phone I had to put it on the car charger whenever I was out of the house - it would flatten the battery in 3-4 hours.  Now I can depend on a day away from the tether. 

The fact that they are allowing stores to continue to sell the phone without the update just proves that Sprint does not understand these phones.

Frankly, I am not sure why this was not an over-the-air update.

I get the feeling that no one at Sprint is actually using these phones.  If they were putting up with the bugs and so forth, there might be more of a push to get updates out.

Someone at Sprint thinks these phones work, they are advertising them with the Palms and blackberries.  I used to dislike my blackberry, for form factor, its wont to pocket dial and a hundred other problems.  Now I think it was a good phone by comparison.  They need to understand that what they have out there is junk and that they need to push out 2.1.  I find it hard to imagine that even a beta would be in worse shape than what we have.

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Journeyman

rsnelson wrote:

Please report the problem to both Sprint and Samsung via their voice tech support before returning the phone.  Make sure they are aware phones with CL14 installed on them still have this issue.

I am hesitating from returning my phone because I think this is a software issue.  I hope others report this so that both Sprint and Samsung can see that it is a wide spread problem.

Random Airplane Mode is a known issue (after CL14). The internal device management team is very aware of this and working with the vendor to identify the root cause. I will post an update when more details are available.

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Journeyman

Thanks for the acknowledgement that there is a known problem.  Please let Sprint first line support know about this because as of last week their only solution is to swap the phone out.  This could get expensive on Sprint's part and inconvenient on the users part if this ends up being something an software update can resolve.

I'm working around the problem right now by not enabling WiFi.

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Patron

I just had this problem last night, WiFi was not enabled and had not been enabled for over 24 hours.

Traveling across a few states by car last weekend made it happen on my phone and my wife's phone (both CL14 at the time), neither of us had WiFi enabled the entire weekend.

WiFi certainly makes it happen more frequently for most people, but it's not required for every occurrence in my experience. And not everyone is affected by this.

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Journeyman

1. WiFi has little or nothing to do with the "Airplane mode" bug.  I have had it happen with wifie enabled and with it disabled as have others.

2. This is an UNACCEPTABLE situation.

3. MY THEORY: It seems to happen when the phone is transfering data through the phone network and I think it has to do when you it is switching between cells or between services like the EVDO and 1X networks.  It may also be when you switch from cellular to WIFI.  This would explain the flakey behavior why it works better for some people and not others.  Also for me while I can sometimes get streaming data for many minutes and sometimes only a few seconds.  It root cause may also have something to do with the GPS bug (where it locates the phone is exotic locations around the world).

4. Sometimes it activates "airplane mode" and sometimes it just FAILs.  Sometimes you get an X on the cell signal and sometimes it fails completely silently.  Power cycling fixes it.  Sometimes you get a "samsung.com.mumble has quit" message.

5. Sprint HAS to fix this and SOON.    Pointing fingers to Samsung for the fix is irrelevent.  We pay Sprint to have a phone that works and this phone does not.

6. The PROMISE of a fix has kept me from jumping to the Verizon Droid so far but my patience has limits.   I want a working Android phone and I would be quite happy if the Moment had a recent version of Android and didn't FAIL several times a day on average.  If Sprint cannot get this fixed and doesn't come out with a better Android phone shortly they will lose me and I suspect many others.

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Journeyman

For me, WiFi has a big deal to do with this issue.  This may not be the case for others but I can get my phone into this mode by simply enabling WiFi, walking outside of the transmission range of the WiFi network, and attempting to download anything through the Sprint network.  Within minutes it will fail for me.

My phone will work fine for days by not enabling WiFi.  I have had it fail on me once without WiFi enabled but this the only time.

For me it is not a huge issue where I need a fix tomorrow as I have an unlimited data plan.  However, I don't want to wait weeks for the fix.  WiFi would be nice because of the quicker data rates.  It would be a different story if I had to constantly reset my phone regardless if WiFi was enabled.

I'm hoping my information can help Sprint/Samsung/Qualcomm/Andriod determine the root cause.  I'm also hoping the fix can be addressed without affecting the battery life.  I have really enjoyed the longer battery life after the upgrade to CL14.

I agree that Sprint as the phone retailer and service provider should be the single point of contact for these problems... and they have acknowledged that they are investigating it.

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Journeyman

Thanks to the Sprint Admin for the feedback.  That is ALWAYS appreciated.    Like gregnx above, my 'airplane mode' since CL14 is made worse by having WiFi on, and charging the phone at night.    Predictably, it will be on X in the AM.    However, for the first time night before last, I had the X appear after overnight charging with WiFi off.    So there is a connection, just not so solid.

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Journeyman

sprint is maintaining that the issues with the moment are not their fault.  it seems unlikely that they could have 2 seperate phones on the market suffering from several of the same issues and not understand that its the os causing the problem. maybe they do know and didnt care enough to wait till they could release the phones with updates. either way pretty poor business practices. if it can be proved that sprint knowingly sold faulty phones.... can you say lawsuit

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Journeyman

I can't quite see your viewpoint.  I am willing to accept the fact that Sprint and Samsung are investigating the issue and will give them time to do so.  I would hope that some response will be given soon even if the response is that they are still looking into the issue.  I don't care who is at fault as long as it is resolved.

The phones will become more stable as time goes on.  Nothing is perfect.  As far as my phone, it is great right now as long as WiFi isn't enabled.

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Patron

There was no note in the release that said CL14 addressed the problem, and Sprint has said they've been working on this for months now. 

Hopefully neither Sprint or Samsung thought that they'd wait until post-CL14 to see if the airplane mode problem magically went away. 

Can Sprint tell us if a fix for this problem is being tested in the 2.1 release?



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