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Posted Aug 16, 2010
8:18:45 AM
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Samsung Captivate Shutdown Issue

Yesterday, I tried to awake my phone from sleep and nothing! Just the black screen. I plugged the charger in and still nothing, just a black screen. Hitting the power button did nothing. The only solution I had was to take the battery out. It powered up ok once doing that. I had 39% battery life left when the phone came back up. I have had the phone for 2 weeks and never had a problem (other than the GPS issue the is common on the Captivate).  It is a standard stock phone.

 

Anyone have any ideas on what the issue could be?

Yesterday, I tried to awake my phone from sleep and nothing! Just the black screen. I plugged the charger in and still nothing, just a black screen. Hitting the power button did nothing. The only solution I had was to take the battery out. It powered up ok once doing that. I had 39% battery life left when the phone came back up. I have had the phone for 2 weeks and never had a problem (other than the GPS issue the is common on the Captivate).  It is a standard stock phone.

 

Anyone have any ideas on what the issue could be?

Samsung Captivate Shutdown Issue

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Dec 22, 2010 3:08:26 PM
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Edited by UHmump95 on Dec 22, 2010 at 3:09:26 PM

I got a refurbished Captivate.  My GPS works great and the only time my phone has shut down on me has been when I have left the USB door open.

 

The phone is fine.  If you do not like how it works go over to XDA and you load up a new ROM that is pretty much bug free and have Froyo.

 

Coming in this forum whining and moaning about issues is stupid when the phone is so customizable that with a little effort, you have a totally new phone.

I got a refurbished Captivate.  My GPS works great and the only time my phone has shut down on me has been when I have left the USB door open.

 

The phone is fine.  If you do not like how it works go over to XDA and you load up a new ROM that is pretty much bug free and have Froyo.

 

Coming in this forum whining and moaning about issues is stupid when the phone is so customizable that with a little effort, you have a totally new phone.

Re: Samsung Captivate Shutdown Issue

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Dec 23, 2010 3:23:09 AM
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UHmump95 wrote:

I got a refurbished Captivate.  My GPS works great and the only time my phone has shut down on me has been when I have left the USB door open.

 

The phone is fine.  If you do not like how it works go over to XDA and you load up a new ROM that is pretty much bug free and have Froyo.

 

Coming in this forum whining and moaning about issues is stupid when the phone is so customizable that with a little effort, you have a totally new phone.


 

I think it's ironic to say we're being unreasonable because we point out the faults we've found with the phone, and then to suggest we should merrily fix those faults ourselves. That we can root and flash the phone is not under contention, but that it's necessary for some of us to do so in order to utilize the functions built into the device belies that the phone is not, for some of us, fine.

 

And really, what is a consumer to do when they're dissatisfied? I'm outside my 30 days - because I falsely believed when Samsung posted on Twitter that all carrier versions of the Galaxy S would have Froyo by November that they would be able to keep that promise, and further believed that when they issued a GPS fix it would work for everyone. That neither of those things have been true is noteworthy, regardless of whether I can fix them myself. When Toyota had the largest recall in history I don't recall mechanics saying, "That's dumb, you could just replace the brakes yourself, why complain?"

 

You don't seem to be experiencing the problems many of us are, bully for you, but that doesn't mean we're not experiencing them, or that we're out of line for expressing our displeasure at being forced to fix Samsung's mistakes. That isn't our job.

 


UHmump95 wrote:

I got a refurbished Captivate.  My GPS works great and the only time my phone has shut down on me has been when I have left the USB door open.

 

The phone is fine.  If you do not like how it works go over to XDA and you load up a new ROM that is pretty much bug free and have Froyo.

 

Coming in this forum whining and moaning about issues is stupid when the phone is so customizable that with a little effort, you have a totally new phone.


 

I think it's ironic to say we're being unreasonable because we point out the faults we've found with the phone, and then to suggest we should merrily fix those faults ourselves. That we can root and flash the phone is not under contention, but that it's necessary for some of us to do so in order to utilize the functions built into the device belies that the phone is not, for some of us, fine.

 

And really, what is a consumer to do when they're dissatisfied? I'm outside my 30 days - because I falsely believed when Samsung posted on Twitter that all carrier versions of the Galaxy S would have Froyo by November that they would be able to keep that promise, and further believed that when they issued a GPS fix it would work for everyone. That neither of those things have been true is noteworthy, regardless of whether I can fix them myself. When Toyota had the largest recall in history I don't recall mechanics saying, "That's dumb, you could just replace the brakes yourself, why complain?"

 

You don't seem to be experiencing the problems many of us are, bully for you, but that doesn't mean we're not experiencing them, or that we're out of line for expressing our displeasure at being forced to fix Samsung's mistakes. That isn't our job.

Re: Samsung Captivate Shutdown Issue

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Dec 23, 2010 5:36:16 AM
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I had this same issue of my phone shutting down all the time. It happened with the phone right out of the box. I then rooted my phone and flashed cognition on it and I never had an issue again. Plus I have 2.2 on my phone. I suggest you all do the same.

I had this same issue of my phone shutting down all the time. It happened with the phone right out of the box. I then rooted my phone and flashed cognition on it and I never had an issue again. Plus I have 2.2 on my phone. I suggest you all do the same.

A fix

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Dec 23, 2010 7:21:37 AM
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Guys, it appears to be a manufacturing defect.

 

http://forum.xda-developers.com/showpost.php?p=10025031&postcount=1

 

My phone is in that IMEI region, but it hasn't shut down since I sent it to Samsung a few months ago.  At this moment, I'm debating if I should get it replaced

Guys, it appears to be a manufacturing defect.

 

http://forum.xda-developers.com/showpost.php?p=10025031&postcount=1

 

My phone is in that IMEI region, but it hasn't shut down since I sent it to Samsung a few months ago.  At this moment, I'm debating if I should get it replaced

Re: Samsung Captivate Shutdown Issue - Press Release

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Dec 23, 2010 10:34:52 AM
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If you read the article in the link you posted, it's not saying you will have the issue within the IMEI range.  It says most will not, but some in the range will, and the issue is fixed outside the range.

 

Apparently the person who posted the article didn't read it, since his summary (at the top of the post) is almost the opposite of what the article actually says.

 

"There is a small group of Samsung i897 Captivate devices which may experience power off when in standby mode. All devices manufactured after November 6, 2010 should not have this issue. Most customers are not expected to see an issue, however the following IMEI range could potentially have the issue..."

 


I am an AT&T employee and the postings on this site are my own and don’t necessarily represent AT&T’s positions, strategies or opinions.

If you read the article in the link you posted, it's not saying you will have the issue within the IMEI range.  It says most will not, but some in the range will, and the issue is fixed outside the range.

 

Apparently the person who posted the article didn't read it, since his summary (at the top of the post) is almost the opposite of what the article actually says.

 

"There is a small group of Samsung i897 Captivate devices which may experience power off when in standby mode. All devices manufactured after November 6, 2010 should not have this issue. Most customers are not expected to see an issue, however the following IMEI range could potentially have the issue..."

Re: Samsung Captivate Shutdown Issue - Press Release

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Dec 23, 2010 2:34:54 PM
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ATT Employee, If I were in your position, I wouldn't be taking Samsung's side on this -- you have your own PR problems than to be sticking up for their lies (of which this is only the latest Samsung lie to us -- Froyo in November? GPS?). Your response belies the experience of most people I know who have this phone. Samsung might claim for PR purposes that this problem is a small subset of the early buyers, but 5 out of 7 early buyers I know (including myself) have this problem. To add insult to injury, I just got off with your technical chat comrades asking them if there was a way I could back up my settings, apps and profiles BEFORE i send my phone back to the factory to fix this defect, so that I wouldnt have to take 10 hours rebuilding my new phone, and they told me that loading apps on the phone (even though it was exclusively from your approved marketplace) was MY choice and my problem, and no, you can't back up apps and settings like that becasue you can't sideload them back on your locked down new device, so customer, YOU'RE SOL!

This is simply crappy and insensitive customer service, compounding the crappy job that Samsung is doing supporting this device. The guy further above in this chain is right -- even for the most honest of us, ATT leaves us no choice but "self help" -- rooting our phones and moving over to Verizon (and anything BUT Samsung) when our contracts are up.

ATT Employee, If I were in your position, I wouldn't be taking Samsung's side on this -- you have your own PR problems than to be sticking up for their lies (of which this is only the latest Samsung lie to us -- Froyo in November? GPS?). Your response belies the experience of most people I know who have this phone. Samsung might claim for PR purposes that this problem is a small subset of the early buyers, but 5 out of 7 early buyers I know (including myself) have this problem. To add insult to injury, I just got off with your technical chat comrades asking them if there was a way I could back up my settings, apps and profiles BEFORE i send my phone back to the factory to fix this defect, so that I wouldnt have to take 10 hours rebuilding my new phone, and they told me that loading apps on the phone (even though it was exclusively from your approved marketplace) was MY choice and my problem, and no, you can't back up apps and settings like that becasue you can't sideload them back on your locked down new device, so customer, YOU'RE SOL!

This is simply crappy and insensitive customer service, compounding the crappy job that Samsung is doing supporting this device. The guy further above in this chain is right -- even for the most honest of us, ATT leaves us no choice but "self help" -- rooting our phones and moving over to Verizon (and anything BUT Samsung) when our contracts are up.

Re: Samsung Captivate Shutdown Issue - Press Release

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Dec 24, 2010 4:12:18 PM
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My phone has an IMEI number ending in 5468 which should be out of the problem range--but it shuts down all the time.

My phone has an IMEI number ending in 5468 which should be out of the problem range--but it shuts down all the time.

Re: Samsung Captivate Shutdown Issue - Press Release

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Dec 25, 2010 4:56:37 PM
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Wow, my IMEI is way, way lower than that... I guess I'll go talk to an AT&T person. God help me.

Wow, my IMEI is way, way lower than that... I guess I'll go talk to an AT&T person. God help me.

Re: Samsung Captivate Shutdown Issue - Press Release

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Dec 26, 2010 5:32:08 PM
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I have been a Captivate owner for about 4 months now. Upgraded at Wally World because the phone was cheaper. Within the first 3 weeks I went through 3 Captivates I replaced the 3rd one just before the 30 day return period and this one has been going strong for 3 months now with no shutdowns. If you are having this problem I would just send your phone back to AT&T for a replacement. I know that is a pain but may be the only option since there has been no official fix for the issue. FYI my phones were purchased in Kentucky.

I have been a Captivate owner for about 4 months now. Upgraded at Wally World because the phone was cheaper. Within the first 3 weeks I went through 3 Captivates I replaced the 3rd one just before the 30 day return period and this one has been going strong for 3 months now with no shutdowns. If you are having this problem I would just send your phone back to AT&T for a replacement. I know that is a pain but may be the only option since there has been no official fix for the issue. FYI my phones were purchased in Kentucky.

Sent from my Samsung Captivate

Re: Samsung Captivate Shutdown Issue

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Dec 26, 2010 6:13:04 PM
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mwjack wrote:

I have been a Captivate owner for about 4 months now. Upgraded at Wally World because the phone was cheaper. Within the first 3 weeks I went through 3 Captivates I replaced the 3rd one just before the 30 day return period and this one has been going strong for 3 months now with no shutdowns. If you are having this problem I would just send your phone back to AT&T for a replacement. I know that is a pain but may be the only option since there has been no official fix for the issue. FYI my phones were purchased in Kentucky.


Wow, are these random shutdowns really THAT big of an issue?! In a year's time or so, I was looking forward to be the proud and happy owner of a Captivate. But if this is such a big issue, then I will steer clear of this device and move on to the HTC Surround, or any other device that AT&T shall release in the next year.

 

I like the Captivate for the large AMOLED screen. Besides, I think Samsung's are falirly reliable.

Cat Happy Remember that Wild Banchi... 1993-2010 Cat Happy




mwjack wrote:

I have been a Captivate owner for about 4 months now. Upgraded at Wally World because the phone was cheaper. Within the first 3 weeks I went through 3 Captivates I replaced the 3rd one just before the 30 day return period and this one has been going strong for 3 months now with no shutdowns. If you are having this problem I would just send your phone back to AT&T for a replacement. I know that is a pain but may be the only option since there has been no official fix for the issue. FYI my phones were purchased in Kentucky.


Wow, are these random shutdowns really THAT big of an issue?! In a year's time or so, I was looking forward to be the proud and happy owner of a Captivate. But if this is such a big issue, then I will steer clear of this device and move on to the HTC Surround, or any other device that AT&T shall release in the next year.

 

I like the Captivate for the large AMOLED screen. Besides, I think Samsung's are falirly reliable.

:cathappy: Remember that Wild Banchi... 1993-2010 :cathappy:



Remember that Wild Banchi... 1993-2010
*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

Re: Samsung Captivate Shutdown Issue

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Dec 26, 2010 7:06:26 PM
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Edited by picoturtle on Dec 26, 2010 at 7:07:35 PM

Wild Banchi wrote:

Wow, are these random shutdowns really THAT big of an issue?! In a year's time or so, I was looking forward to be the proud and happy owner of a Captivate. But if this is such a big issue, then I will steer clear of this device and move on to the HTC Surround, or any other device that AT&T shall release in the next year.

 

I like the Captivate for the large AMOLED screen. Besides, I think Samsung's are falirly reliable.


"All devices manufactured after November 6, 2010 should not have this issue" -- from article quoted above.
But, on to the next problem that would make me want to avoid it... Samsung still hasn't figured out how to fix the GPS on the Captivate/Galaxy S.
Maybe look into the newer Nexus S if you like Samsung's screen.

 


Wild Banchi wrote:

Wow, are these random shutdowns really THAT big of an issue?! In a year's time or so, I was looking forward to be the proud and happy owner of a Captivate. But if this is such a big issue, then I will steer clear of this device and move on to the HTC Surround, or any other device that AT&T shall release in the next year.

 

I like the Captivate for the large AMOLED screen. Besides, I think Samsung's are falirly reliable.


"All devices manufactured after November 6, 2010 should not have this issue" -- from article quoted above.
But, on to the next problem that would make me want to avoid it... Samsung still hasn't figured out how to fix the GPS on the Captivate/Galaxy S.
Maybe look into the newer Nexus S if you like Samsung's screen.

 

Re: Samsung Captivate Shutdown Issue

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Dec 26, 2010 7:13:53 PM
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ACE - Master

picoturtle wrote:

Wild Banchi wrote:

Wow, are these random shutdowns really THAT big of an issue?! In a year's time or so, I was looking forward to be the proud and happy owner of a Captivate. But if this is such a big issue, then I will steer clear of this device and move on to the HTC Surround, or any other device that AT&T shall release in the next year.

 

I like the Captivate for the large AMOLED screen. Besides, I think Samsung's are falirly reliable.


"All devices manufactured after November 6, 2010 should not have this issue" -- from article quoted above.
But, on to the next problem that would make me want to avoid it... Samsung still hasn't figured out how to fix the GPS on the Captivate/Galaxy S.
Maybe look into the newer Nexus S if you like Samsung's screen.

 


Thanks. GPS isn't an issue for me, though.

 

The Nexus S looks cool, but I'm still set on the Captivate as of right now.

Cat Happy Remember that Wild Banchi... 1993-2010 Cat Happy




picoturtle wrote:

Wild Banchi wrote:

Wow, are these random shutdowns really THAT big of an issue?! In a year's time or so, I was looking forward to be the proud and happy owner of a Captivate. But if this is such a big issue, then I will steer clear of this device and move on to the HTC Surround, or any other device that AT&T shall release in the next year.

 

I like the Captivate for the large AMOLED screen. Besides, I think Samsung's are falirly reliable.


"All devices manufactured after November 6, 2010 should not have this issue" -- from article quoted above.
But, on to the next problem that would make me want to avoid it... Samsung still hasn't figured out how to fix the GPS on the Captivate/Galaxy S.
Maybe look into the newer Nexus S if you like Samsung's screen.

 


Thanks. GPS isn't an issue for me, though.

 

The Nexus S looks cool, but I'm still set on the Captivate as of right now.

:cathappy: Remember that Wild Banchi... 1993-2010 :cathappy:



Remember that Wild Banchi... 1993-2010
*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

Re: Samsung Captivate Shutdown Issue

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Dec 26, 2010 8:31:05 PM
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Edited by Lopan72 on Dec 26, 2010 at 8:36:15 PM

UHmump95 wrote:

I got a refurbished Captivate.  My GPS works great and the only time my phone has shut down on me has been when I have left the USB door open.

 

The phone is fine.  If you do not like how it works go over to XDA and you load up a new ROM that is pretty much bug free and have Froyo.

 

Coming in this forum whining and moaning about issues is stupid when the phone is so customizable that with a little effort, you have a totally new phone.


I think it's interesting that this guy believes leaving the USB door open has any relationship to the problem at all... it's a peice of plastic that slides in a groove... The phone has no idea wheather or not it's open.

 

As for flashing the rom, tried the latest cognition rom (which I found on XDA) and it only made the problem worse for me. 

 

If it's a production fault, there's not much a new rom image is going to do to fix it... looks like I'll be taking mine back to ATT.

 

All that said, I never had a problem with the GPS so I guess thats a good thing?

 

 


UHmump95 wrote:

I got a refurbished Captivate.  My GPS works great and the only time my phone has shut down on me has been when I have left the USB door open.

 

The phone is fine.  If you do not like how it works go over to XDA and you load up a new ROM that is pretty much bug free and have Froyo.

 

Coming in this forum whining and moaning about issues is stupid when the phone is so customizable that with a little effort, you have a totally new phone.


I think it's interesting that this guy believes leaving the USB door open has any relationship to the problem at all... it's a peice of plastic that slides in a groove... The phone has no idea wheather or not it's open.

 

As for flashing the rom, tried the latest cognition rom (which I found on XDA) and it only made the problem worse for me. 

 

If it's a production fault, there's not much a new rom image is going to do to fix it... looks like I'll be taking mine back to ATT.

 

All that said, I never had a problem with the GPS so I guess thats a good thing?

 

 

Re: Samsung Captivate Shutdown Issue

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Dec 27, 2010 9:14:01 PM
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I agree. Flashing new 2.2 rom doesn't help to solve the shutdown issueSmiley Mad

I agree. Flashing new 2.2 rom doesn't help to solve the shutdown issueSmiley Mad

Re: Samsung Captivate Shutdown Issue

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Dec 28, 2010 10:52:27 AM
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Edited by samven582 on Dec 28, 2010 at 11:12:53 AM

I went into an AT$T warranty center located in Islandia, New York. I told them that my Samsung Captivate was randomly shutting itself off and I want it replaced.Unfortunately they only offered my a replacement battery which I kindly refuse. I explain to them that the battery has noting to do with this problem but they refuse to believe me. Right there and then I called AT&T warranty support explain, my problem and they are sending me a replacement phone. They sad part of this story is AT$T has not acknowledge this problem. As soon I get my replacement phone its going on ebay and I am switching to T mobile for the G2. Enough is enough, I am done with of this Phone and AT$T.

I went into an AT$T warranty center located in Islandia, New York. I told them that my Samsung Captivate was randomly shutting itself off and I want it replaced.Unfortunately they only offered my a replacement battery which I kindly refuse. I explain to them that the battery has noting to do with this problem but they refuse to believe me. Right there and then I called AT&T warranty support explain, my problem and they are sending me a replacement phone. They sad part of this story is AT$T has not acknowledge this problem. As soon I get my replacement phone its going on ebay and I am switching to T mobile for the G2. Enough is enough, I am done with of this Phone and AT$T.

Re: Samsung Captivate Shutdown Issue

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Dec 28, 2010 5:30:15 PM
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Well, my friend, I just want to let you know that you're looking at a hefty ETF when you cancel this account.  Since you have the captivate, it means you recently renewed your contract(unless, of course, you bought it outright) recently.  I believe that the ETF is going to run you in the area of ~$315 USD plus whatever past due ballance and current ballance on the account.

 

This is just cutting off the nose to spite the face, to be honest, and you really shouldn't cut your AT&T service due to a problem with Assurion, who is actually outside of AT&T itself, and while I do admit that AT&T should acknowledge this issue, I still don't believe it's a reason to cancel outright.

 


I am an AT&T employee and the postings on this site are my own and don’t necessarily represent AT&T’s positions, strategies or opinions.

Well, my friend, I just want to let you know that you're looking at a hefty ETF when you cancel this account.  Since you have the captivate, it means you recently renewed your contract(unless, of course, you bought it outright) recently.  I believe that the ETF is going to run you in the area of ~$315 USD plus whatever past due ballance and current ballance on the account.

 

This is just cutting off the nose to spite the face, to be honest, and you really shouldn't cut your AT&T service due to a problem with Assurion, who is actually outside of AT&T itself, and while I do admit that AT&T should acknowledge this issue, I still don't believe it's a reason to cancel outright.

Re: Samsung Captivate Shutdown Issue

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Dec 28, 2010 7:38:52 PM
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Skiddy wrote:

Well, my friend, I just want to let you know that you're looking at a hefty ETF when you cancel this account.  Since you have the captivate, it means you recently renewed your contract(unless, of course, you bought it outright) recently.  I believe that the ETF is going to run you in the area of ~$315 USD plus whatever past due ballance and current ballance on the account.

 

This is just cutting off the nose to spite the face, to be honest, and you really shouldn't cut your AT&T service due to a problem with Assurion, who is actually outside of AT&T itself, and while I do admit that AT&T should acknowledge this issue, I still don't believe it's a reason to cancel outright.


I bought this phone at $378 with out signing up for 2 year. 

 

 


Skiddy wrote:

Well, my friend, I just want to let you know that you're looking at a hefty ETF when you cancel this account.  Since you have the captivate, it means you recently renewed your contract(unless, of course, you bought it outright) recently.  I believe that the ETF is going to run you in the area of ~$315 USD plus whatever past due ballance and current ballance on the account.

 

This is just cutting off the nose to spite the face, to be honest, and you really shouldn't cut your AT&T service due to a problem with Assurion, who is actually outside of AT&T itself, and while I do admit that AT&T should acknowledge this issue, I still don't believe it's a reason to cancel outright.


I bought this phone at $378 with out signing up for 2 year. 

 

Re: Samsung Captivate Shutdown Issue

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Dec 30, 2010 10:57:42 AM
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I'm on my THIRD Captivate and it still shuts down.  I'm feed up with this phone and AT&T.  Their solution is to keep giving me phones that do the same thing.  Geniuses aren't they?

I'm on my THIRD Captivate and it still shuts down.  I'm feed up with this phone and AT&T.  Their solution is to keep giving me phones that do the same thing.  Geniuses aren't they?

Re: Samsung Captivate Shutdown Issue

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Dec 31, 2010 5:19:01 PM
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I had the same problem with my phone constantly shutting off randomly, sometimes 7 or 8 times a day.  I did the online chat with technical support with AT&T and became very frustrated with the "tech support".  I explained the problem and the question I was asked was if I ever turn the phone off! I asked why that matters if I have turned the phone off or not and she said that it needs to be turned off occasionally to get updates from the network!! So I told her well then that isn't a problem getting the "updates" because my phone turns itself off constantly every single day! She had no response to that. She was absolutely no help, instead after explaining everything and saying that I wanted a replacement phone she replied that this was the first time I tried technical support for this issue,  I told her sorry but I just started having the "issues" and so now I'm asking for support, that it shouldn't matter if this is the first time, she still wasn't helping me.  I was told to call the warranty people and after speaking to them and going through the whole thing again I was told that this problem has never been validated but since it hadn't been 30 days I needed to return it where I bought it, which happened to be AT&T online.  After calling them repeatedly I decided to wait until the 30 days was up, go to the device support center in Austin, TX to switch the phone out.  I was very fortunate because the tech there was extremely helpful, she was aware of the problem and switched my phone out right then.  Fingers crossed that this one will not have the same problem, it has been 8 hours and no shut down, whoo hoo!

 

So, anyone with this problem that lives in central Texas should take their phone to the DSC in Austin, TX.  Megan was extremely nice and helpful...thank you Megan!

 

The tech support that you can chat with online with Cingular, not helpful at all! 

I had the same problem with my phone constantly shutting off randomly, sometimes 7 or 8 times a day.  I did the online chat with technical support with AT&T and became very frustrated with the "tech support".  I explained the problem and the question I was asked was if I ever turn the phone off! I asked why that matters if I have turned the phone off or not and she said that it needs to be turned off occasionally to get updates from the network!! So I told her well then that isn't a problem getting the "updates" because my phone turns itself off constantly every single day! She had no response to that. She was absolutely no help, instead after explaining everything and saying that I wanted a replacement phone she replied that this was the first time I tried technical support for this issue,  I told her sorry but I just started having the "issues" and so now I'm asking for support, that it shouldn't matter if this is the first time, she still wasn't helping me.  I was told to call the warranty people and after speaking to them and going through the whole thing again I was told that this problem has never been validated but since it hadn't been 30 days I needed to return it where I bought it, which happened to be AT&T online.  After calling them repeatedly I decided to wait until the 30 days was up, go to the device support center in Austin, TX to switch the phone out.  I was very fortunate because the tech there was extremely helpful, she was aware of the problem and switched my phone out right then.  Fingers crossed that this one will not have the same problem, it has been 8 hours and no shut down, whoo hoo!

 

So, anyone with this problem that lives in central Texas should take their phone to the DSC in Austin, TX.  Megan was extremely nice and helpful...thank you Megan!

 

The tech support that you can chat with online with Cingular, not helpful at all! 

Re: Samsung Captivate Shutdown Issue

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I bought the Samsung Captivate mid November 2010 and I started getting the random shutdown problem after couple of days. None of the the approaches (changing power saving options, hard reset, turning on fully charged phone after unplugging from the charger) worked for me.

 

I installed Captivate Keep Alive (look for it in the market place) 10 days ago and it resolved the problem for me. I haven't had any shutdowns for the past 10 days. Also, the CKA appears to be running automatically all the time and the battery consumption by CKA is low.

 

Check out the AT&T Service bulletin on this here: http://www.attdroids.com/forum/samsung-captivate-tech/2402-service-bulletin-random-shutdown-issues-t...

 

 

I bought the Samsung Captivate mid November 2010 and I started getting the random shutdown problem after couple of days. None of the the approaches (changing power saving options, hard reset, turning on fully charged phone after unplugging from the charger) worked for me.

 

I installed Captivate Keep Alive (look for it in the market place) 10 days ago and it resolved the problem for me. I haven't had any shutdowns for the past 10 days. Also, the CKA appears to be running automatically all the time and the battery consumption by CKA is low.

 

Check out the AT&T Service bulletin on this here: http://www.attdroids.com/forum/samsung-captivate-tech/2402-service-bulletin-random-shutdown-issues-t-captivate.html

 

 

Re: Samsung Captivate Shutdown Issue

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I just now installed the "Captivate Keep Alive" so let's see if that works. I had previously installed an "apps killer" and I noticed that when I tapped it often enough the phone would not shut down as often. There seems to be apps that attach themselves whenever you use e-mail or the internet or maybe when you don't do anything at all. Anyway when I kill them the phone seems to stay on.

I just now installed the "Captivate Keep Alive" so let's see if that works. I had previously installed an "apps killer" and I noticed that when I tapped it often enough the phone would not shut down as often. There seems to be apps that attach themselves whenever you use e-mail or the internet or maybe when you don't do anything at all. Anyway when I kill them the phone seems to stay on.

Re: Samsung Captivate Shutdown Issue

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Edited by jasonsmmnds on Jan 12, 2011 at 6:15:44 PM

Im on my fifth captivate now. Im not having a problem with it shutting down now but it is running very slow and locking up. AT&T told me to stop calling them and will not honor the warranty any more. I sent the phone back to Samsung for repair and should be getting it back soon. Hopefully it works this time.

Im on my fifth captivate now. Im not having a problem with it shutting down now but it is running very slow and locking up. AT&T told me to stop calling them and will not honor the warranty any more. I sent the phone back to Samsung for repair and should be getting it back soon. Hopefully it works this time.

Re: Samsung Captivate Shutdown Issue

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I've had a Captivate since early September. Had to get the phone replaced within a week or so because the microphone on the phone stopped working. Started having the shutdown problem a month or so later. (GPS fix had been applied.) Assumed it was the case I was using, pressing the power button. New case, same problem. Found the info on the forums, and have tried various "solutions" most recently, installed the "Captivate Keep Alive" app 2 days ago. Phone has shutdown at least 3 times in the last 2 days.

 

I have the phone set up to connect to a bluetooth home phone extension (Gigaset One, its OK, not great.). I can plug the power cord into the phone, and set it down next to the Gigaset One, come back an hour or so later and see the connection light flashing because the phone has shutdown.

 

Last night I was responding to a text message, and the phone went black immediately after sending the message. I thought it had gone into sleep mode, but tapping the power button, nothing. Time to go visit AT&T.

I've had a Captivate since early September. Had to get the phone replaced within a week or so because the microphone on the phone stopped working. Started having the shutdown problem a month or so later. (GPS fix had been applied.) Assumed it was the case I was using, pressing the power button. New case, same problem. Found the info on the forums, and have tried various "solutions" most recently, installed the "Captivate Keep Alive" app 2 days ago. Phone has shutdown at least 3 times in the last 2 days.

 

I have the phone set up to connect to a bluetooth home phone extension (Gigaset One, its OK, not great.). I can plug the power cord into the phone, and set it down next to the Gigaset One, come back an hour or so later and see the connection light flashing because the phone has shutdown.

 

Last night I was responding to a text message, and the phone went black immediately after sending the message. I thought it had gone into sleep mode, but tapping the power button, nothing. Time to go visit AT&T.

Re: Samsung Captivate Shutdown Issue

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Jan 18, 2011 1:38:03 PM
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Edited by Caretaker on Jan 28, 2011 at 10:16:38 AM

As a previous poster stated, this is a known issue with the Captivate and Samsung has issued a notice regarding this. I found out about the notice this weekend while researching my problem & called AT&T warranty department today. They are shipping a replacement. Mine would sometimes go a couple of weeks without shutting down and other times would reboot itself several times in an hour. I don't know if this is related or not (probably is), but mine "forgets" that I have the system sounds turned all the way off. So, each time it reboots, the system sound volume gets jacked all the way up again and I have to go back into the settings and turn it all the way down.

 

In order to make the phone time with the warranty department as short and painless as possible be sure to tell them right away that you discovered Samsung had issued a service bulletin regarding the random shutdown of your Captivate. Hopefully your customer service person will be aware of it & will walk through the steps of verifying whether your phone is covered under the bulletin (checking IMEI number against those covered in the bulletin, asking about physical damage & if it's been exposed to moisture, etc.). If not, here is a copy of the bulletin for your reference & you can ask them to look it up or ask for a supervisor.

 

 


 { AT&T Proprietary information removed }

As a previous poster stated, this is a known issue with the Captivate and Samsung has issued a notice regarding this. I found out about the notice this weekend while researching my problem & called AT&T warranty department today. They are shipping a replacement. Mine would sometimes go a couple of weeks without shutting down and other times would reboot itself several times in an hour. I don't know if this is related or not (probably is), but mine "forgets" that I have the system sounds turned all the way off. So, each time it reboots, the system sound volume gets jacked all the way up again and I have to go back into the settings and turn it all the way down.

 

In order to make the phone time with the warranty department as short and painless as possible be sure to tell them right away that you discovered Samsung had issued a service bulletin regarding the random shutdown of your Captivate. Hopefully your customer service person will be aware of it & will walk through the steps of verifying whether your phone is covered under the bulletin (checking IMEI number against those covered in the bulletin, asking about physical damage & if it's been exposed to moisture, etc.). If not, here is a copy of the bulletin for your reference & you can ask them to look it up or ask for a supervisor.

 

 


 { AT&T Proprietary information removed }

Re: Samsung Captivate Shutdown Issue

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Last night, took the Captivate to the local AT&T service center in Cary, NC. They knew about the issue, checked the IMEI number, replaced the phone and copied everything over that they could, (no apps). The old phone powered off 3 times yesterday. So far the new one has not had the issue, but only time will tell.

 

Jim

Last night, took the Captivate to the local AT&T service center in Cary, NC. They knew about the issue, checked the IMEI number, replaced the phone and copied everything over that they could, (no apps). The old phone powered off 3 times yesterday. So far the new one has not had the issue, but only time will tell.

 

Jim

Re: Samsung Captivate Shutdown Issue

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Update:  Earlier, I posed that my Samsung Captivate was experiencing the shutdown problem.  Very early in this tread, someone posted a number for ATT customer service.  I called that number using my land line and here's what happened:

 

The friendly tech walked me through a couple of steps:  rebooting, removing apps, etc.  After each step, the phone still powered down.  It was powering down during the conversation, so I could immediately report that the remedy she suggested did not work.  Finally, she told me to send in the phone for a replacement.  I asked if I could take it back to the AT&T store so I could get a replacement more quickly.  She found a service center very close to my house (luckily I live in a large metropolitan area), while I was still on the phone she called them to confirm that they had replacements in stock.

 

They had a replacement at the service center, so I went there to get a new phone.  The gentleman there was also very helpful and acknowledged that the shutdown issue was a known problem with the Captivate.  He backed up my contacts and set up a new phone for me, and he replaced the screen protector.  I've had the new phone for approximately 2 months now, and it hasn't shut down once -- YEAH!

 

One bad thing was that I lost two apps that I had paid for, and was told that to get them back I'd have to repurchase them.  That seems ridiculous to me since I have the emails confirming payment, why can't I just download them again?  But I can live without those apps for now.

 

Hopefully my phone is fixed.  Unlike some other people who have posted, I did have a positive experience with the AT&T people.

Update:  Earlier, I posed that my Samsung Captivate was experiencing the shutdown problem.  Very early in this tread, someone posted a number for ATT customer service.  I called that number using my land line and here's what happened:

 

The friendly tech walked me through a couple of steps:  rebooting, removing apps, etc.  After each step, the phone still powered down.  It was powering down during the conversation, so I could immediately report that the remedy she suggested did not work.  Finally, she told me to send in the phone for a replacement.  I asked if I could take it back to the AT&T store so I could get a replacement more quickly.  She found a service center very close to my house (luckily I live in a large metropolitan area), while I was still on the phone she called them to confirm that they had replacements in stock.

 

They had a replacement at the service center, so I went there to get a new phone.  The gentleman there was also very helpful and acknowledged that the shutdown issue was a known problem with the Captivate.  He backed up my contacts and set up a new phone for me, and he replaced the screen protector.  I've had the new phone for approximately 2 months now, and it hasn't shut down once -- YEAH!

 

One bad thing was that I lost two apps that I had paid for, and was told that to get them back I'd have to repurchase them.  That seems ridiculous to me since I have the emails confirming payment, why can't I just download them again?  But I can live without those apps for now.

 

Hopefully my phone is fixed.  Unlike some other people who have posted, I did have a positive experience with the AT&T people.

Re: Samsung Captivate Shutdown Issue

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Jan 26, 2011 2:24:09 PM
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you don't have to repurchase them, just go reinstall them. if you click menu>my apps (within the market) it'll bring up a list of currently downloaded and purchased apps which can be downloaded again at no cost. that's the beauty of android.

you don't have to repurchase them, just go reinstall them. if you click menu>my apps (within the market) it'll bring up a list of currently downloaded and purchased apps which can be downloaded again at no cost. that's the beauty of android.

*I am an AT&T employee and the postings on this site are my own and don’t necessarily represent AT&T’s position, strategies or opinions.

Re: Samsung Captivate Shutdown Issue

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JFizDaWiz wrote:

you don't have to repurchase them, just go reinstall them. if you click menu>my apps (within the market) it'll bring up a list of currently downloaded and purchased apps which can be downloaded again at no cost. that's the beauty of android.


You do have to setup the phone or sign in with the same gmail account you used to purchase the application.

Probably from mobile, maybe. Smiley Happy

JFizDaWiz wrote:

you don't have to repurchase them, just go reinstall them. if you click menu>my apps (within the market) it'll bring up a list of currently downloaded and purchased apps which can be downloaded again at no cost. that's the beauty of android.


You do have to setup the phone or sign in with the same gmail account you used to purchase the application.

Probably from mobile, maybe. :)
Posted by a mobile device.

Re: Samsung Captivate Shutdown Issue

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Edited by Caretaker on Jan 28, 2011 at 10:14:45 AM

I don't need to add another post detailing what happens to these phones when they shut themselves off. What does need to be addressed is the fact that ATT stores continue to sell/give replacement phones that fall within the IMEI/SKU range of known bad phones. Even if not ALL of the phones within that range are bad, ATT should not be willing to risk the ill will and irritation generated when they do go bad.

Keep in mind the service bulletin about this issue was released Dec 20th by Samsung. Nobody reading this should still be having the issue if they have replaced their phones since then. Nobody. I also love how their "instructions" are to continue to sell through existing inventory. What they are really saying is it's okay to waste your time.

My phone"s":

Captivate #1 (recieved Dec 28, '10)-- had the shutdown issue. Exchanged

 

Captivate #2 (recieved Jan +/- 15th) -- camera would click and then "green screen" the phone, making it inoperable. Exchanged.

 

Captivate #3 (Recieved Jan 27th) -- Jan 28th, phone is shutting down again. After checking the service bulletin (pasted below) my "new" phone is well within the known bad range of IMEI numbers. WHY would I get one of these phones as a replacement??? Especially after having the same problem with an earlier phone. Nice work ATT, you're really knocking this one out of the park. Who was it that's at the bottom of the customer serice rankings again?

 

______________________

 

{ AT&T Proprietary information removed }

I don't need to add another post detailing what happens to these phones when they shut themselves off. What does need to be addressed is the fact that ATT stores continue to sell/give replacement phones that fall within the IMEI/SKU range of known bad phones. Even if not ALL of the phones within that range are bad, ATT should not be willing to risk the ill will and irritation generated when they do go bad.

Keep in mind the service bulletin about this issue was released Dec 20th by Samsung. Nobody reading this should still be having the issue if they have replaced their phones since then. Nobody. I also love how their "instructions" are to continue to sell through existing inventory. What they are really saying is it's okay to waste your time.

My phone"s":

Captivate #1 (recieved Dec 28, '10)-- had the shutdown issue. Exchanged

 

Captivate #2 (recieved Jan +/- 15th) -- camera would click and then "green screen" the phone, making it inoperable. Exchanged.

 

Captivate #3 (Recieved Jan 27th) -- Jan 28th, phone is shutting down again. After checking the service bulletin (pasted below) my "new" phone is well within the known bad range of IMEI numbers. WHY would I get one of these phones as a replacement??? Especially after having the same problem with an earlier phone. Nice work ATT, you're really knocking this one out of the park. Who was it that's at the bottom of the customer serice rankings again?

 

______________________

 

{ AT&T Proprietary information removed }

Re: Samsung Captivate Shutdown Issue

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See my previous post-----

 

Apparently posting the actual service bulletin is a no-no since it was removed. If only they could solve my phone problem as quickly as they can edit my forum posts....

 

In an attempt to help all of us ATT customers better understand our technical issues I post the following information *excerpted* from the technical service bulletin. Jullian Assange/Wikileaks help me if they remove this info again....

 

 

IMEIs manufactured before November 6, 2010: 352982040855394 or lower - 5393, 5392, etc.

 

Existing Product: All devices that were manufactured before November 6, 2010 have the potential to be affected.
New Product: Devices manufactured after November 6, 2010 should not experience this issue.

 

In the interest of full disclosure, all ATT reps/support staff have been very helpful through this.

 

See my previous post-----

 

Apparently posting the actual service bulletin is a no-no since it was removed. If only they could solve my phone problem as quickly as they can edit my forum posts....

 

In an attempt to help all of us ATT customers better understand our technical issues I post the following information *excerpted* from the technical service bulletin. Jullian Assange/Wikileaks help me if they remove this info again....

 

 

IMEIs manufactured before November 6, 2010: 352982040855394 or lower - 5393, 5392, etc.

 

Existing Product: All devices that were manufactured before November 6, 2010 have the potential to be affected.
New Product: Devices manufactured after November 6, 2010 should not experience this issue.

 

In the interest of full disclosure, all ATT reps/support staff have been very helpful through this.

 

Re: Samsung Captivate Shutdown Issue

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